1. Welcome to the Wonderful World of Hospitality1

2. Hospitality From the French word “hospice…
“To provide care/shelter for travelers”

3. Pineapple
Symbolic of…
Welcome
Friendship
Hospitality

4. Characteristics of Hospitality
Pineapple is a symbol of welcome, friendship, and hospitality
Largest and fastest growing industry
Emphasis on service, and guest satisfaction
Product is intangible and perishable

5. Characteristics of Hospitality
Hospitality (cont.)…
No such thing as business hours
Hospitality operations run on a 24 hour basis all year round
Characterized by shift work

6. Corporate Philosophy Philosophy…
Shift towards greater employee empowerment
Strong links to TQM
Service philosophy is a way of life

7. Corporate Culture Culture… Overall style and feel of the company
Mission Statement
Central purposes, strategies, and values
Goal
Broad statement geared towards accomplishment

8. Corporate Culture Culture (cont.)… Objective Strategy/Tactics
Quantification of goals
Strategy/Tactics
Actions needed to reach goals

9. Reasons Behind Inconsistency in Service
Education system does not teach service
Little priority to training in service
Over reliance on Technology
Lack of motivation

10. 7 Deadly Sins of Service Sins of service… Apathy Robotics Brush-off
Coldness
Condensation
Robotics
Rule book
Runaround

11. Success in Service Success… Focus on the guest
Understand the role of the guest-contact employee
Weave a service culture into education and training systems
Thrive on change

12. Moments of Truth Examples in a restaurant… Guest calls for reservation
Guest tries to find restaurant
Guest parking
Guest welcome
Guest is told table is not ready
Guest goes to lounge for a cocktail

13. Leadership Effective leadership involves…
Applying your own particular brand of leadership to the operation
Managing change effectively
Valerie Ferguson

14. Leadership Leadership (cont.)… Fostering teamwork
Soliciting teamwork from employees
Motivating employees
Delivering on all promises
Valerie Ferguson

15. Traits of Leadership Traits… Integrity Honesty Trustworthiness
Confidence
Creativity
Flexibility

16. Traits of Leadership Traits (cont.)… Communication
Willingness to teach
Motivation
Adaptability

17. Leadership Characteristics
Strong sense of purpose
Persistence
Self-knowledge
Always seeks new learning experiences
Enjoys work

18. Leadership Characteristics
Characteristics (cont.)…
Relationships based on trust and respect
Socially responsible
Takes risks
Sees mistakes as opportunities
Serves the needs of others

19. A “MUST” for Leaders Leaders… Provide clear expectations and standards
Communicate those expectations
Hold members accountable for their feedback

20. A “MUST” for Leaders Leaders (cont.)…
Coach through honest and direct feedback
Recognize, reward, and celebrate success

21. Service and TQM Service… Ensures consistency
Participative process that involves all departments
Continuous process
Should be an integral part of the mission
It’s simply EXCITING

22. Making it Happen Happening… Good Academic record Resume Internships
Mentor
Job shadowing

23. Making it Happen Happening (cont.)… Networking Work experience
Extracurricular Activities