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Welcome to the Wonderful World of Hospitality
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Hospitality From the French word “hospice…
“To provide care/shelter for travelers”
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Pineapple Symbolic of… Welcome Friendship Hospitality
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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
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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
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Corporate Philosophy Philosophy…
Shift towards greater employee empowerment Strong links to TQM Service philosophy is a way of life
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Corporate Culture Culture… Overall style and feel of the company
Mission Statement Central purposes, strategies, and values Goal Broad statement geared towards accomplishment
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Corporate Culture Culture (cont.)… Objective Strategy/Tactics
Quantification of goals Strategy/Tactics Actions needed to reach goals
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Reasons Behind Inconsistency in Service
Education system does not teach service Little priority to training in service Over reliance on Technology Lack of motivation
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7 Deadly Sins of Service Sins of service… Apathy Robotics Brush-off
Coldness Condensation Robotics Rule book Runaround
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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
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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
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Leadership Effective leadership involves…
Applying your own particular brand of leadership to the operation Managing change effectively Valerie Ferguson
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Leadership Leadership (cont.)… Fostering teamwork
Soliciting teamwork from employees Motivating employees Delivering on all promises Valerie Ferguson
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Traits of Leadership Traits… Integrity Honesty Trustworthiness
Confidence Creativity Flexibility
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Traits of Leadership Traits (cont.)… Communication
Willingness to teach Motivation Adaptability
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Leadership Characteristics
Strong sense of purpose Persistence Self-knowledge Always seeks new learning experiences Enjoys work
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Leadership Characteristics
Characteristics (cont.)… Relationships based on trust and respect Socially responsible Takes risks Sees mistakes as opportunities Serves the needs of others
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A “MUST” for Leaders Leaders… Provide clear expectations and standards
Communicate those expectations Hold members accountable for their feedback
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A “MUST” for Leaders Leaders (cont.)…
Coach through honest and direct feedback Recognize, reward, and celebrate success
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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
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Making it Happen Happening… Good Academic record Resume Internships
Mentor Job shadowing
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Making it Happen Happening (cont.)… Networking Work experience
Extracurricular Activities
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