© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Chapter 1 Welcome to the Hospitality Industry

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition After Reading and Studying This Chapter, You Should Be Able to: Describe the characteristics of the hospitality industry Explain corporate philosophy Discuss why service has become such an important facet of the hospitality industry Suggest ways to improve service

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition The Pineapple Tradition Symbol of welcome, friendship, and hospitality Recognized internationally Foundation for concept of “SERVICE”

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Hospitality and Tourism Largest and fastest growing industries Common dynamics:  Delivery of services and products  Customer and guest impressions are critical

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Scope of Hospitality and Tourism Industry Travel  Air  Cruise  Rail  Coach  Auto  Ecotourism Lodging  Hotels  Motels Meetings, Conventions, and Expositions Restaurants Managed services Recreation  Attractions  Gaming  Parks  Recreation

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Figure 1-1 Scope of the Hospitality-Tourism Industry

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Characteristics of the Hospitality Industry Product is intangible and perishable No such thing as business hours Hospitality operations run on a 24-hour basis all year round Characterized by shift work

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Corporate Philosophy Philosophy:  Shift toward greater employee empowerment  Strong links to TQM  Service philosophy is a way of life

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Corporate Culture Culture:  Overall style and feel of the company Mission statement:  Central purposes, strategies, and values

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Corporate Culture (cont.) Goal:  Broad statement geared toward accomplishment Strategy/tactics:  Actions needed to reach goals

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition “Seven Deadly Sins of Service” 1. Apathy 2. Brush-off 3. Coldness 4. Condescension 5. Robotics 6. Rule book 7. Runaround

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition For Success in Service We Need to: Focus on the guest Understand the role of the guest-contact employee Weave a service culture into education and training systems Thrive on change

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition 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

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Disney Service Model Smile Make Eye contact Respect and welcome all guests Value the magic Initiate guest contact Creative service solutions End with a “thank you”

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Trends Globalization Safety and security Diversity Service Technology Legal issues Changing demographics Price-value Sanitation Security