1. Chapter 1 Welcome to the Hospitality Industry

2. 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

3. The Pineapple Tradition
Symbol of welcome, friendship, and hospitality
Recognized internationally
Foundation for concept of “SERVICE”

4. Hospitality and Tourism
Largest and fastest growing industries
Common dynamics:
Delivery of services and products
Customer and guest impressions are critical

5. 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

6. Figure 1-1 Scope of the Hospitality-Tourism Industry

7. 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

8. Corporate Philosophy Philosophy:
Shift toward greater employee empowerment
Strong links to TQM
Service philosophy is a way of life

9. Corporate Culture Culture: Mission statement:
Overall style and feel of the company
Mission statement:
Central purposes, strategies, and values

10. Corporate Culture (cont.)
Goal:
Broad statement geared toward accomplishment
Strategy/tactics:
Actions needed to reach goals

11. “Seven Deadly Sins of Service”
Apathy
Brush-off
Coldness
Condescension
Robotics
Rule book
Runaround

12. 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

13. 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

14. 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”

15. Trends Globalization Safety and security Diversity Service Technology
Legal issues
Changing demographics
Price-value
Sanitation
Security