1. About the Hospitality Industry

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

3. Pineapple Symbolic of… ◦Welcome ◦Friendship ◦Hospitality

4. Characteristics of Hospitality ◦Largest and fastest growing industry ◦Emphasis on service, and guest satisfaction ◦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

5. Facets of Hospitality ◦Travel  Airlines  Cruise  Rail  Car rentals ◦Lodging  Hotels  Motels  Timeshares  B & B’s –Foodservice Restaurants Bars Catering Institutional F/S Contract F/S –Recreation Attractions Parks Gaming Eco-tourism

6. Characteristics of Service ◦Product is intangible ◦Product is highly perishable ◦Product is effervescent ◦Measurement of guest satisfaction

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

8. Corporate Culture Overall style and feel of the company ◦Mission Statement  Central purposes, strategies, and values ◦Goal  Broad statement geared towards accomplishment ◦Objective (SMART)  Quantification of goals ◦Strategy  Broad definition of how goal(s) will be achieved ◦Tactics  Actions needed to reach goals

9. Reasons Behind Inconsistency in Service Inconsistency… ◦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 … 1.Apathy 2.Brush-off 3.Coldness 4.Condensatio n 5.Robotics 6.Rule book 7.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

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

15. Traits of Leadership Traits… ◦Integrity ◦Honesty ◦Trustworthiness ◦Confidence ◦Creativity ◦Flexibility –Communication –Willingness to teach –Motivation –Adaptability

16. Leadership Characteristics Characteristics… ◦Strong sense of purpose ◦Persistence ◦Self-knowledge ◦Always seeks new learning experiences ◦Enjoys work –Relationships based on trust and respect –Socially responsible –Takes risks –Sees mistakes as opportunities –Serves the needs of others

17. A “MUST” for Leaders Leaders… ◦Provide clear expectations and standards ◦Communicate those expectations ◦Hold members accountable for their feedback ◦Coach through honest and direct feedback ◦Recognize, reward, and celebrate success

18. 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

19. Making it Happen Happening… ◦Good Academic record ◦Resume ◦Internships ◦Mentor ◦Job shadowing ◦Networking ◦Work experience ◦Extracurricular Activities