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. 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 towards 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 Goal Objective Strategy/Tactics
Broad statement geared towards accomplishment
Objective
Quantification of goals
Strategy/Tactics
Actions needed to reach goals

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

12. “7 Deadly Sins of Service”
Apathy
Brush-off
Coldness
Condescension
Robotics
Rule book
Runaround

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

14. 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

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

16. Economic Principles Demand
DEMAND CURVE: a graph showing how much of a given product people will be willing to buy at different prices
Price
Quantity Demanded

17. Economic Principles Demand
"Law" of Demand: As the price of a good goes up, the quantity demanded of that good goes down
demand curves slope downward
Price
Quantity Demanded

18. Economic Principles Demand
Changes in Demand: Movement along the demand curve
Shift in Demand: The whole curve moves up or down
Price
Quantity Demanded