1. Write down what the word hospitality means to you
Bellringer:
Write down what the word hospitality means to you

2. Objectives I will define Hospitality
I will identify the basic components of the hospitality industry

3. Principles of Hospitality and Tourism
What does that mean?
Principles of Hospitality and Tourism

4. Pineapple, the symbol for hospitality
Pineapple, the symbol for hospitality. Began in Brazil to let people know they were welcome to enter their home.

5. What is Hospitality? -Creating a pleasant environment
-Receiving guests in a generous and cordial manner
-Creating a pleasant environment
-Satisfying a guest’s needs
-Generating a friendly and safe atmosphere

6. What is the Hospitality Industry?
Comprising of all businesses that serve guests who are away from home.

7. Industry Diversity Hospitality employees are also diverse
Hospitality businesses provide diverse products and services, including
lodging
food
entertainment
transportation
The hospitality industry serves diverse customers
Hospitality employees are also diverse

8. Travel for recreation or the arrangement of such travel.
What is Tourism?
Travel for recreation or the arrangement of such travel.

9. Industry Complexity The hospitality industry has five segments: food
lodging
travel
tourism
recreation
©Sean Pavone Photo/Shutterstock.com

10. Umbrella of Hospitality

11. Scope of Hospitality and Tourism Industry
Travel
Air (airlines)
Cruise
Rail
Coach (RV’s)
Auto (rental cars)
Ecotourism
Travel agents
Lodging
Hotels
Motels
Resorts
Meetings, Conventions, and Expositions
NRG (rodeo)
Restaurants
Recreation
Attractions
Gaming
Parks
Museums
Zoos
Sporting venues
Arcades

12. Hospitality and Tourism
Largest and fastest growing industries
The travel and tourism industry in the United States generated nearly $1.5 trillion in economic output in 2012
Common dynamics:
Delivery of services and products
Customer service

13. The Foodservice Industry
consists of businesses that prepare food and beverages for customers
includes businesses of many sizes, types, and locations
is the largest and most varied segment of the hospitality industry

14. Components of the Hospitality and Tourism Network
Food and Beverage Services
Lodging Services and Ski Resorts
Recreation Services
Campgrounds and Theme Parks
Travel Related Services
The Gaming Industry
Components of the Hospitality and Tourism Network

15. 799,000+ facilities throughout the U.S
From Street Vendors…
To 4-star restaurants…

16. The Lodging Industry
The lodging industry consists of businesses that provide overnight accommodations
Lodging includes a wide range of prices and levels of service

17. The Travel Industry
The travel industry consists of businesses that physically move travelers from one place to another, such as
car rentals
taxi and ferry services
train and bus services
airlines

18. The Tourism Industry
The tourism industry consists of businesses that organize and promote travel, such as
travel agencies
tour operators
cruise companies
meeting and convention planners
convention and visitors bureaus
travel and tourism offices
travel planners, who create travel packages

19. The Recreation Industry
Recreation is any activity done for rest, relaxation, and enjoyment
The recreation industry includes such operations as
entertainment
spectator and participatory sports
attractions

20. the most important product of the hospitality industry.
What is Service?
the most important product of the hospitality industry.
Physical and psychological service. They combine to equal total service.

21. A Customer Focus All segments of the industry must meet customer needs
All hospitality workers contribute to a customer’s overall experience

22. Receiving guest in a cordial manner and anticipating their needs.
Service is……
Receiving guest in a cordial manner and anticipating their needs.
Focus on: price-value, reliability, responsiveness, assurance, and empathy

23. Customer Service Service is an activity done for another person
In a hospitality business, customer service is the total experience a customer has with that business
Customer experience includes staff performance and courtesy, cleanliness of the property, and the way customers are treated

24. Customers
A customer or guest is someone who buys products or services from a business
The success of a hospitality business depends on return customers
Poor service is the number one reason customers do not return to a business
Empathy helps hospitality workers provide what customers need

25. Customers’ Needs
Human needs range from basic physical needs, such as food and shelter, to psychological needs, such as feeling accepted and fulfilling personal goals
Successful hospitality businesses provide for their customers’ psychological as well as physical needs

26. Satisfying Customer Needs
Hospitality companies strive for customer satisfaction
Quality service is service that meets or exceeds customer expectations
Consistent quality service means providing the same good service and products each time a customer comes to a business
Quality service depends on service encounters

27. Quality Service All customers expect
to be treated with dignity and respect
to have their requests handled accurately and efficiently
truthful product descriptions and answers to their questions
honesty and accuracy in money transactions

28. Have things changed over the years regarding service? How? Why?
Question??
Have things changed over the years regarding service? How? Why?

29. What is GOOD Service usually measured by?
1. Number of amenities
3. Speed of service
2. Degree of personal attention/interaction
Amenities: features that add material comfort, convenience, or smoothness to social interactions

30. Importance of Service Quality
Poor service results in loss of customers and bad word-of-mouth publicity
Quality service brings repeat customers and generates positive word-of-mouth publicity
Quality service is achieved by employees who are skilled at their jobs and understand the art of customer service

31. Characteristics of the Hospitality Industry
All about service
Customers are primary focus
Product is intangible and perishable
No such thing as business hours
Hospitality operations run on a 24-hour basis all year round

32. Chapter 1 Review Name the five segments of the hospitality industry.
food, lodging, travel, tourism, recreation
Which segment is the largest and most varied?
the food industry
continued

35. Activity Categorizing Hospitality Businesses
Identify at least 5 examples (names of businesses/companies) in each of the 4 segments on the worksheet.
Place your name on top and turn in at the end of class.