Guide Questions:

• From the speaker’s story, what moment/ situation did she first experience the culture of care
when she moved to Hawaii?

The speaker Jan Smith experience the culture of care when she decide to moved to
Hawaii and ended up in the island of Maui, then she rented a room there and immediately she
experience a warm welcome like a family, and after living a year with them she observed and
experienced the culture of care ,sharing, and that servant heart with the people in their
community. She definitely know it was the introduction for her in a word of hospitality.

• According to the speaker, can a culture of care change the service industry? How?
Yes, a culture of care can change the service industry because care is at the core of every
service iniative and when we think about it that’s the relationship between a guest and a
customer and how critical that is.

How can a culture of care change the service industry?

First – We have to care for the employees so they can care for the customer, we must train them
on how to engage with the customer, we must teach them how to develop or create an instant
relationship between the employee and customers so that the customer will be happy because of
the hospitality and quality service just setting an instant relationship with them. Moreover,
recognize the employees is also human beings and they also have emotions.

Second – We must trust and train our employees to value professionalism to become flexible at
workplace because we all know employees have their silents battle but a good employee set a
side it in order to do his best in his/her job so that they can create a positive vibe environment in
the service industry.

• What are some reasons according to the speaker why pursuing a career in the hospitality and
tourism industry is a great decision?

According to the speaker pursuing a career in the hospitality and tourism industry is a great
decision because it gives us the opportunity to work with the public so we can contribute not just
in economic growth but we can also influence people through our cultures and good customer
services. On the other hand the speaker also said that the more customer service is equivalent to
higher levels of productivity because a good service will attracts more customers so that’s why
pursuing a career in hospitality is a great decision because it will mold us to serve the best and
quality service that we can.

• As future tourism industry managers, to whom should you start the practice of culture of care
in the organization. Support your answer?
As a future tourism industry manager, I think that I should start the practice of culture of care in
the organization within myself because I do believe that if we want some change always start
with in yourselves because ourselves is our greatest enemy so we must discipline and value it in
order to become a better person. Furthermore, after I applied it within myself, I will teach and
pass it to my employees so that we can create a positive and attractive environment that can be
interesting to the costumers. On the other hand, a good Managers is great communicator by
being good listeners. If we allow time for our employees to speak and we can clearly understand
the organization's vision and share it with the people in the team to motivate them to do their
very best to produce a good and quality service. The value and culture of care is important in
order to develop the relationship between the guest and the employees.

• Provide an example (situation) where Culture of Care is shown and practiced in the workplace.

Grace Restaurant

Scenario

An old woman entered Grace Restaurant to grab some food when she about to enter the door one
of the service crew saw the old woman struggling to open the door so he immediately help the
old woman and guide her towards the dining table. The service crew introduced himself to the
old woman with a smile and ask what he can do to her, the old woman smiled back at him and
ask for the menu. The old woman was struggling to read the menu so the service crew read it for
him and recommend their best sellers and budget meals. The old woman ordered the best seller
dish and the service crew offered her a glass juice and some chips to eat while waiting. After 5
minutes the order of the old woman was served. The woman called the service crew and ask for
plastic bag for the left overs but the service crew brought the old woman some transparent
Tupperware and pack the left overs and he put it inside a paper bag. after that the service crew
helped the old woman to find some taxi. she gave a tip to the service crew but the crew refuses
and said it was my pleasure to serve you ma’am , the old woman was satisfied and happy to the
service she experienced at the Grace Restaurant and that is an example of culture of care shown
and practiced in the workplace.

• Formulate a (3) three-sentence summary of the TED TALK episode with Jan Smith.

Well to be perfectly honest, after watching this video I have learned a lot of new thing about my
chosen career like the value of culture of care in which I found out how to create or develop
relationship between the guess and employees. Also I learned the importance of being a good a
manager because it will reflect to your employees on what kind of manager you are. Moreover, I
found out that if we cared for our employees they can be capable of taking good care of our
customers. Therefore I conclude that culture of care can create change like a domino effect, so if
we want some change in the cultures of our workplace we must fix and change ourselves first so
that we can be an example to them that being a good manager we can create a productive and
positive workplace that can give the best quality service.