Chapter 1 Welcome to the Hospitality Industry

Introduction to Hospitality, Fourth Edition John Walker

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Pearson Prentice Hall Upper Saddle River. NJ 07458 . Inc. Fourth Edition John Walker ©2006 Pearson Education. 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 Introduction to Hospitality.After Reading and Studying This Chapter.

The Pineapple Tradition    Symbol of welcome. friendship and hospitality Recognized internationally Foundation for concept of “SERVICE” ©2006 Pearson Education. NJ 07458 Introduction to Hospitality. Pearson Prentice Hall Upper Saddle River. Inc. Fourth Edition John Walker .

NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education. Pearson Prentice Hall Upper Saddle River. Inc.Hospitality and Tourism   Largest and fastest growing industries Common dynamics   Delivery of services and products Customer and guest impressions are critical Introduction to Hospitality.

Inc.Scope of Hospitality and Tourism Industry  Travel            Lodging   Air Cruise Rail Coach Auto Ecotourism Meetings. NJ 07458 . Pearson Prentice Hall Upper Saddle River. Fourth Edition John Walker ©2006 Pearson Education. Conventions and Expositions Restaurants Managed services Recreation     Hotels Motels Attractions Gaming Parks Recreation Introduction to Hospitality.

Pearson Prentice Hall Upper Saddle River.Figure 1-1 Scope of the Hospitality-Tourism Industry Introduction to Hospitality. Inc. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .

Inc.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 Introduction to Hospitality. Pearson Prentice Hall Upper Saddle River. NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education.

Inc. Pearson Prentice Hall Upper Saddle River.Corporate Philosophy  Philosophy…    Shift towards greater employee empowerment Strong links to TQM Service philosophy is a way of life Introduction to Hospitality. NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education.

Pearson Prentice Hall Upper Saddle River. strategies and values Introduction to Hospitality. NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education.Corporate Culture  Culture…  Overall style and feel of the company  Mission Statement  Central purposes. Inc.

Inc. Fourth Edition John Walker ©2006 Pearson Education.Corporate Culture  Goal  Broad statement geared towards accomplishment Quantification of goals Actions needed to reach goals  Objective   Strategy/Tactics  Introduction to Hospitality. NJ 07458 . Pearson Prentice Hall Upper Saddle River.

Fourth Edition John Walker ©2006 Pearson Education. Inc. NJ 07458 . Pearson Prentice Hall Upper Saddle River.Reasons Behind Inconsistency in Service     Education system does not teach service Little priority on training in service Over-reliance on Technology Lack of motivation Introduction to Hospitality.

Fourth Edition John Walker .“Seven Deadly Sins of Service” 1. Inc. 5. NJ 07458 Introduction to Hospitality. 7. 2. Apathy (suspension of passion) Brush-off (to ignore a person) Coldness Condescension (an insulting way of talking to other people) Robotics Rule book Runaround (informal deceitful) ©2006 Pearson Education. 6. 4. Pearson Prentice Hall Upper Saddle River. 3.

For Success in Service We Need to:     Focus on the guest Understand the role of the guestcontact employee Weave a service culture into education and training systems Thrive on change ©2006 Pearson Education. Inc. NJ 07458 Introduction to Hospitality. Fourth Edition John Walker . Pearson Prentice Hall Upper Saddle River.

Pearson Prentice Hall Upper Saddle River. NJ 07458 .Moments of Truth  Examples in a restaurant       Guest Guest Guest Guest Guest Guest calls for reservation tries to find restaurant parking welcome is told table is not ready goes to lounge for a cocktail Introduction to Hospitality. Fourth Edition John Walker ©2006 Pearson Education. Inc.

Fourth Edition John Walker .Trends Globalization Safety and security Diversity Service Technology Legal issues Changing demographics Price-value Sanitation ©2006 Pearson Education. Pearson Prentice Hall Upper Saddle River. Inc. NJ 07458 Introduction to Hospitality.

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