Introduction To Hospitality, 6e Introduction To Hospitality Management, 4e

Introduction to Hospitality, 6e
and
Introduction to Hospitality Management, 4e

John R. Walker
Introducing Hospitality
Chapter 1
Hospitality through the ages

The word hospitality
comes from the French
term hospice, meaning to
provide care/shelter for
travelers.
Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker
2013 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved
Ancient Times
The Summarians, after becoming successful
farmers, began other activities such as
Writing
Inventing money
Creating pottery
Making tools
Producing beer
Taverns provided a place for locals to relax and

enjoy each others company
Taverns and Inns began springing up all over
Europe, China, Egypt and India

Greece and Rome

The Code of Hammurabi (1700 B.C.E.) was one
of the first written documents imposing penalties
for plotting crimes in Taverns.
The Code also imposed the death penalty for
watering down the beer!
The Romans built Inns about 25 miles apart on
all the main roads throughout the country.
The first business lunch was the idea of a
Roman tavern owner in 40 B.C.E.

Medieval Times
Charlemagne established rest houses for
pilgrims in the 8th century
The stagecoach was popular in England with
Inns and taverns located on the trail called post
houses.
In the late 16th century eating places called an
ordinary were taverns serving a fixed-price
meal.


Coffee Houses
Coffee houses began to spring up all over
Europe during the 17th century
The most famous was Caf Florian on the Piazza
San Marco which still operate today
Coffee houses were the social and literary

centers of their day


The New World

Ordinarys were common in the New World
during the 1600s
Coles Ordinary, 1663
Hudsons House, 1640
The Stadt House, 1642
Frauncis Tavern, where George Washington

maintained his Revolutionary headquarters is
still operating today.
John Adams, the 2nd President of the United
States owned a tavern from 1783 to 1789

The French Revolution

The French Revolution changed the course of
Culinary history as nearly all French chefs
worked for the nobility. As the nobility lost their
titles and their property, the chefs lost their jobs.
Many immigrated to the New World and found
themselves in New Orleans, a French enclave.
There, they introduced sauces and other
flavorful dishes that supplanted the primitive
cooking originating with the British.

The Nineteenth Century

One of the first great cook books was Antoine
Carme 's La Cuisine Classique detailing
numerous dishes and their sauces. This was the
beginning of the a la carte menu
Auguste Escoffier published the classic recipe
book Le Guide Culinaire and installed the
brigade system in the kitchen
Thirty five restaurants in New York City have
celebrated their 100th anniversary

The Twentieth Century

There was a rapid development of hotels,
motels, fast food, and coffee shops after World
War II.
The 1980s saw hospitality, travel, and tourism
expand as baby boomers influenced the
industry through their buying power.
After 9/11 the economic recovery proved very
strong as hospitality businesses expanded in
North America and abroad.

Welcome to You, the Future

Hospitality Industry leaders
Hospitality industry is an exciting place to be:
Its fascinating
Its fun
It offers competitive pay
It offers advancement opportunities


Career Paths Figure 1-1


Welcome to You, the Future

Hospitality Industry leaders
Works to create memories
Everyday guests rely on us for service
Passion is in the service element
People with a service spirit are happy to do
something extra to make the guests experience
memorable
The WOW factor!


The Pineapple Tradition

The pineapple has enjoyed a rich and
romantic heritage as a symbol of
welcome, friendship, and hospitality
Pineapples were brought back from
the West Indies by early European
explorers during the seventeenth
century
From that time on the pineapple
became the favored fruit of royalty and
the elite
Today, it is globally recognized as a
symbol of hospitality

The Interrelated Nature of

Hospitality and Tourism
The hospitality and tourism industry is the
largest and fastest-growing industry in the
world
Under the umbrella of travel and tourism,
countless professions are necessary to meet
the needs and wants of people away from
home
All of these scopes have an effect on each
other


Hospitality employees have the ability to affect
the human experience by creating powerful
impressionseven brief moments of truth
that may last a lifetime
A moment of truth is an expression used to
describe a guest and an associate meetingas
when a guest walks into a restaurant



In managed services, foodservices are
provided for airlines, military facilities, schools,
health care operations, business and industry
These foodservice operations have the dual
challenge of meeting the needs and wants of both
the guests and the client (i.e., the institution itself)



The hotel business provides career
opportunities to associates who help make
reservations, greet, assist, and serve guests
The restaurant business fulfills guests diverse
needs and wants
Eating is a biological need that restaurants
accommodate
Restaurants also fulfill other human desires (i.e., the
need for socialization and to be entertained)

Characteristics of the Hospitality

Industry
Our services are mostly intangiblethe guest
cannot test-drive a nights stay or taste the
steak before dining
The products are for use, not possession
There is inseparability of production and

consumption of the service product, due to each
guests unique demands
There is also the perishability of our product
For example, we have 1,400 rooms in inventory, but
we sell only 1,200 rooms. What do we do with the 200
unsold rooms? Nothingwe lose 200 room nights
and the revenue.

Characteristics of the Hospitality

Industry
The hospitality industry is open 365 days 24
hours a day.
The industry relies heavily on shift work and
sometimes hours extend beyond the normal
work day
There are four basic shifts:
7:00AM to 3:00PM
10:00AM to 6:00PM
3:00PM to 11:00PM
11:00PM to 7:00AM


Hospitality Industry Philosophy

Changed from one manager planning,
organizing, implementing, and measuring to
managers counseling associates, giving them
resources, and helping them think for
themselves
A participative management style which results in
associate empowerment, increased productivity,
and guest and employee satisfaction


Hospitality Industry Philosophy

Corporate philosophy embraces the values of
the organizationincluding ethics, morals,
fairness, and equality
Shifts emphasis from the production aspect of
business to the focus on guest-related services


Sustainable Hospitality
The concept of sustainability involves
development that meets the needs of the
present without compromising the ability of
future generations to meet their own needs.
Sustainability is the ability to achieve continuing
economic prosperity while protecting the natural
resources of the planet and providing a high
quality of life for its people and future
generations.


Success in Service
Approximately 70% of the American and
Canadian economies are engaged in service
industries
It is critical to offer guests exceptional service
and to understand the role of guest services
This is the age of service
We buy loyalty with service


Success in Service
A guest is someone who receives or benefits
from the output of someones work
External customer satisfaction ultimately
measures a companys success, since they are
the people who are willing to pay for a
companys services
Internal customers are the people inside any
company who receive or benefit from the output
of work done by others in the company

Success in Service
For success in service we need to:
Focus on the guest.
Understand the role of the guest-contact employee.
Weave a service culture into education and training
systems.
Emphasize high-touch instead of just high-tech.
Thrive on change.


Moments of Truth
These are guest encounters
Every hospitality organization has thousands of
moments of truth every day
Some of them include:
A guest calls the restaurant for a table reservation
A guest tries to attract the bartenders attention for a
cocktail because there are no seats available
A server takes an order
A server brings the check
A guest departs the restaurant

The Focus on Service

We suffer from an overreliance on technology
Effective leaders make things happen because
they have developed the knowledge, skills, and
attitude to get the most out of their staff.
Leadership involves managing change
Our guests are constantly changing


Service and Total Quality Management

Total quality management (TQM) is a continuous
process that works best when managers are
also good leaders
TQM is a participatory process that empowers
all levels of employees to work in groups to
establish guest service expectations and
determine the best way to meet or exceed those
expectations
The difference between TQM and quality control
(QC) is that QC focuses on error detection,
whereas TQM focuses on error prevention

The Disney Approach to Guest Service

The Disney mission statement is simple: We
create happiness.
The key elements of Disneyland guest services
include:
Hiring, developing, and retaining the right people
Understanding their product and the meaning of the
brand
Communicating the traditions and standards of
service to all cast members
Training leaders to be service coaches
Measuring guest satisfaction
Recognizing and rewarding performance

Disney Service Model

It begins with a smile
Make eye contact and use body language
Respect and welcome all guests
Value the magic
Initiate guest contact
Creative service solutions


Disneys 5 Steps of Leadership

1. Provide clear expectations and standards
2. Communicate these expectations through
demonstration, information, and examples
3. Hold cast members accountable for their
feedback
4. Coach through honest and direct feedback
5. Recognize, reward, and celebrate success


Careers
A career path does not always go in a straight
line
Progression means that we advance from one
position to another
The path to General Manager in a hotel may go
through a combination of positions because it is
better to have experience in several areas
(cross training)


Career Goals
A good way to gain experience in many areas is
an internship and work experience
Exploring different areas of the hotel will help
you better decide what career path to take


Is the Hospitality Industry for You?

The hospitality industry is a service industry; we
take pride in caring about others
Recruiters look for service oriented people who
walk the talk
Good work experience

Involvement in on-campus activities
Positive attitude
Good GPA


Self-Assessment
and Personal Philosophy
The purpose of a self-assessment is to measure
our current strengths and weaknesses and
determine what we need to improve in order to
reach our goals
Self-assessment helps establish where we are
now and shows links to where we want to go
Make a list of areas to make improvements


Now is the Time to Get Involved

Very important to be involved in on-campus
activities
Professional hospitality and tourism
organizations
Participate in organizational events
Participating shows your commitment to the
industry


Professional Organizations
CHRIE the global advocate of hospitality and
tourism education
NRA National Restaurant Association
AH&LA American Hotel & Lodging Assn.
ISES International Special Events Society
PCMA Professional Convention Management
Assn.
NSMH National Society of Minorities in
Hospitality

Trends
Globalization
Safety and security
Diversity
Service
Technology
Legal issues
Changing demographics
Price value
Social Media
Sanitation

The End



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Introduction to Hospitality, 6e

Introduction to Hospitality Management, 4e

Hospitality through the ages

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

Taverns provided a place for locals to relax and

2013 by Pearson Higher Education, Inc

Greece and Rome

2013 by Pearson Higher Education, Inc

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

Coffee houses were the social and literary

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

The New World

Frauncis Tavern, where George Washington

2013 by Pearson Higher Education, Inc

The French Revolution

2013 by Pearson Higher Education, Inc

The Nineteenth Century

2013 by Pearson Higher Education, Inc

The Twentieth Century

2013 by Pearson Higher Education, Inc

Welcome to You, the Future

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

Career Paths Figure 1-1

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

Welcome to You, the Future

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

The Pineapple Tradition

2013 by Pearson Higher Education, Inc

The Interrelated Nature of

2013 by Pearson Higher Education, Inc

The Interrelated Nature of

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

The Interrelated Nature of

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

The Interrelated Nature of

2013 by Pearson Higher Education, Inc

Characteristics of the Hospitality

There is inseparability of production and

2013 by Pearson Higher Education, Inc

Characteristics of the Hospitality

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

Hospitality Industry Philosophy

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

Hospitality Industry Philosophy

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc

2013 by Pearson Higher Education, Inc

Introduction to Hospitality, 6e and Introduction to

2013 by Pearson Higher Education, Inc