Introduction To Hospitality Fifth Edition: Upper Saddle River, New Jersey 07458 All Rights Reserved

HFT1000
Introduction to Hospitality
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Welcome to HFT1000
• Professor Todd J Fisher
– Phone: 407-313-4300 EXT 8521
– Email: todd.fisher@hilton.com
• Management Experience
– Hotel: Front Desk / Concierge / Guest Services / Room Ops
– Theme Park: Guest Services / Attractions / Transportation
– Events: Theme Parks / Convention Centers / Hotels
– Casino: Operations / Merchandise / Training
– Merchandise: Theme Park / Casino / Airport / Specialty
– Human Resources / Training & Development
• Companies:
– Walt Disney World / Universal Orlando / Warner Brothers / Coca-Cola /
Hilton Worldwide / Premiere Exhibitions

Welcome to HFT1000
• Professor Todd J Fisher
– Phone: 407-313-4300 EXT 8521
– Email: todd.fisher@hilton.com
• Highlights
– Opened (5) Hotels with a combined 8800 hotel rooms
– Worked with over 700,000 sq ft of meeting space
– Part of launch team for Epcot Food & Wine Festival
– Opened (2) RMS TITANIC Exhibitions
– Opened numerous retail outlets in various environments
– Developed and Managed over 1000 Meetings / Events with attendees
ranging from 4 to 78,000
• Education:
– AS: Valencia / BS: UCF Rosen / MBA: Rollins

Getting to Know you
• Name or Preferred Name
• Current Work Location or Student
• Hospitality Career Choice?
• Expectations For This Course

Where did they begin?

Chapter 1
Welcome to the Hospitality Industry
• Once Upon A Time
• Welcome future leaders!
• Hospitality spirit
• Service
• The pineapple tradition
• The interrelated nature of hospitality and tourism
• Characteristics of the hospitality industry
• Hospitality industry philosophy
• Success in service
• Moments of truth
• Service and total quality management
• Disney
Once Upon A Time …..
• The meaning of the word “hospitality”
comes from HOSPICE
• The Sumerians – 4,500 BC
• Greece and Rome – 1,700 BC
– Code of Hammurabi
– 25 Miles Apart
• Medieval Times - Charlemagne

The Story Continues
• 1282 Florence, Italy Est. Guild of Inn
Keepers
• English “Ordinary” Taverns
• Coffee Houses for Hangovers?
• The New World
– Fraunces Tavern – George Washington

The Story Continues
• French Revolution
– M. Boulanger
• New Orleans to New York
• Sound Familiar:
– Delmonico’s
– PJ Clarke’s
– White Castle

Welcome future leaders!
• Hospitality industry is an exciting place
to be:
• It’s fascinating
• It’s fun
• It offers competitive pay
• It offers advancement opportunities

Hospitality Spirit
• 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 guest’s experience
memorable

Service, Service, Service!
• Service is defined as “ the act or means of
serving”
• To serve is to “ provide goods and services for”
and “ be of assistance to”
• It is critical to give our guests exceptional service
each encounter
• The hospitality industry can be a good choice for
entrepreneurs who prefer to do their own thing
(i.e., a bar, catering company, event management,
restaurant, tour guide, night club, wedding
planner, etc.)

Figure 1-1
Career Paths

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 Tourism
and tourism, countless Hospitality
professions are necessary to
meet the needs and wants of
people away from home

and Tourism
• 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)
– National Restaurant Association (NRA)

and Tourism
• 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)

Characteristics of the Hospitality
Industry
• Our services are mostly intangible—the guest
cannot “ test-drive” a night’s 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 guest’s 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? Nothing—we lose 200 room
nights and the revenue.
Characteristics of the Hospitality
Industry
• Our industry is ALWAYS open (24/7 –
365 Days)
• Depends heavily on shift work
– AM / MID / PM / OVERNIGHT
• Hard work and dedication will pay off
– Manager are expected to work 10 hour days
or more
• The is a relationship business.
– It’s not who you know … but who knows you
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 organization—including
ethics, morals, fairness, and equality
• Shifts emphasis from the production
aspect of business to the focus on guest-
related services
• JW Marriott and Conrad Hilton

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 role of guest
services
• Teamwork between the front of the
house and the back of the house creates a
positive environment in which to work
Success in Service
• A guest is someone who receives or benefits
from the output of someone’s work
• External customer satisfaction ultimately
measures a company’s success, since they are
the people who are willing to pay for a
company’s 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
• Hospitality employees have the ability to

affect the human experience by creating
powerful impressions—even brief
moments of truth—that may last a
lifetime
• A moment of truth is an expression used
to describe a guest and an associate
meeting—as when a guest walks into a
restaurant – Jan Carlson (SAS)
A Cup of Kindness
• Customer service is a central focus of

hospitality
• Our job is to enhance the lives of those people
(guests, customers, passengers, etc.) to whom
we serve
– We begin by understanding what they need
– Kindness is demonstrated by making everyone feel
welcome
– Quality customer service requires that we make all
guests feel comfortable
– We all have a need to feel important
Moments of Truth
• Term created by Jan Carlson – Scandinavian
Airlines System
• 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 server takes an order
– A server brings the check
– A guest departs the restaurant

Focus on Service:
Seven Deadly Sins of Service
• Apathy
• Brush-off
• Coldness
• Condescension
• Robotics
• Rule book
• Runaround

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

Disney’s 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

Career Paths
• Hospitality Industry is largest and fastest
growing
• What do you want to do?
• Service oriented people thrive
• Join an organization
– Nat’l Restaurant Association
– CHRIE
– AHLA / CFHLA
– PCMA
Trends in The Industry
• Globalization
• Safety and Security
• Diversity
• Service
• Technology
• Legal Issues
• Changing Demographics
• Price – Value
• Social Media

Key Terms / Thoughts
• NRA – Nat’l Restaurant Association
• Moments of Truth
• Front of the House
• Back of the House
• Service is Intangible
• Inseparability of product and service
• Perishable Product
• Guests not customers
• Empowerment
• TQM

The End


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HFT1000

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

• The pineapple has enjoyed a rich and romantic

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

• Hospitality employees have the ability to

• Customer service is a central focus of

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.

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