C H A P T E R

Welcome to the Wonderful World of Hospitality

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Hospitality
From the French word hospice
To provide care/shelter for travelers

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Pineapple
Symbolic of
Welcome Friendship Hospitality

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Characteristics of Hospitality
Hospitality
Pineapple is a symbol of welcome, friendship, and hospitality Largest and fastest growing industry Emphasis on service, and guest satisfaction Product is intangible and perishable

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Characteristics of Hospitality
Hospitality (cont.)
No such thing as business hours Hospitality operations run on a 24 hour basis all year round Characterized by shift work

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Corporate Philosophy
Philosophy
Shift towards greater employee empowerment Strong links to TQM Service philosophy is a way of life

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Corporate Culture
Culture
Overall style and feel of the company Mission Statement
Central purposes, strategies, and values

Goal
Broad statement geared towards accomplishment

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Corporate Culture
Culture (cont.)
Objective
Quantification of goals

Strategy/Tactics
Actions needed to reach goals

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Reasons Behind Inconsistency in Service

Inconsistency
Education system does not teach service Little priority to training in service Over reliance on Technology Lack of motivation

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

7 Deadly Sins of Service

Sins of service
1. 2. 3. 4. Apathy Brush-off Coldness Condensation 5. Robotics 6. Rule book 7. Runaround

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Success in Service
Success
Focus on the guest Understand the role of the guest-contact employee Weave a service culture into education and training systems Thrive on change

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Moments of Truth
Examples in a restaurant
Guest calls for reservation Guest tries to find restaurant Guest parking Guest welcome Guest is told table is not ready Guest goes to lounge for a cocktail

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Leadership
Valerie Effective leadership involves Ferguson

Applying your own particular brand of leadership to the operation Managing change effectively

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Leadership
Leadership (cont.)
Valerie Ferguson

Fostering teamwork Soliciting teamwork from employees Motivating employees Delivering on all promises

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Traits of Leadership
Traits
Integrity Honesty Trustworthiness Confidence Creativity Flexibility

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Traits of Leadership
Traits (cont.)
Communication Willingness to teach Motivation Adaptability

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Leadership Characteristics
Characteristics
Strong sense of purpose Persistence Self-knowledge Always seeks new learning experiences Enjoys work

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Leadership Characteristics
Characteristics (cont.)
Relationships based on trust and respect Socially responsible Takes risks Sees mistakes as opportunities Serves the needs of others

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

A MUST for Leaders

Leaders
Provide clear expectations and standards Communicate those expectations Hold members accountable for their feedback

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

A MUST for Leaders

Leaders (cont.)
Coach through honest and direct feedback Recognize, reward, and celebrate success

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Service and TQM

Service
Ensures consistency Participative process that involves all departments Continuous process Should be an integral part of the mission Its simply EXCITING

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Making it Happen
Happening
Good Academic record Resume Internships Mentor Job shadowing

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Making it Happen
Happening (cont.)
Networking Work experience Extracurricular Activities

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker