Hospitality and Tourism

1. Hospitality and Tourism A general term used in travel & tourism describing the “hospitality industry”; refers to the general greeting, welcoming, food service, etc.

2. Forms of Communication • Internal Communication • Upward communication: is the flow of information from subordinates to superiors, or from employees to management. • Downward Communication: information flowing from the top of the organizational management hierarchy and telling people in the organization what is important (mission) and what is valued (policies) • Horizontal/Lateral communication: normally involves coordinating information, and allows people with the same or similar rank in an organization to cooperate or collaborate.  • Diagonal (or cross-wise) communication: occurs when messages are exchanged between employees of various different hierarchical levels. If a vice president holds a discussion with a human resources manager, this

3. Forms of Communication • External Communication • Communication with people outside the company is called “external communication”. Supervisors communicate with sources outside the organization, such as vendors and customers. Forms of communication in general: • Verbal communication refers to the form of communication in which message is transmitted verbally; communication is done by word of mouth or a piece of writing • INCLUDES WRITTEN AND ORAL • Nonverbal communication is the sending or receiving of wordless messages. We can say that communication other than oral and written, such as gesture, body language, posture, tone of voice or facial expressions, is nonverbal communication.

4. Active Listening an essential part of effective communication. Elements of active listening include the following: • concentration • interpreting the message being communicated • providing accurate feedback to the sender of the message • showing empathy and interest in what is being said • not interrupting when the other person is speaking • maintaining eye contact • using open body language

5. Effective Questioning Techniques • Simple closed questions require a “yes” or “no” answer (i.e. “Would you like the concierge to take your bags to your room”) • An open question allows the customer to provide more information (i.e. “Do you have any special dietary requirements?”) • Reflective questions are used to clarify information and allow you to ensure you have obtained all the facts you need (i.e. paraphrasing) • Should use pauses between questions to allow customers to absorb information

6. Appropriate body language/speech • Appropriate body language: • The vast majority of communication is carried out non-verbally. If body language does not reflect what is being said, confusion can arise. • Appropriate speech: • Includes aiming your language at the audience and minimizing the use of jargon or slang when speaking to a customer from a socially different background • The use of formal language such as using proper titles, for example “Mr” and “Mrs” is essential when dealing with external customers

7. Hospitality Marketing Mix

8. Sectors of the Hospitality Industry • Accommodation sector: responsible for providing people with a suitable place to stay and includes hotels, motels and motor lodges, resorts, bed and breakfasts (B&B), caravan parks, hostels and serviced apartments. • Food and beverage sector: provides people with a range of meals and beverages and includes restaurants, cafés, fast food outlets, bars and outside caterers. • The MICE (Meetings, Incentives, Conventions and Events) sector is a sector of the tourism industry which is varied and dynamic and brings together large groups of people for specific events usually from the corporate world. • Clubs and gaming sectors: work closely with each other and include organizations such as bowling clubs, leagues clubs or golf clubs. • Entertainment and recreation sector: provides entertainment and recreation for tourists • Travel and tourism sector: provides transportation and travel organization for tourists • Tourism services sector: provides information about the tourism industry and specific tourist locations to tourists and travelers as well as tourism companies (i.e. government tourism organizations as well as tourism organizations that train their members) • Hospitality: Entertainment, Prepared food, and Accommodations (provides services to those who travel)

9. Functions of Marketing Three basic functions: Market Research, Target Market, and Marketing Mix • Marketing Information Management: Gathering, recording, analyzing, and disseminating information to aid in making marketing decisions • Financing: Determining the need for and availability of financial resources to aid in marketing activities and stay in business • Pricing: The determination of an exchange price at which the buyer and seller perceive optimum value for a good or service. • Promotion: Communicates information about products, services, images, or ideas to customers or clients to influence their purchase behavior.

10. Functions of Marketing Cont. • Product/Service Management: The process of creating a product in response to market opportunities. Also includes managing marketing activities to optimize the relationships of potential loss to gain • Distribution: The physical movement of a good or service; deciding where and to what extent to sell a good or service. • Selling:Responding to consumers’ needs and wants through planned, personalized communications intended to influence purchase decisions Service Marketing: • Providing intangible products. • Hotels, restaurants, and airlines conduct extensive training to motivate employees to provide exemplary levels of service.

11. Types of Hospitality Markets Types of Accommodations: • Full-Service Facilities: • Hotels: Provides a wide range of services usually including a restaurant, bar, luggage assistance, room service, and many other amenities (i.e. Best Western, Ritz Carlton) • Motel: Smaller lodging facility located near major highways and interstates • Motor Inn: Lodging facilities usually found on feeder highways and roads or that are usually one or two stories with parking in front of the room • Limited-Service Facilities: (Primarily provides sleeping rooms without expensive amenities) • Extended-stay Facility: Specialized limited service facilities that offer residential style units with multi-room plans and kitchen facilities (e.g. a hostel) • Bed and Breakfasts: • Lodging facilities that include breakfast in the cost of the room. • Resorts: • Condominiums: Living quarters that are owned by private persons that are rented out to the public • Timeshare: Involves buying a specific time period (one or two weeks) to spend at a vacation resort (price varies based on time

12. Seven Step Problem Solving Method • Define and Identify the Problem • Analyze the Problem • Identifying Possible Solutions • Selecting the Best Solutions • Evaluating Solutions • Develop an Action Plan • Implement the Solution

13. Key Glossary Terms Booking: Term used to refer to a completed sale by a destination, convention center, facility, hotel or supplier (i.e. convention, meeting, trade show or group business booking). Carrier: A company that provides transportation services, such as motor coach companies, airlines, cruise lines, and rental car agencies. Demographics: Population measures, such as age, gender, income, education, race/ethnicity, religion, marital status, household size, and occupation. Net Rate: The rate provided to wholesalers and tour operators that can be marked up to sell to the customer. Rack rate: The official cost posted by a hotel, attraction or rental car, but not used by tour operators. Tariff : Rate of fare quoted and published by a travel industry supplier (i.e. hotels, tour operators, etc.) Usually an annual tariff is produced in booklet form for use in sales calls at trade shows. NOTE: More glossary terms will be provided to you

14. Analyzing the Multiple Choice • When given a multiple choice question, it is very important to identify what answers are completely wrong and which ones are right. Lets look at some examples EG. 1 Which of the following is a type of simple written report that usually is distributed to employees within a business: A. Proposal C. Handbook B. Memorandum D. Newsletter Step 1: Eliminate the ones are completely wrong and make no sense. In this case newsletter and proposal Step 2: After some of the ones that you identify are completely wrong you’re left to work with possible answers. In this case, memorandum and handbook. Step 3: Identify the meaning of the two, understand the meaning of both and which would be more suitable in the case. In this case, it is clear that memorandums are more often to occur in cases such as this Step 4: CIRCLE THE CORRECT ANSWER!

15. Analyzing the Multiple Choice NOW YOU TRY IT! EG. 2 When customers ask questions or have complaints about a business's procedures, employees need to be able to • A. give the customers a booklet to read. • B. explain the business's policies. • C. call a supervisor for help. • D. refer the customers to management. Step 1: The answers that don’t make sense in this case would be A and D Step 2: You are left with two options, option B and Option C.Step 3: Option B would be more correct as the employee is trying to solve the issue himself before he takes it to higher authority.