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About the Hospitality Industry

About the Hospitality Industry. Hospitality. From the French word “hospice… “To provide care/shelter for travelers”. Pineapple. Symbolic of… Welcome Friendship Hospitality. Largest and fastest growing industry Emphasis on service, and guest satisfaction

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About the Hospitality Industry

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  1. About the Hospitality Industry

  2. Hospitality • From the French word “hospice… • “To provide care/shelter for travelers”

  3. Pineapple • Symbolic of… • Welcome • Friendship • Hospitality

  4. Largest and fastest growing industry • Emphasis on service, and guest satisfaction • 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 Characteristics of Hospitality

  5. Travel • Airlines • Cruise • Rail • Car rentals • Lodging • Hotels • Motels • Timeshares • B & B’s • Foodservice • Restaurants • Bars • Catering • Institutional F/S • Contract F/S • Recreation • Attractions • Parks • Gaming • Eco-tourism Facets of Hospitality

  6. Product is intangible • Product is highly perishable • Product is effervescent • Measurement of guest satisfaction Characteristics of Service

  7. The Philosophy of Hospitality • Customer Driven • Shift towards greater employee empowerment • Strong links to Total Quality Management • Service philosophy is a way of life

  8. It is difficult to “teach” service in an academic environment • Little priority to training in service • Over reliance on Technology • Lack of motivation Some Reasons Behind Inconsistency in Service

  9. Apathy • Brush-off • Coldness • Condescending • Robotics • Rule Booking • Runaround The 7 Deadly Sins of Service

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

  11. 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 These are called: Moments of Truth

  12. The Hospitality Industry NeedsLEADERS • Effective leadership involves… • Applying your own particular brand of leadership to the operation • Managing change effectively • Fostering Teamwork • Motivating others • Delivering on THE promise

  13. Traits of Leadership • Communication • Willingness to teach • Motivation • Adaptability • Integrity • Honesty • Trustworthiness • Confidence • Creativity • Flexibility

  14. Characteristics… • Strong sense of purpose • Persistence • Self-knowledge • Always seeks new learningexperiences • Enjoys work • Relationships based on trust and respect • Socially responsible • Takes risks • Sees mistakes as opportunities • Serves the needs of others Leadership Characteristics

  15. A “MUST” for Leaders • Understand what Others need to understand • Hold members accountable for their feedback • Coach through honest and direct feedback • Recognize, reward, and celebrate success

  16. How to Make It Happen • Good Academic record • Resume • Internships • Mentor • Job shadowing • Networking • Work experience • Extracurricular Activities

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