Hospitality and Tourism

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Hospitality and Tourism

• Chapter 1

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Products Goods and Services

• Goods are tangible (can feel, smell, etc.)
• Examples Soft drink, t-shirt, food
• Services are intangible (not touch, smell, etc.)
• Examples Wake-up call, concierge

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Which is more important to hospitality and
travel?????

• A good??????
• A service????

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Product Variables

• Perishability probability of product ceasing to
  exist or becoming unusable in a certain period of
  time
• Empty Hotel rooms (lost income)

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Intangibility

• Things that cannot be touched
• Goods and services that related to
  memories/experiences
• Brochures/Web sites to see what looks like
  (cannot sample prior to arrival)

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Changeability

• Opinion of guest is subject to being changed or
  altered.
• Example Guest at a hotel being disturbed by
  someone in the next room (opinion of hotel will
  be changed possibly)

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The Importance of Hospitality and Tourism

• Employees more than 8 million people
• Generates 525 billion dollars in sales
• Third largest retail industry behind automotive
  and food stores
• One out of every 7 Americans employed directly or
  indirectly

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Importance of hospitality and tourism to

• Pulaski County?????
• Our Country??????

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The Hospitality industry

• Lodging hotels, motels, inns, and bed and
  breakfasts
• Local Examples????
• Food-service Management casinos, restaurants,
  catering companies, hospitals, schools, etc.
• Local Examples????

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Tourism Businesses

• Travel/Transportation vendors air, rail, auto,
  cruise, and motor-coach travel
• Tourism offices, chamber of commerce, etc.
  distribute information to travelers

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The Tourism Industry

• Local Examples????
• http//www.lakecumberlandtourism.com/lake_boating.
  php

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Other Businesses

• Recreational facilities
• Meeting-Planning services
• Sports and Entertainment Industries

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Technology Trends

• Websites be utilized to entice customers to
  purchase products and services
• Booking reservations
• May get discounts if book on Internet
• (saves company money dont have to pay as many
  employees)

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Internet Access

• Access to Internet in hotel rooms and lobbies
• Restaurants Internet access
• Airports/Airplanes Internet access

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Information management

• Networks have access to guest information
  (create profiles)
• Helps predict sales
• Planning promotions
• Developing better guest relations
• Planning menus

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Guest Services

• Wake-up calls
• Video check-in and check-out
• Computerized heating and cooling
• Computerized lighting

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Trends in hospitality and tourism

• Safety food service sanitation
• Increased security at hotels (keyless electronic
  locks)
• Women only floors
• Cruises have passport control and photo IDs
• Stricter entrance procedures at stadiums,
  airlines, etc.

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Other trends

• Diversity more women and minorities working in
  hospitality and travel
• Managers/employees will need to be able to work
  with people of different cultures

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Other trends

• Ecology increased awareness of protecting the
  environment
• Recycling
• Using environmentally friendly products
• Reuse towels

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Markets

• Certain markets are growing (Baby Boomers)
• Spas are growing (seeking wellness and decrease
  stress)
• More states are legalizing gambling (increase in
  casino properties)
• Time sharing (worldwide vacation ownership)

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Convenience

• Emphasis on value of time and money
• Products and services must be convenient and
  easily accessible
• Extensive take-out offerings
• 24 hour locations
• Casual atmospheres
• Convenient checkin/checkout