Introduction to the Hospitality Industry

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Introduction to the Hospitality Industry
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And YOU are???

• Name
• Major
• Course Related
• Travel favorite place visited
• Restaurant or Food favorite
• Something Personal
• Favorite movie, hobby, etc
• One item you can not live without

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Symbol of Hospitality

• Symbolic of
• Welcome
• Friendship
• Hospitality

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What is Hospitality?

• Hospitality comes from the old French word
  Hospice, meaning to provide care/shelter for
  travelers
• Which comes from the Latin term Hospe which means
  guest or host.
• Hospitium means guest chamber, inn or quarters

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Ancient Times

• Sumerian traders
• 3000 BC
• First overnight lodging
• 4000 years ago

• Greece
• The place for food
• Roman
• The place for lodging
• Business luncheon

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Medieval Times

• Monasteries
• Italian Innkeepers
• Nobel Households

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18th 19th Century

• Colonial Inns
• Taverns
• Inns
• Ordinaries

• Restaurants growing so is the concept of a la
  carte menu

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Quotes

• As society has changed, so has the hospitality
  industry
• Because societies will continue to change in
  what they need and want, the hospitality industry
  will also continue to change

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Scope of Hospitality and Tourism Industry

• Travel
• Air
• Cruise
• Rail
• Coach
• Auto
• Ecotourism
• Lodging
• Hotels
• Motels

• Meetings, Conventions and Expositions
• Restaurants
• Managed services
• Recreation
• Attractions
• Gaming
• Parks
• Recreation

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Figure 1-1Scope of the Hospitality-Tourism
Industry
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High Growth Industry

• Accommodation and food services makes up about
  8.1 percent of all employment. (U.S. Bureau of
  Labor Statistics)
• Employment in the accommodation and food services
  industries is predicted to grow 18 between 2002
  and 2012, adding more than 1.6 million new jobs.
  (U.S. Bureau of Labor Statistics)

U.S. Department of Labor Employment Training
Administration
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Hospitality and Tourism

• Largest and fastest growing industries
• Common dynamics
• Delivery of services and products
• Customer and guest impressions are critical

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Characteristics of the Hospitality Industry

• 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
• Four Shifts
• Morning Shift begins 6 a.m.
• Mid-Shift 10 a.m.-7 p.m.
• Evening 3 p.m.-1130 p.m.
• Graveyard 1100 p.m.-730 a.m.

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Corporate Philosophy

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

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Corporate Culture

• Culture
• Overall style and feel of the company
• Mission Statement
• Central purposes, strategies and values
• Goal
• Broad statement geared towards accomplishment
• Objective
• Quantification of goals
• Strategy/Tactics
• Actions needed to reach goals

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What distinguishes one product from another in
the hospitality industry?

• Service

The act or means of serving To provide goods
and services for Be of assistance to
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A Quote on Service

• The product is intangible, respect shown to
  guests cannot be held in the hands pulling out a
  chair for a guest cannot be stored for future
  use and acceptable practices in one culture may
  be considered rude in another, rendering
  uniformity a service impracticality

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7 Deadly Sins of Service

• Sins of service
• Apathy
• Brush-off
• Coldness
• Condensation
• Robotics
• Rule book
• Runaround

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Reasons Behind Inconsistency in Service

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

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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
• Thrive on change

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Ways to Improve Service

• Enhancing Hospitality Students Professional
  Development
• Recognize your External Internal Customers

Deliver what you promise!