The Hospitality Industry

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The Hospitality Industry

• Welcome to You,
• The Future Hospitality Industry Leaders

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Hospitality

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

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Pineapple

• Symbolic of
• Welcome
• Friendship
• Hospitality

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• Hospitality is one of the most fascinating, fun
  and stimulating industries to work for
• Comparable to other industries you get paid well
  and have excellent advancement opportunities
  (Greece a different story presently)
• We often hear that it gets into our blood
  meaning that we become one with the Hospitality
  Industry.
• If I would be asked, I would say that I will not
  change this job for anything

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Hospitality Industry
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Career Path

• From high school to College (TEI) or ASTEAN or
  University
• Upon graduation you become management trainee, or
  supervisor, leading to Asst. Department head,
  Department Manager, Division Director or
  Executive Assistant, General Manager, Senior
  Company Executive

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Characteristics of the Hospitality Industry

• Opens 365 days a year
• 24 hours a day
• Those on their way to senior positions work 10
  12 hours per day
• Evenings and weekends are also included
• So we have to accept the fact that we will be
  working while others are enjoying

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Characteristics of the Hospitality Industry

• Largest and fastest growing industry
• Emphasis on service, and guest satisfaction
• Product is intangible and perishable
• No such thing as business hours
• Characterized by shift work

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Global Issues and Challenges in the Hospitality
Industry

• Global uncertainty
• Economy
• Human resources issues Labor intensive
• Branding issues
• Financial viability
• Technology Driving force for efficiency
  improvement
• Yield management
• Customer relationship management
• Operating costs
• Supply issues
• Distribution channel issues
• Airlines in the 21st century

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Global Issues and Challenges in the Hospitality
Industry

• Safety and security
• Diversity
• Changes in demographics
• Customer issues Value for money
• Sanitation issues iso endorsement
• Sustainability issues
• If room is not sold cannot be stored -
  Perishability issues
• A room purchase does not give ownership to the
  customer
• The customer must go to the Hotel in order to
  make the purchase contrary o the purchase of
  other goods

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We make every effort to make our customer happy
and turn him/her to return thus becoming from a
customer to Guest.
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• HOTEL OPERATIONS

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W Hotel Barcelona
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Characteristics of service

• Product is intangible
• Product is highly perishable
• Product is effervescent
• Measurement of guest satisfaction

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

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• Sins of service
• Apathy
• Brush-off
• Coldness
• Condensation

1. Robotics
2. Rule book
3. Runaround

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• 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

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• 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

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

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How about your future

• Do you know where you want to be in 5 years from
  now?
• The best advise is to follow your interest
• Do what you love to do and success will soon come
• Often we access our character and personality to
  determine a suitable path.
• Whatever you chose to do it should become a hobby
  for you, you will have to believe in yourself,
  you should be devoted and I am sure that you will
  be succeed.