About the Hospitality Industry. Hospitality From the French word “hospice… ◦“To provide...
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Transcript of About the Hospitality Industry. Hospitality From the French word “hospice… ◦“To provide...
About the Hospitality IndustryAbout the Hospitality Industry
HospitalityHospitality
From the French word “hospice…◦“To provide care/shelter for travelers”
PineapplePineapple
Symbolic of…◦Welcome◦Friendship◦Hospitality
Characteristics of HospitalityCharacteristics of Hospitality
◦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
Facets of HospitalityFacets of Hospitality
◦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
Characteristics of ServiceCharacteristics of Service
◦Product is intangible◦Product is highly perishable◦Product is effervescent ◦Measurement of guest satisfaction
The Philosophy of HospitalityThe Philosophy of Hospitality
◦Customer Driven◦Shift towards greater employee
empowerment◦Strong links to Total Quality Management◦Service philosophy is a way of life
Some Reasons Behind Some Reasons Behind Inconsistency in ServiceInconsistency in Service
◦It is difficult to “teach” service in an academic environment
◦Little priority to training in service◦Over reliance on Technology◦Lack of motivation
The 7 Deadly Sins of ServiceThe 7 Deadly Sins of Service
1. Apathy2. Brush-off3. Coldness4. Condescending5. Robotics6. Rule Booking7. Runaround
Success in ServiceSuccess in Service
◦Focus on the guest◦Understand the role of the guest-contact
employee◦Weave a service culture into education and
training systems◦Thrive on change
These are called: These are called: Moments of TruthMoments of Truth
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
The Hospitality Industry NeedsThe Hospitality Industry NeedsLEADERSLEADERS
Effective leadership involves…◦Applying your own particular brand of
leadership to the operation◦Managing change effectively◦Fostering Teamwork◦Motivating others◦Delivering on THE promise
Traits of LeadershipTraits of Leadership
◦Integrity◦Honesty◦Trustworthiness◦Confidence◦Creativity◦Flexibility
– Communication– Willingness to teach– Motivation– Adaptability
Leadership CharacteristicsLeadership Characteristics
Characteristics…◦Strong sense of purpose◦Persistence◦Self-knowledge◦Always seeks new
learning experiences◦Enjoys work
– Relationships based on trust and respect
– Socially responsible
– Takes risks
– Sees mistakes as opportunities
– Serves the needs of others
A “MUST” for LeadersA “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
How to Make It HappenHow to Make It Happen
◦Good Academic record◦Resume◦Internships◦Mentor◦Job shadowing◦Networking◦Work experience◦Extracurricular Activities