HOSPITALITY

INDUSTRY

After Reading and Studying This Chapter, You Should Be Able to:
Describe the characteristics of the hospitality industry Explain corporate philosophy Discuss why service has become such an important facet of the hospitality industry Suggest ways to improve service

The Pineapple Tradition

Symbol of welcome, friendship, and hospitality Recognized internationally

Foundation for concept of SERVICE

Hospitality and Tourism

Largest and fastest growing industries

Common dynamics: Delivery of services and products Customer and guest impressions are critical

Scope of Hospitality and Tourism Industry

Travel

Meetings, Conventions,

Air Cruise Rail Coach Auto Ecotourism

and Expositions Restaurants Managed services Recreation

Lodging
Hotels Motels

Attractions Gaming Parks Recreation

Figure 1-1
Scope of the Hospitality-Tourism Industry

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

Corporate Philosophy
Philosophy: Shift toward greater employee empowerment Strong links to TQM Service philosophy is a way of life

Corporate Culture
Culture: Overall style and feel of the company Mission statement: Central purposes, strategies, and values

Corporate Culture (cont.)

Goal: Broad statement geared toward accomplishment Strategy/tactics: Actions needed to reach goals

Seven Deadly Sins of Service

1. 2. 3. 4. 5. 6. 7.

Apathy Brush-off Coldness Condescension Robotics Rule book Runaround

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

Moments 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

Disney Service Model

Smile Make Eye contact Respect and welcome all guests Value the magic Initiate guest contact Creative service solutions End with a thank you

Trends

Globalization Safety and security Diversity Service Technology Legal issues Changing demographics Price-value Sanitation Security