2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Walker: Introduction to Hospitality
Management, 2
nd
edition
Chapter 1
Welcome to the Hospitality
Industry
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
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
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
The Pineapple Tradition
Symbol of welcome, friendship, and hospitality
Recognized internationally
Foundation for concept of SERVICE
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
Hospitality and Tourism
Largest and fastest growing industries
Common dynamics:
Delivery of services and products
Customer and guest impressions are
critical
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
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
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
Figure 1-1
Scope of the Hospitality-Tourism Industry
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
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
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
Corporate Philosophy
Philosophy:
Shift toward greater employee empowerment
Strong links to TQM
Service philosophy is a way of life
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
Corporate Culture
Culture:
Overall style and feel of the company
Mission statement:
Central purposes, strategies, and values
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
Corporate Culture (cont.)
Goal:
Broad statement geared toward
accomplishment
Strategy/tactics:
Actions needed to reach goals
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
Seven Deadly Sins of Service
1. Apathy
2. Brush-off
3. Coldness
4. Condescension
5. Robotics
6. Rule book
7. Runaround
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
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
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
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
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
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
2007 Pearson Education, Upper Saddle River,
NJ 07458. All Rights Reserved.
Walker: Introduction to Hospitality
Management, 2
nd
edition
Trends
Globalization
Safety and security
Diversity
Service
Technology
Legal issues
Changing demographics
Price-value
Sanitation
Security