Transcript Welcome to the Wonderful World of Hospitality

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Welcome to the Wonderful World
of Hospitality
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Hospitality
• From the French word “hospice…
– “To provide care/shelter for travelers”
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Pineapple
• Symbolic of…
– Welcome
– Friendship
– Hospitality
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Characteristics of Hospitality
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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
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Facets of Hospitality
– Travel
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Airlines
Cruise
Rail
Car rentals
– Lodging
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Hotels
Motels
Timeshares
B & B’s
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
– Foodservice
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Restaurants
Bars
Catering
Institutional F/S
Contract F/S
– Recreation
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Attractions
Parks
Gaming
Eco-tourism
Introduction to Hospitality Management, First Edition
John Walker
Characteristics of Service
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Product is intangible
Product is highly perishable
Product is effervescent
Measurement of guest satisfaction
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Corporate Philosophy
• Philosophy…
– Shift towards greater employee empowerment
– Strong links to TQM
– Service philosophy is a way of life
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Corporate Culture
Overall style and feel of the company
– Mission Statement
• Central purposes, strategies, and values
– Goal
• Broad statement geared towards accomplishment
– Objective (SMART)
• Quantification of goals
– Strategy
• Broad definition of how goal(s) will be achieved
– Tactics
• Actions needed to reach goals
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Reasons Behind Inconsistency in
Service
• Inconsistency…
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Education system does not teach service
Little priority to training in service
Over reliance on Technology
Lack of motivation
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
7 Deadly Sins of Service
• Sins of service…
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Apathy
Brush-off
Coldness
Condensation
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
5. Robotics
6. Rule book
7. Runaround
Introduction to Hospitality Management, First Edition
John Walker
Success in Service
• 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
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Moments of Truth
• Examples in a restaurant…
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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
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Leadership
• Effective leadership involves…
– Applying your own particular brand of
leadership to the operation
– Managing change effectively
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Leadership
• Leadership (cont.)…
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Fostering teamwork
Soliciting teamwork from employees
Motivating employees
Delivering on all promises
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Traits of Leadership
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Integrity
Honesty
Trustworthiness
Confidence
Creativity
Flexibility
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
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Communication
Willingness to teach
Motivation
Adaptability
Introduction to Hospitality Management, First Edition
John Walker
Leadership Characteristics
• Characteristics…
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Strong sense of purpose
Persistence
Self-knowledge
Always seeks new learning
experiences
– Enjoys work
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
– Relationships based
on trust and respect
– Socially responsible
– Takes risks
– Sees mistakes as
opportunities
– Serves the needs of
others
Introduction to Hospitality Management, First Edition
John Walker
A “MUST” for Leaders
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Provide clear expectations and standards
Communicate those expectations
Hold members accountable for their feedback
Coach through honest and direct feedback
Recognize, reward, and celebrate success
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Service and TQM
• Service…
– Ensures consistency
– Participative process that involves all
departments
– Continuous process
– Should be an integral part of the mission
– It’s simply EXCITING
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Making it Happen
• Happening…
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Good Academic record
Resume
Internships
Mentor
Job shadowing
Networking
Work experience
Extracurricular Activities
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker