Transcript Hospitality Industry

The Hospitality Industry
Welcome to You,
The Future Hospitality Industry
Leaders
Hospitality
 From
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the French word “hospice…
“To provide care/shelter for travelers
Pineapple
 Symbolic
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of…
Welcome
Friendship
Hospitality
 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
Hospitality Industry
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
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
Characteristics of the Hospitality
Industry
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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
Characterized by shift work
Global Issues and Challenges in the
Hospitality Industry
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Global uncertainty
Economy
Human resources issues – Labor intensive
Branding issues
Financial viability
Technology – Driving force for efficiency improvement
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Yield management
Customer relationship management
Operating costs
Supply issues
Distribution channel issues
Airlines in the 21st century
Global Issues and Challenges in the
Hospitality Industry
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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
We make every effort to make
our customer happy and turn
him/her to return thus becoming
from a customer to “Guest”.
HOTEL OPERATIONS
W Hotel
Barcelona
Characteristics of service
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Product is intangible
Product is highly perishable
Product is effervescent
Measurement of guest satisfaction
 Inconsistency…
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When education system does not teach
service
Little priority to training in service
Over reliance on Technology
Lack of motivation
 Sins
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of service…
Apathy
Brush-off
Coldness
Condensation
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Robotics
Rule book
Runaround
 Success…
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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…
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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
 Service…
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Ensures consistency
Participative process that involves all
departments
Continuous process
Should be an integral part of the mission
It’s simply EXCITING
How about your future
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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.