Transcript Chapter 1 Introduction

Chapter 1
Welcome to the
Hospitality Industry
Introduction to Hospitality, Fourth Edition
John Walker
©2006 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
After Reading and Studying This
Chapter, You Should Be Able to:
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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
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Symbol of welcome,
friendship and hospitality
Recognized
internationally
Foundation for concept of
“SERVICE”
Hospitality and Tourism
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Largest and fastest growing
industries
Common dynamics
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Delivery of services and products
Customer and guest impressions are
critical
Scope of Hospitality and
Tourism Industry
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Travel
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Air
Cruise
Rail
Coach
Auto
Ecotourism
Lodging
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Hotels
Motels
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Meetings, Conventions and
Expositions
Restaurants
Managed services
Recreation
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Attractions
Gaming
Parks
Recreation
Scope of the Hospitality-Tourism Industry
Characteristics of the
Hospitality Industry
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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
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Philosophy…
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Shift towards greater employee
empowerment
Strong links to TQM
Service philosophy is a way of life
Corporate Culture
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Culture…
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Overall style and feel
of the company
Mission Statement
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Central purposes,
strategies and values
Corporate Culture
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Goal
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Objective
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Broad statement geared
towards accomplishment
Quantification of goals
Strategy/Tactics
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Actions needed to reach
goals
Reasons Behind
Inconsistency in Service
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Education system does not teach
service
Little priority on training in service
Over-reliance on Technology
Lack of motivation
“7 Deadly Sins of Service”
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7.
Apathy
Brush-off
Coldness
Condescension
Robotics
Rule book
Runaround
For Success in Service:
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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
Moments of Truth
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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
Trends
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Globalization
Safety and security
Diversity
Service
Technology
Legal issues
Changing
demographics
Price-value
Sanitation
Economic Principles
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DEMAND CURVE:
a graph showing
how much of a
given product
people will be
willing to buy at
different prices
Price
Demand
Quantity Demanded
Economic Principles
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"Law" of Demand:
As the price of a
good goes up, the
quantity
demanded of that
good goes down
Price
Demand
Quantity Demanded
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demand curves
slope downward
Economic Principles
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Changes in
Demand:
Movement along
the demand curve
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Shift in Demand:
The whole curve
moves up or down
Price
Demand
Quantity Demanded