Chapter 1: Hospitality Spirit. An Overview.

Chapter 1 Welcome to the Hospitality Industry

Welcome future leaders! Hospitality spirit Service The pineapple tradition The interrelated nature of hospitality and tourism Characteristics of the hospitality industry Hospitality industry philosophy Success in service Moments of truth Service and total quality management Disney

Welcome future leaders!

Hospitality industry is an exciting place to be:
Its fascinating Its fun It offers competitive pay It offers advancement opportunities

HOSPITALITY
Defined: - the relationship between guest and host (the act or practice of being hospitable) - includes the reception and entertainment of guests, visitors, or strangers, resorts, membership clubs, conventions, attractions, special events, and other services for travelers and tourists. - the art of delivering services

HOSPITALITY INDUSTRY
Defined: - industry based on providing services - includes lodging, restaurants, event planning, theme parks, transportation, cruise line, meeting and events, gaming, entertainment and recreation, tourism services, and visitor information - fastest growing industry in the world - depends on the availability of leisure time and disposable income

Hospitality Spirit
Works to create memories Everyday guests rely on us for service Passion is in the service element People with a service spirit are happy to do something extra to make the guests experience memorable The WOW factor!

Service, Service, Service!

Service is defined as the act or means of serving To serve is to provide goods and services for and be of assistance to It is critical to give our guests exceptional service each encounter The hospitality industry can be a good choice for entrepreneurs who prefer to do their own thing (i.e., a bar, catering company, event management, restaurant, tour guide, night club, wedding planner, etc.)

The Pineapple Tradition

The pineapple has enjoyed a rich and romantic heritage as a symbol of welcome, friendship, and hospitality Pineapples were brought back from the West Indies by early European explorers during the seventeenth century From that time on the pineapple became the favored fruit of royalty and the elite Today, it is globally recognized as a symbol of hospitality

The Interrelated Nature of Hospitality and Tourism

The hospitality and tourism industry is the largest and fastest-growing industry in the world Under the umbrella of travel Tourism and tourism, countless Hospitality professions are necessary to meet the needs and wants of people away from home All of these scopes have an effect on each other

Characteristics of the Hospitality Industry

Our services are mostly intangiblethe guest cannot test-drive a nights stay or taste the steak before dining
The products are for use, not possession

There is inseparability of production and consumption of the service product, due to each guests unique demands There is also the perishability of our product
For example, we have 1,400 rooms in inventory, but we sell only 1,200 rooms. What do we do with the 200 unsold rooms? Nothingwe lose 200 room nights and the revenue.

Success in Service
A guest is someone who receives or benefits from the output of someones work External customer satisfaction ultimately measures a companys success, since they are the people who are willing to pay for a companys services Internal customers are the people inside any company who receive or benefit from the output of work done by others in the company

Success in Service
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. Emphasize high-touch instead of just hightech. Thrive on change.

A Cup of Kindness
Customer service is a central focus of hospitality Our job is to enhance the lives of those people (guests, customers, passengers, etc.) to whom we serve
We begin by understanding what they need Kindness is demonstrated by making everyone feel welcome Quality customer service requires that we make all guests feel comfortable We all have a need to feel important

Moments of Truth
These are guest encounters Every hospitality organization has thousands of moments of truth every day Some of them include:
A guest calls the restaurant for a table reservation A guest tries to attract the bartenders attention for a cocktail because there are no seats available A server takes an order A server brings the check A guest departs the restaurant

Focus on Service: Seven Deadly Sins of Service

Apathy Brush-off Coldness Condescension Robotics Rule book Runaround

Service and Total Quality Management

Total quality management (TQM) is a continuous process that works best when managers are also good leaders TQM is a participatory process that empowers all levels of employees to work in groups to establish guest service expectations and determine the best way to meet or exceed those expectations The difference between TQM and quality control (QC) is that QC focuses on error detection, whereas TQM focuses on error prevention

The Disney Approach to Guest Service

The Disney mission statement is simple: We create happiness. The key elements of Disneyland guest services include:
Hiring, developing, and retaining the right people Understanding their product and the meaning of the brand Communicating the traditions and standards of service to all cast members Training leaders to be service coaches Measuring guest satisfaction Recognizing and rewarding performance

Disney Service Model

It begins with a smile Make eye contact and use body language Respect and welcome all guests Value the magic Initiate guest contact Creative service solutions

Disneys 5 Steps of Leadership

1. Provide clear expectations and standards 2. Communicate these expectations through demonstration, information, and examples 3. Hold cast members accountable for their feedback 4. Coach through honest and direct feedback 5. Recognize, reward, and celebrate success

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

The End