Introduction to the Hospitality Industry

1. Introduction to the Hospitality Industry HRT 101 Dr. Ben Dewald

2. Outline • Self introduction • Course Materials Needed • Role of Lecturer • Course Syllabus • Chapter 1

3. HK PolyU 9 years Masters in Training Doctorate in Education Cal Poly 2002 Dr. Ben Dewald “Dr. The World” • Born Holland • Junior High Mexico • French Hotel School • Cal Poly, Pomona • Over 10 yrs international, (Europe, Mexico, USA, HK) hospitality experience

4. Your Background HRT Students Check Emphasis Area Non-HRT Students what is your major? Work/Training Experience. • Please highlight any Hospitality, F&B, Tourism, and guest contact related experience: • Employer • Position • Dates • Responsibilities • Hospitality Training • What do you expect to learn in this class?

5. Office Hours • Office Hours: MW 2-4 PM; T 2-3 PM • bdewald@csupomona.edu • Office 79-116, Ext. 2960

6. Course Description: • An overview of the hospitality industry including food and beverage, lodging, travel and tourism, clubs, and customer service. • Topics include a brief history of the industry, career opportunities and curricular choices, an overview of the food service, lodging, travel-tourism and club industries, as well as the fundamentals of delivering quality customer service. • (No prerequisites)

7. Required Text: Required Text: • Walker, J. (2001) Introduction to Hospitality 3rd Ed. Prentice Hall, New Jersey. Suggested Text: • Martin, W. (2003) Providing Quality Service—What Every Hospitality Service Provider Needs to Know, Prentice Hall, New Jersey.

8. Information on the Web • http://www.csupomona.edu/~bdewald/ • http://wps.prenhall.com/chet_walker_introtohos_3/

9. Course Objectives: Students will develop the following understanding and competencies: • Assess the various career options in the hospitality industry in terms of your career goals. • Choose appropriate curricular and professional work experience options for desired career choices. • Determine the purposes, strategies, and results of the hospitality industry as a whole and its various segments. • Recognize the various components of each segment of the hospitality industry and how they interrelate. • Describe and explain at least fifteen customer expectations for quality customer service in hospitality settings. • Apply the contents of the course to an actual ongoing hospitality setting. • Assess your skills and the skills of others in providing quality customer service. 

10. Role of Lecturer • Lecturer may not have the answers to all your questions, but will attempt to obtain answers or at least provide you with a reference. • Problems and solutions vary from project to project, and therefore it is impossible to provide exact answers that would apply to all situations • Lecturer’s role is being a coordinator of information and a facilitator of class discussions

11. Course Grading Weights: • Quizzes & Participation 10% • Mid-term examination 30% • Final examination 30% • Observation papers (10% ea.) 30%

12. Academic Integrity: • Cheating and plagiarism are unacceptable and contrary to University policy. • Among other methods, students that are found to be copying or that are using written materials without giving credit to the original authors will receive a grade of F for the course and the incident will reported to University Officials. • This sanction applies to those who give information as well as those who accept it.

13. Extra Credit Opportunities • Set up Cal Poly e-mail, and if you have a personal e-mail you use primarily, set up Cal Poly e-mail for forwarding. (See memorandum.) • Sign-up for Monster Trak (Career Center, underneath The Marketplace) • Thursday April 3rd 2-4 PM The Richard N. Frank Distinguished Lectureship Series featuring: Mr. Stephen F. Bollenbach, President & CEO Hilton Hotel Corporation • Thursday Afternoon May 8th Guest Speaker: Mr. Jim Sullivan • Other activities will be announced in class

14. Observation Paper Assignments: OBSERVATION PAPER #1: • This is an overview observation of a hotel or lodging operation. OBSERVATION PAPER #2: • This is an overview observation of a restaurant or other type of food service operation. OBSERVATION PAPER #3: • This paper is based on observation and analysis of customer service in any hospitality setting of your choice. NOTE: You should observe for a minimum of two hours.

15. Observation Paper Assignments: 1. You are to be an unobtrusive observer. That is, you are to sit and watch and take notes about what you see. The OUTLINE FOR THE OBSERVATION will help you do this. 2. The grades you receive on your papers will not only reflect what you say and how well you say it, but also spelling and grammar.  3. Be sure to note the due dates on the course outline because late papers will not be accepted.

16. Grading Criteria For The Observation Papers: A = In-depth analysis with a central unifying theme and thoughtful conclusions B = Some new insights and conclusions C = No insights; strictly descriptive D = Weak description Note: All papers must be turned in ON or BEFORE the DUE date. Late papers will not be accepted.