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Chapter 1 The Spirit of Hospitality

Chapter 1 The Spirit of Hospitality. After Reading and Studying This Chapter, You Should Be Able to:. Describe the characteristics of the hospitality industry and its interrelation with Tourism Discuss why service has become such an important facet of the hospitality industry

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Chapter 1 The Spirit of Hospitality

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  1. Chapter 1The Spirit of Hospitality

  2. After Reading and Studying This Chapter, You Should Be Able to: • Describe the characteristics of the hospitality industry and its interrelation with Tourism • Discuss why service has become such an important facet of the hospitality industry • Suggest ways to improve service • The Disney Service Modeel • Explain corporate philosophy and Total • Quality Management

  3. The Pineapple Tradition • Symbol of welcome, friendship and hospitality • Recognized internationally • Foundation for concept of “SERVICE”

  4. Hospitality and Tourism • Largest and fastest growing industries • Common dynamics • Delivery of services and products • Customer and guest impressions are critical

  5. Travel Air Cruise Rail Coach Auto Ecotourism Lodging Hotels Motels Meetings, Conventions and Expositions Restaurants Managed services Recreation Attractions Gaming Parks Recreation Scope of Hospitality and Tourism Industry

  6. Scope of the Hospitality-Tourism Industry

  7. Characteristics of the Hospitality Industry • 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

  8. Reasons Behind Inconsistency in Service • Education system does not teach service • Little priority on training in service • Over-reliance on Technology • Lack of motivation

  9. “7 Deadly Sins of Service” • Apathy • Brush-off • Coldness • Condescension • Robotics • Rule book • Runaround

  10. For Success in Service: • Focus on the guest • Understand the role of the guest-contact employee • Weave a service culture into education and training systems • Thrive on change

  11. Moments of Truth • Examples in a restaurant • 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

  12. Corporate Philosophy • Philosophy… • Shift towards greater employee empowerment • Strong links to TQM • Service philosophy is a way of life

  13. Corporate Culture • Culture… • Overall style and feel of the company • Mission Statement • Central purposes, strategies and values

  14. CorporateCulture • Goal • Broad statement geared towards accomplishment • Objective • Quantification of goals • Strategy/Tactics • Actions needed to reach goals

  15. The Disney Service Model • “We Create Happiness” • Product and Brand Understanding • Guests’ Perspective • Personal Responsibility • It Begins with a SMILE • Eye Contact, Respect, Value the Magic, Initiate guest contact, Creative Solutions, Thanks • Cast Members • Empowered and rewarded

  16. Trends • Globalization • Safety and security • Diversity • Service • Technology • Legal issues • Changing demographics • Price-value • Sanitation

  17. Economic PrinciplesDemand • DEMAND CURVE: a graph showing how much of a given product people will be willing to buy at different prices Price Quantity Demanded

  18. Economic PrinciplesDemand • "Law" of Demand:As the price of a good goes up, the quantity demanded of that good goes down • demand curves slope downward Price Quantity Demanded

  19. Economic PrinciplesDemand • Changes in Demand: Movement along the demand curve • Shift in Demand: The whole curve moves up or down Price Quantity Demanded

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