Chapter 1Welcome to the Hospitality

Industry

Zoe Santiago Font, MTA, CMP

Objectives:

• 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

What is hospitality?

• Class will divide in groups

• Using Play-doh, Paper and crayons, or blocks each group will come up with an answer for the question

• 5 minutes. When music stops, the professor will raise her hands, and everyone will reconvene

What is hospitality?

• Class will divide in groups

• Using Play-doh, Paper and crayons, or blocks each group will come up with an answer for the question

• 5 minutes. When music stops, the professor will raise her hands, and everyone will reconvene

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What is hospitality?

The Pineapple Tradition

• Symbol of welcome, friendship, and hospitality

• Recognized internationally

• Foundation for concept of “SERVICE”

Hospitality and Tourism

• Largest and fastest growing industries

• Common dynamics:

– Delivery of services and products

– Guest impressions are critical

Scope of Hospitality and Tourism Industry

1.Travel

2.Lodging

3.Meetings, Conventions, and Expositions

4.Restaurants

5.Managed services

6.Recreation

The Umbrella

Good News Are…

• We are in the business of making people happy

Characteristics of the Hospitality Industry

• Business hours? What is that?

• 24/7 all year round

• Shift work

• Intangible product

• Perishable product

Corporate Philosophy

• Philosophy:– Focused on employee empowerment

– Guest and employee satisfaction

– Strong links to TQM

– Service philosophy as a way of life

Corporate Culture

• Culture:– Overall style and feel of the company

• Mission statement:– Central purposes, strategies, and values

Corporate Culture (cont.)

• Goal:– Broad statement geared toward

accomplishment

• Strategy/tactics:– Actions needed to reach goals

“Seven Deadly Sins of Service”

1. Apathy

2. Brush-off (ignore)

3. Coldness

4. Arrogance/Condensation

5. Robotics

6. Rule book

7. Runaround

For Success in Service We Need to:

• Focus on the guest

• Understand guest-employee contact

• Education and training to create service culture

• Blossom/thrive on change

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

Disney Service Model

• Smile• Eye contact• Respect and welcome all guests• Value the magic• Initiate guest contact• Creative service solutions• End with a “thank you”

Build a Successful CareerStep 1: Market Yourself

• Attitude

• Academic Record

• Leadership Roles

• Group Projects

• Interview

• Resume

• Cover Letter

Build a Successful Career

Step 2: Get Experience

Internships | Work Experience | Volunteering

“A graduate

with no

experience

does not

bring value”

Internships“ as g o o d as yo u want them to be ”

• Paid– HACU (www.hnip.net)– Disney– Broadmore

– Baltimore Marriot

– Leading

– The Breakers– Hilton– Fulbright

• Build your own

• Non-Paid– Rotate– Discover– Connect with people

“Take ownership of your experience, and learn how to dance in the rain”

Study Abroad “ yo ur passpo rt to the wo rld”

• Chile• Peru• Johnson & Wales• Finland• Switzerland• Semester at Sea

(www.sas.org)• Europe Trip• Leading Hotels of the World

Build a Successful CareerStep 3: Build a Network

• Study Abroad Programs

• Study Trips

• Relate to professors

• Relate to classmates

• Volunteer at industry

events“You will be as good as the people you know”

STEP 5: Passion & Commitment

Keys to SUCCESS

Stephen Covey: 7 Habits of highly effective people

Let’s write a story

1. Corporate culture

2. Empowerment

3. Goal

4. Guest satisfaction

5. Hospitality

6. Intangible

9. Mission

10.Shift-work

9. Graveyard shift

10.Strategy

11.Perishability

12. Internship

13. Interview

14.Extracurricular Activities

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