About the Hospitality IndustryAbout the Hospitality Industry

HospitalityHospitality

From the French word “hospice…◦“To provide care/shelter for travelers”

PineapplePineapple

Symbolic of…◦Welcome◦Friendship◦Hospitality

Characteristics of HospitalityCharacteristics of Hospitality

◦Largest and fastest growing industry◦Emphasis on service, and guest satisfaction◦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

Facets of HospitalityFacets of Hospitality

◦Travel Airlines Cruise Rail Car rentals

◦Lodging Hotels Motels Timeshares B & B’s

– Foodservice• Restaurants

• Bars

• Catering

• Institutional F/S

• Contract F/S

– Recreation• Attractions

• Parks

• Gaming

• Eco-tourism

Characteristics of ServiceCharacteristics of Service

◦Product is intangible◦Product is highly perishable◦Product is effervescent ◦Measurement of guest satisfaction

The Philosophy of HospitalityThe Philosophy of Hospitality

◦Customer Driven◦Shift towards greater employee

empowerment◦Strong links to Total Quality Management◦Service philosophy is a way of life

Some Reasons Behind Some Reasons Behind Inconsistency in ServiceInconsistency in Service

◦It is difficult to “teach” service in an academic environment

◦Little priority to training in service◦Over reliance on Technology◦Lack of motivation

The 7 Deadly Sins of ServiceThe 7 Deadly Sins of Service

1. Apathy2. Brush-off3. Coldness4. Condescending5. Robotics6. Rule Booking7. Runaround

Success in ServiceSuccess 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

These are called: These are called: Moments of TruthMoments 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

The Hospitality Industry NeedsThe Hospitality Industry NeedsLEADERSLEADERS

Effective leadership involves…◦Applying your own particular brand of

leadership to the operation◦Managing change effectively◦Fostering Teamwork◦Motivating others◦Delivering on THE promise

Traits of LeadershipTraits of Leadership

◦Integrity◦Honesty◦Trustworthiness◦Confidence◦Creativity◦Flexibility

– Communication– Willingness to teach– Motivation– Adaptability

Leadership CharacteristicsLeadership Characteristics

Characteristics…◦Strong sense of purpose◦Persistence◦Self-knowledge◦Always seeks new

learning experiences◦Enjoys work

– Relationships based on trust and respect

– Socially responsible

– Takes risks

– Sees mistakes as opportunities

– Serves the needs of others

A “MUST” for LeadersA “MUST” for Leaders

◦Understand what Others need to understand◦Hold members accountable for their

feedback◦Coach through honest and direct feedback◦Recognize, reward, and celebrate success

How to Make It HappenHow to Make It Happen

◦Good Academic record◦Resume◦Internships◦Mentor◦Job shadowing◦Networking◦Work experience◦Extracurricular Activities