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C H A P T E R. C H A P T E R. Welcome to the Wonderful World of Hospitality. 1. Hospitality. From the French word “hospice… “To provide care/shelter for travelers”. Pineapple. Symbolic of… Welcome Friendship Hospitality. Characteristics of Hospitality. Hospitality…

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Presentation Transcript
hospitality
Hospitality
  • From the French word “hospice…
    • “To provide care/shelter for travelers”
pineapple
Pineapple
  • Symbolic of…
    • Welcome
    • Friendship
    • Hospitality
characteristics of hospitality
Characteristics of Hospitality
  • Hospitality…
    • Pineapple is a symbol of welcome, friendship, and hospitality
    • Largest and fastest growing industry
    • Emphasis on service, and guest satisfaction
    • Product is intangible and perishable
characteristics of hospitality1
Characteristics of Hospitality
  • Hospitality (cont.)…
    • No such thing as business hours
    • Hospitality operations run on a 24 hour basis all year round
    • Characterized by shift work
corporate philosophy
Corporate Philosophy
  • Philosophy…
    • Shift towards greater employee empowerment
    • Strong links to TQM
    • Service philosophy is a way of life
corporate culture
Corporate Culture
  • Culture…
    • Overall style and feel of the company
    • Mission Statement
      • Central purposes, strategies, and values
    • Goal
      • Broad statement geared towards accomplishment
corporate culture1
Corporate Culture
  • Culture (cont.)…
    • Objective
      • Quantification of goals
    • Strategy/Tactics
      • Actions needed to reach goals
reasons behind inconsistency in service
Reasons Behind Inconsistency in Service
  • Inconsistency…
    • Education system does not teach service
    • Little priority to training in service
    • Over reliance on Technology
    • Lack of motivation
7 deadly sins of service
Sins of service…

Apathy

Brush-off

Coldness

Condensation

Robotics

Rule book

Runaround

7 Deadly Sins of Service
success in service
Success in Service
  • Success…
    • Focus on the guest
    • Understand the role of the guest-contact employee
    • Weave a service culture into education and training systems
    • Thrive on change
moments of truth
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
leadership
Leadership
  • Effective leadership involves…
    • Applying your own particular brand of leadership to the operation
    • Managing change effectively

Valerie Ferguson

leadership1
Leadership
  • Leadership (cont.)…
    • Fostering teamwork
    • Soliciting teamwork from employees
    • Motivating employees
    • Delivering on all promises

Valerie Ferguson

traits of leadership
Traits of Leadership
  • Traits…
    • Integrity
    • Honesty
    • Trustworthiness
    • Confidence
    • Creativity
    • Flexibility
traits of leadership1
Traits of Leadership
  • Traits (cont.)…
    • Communication
    • Willingness to teach
    • Motivation
    • Adaptability
leadership characteristics
Leadership Characteristics
  • Characteristics…
    • Strong sense of purpose
    • Persistence
    • Self-knowledge
    • Always seeks new learningexperiences
    • Enjoys work
leadership characteristics1
Leadership Characteristics
  • Characteristics (cont.)…
    • Relationships based on trust and respect
    • Socially responsible
    • Takes risks
    • Sees mistakes as opportunities
    • Serves the needs of others
a must for leaders
A “MUST” for Leaders
  • Leaders…
    • Provide clear expectations and standards
    • Communicate those expectations
    • Hold members accountable for their feedback
a must for leaders1
A “MUST” for Leaders
  • Leaders (cont.)…
    • Coach through honest and direct feedback
    • Recognize, reward, and celebrate success
service and tqm
Service and TQM
  • Service…
    • Ensures consistency
    • Participative process that involves all departments
    • Continuous process
    • Should be an integral part of the mission
    • It’s simply EXCITING
making it happen
Making it Happen
  • Happening…
    • Good Academic record
    • Resume
    • Internships
    • Mentor
    • Job shadowing
making it happen1
Making it Happen
  • Happening (cont.)…
    • Networking
    • Work experience
    • Extracurricular Activities