Running head: HOSPITALITY AND TOURISM 1

Technology, Hospitality and Tourism

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Abstract

Now is a good time to travel and explore the booming hospitality and tourism industry in

Florida. Individuals are traveling to the Sunshine state more than ever, as technology and

accommodations, such as Airbnb, make traveling a rewarding experience. In addition to

traveling, individuals are using apps from their smart phones for ridesharing, and to order food

from local restaurants. Not many people realize the issues, and necessity for regulations

regarding health and safety in the travel and tourism industry. We will explore the pros and cons

of the impact of modern technology, along with the current trends in hospitality and tourism.

Keywords: hospitality, food service, accommodation management, modern technology

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Technology, Hospitality and Tourism

Technology, hospitality and tourism go hand in hand because people travel, eat, and use

lodging accommodations. Modern technology has made it convenient for consumers to reserve a

room, book a cruise, while relaxing in the comfort of their own home. People frequently travel to

Florida for school, work, leisure, and family vacations. When individuals travel, they expect

quality and ensured safety when using food service, rental cars, and room accommodations.

Business owners understand that to keep their businesses thriving, their customers must want to

keep coming back to utilize the services. What many consumers fail to realize is that the places

where they eat, sleep, or play are actual businesses providing services. These businesses face

various types of encounters while simultaneously providing service to receive revenue. We will

examine the challenges restaurants and lodging face, and determine ways to address those issues.

Management in Hospitality and Tourism

The way managers execute the basic operating procedures in hospitality and tourism

greatly determines if a financial return is going to be made or not. Basic operating procedures

can include hiring employees, service management, maintenance, sanitation, safety and security.

For example, modern technology is involved in every area that a restaurant will utilize for basic

operating procedures. The interdependence of food service in the hospitality and tourism industry

has caused improvement and increased business for many establishments. Automated customer

care systems are successful, yet there is nothing like live customer care. Customer service is the

foundation for successful businesses regardless of industry. From employee scheduling to

purchasing food, managers benefit from the ease of flow that technological interdependence

brings to the food service and lodging industry. A solution to customer care issues is employee

performance evaluations and continued emphasis on refining the customers experience.

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Challenges

In the state of Florida, there are probable challenges to the restaurant industry, such as

state regulations, social concerns, competition, demographic and geographic issues. Restaurants

also face matters such as, financial, managerial, competition, planning and customer service.

Amelia Jenkins states, Most new restaurants do not turn a good profit for several months or

years after opening. Established restaurant owners can also suffer financially, especially during

recessions when they have fewer customers (Jenkins, 2017). New restaurant owners who practice

poor planning may not be prepared for the unknown, unexpected, or inevitable. In the state of

Florida, there has been an enormous impact due to computerization on food service and lodging

operations. This impact has helped to improve the efficiency of restaurants, particularly in the

areas of reservations, accounting, personnel management, and the recording of sales transactions.

Many consumers regularly use their smart phones and computers to reserve a table for

dinner, take out, or even have the food delivered by a ride share service. Business in Florida,

proves to be great for many restaurants as the quality of technology infrastructure, and the degree

of technology usage by potential customers visiting or using these services increase. With the

impact of computerization, it is easy to find out information about a restaurant prior to visiting.

Internet searches reveal a plethora of consumer reviews from recent visits. According to Victoria

Pesce Elliott, Banish whatever stereotypes of snooty French restaurants you may have. La Petite

Maison may look like a highfaluting dandy but, on the contrary, this Brickell gem is down-to-

earth, especially when it comes to the clean cooking that defines it (Frias & Elliott, 2017).

The Miami Herald has written many positive reviews about the food, service, and environment at

La Petite Maison.
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Gaming entertainment is a sector of business operating in Florida. This type of business

greatly impacts the state because it provides residents jobs at theme parks, casinos, and cultural

centers. Florida is a vacation hotspot, especially in Orlando, where Disney World, Universal

Studios, Epcot Center, and the Magic Kingdom are all located. Guests can vacation in Florida at

a one stop theme park. Guests can dine, relax, be entertained, enjoy roller coaster rides, theme

park amenities and attractions. When it comes to lodging, advancement in technology allows

potential customers to get a glimpse of what it would be like to experience a visit. For example,

YouTube hosts many channels that feature theme parks, hotels, bed and breakfast

accommodations and more. Consumers can view photos of amenities, see video walk throughs,

and read reviews from former guests. Because there is power in the opinion of those who have

used the accommodations, businesses count on receiving positive reviews from consumers.

Computerization also makes it easy for patrons to pay for the services using their debit or

credit cards. It is especially perfect for businesses for bookkeeping purposes. Whether guests are

ordering internet access, pay per view, or room service, it is easy. The advancement in

technology can sync everything from selecting a product or service, to purchasing and usage.

This becomes a win-win situation for both consumers and businesses. Consequently, while

consumers are enjoying visits at restaurants and hotels, they are not really thinking about issues,

or necessities pertaining to health and safety regulations. Such concerns rarely arise unless there

is a situation or concern. These types of situations or concerns are usually televised or publicized

to raise the awareness of consumers. To resolve this type of problem, businesses that provide

food services or lodging should keep their facilities compliant with the states mandated laws.

Businesses should also reprimand any employees who do not follow the policies and procedures.
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Florida Health Department Regulations

Florida is known for doing random inspections, often issuing fines, penalties, and even

temporarily closing non-compliant restaurants. For example, the State of Florida Department of

Health is strict about pests and rodents in facilities. The Florida State codes regarding vermin

control reads:

Effective control measures shall be taken to protect against the entrance into the food

establishment, and the breeding or presence on the premises of rodents, flies, roaches and

other vermin. All buildings shall be effectively rodent-proofed, free of rodents and

maintained in a rodent-proof and rodent-free condition. All openings to the outside air,

including windows, doors, skylights, transoms, intake and exhaust ducts shall be

effectively protected against the entrance of flies and other flying insects by self-closing

doors which open outward, closed windows, screening, controlled air currents or other

effective means. Screening material shall not be less than 16 mesh to the inch or

equivalent and screens for windows, doors, skylights, transoms and other openings to the

outside air shall be tight fitting and free of breaks. Insecticides or rodenticides, when

used, shall be used in full compliance with Chapter 5E-14, F.A.C. (Health, 2017)

It is a fact that people have been hospitalized for food poisoning in Florida, therefore,

state agencies must work together ensuring that consumers receive safe and wholesome food.

Government agencies such as the Department of Agriculture and Consumer Services (DACS),

the Department of Business and Professional Regulations (DBPR), and the Department of Health

(DOH) regulate food safety, sanitation and hygiene practices using codes and standards. Whether

a business is providing food or accommodations, consumers always need to know that they are

safe. Per the Center for Disease Control and Prevention, food borne illness is costly, but can be
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prevented. They state that, New challenges to food safety will continue to emerge, largely

because of changes in our food production and supply, including more imported foods

(Prevention, 2017). A solution to possible challenges is frequent reinforcement of all health,

hygiene practices, and protocol to the individuals who handle food.

Competitive Issues

Due to the diverse culture, there seems to be serious competition for restaurants in South

Florida. There are vast amounts of food selections to choose from, and consumers love to try

something new. Restaurant managers must work to keep up with the rapid changes in technology,

and to use it as an advantage. It is imperative for managers to consider the competitiveness of

their restaurant. Influential leadership is vital since everyone in the restaurant works in sync with

one another. Knowing how consumers rate your restaurant compared to others can be rewarding.

This allows managers the opportunity to improve quality, service, product, and overall customer

satisfaction. It is also wise to maximize food costs because knowing how much it is going to cost

for food preparation, meal sales, and beverage costs all fits in with competitiveness. The amount

of money restaurants spend on food costs can determine what kind of profits are made.

There are always fees involved, such as the primary costs of running the business. There

can also be demographic issues concerning where a restaurant is situated. Possible issues can

include, finding the right location, operation costs, and contractual concerns regarding a lease.

The social concerns when operating a business in hospitality and tourism vary, and can include,

management professionalism, training staff, addressing skill shortage, employee theft, and

managing diversity. To resolve these kinds of issues, and for business to be successful, there

should be careful consideration in promoting from within the company, and hiring qualified

applicants to guarantee a solid foundation of knowledgeable, and committed employees.

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References

(2017, August 18). Retrieved from http://www.floridahealth.gov/environmental-health/food-

safety-and-sanitation/_documents/64e-11.pdf

Frias, C., & Elliott, V. P. (2017, June 6). Miami Herald Restaurant News and Reviews. Retrieved

from These are the best reviewed restaurants of 2017 so far:

http://www.miamiherald.com/entertainment/restaurants/article154604309.html

Health, S. o. (2017, August 19). Environmental Health Food Safety and Sanitation Documents.

Retrieved from State of Florida Department of Health Chapter 64E-11, Florida

Administrative Code Food Hygeine: http://www.floridahealth.gov/environmental-

health/food-safety-and-sanitation/_documents/64e-11.pdf

Jenkins, A. (2017, August 19). What Are the Challenges for Restaurant Owners? Retrieved from

Chron: http://smallbusiness.chron.com/challenges-restaurant-owners-24317.html

Prevention, C. f. (2017, August 20). Food Safety. Retrieved from Challenges in Food Safety:

https://www.cdc.gov/foodsafety/challenges/index.html