C

H
A
P
Welcome to the Wonderful
T
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World of Hospitality
R

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Hospitality
• From the French word “hospice…
– “To provide care/shelter for travelers”

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Pineapple
• Symbolic of…
– Welcome
– Friendship
– Hospitality

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 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

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 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

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Corporate Philosophy
• Philosophy…
– Shift towards greater employee empowerment
– Strong links to TQM
– Service philosophy is a way of life

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Corporate Culture
• Culture…
– Overall style and feel of the company
– Mission Statement
• Central purposes, strategies, and values
– Goal
• Broad statement geared towards accomplishment

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Corporate Culture
• Culture (cont.)…
– Objective
• Quantification of goals
– Strategy/Tactics
• Actions needed to reach goals

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 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

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 7 Deadly Sins of Service
• Sins of service…

1. Apathy 5. Robotics
2. Brush-off 6. Rule book
3. Coldness 7. Runaround
4. Condensation

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 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

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 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

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Leadership
• Effective leadership involves…
Valerie Ferguson

– Applying your own particular brand of

leadership to the operation
– Managing change effectively

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Leadership
• Leadership (cont.)… Valerie Ferguson

– Fostering teamwork
– Soliciting teamwork from employees
– Motivating employees
– Delivering on all promises

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Traits of Leadership
• Traits…
– Integrity
– Honesty
– Trustworthiness
– Confidence
– Creativity
– Flexibility

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Traits of Leadership
• Traits (cont.)…
– Communication
– Willingness to teach
– Motivation
– Adaptability

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Leadership Characteristics
• Characteristics…
– Strong sense of purpose
– Persistence
– Self-knowledge
– Always seeks new learning experiences
– Enjoys work

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Leadership Characteristics
• Characteristics (cont.)…
– Relationships based on trust and respect
– Socially responsible
– Takes risks
– Sees mistakes as opportunities
– Serves the needs of others

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 A “MUST” for Leaders
• Leaders…
– Provide clear expectations and standards
– Communicate those expectations
– Hold members accountable for their feedback

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 A “MUST” for Leaders
• Leaders (cont.)…
– Coach through honest and direct feedback
– Recognize, reward, and celebrate success

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 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

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Making it Happen
• Happening…
– Good Academic record
– Resume
– Internships
– Mentor
– Job shadowing

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Making it Happen
• Happening (cont.)…
– Networking
– Work experience
– Extracurricular Activities

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker