Introducing Hospitality

Introducing HospitalityChapter 1John R. WalkerIntroduction to Hospitality, 6eandIntroduction to Hospitality Management, 4eIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedHospitality through the agesThe word hospitality comes from the French term hospice, meaning to provide care/shelter for travelers.

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedAncient TimesThe Summarians, after becoming successful farmers, began other activities such as WritingInventing moneyCreating potteryMaking toolsProducing beerTaverns provided a place for locals to relax and enjoy each others companyTaverns and Inns began springing up all over Europe, China, Egypt and IndiaIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedGreece and RomeThe Code of Hammurabi (1700 B.C.E.) was one of the first written documents imposing penalties for plotting crimes in Taverns.The Code also imposed the death penalty for watering down the beer!The Romans built Inns about 25 miles apart on all the main roads throughout the country.The first business lunch was the idea of a Roman tavern owner in 40 B.C.E.Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedMedieval TimesCharlemagne established rest houses for pilgrims in the 8th centuryThe stagecoach was popular in England with Inns and taverns located on the trail called post houses.In the late 16th century eating places called an ordinary were taverns serving a fixed-price meal.Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedCoffee HousesCoffee houses began to spring up all over Europe during the 17th centuryThe most famous was Caf Florian on the Piazza San Marco which still operate todayCoffee houses were the social and literary centers of their dayIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe New WorldOrdinarys were common in the New World during the 1600sColes Ordinary, 1663Hudsons House, 1640The Stadt House, 1642Frauncis Tavern, where George Washington maintained his Revolutionary headquarters is still operating today.John Adams, the 2nd President of the United States owned a tavern from 1783 to 1789Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe French RevolutionThe French Revolution changed the course of Culinary history as nearly all French chefs worked for the nobility. As the nobility lost their titles and their property, the chefs lost their jobs.Many immigrated to the New World and found themselves in New Orleans, a French enclave.There, they introduced sauces and other flavorful dishes that supplanted the primitive cooking originating with the British.Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Nineteenth CenturyOne of the first great cook books was Antoine Carme 's La Cuisine Classique detailing numerous dishes and their sauces. This was the beginning of the a la carte menuAuguste Escoffier published the classic recipe book Le Guide Culinaire and installed the brigade system in the kitchenThirty five restaurants in New York City have celebrated their 100th anniversaryIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Twentieth CenturyThere was a rapid development of hotels, motels, fast food, and coffee shops after World War II.The 1980s saw hospitality, travel, and tourism expand as baby boomers influenced the industry through their buying power.After 9/11 the economic recovery proved very strong as hospitality businesses expanded in North America and abroad.

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedWelcome to You, the Future Hospitality Industry leadersHospitality industry is an exciting place to be:Its fascinatingIts funIt offers competitive payIt offers advancement opportunities

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedCareer Paths Figure 1-1

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedWelcome to You, the Future Hospitality Industry leadersWorks to create memoriesEveryday guests rely on us for servicePassion is in the service elementPeople with a service spirit are happy to do something extra to make the guests experience memorableThe WOW factor!

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Pineapple TraditionThe pineapple has enjoyed a rich and romantic heritage as a symbol of welcome, friendship, and hospitalityPineapples were brought back from the West Indies by early European explorers during the seventeenth centuryFrom that time on the pineapple became the favored fruit of royalty and the eliteToday, it is globally recognized as a symbol of hospitality

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Interrelated Nature ofHospitality and TourismThe hospitality and tourism industry is the largest and fastest-growing industry in the worldUnder the umbrella of travel and tourism, countless professions are necessary to meet the needs and wants of people away from homeAll of these scopes have an effect on each otherIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Interrelated Nature ofHospitality and TourismHospitality employees have the ability to affect the human experience by creating powerful impressionseven brief moments of truththat may last a lifetimeA moment of truth is an expression used to describe a guest and an associate meetingas when a guest walks into a restaurant

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Interrelated Nature ofHospitality and TourismIn managed services, foodservices are provided for airlines, military facilities, schools, health care operations, business and industryThese foodservice operations have the dual challenge of meeting the needs and wants of both the guests and the client (i.e., the institution itself)

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Interrelated Nature ofHospitality and TourismThe hotel business provides career opportunities to associates who help make reservations, greet, assist, and serve guestsThe restaurant business fulfills guests diverse needs and wants Eating is a biological need that restaurants accommodateRestaurants also fulfill other human desires (i.e., the need for socialization and to be entertained)

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedCharacteristics of the Hospitality IndustryOur services are mostly intangiblethe guest cannot test-drive a nights stay or taste the steak before diningThe products are for use, not possessionThere is inseparability of production and consumption of the service product, due to each guests unique demands There is also the perishability of our productFor example, we have 1,400 rooms in inventory, but we sell only 1,200 rooms. What do we do with the 200 unsold rooms? Nothingwe lose 200 room nights and the revenue.

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedCharacteristics of the Hospitality IndustryThe hospitality industry is open 365 days 24 hours a day.The industry relies heavily on shift work and sometimes hours extend beyond the normal work dayThere are four basic shifts:7:00AM to 3:00PM10:00AM to 6:00PM3:00PM to 11:00PM11:00PM to 7:00AM

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedHospitality Industry PhilosophyChanged from one manager planning, organizing, implementing, and measuring to managers counseling associates, giving them resources, and helping them think for themselvesA participative management style which results in associate empowerment, increased productivity, and guest and employee satisfactionIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedHospitality Industry PhilosophyCorporate philosophy embraces the values of the organizationincluding ethics, morals, fairness, and equalityShifts emphasis from the production aspect of business to the focus on guest-related servicesIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedSustainable HospitalityThe concept of sustainability involves development that meets the needs of the present without compromising the ability of future generations to meet their own needs.Sustainability is the ability to achieve continuing economic prosperity while protecting the natural resources of the planet and providing a high quality of life for its people and future generations.Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedSuccess in ServiceApproximately 70% of the American and Canadian economies are engaged in service industriesIt is critical to offer guests exceptional service and to understand the role of guest servicesThis is the age of service We buy loyalty with serviceIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedSuccess in ServiceA guest is someone who receives or benefits from the output of someones workExternal customer satisfaction ultimately measures a companys success, since they are the people who are willing to pay for a companys servicesInternal customers are the people inside any company who receive or benefit from the output of work done by others in the company

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedSuccess in ServiceFor success in service we need to:Focus on the guest.Understand the role of the guest-contact employee.Weave a service culture into education and training systems.Emphasize high-touch instead of just high-tech.Thrive on change.

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedMoments of TruthThese are guest encounters Every hospitality organization has thousands of moments of truth every daySome of them include:A guest calls the restaurant for a table reservationA guest tries to attract the bartenders attention for a cocktail because there are no seats availableA server takes an orderA server brings the check A guest departs the restaurant

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Focus on ServiceWe suffer from an overreliance on technologyEffective leaders make things happen because they have developed the knowledge, skills, and attitude to get the most out of their staff.Leadership involves managing changeOur guests are constantly changingIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedService and Total Quality ManagementTotal quality management (TQM) is a continuous process that works best when managers are also good leadersTQM is a participatory process that empowers all levels of employees to work in groups to establish guest service expectations and determine the best way to meet or exceed those expectationsThe difference between TQM and quality control (QC) is that QC focuses on error detection, whereas TQM focuses on error prevention

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe Disney Approach to Guest Service The Disney mission statement is simple: We create happiness. The key elements of Disneyland guest services include:Hiring, developing, and retaining the right peopleUnderstanding their product and the meaning of the brandCommunicating the traditions and standards of service to all cast membersTraining leaders to be service coachesMeasuring guest satisfactionRecognizing and rewarding performance

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedDisney Service ModelIt begins with a smileMake eye contact and use body languageRespect and welcome all guestsValue the magicInitiate guest contactCreative service solutionsIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedDisneys 5 Steps of LeadershipProvide clear expectations and standardsCommunicate these expectations through demonstration, information, and examplesHold cast members accountable for their feedbackCoach through honest and direct feedbackRecognize, reward, and celebrate successIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedCareersA career path does not always go in a straight lineProgression means that we advance from one position to anotherThe path to General Manager in a hotel may go through a combination of positions because it is better to have experience in several areas (cross training)Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedCareer GoalsA good way to gain experience in many areas is an internship and work experienceExploring different areas of the hotel will help you better decide what career path to takeIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedIs the Hospitality Industry for You?The hospitality industry is a service industry; we take pride in caring about othersRecruiters look for service oriented people who walk the talkGood work experienceInvolvement in on-campus activitiesPositive attitudeGood GPAIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedSelf-Assessment and Personal PhilosophyThe purpose of a self-assessment is to measure our current strengths and weaknesses and determine what we need to improve in order to reach our goalsSelf-assessment helps establish where we are now and shows links to where we want to goMake a list of areas to make improvementsIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedNow is the Time to Get InvolvedVery important to be involved in on-campus activitiesProfessional hospitality and tourism organizationsParticipate in organizational eventsParticipating shows your commitment to the industryIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedProfessional OrganizationsCHRIE the global advocate of hospitality and tourism educationNRA National Restaurant AssociationAH&LA American Hotel & Lodging Assn.ISES International Special Events SocietyPCMA Professional Convention Management Assn.NSMH National Society of Minorities in HospitalityIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedTrendsGlobalizationSafety and securityDiversityServiceTechnologyLegal issuesChanging demographicsPrice valueSocial MediaSanitation Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights ReservedThe EndIntroduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker 2013 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 All Rights Reserved