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Final 4.2

This chapter discusses the hospitality and tourism industry. It describes the industry as the largest and fastest growing, with characteristics such as intangible and perishable products and 24/7 operations. The chapter covers the scope of the industry, importance of service and customer impressions. It also discusses corporate philosophy focused on employee empowerment and a service culture, as well as trends in the industry including globalization, diversity, technology and changing demographics.

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Anshita Garg
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77 views15 pages

Final 4.2

This chapter discusses the hospitality and tourism industry. It describes the industry as the largest and fastest growing, with characteristics such as intangible and perishable products and 24/7 operations. The chapter covers the scope of the industry, importance of service and customer impressions. It also discusses corporate philosophy focused on employee empowerment and a service culture, as well as trends in the industry including globalization, diversity, technology and changing demographics.

Uploaded by

Anshita Garg
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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HOSPITALITY

INDUSTRY

After Reading and Studying This Chapter, You Should Be Able to:
Describe the characteristics of the hospitality industry Explain corporate philosophy Discuss why service has become such an important facet of the hospitality industry Suggest ways to improve service

The Pineapple Tradition


Symbol of welcome, friendship, and hospitality Recognized internationally

Foundation for concept of SERVICE

Hospitality and Tourism


Largest and fastest growing industries

Common dynamics: Delivery of services and products Customer and guest impressions are critical

Scope of Hospitality and Tourism Industry


Travel

Meetings, Conventions,

Air Cruise Rail Coach Auto Ecotourism

and Expositions Restaurants Managed services Recreation


Lodging
Hotels Motels

Attractions Gaming Parks Recreation

Figure 1-1
Scope of the Hospitality-Tourism Industry

Characteristics of the Hospitality Industry


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

Corporate Philosophy
Philosophy: Shift toward greater employee empowerment Strong links to TQM Service philosophy is a way of life

Corporate Culture
Culture: Overall style and feel of the company Mission statement: Central purposes, strategies, and values

Corporate Culture (cont.)


Goal: Broad statement geared toward accomplishment Strategy/tactics: Actions needed to reach goals

Seven Deadly Sins of Service


1. 2. 3. 4. 5. 6. 7.

Apathy Brush-off Coldness Condescension Robotics Rule book Runaround

For 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 Thrive on change

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

Disney Service Model


Smile Make Eye contact Respect and welcome all guests Value the magic Initiate guest contact Creative service solutions End with a thank you

Trends

Globalization Safety and security Diversity Service Technology Legal issues Changing demographics Price-value Sanitation Security

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