WRITE DOWN WHAT THE WORD

HOSPITALITY MEANS TO YOU

Bellringer:

Objectives

I will define HospitalityI will identify the basic components of the

hospitality industry

Principles of Hospitality and Tourism

Hospitality

What does that mean?

Pineapple, the symbol for hospitality.

Began in Brazil to let people know they were welcome to

enter their home.

-Receiving guests in a generous and cordial manner-Creating a pleasant environment-Satisfying a guest’s needs-Generating a friendly and safe atmosphere

What is Hospitality?

Comprising of all businesses that serve guests

who are away from home.

What is the Hospitality Industry?

Industry Diversity

Hospitality businesses provide diverse products and services, including lodging food entertainment transportation

The hospitality industry serves diverse customers

Hospitality employees are also diverse

Travel for recreation or the arrangement of such travel.

What isTourism?

Industry Complexity

The hospitality industry has five segments: food lodging travel tourism recreation

©Sean Pavone Photo/Shutterstock.com

Hospitality and Tourism

Largest and fastest growing industries The travel and tourism industry in the

United States generated nearly $1.5 trillion in economic output in 2012

Common dynamics: Delivery of services and products Customer service

The Foodservice Industry

The foodservice industry consists of businesses that prepare food

and beverages for customers includes businesses of many sizes, types,

and locations is the largest and most varied segment of

the hospitality industry

Components of the Hospitality and Tourism Network

1. Food and Beverage Services

2. Lodging Services and Ski Resorts

3. Recreation Services

4. Campgrounds and Theme Parks

5. Travel Related Services

6. The Gaming Industry

From Street Vendors… To 4-star restaurants…

799,000+ facilities throughout the U.S

The Lodging Industry

The lodging industry consists of businesses that provide overnight accommodations

Lodging includes a wide range of prices and levels of service

The Travel Industry

The travel industry consists of businesses that physically move travelers from one place to another, such as car rentals taxi and ferry services train and bus services airlines

The Tourism Industry

The tourism industry consists of businesses that organize and promote travel, such as travel agencies tour operators cruise companies meeting and convention planners convention and visitors bureaus travel and tourism offices travel planners, who create travel packages

The Recreation IndustryRecreation is any activity done for rest,

relaxation, and enjoymentThe recreation industry includes such

operations as entertainment spectator and participatory sports attractions

THE MOST IMPORTANT PRODUCT OF THE HOSPITALITY

INDUSTRY.

What isService?

A Customer Focus

All segments of the industry must meet customer needs

All hospitality workers contribute to a customer’s overall experience

Receiving guest in a cordial manner and

anticipating their needs.Focus on: price-value,

reliability, responsiveness, assurance, and empathy

Service is……

Customer Service

Service is an activity done for another person

In a hospitality business, customer service is the total experience a customer has with that business

Customer experience includes staff performance and courtesy, cleanliness of the property, and the way customers are treated

Customers

A customer or guest is someone who buys products or services from a business

The success of a hospitality business depends on return customers

Poor service is the number one reason customers do not return to a business

Empathy helps hospitality workers provide what customers need

Customers’ Needs

Human needs range from basic physical needs, such as food and shelter, to psychological needs, such as feeling accepted and fulfilling personal goals

Successful hospitality businesses provide for their customers’ psychological as well as physical needs

Satisfying Customer Needs

Hospitality companies strive for customer satisfaction

Quality service is service that meets or exceeds customer expectations

Consistent quality service means providing the same good service and products each time a customer comes to a business

Quality service depends on service encounters

Quality Service

All customers expect to be treated with dignity and respect to have their requests handled accurately and

efficiently truthful product descriptions and answers to

their questions honesty and accuracy in money transactions

HAVE THINGS CHANGED OVER THE YEARS REGARDING SERVICE? HOW? WHY?

Question??

1. Number of amenities2. Degree of personal attention/interaction

What is GOOD Service usually measured by?

3. Speed of service

Importance of Service Quality

Poor service results in loss of customers and bad word-of-mouth publicity

Quality service brings repeat customers and generates positive word-of-mouth publicity

Quality service is achieved by employees who are skilled at their jobs and understand the art of customer service

Characteristics of the Hospitality Industry

All about serviceCustomers are primary focusProduct is intangible and perishableNo such thing as business hoursHospitality operations run on a 24-hour

basis all year round

Name the five segments of the hospitality industry. food, lodging, travel, tourism, recreation

Which segment is the largest and most varied? the food industry

Chapter 1 Review

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