world of hospitality
TRANSCRIPT
8/6/2019 World of Hospitality
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
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Welcome to the Wonderful
World of Hospitality
1
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Hospitality� From the French word ³hospice«
± ³To provide care/shelter for travelers´
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Pineapple� Symbolic of«
± Welcome
± Friendship
± Hospitality
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
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
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
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
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Corporate Philosophy� Philosophy«
± Shift towards greater employee empowerment
± Strong links to TQM
± Service philosophy is a way of life
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
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
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Corporate Culture� Culture (cont.)«
± Objective
� Quantification of goals
± Strategy/Tactics
� Actions needed to reach goals
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
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
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
7 Deadly Sins of Service� Sins of service«
1. Apathy
2. Brush-off
3. Coldness
4. Condensation
5. Robotics
6. Rule book
7. Runaround
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
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
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
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
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Leadership� Effective leadership involves«
± Applying your own particular brand of
leadership to the operation
± Managing change effectively
Valerie Ferguson
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Leadership� Leadership (cont.)«
± Fostering teamwork
± Soliciting teamwork from employees
± Motivating employees
± Delivering on all promises
Valerie Ferguson
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Traits of Leadership� Traits«
± Integrity
± Honesty
± Trustworthiness
± Confidence
± Creativity
± Flexibility
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Traits of Leadership� Traits (cont.)«
± Communication
± Willingness to teach ± Motivation
± Adaptability
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Leadership Characteristics� Characteristics«
± Strong sense of purpose
± Persistence
± Self-knowledge
± Always seeks new learning experiences
± Enjoys work
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
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
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
A ³MUST´ for Leaders� Leaders«
± Provide clear expectations and standards
± Communicate those expectations
± Hold members accountable for their feedback
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
A ³MUST´ for Leaders� Leaders (cont.)«
± Coach through honest and direct feedback
± Recognize, reward, and celebrate success
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
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
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458Introduction to Hospitality Management, First Edition
John Walker
Making it Happen� Happening«
± Good Academic record
± Resume
± Internships
± Mentor
± Job shadowing
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