CHAP                Welcome to the WonderfulTE                  World of HospitalityR1©2004 Pearson Education, Inc.       ...
Hospitality   • From the French word “hospice…           – “To provide care/shelter for travelers”©2004 Pearson Education,...
Pineapple   • Symbolic of…           – Welcome           – Friendship           – Hospitality©2004 Pearson Education, Inc....
Characteristics of Hospitality   • Hospitality…           – Pineapple is a symbol of welcome, friendship,             and ...
Characteristics of Hospitality   • Hospitality (cont.)…           – No such thing as business hours           – Hospitalit...
Corporate Philosophy   • Philosophy…           – Shift towards greater employee empowerment           – Strong links to TQ...
Corporate Culture   • Culture…           – Overall style and feel of the company           – Mission Statement            ...
Corporate Culture   • Culture (cont.)…           – Objective                   • Quantification of goals           – Strat...
Reasons Behind Inconsistency in                Service   • Inconsistency…           –    Education system does not teach s...
7 Deadly Sins of Service    • Sins of service…                1.        Apathy         5. Robotics                2.      ...
Success in Service   • Success…           – Focus on the guest           – Understand the role of the guest-contact       ...
Moments of Truth   • Examples in a restaurant…           –    Guest calls for reservation           –    Guest tries to fi...
Leadership   • Effective leadership involves… Ferguson                                 Valerie           – Applying your o...
Leadership   • Leadership (cont.)…                        Valerie Ferguson           –    Fostering teamwork           –  ...
Traits of Leadership   • Traits…           –    Integrity           –    Honesty           –    Trustworthiness           ...
Traits of Leadership   • Traits (cont.)…           –    Communication           –    Willingness to teach           –    M...
Leadership Characteristics   • Characteristics…           –    Strong sense of purpose           –    Persistence         ...
Leadership Characteristics   • Characteristics (cont.)…           –    Relationships based on trust and respect           ...
A “MUST” for Leaders   • Leaders…           – Provide clear expectations and standards           – Communicate those expec...
A “MUST” for Leaders   • Leaders (cont.)…           – Coach through honest and direct feedback           – Recognize, rewa...
Service and TQM   • Service…           – Ensures consistency           – Participative process that involves all          ...
Making it Happen   • Happening…           –    Good Academic record           –    Resume           –    Internships      ...
Making it Happen   • Happening (cont.)…           – Networking           – Work experience           – Extracurricular Act...
Upcoming SlideShare
Loading in...5
×

ojo

799

Published on

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
799
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
36
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

ojo

  1. 1. CHAP Welcome to the WonderfulTE World of HospitalityR1©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  2. 2. Hospitality • From the French word “hospice… – “To provide care/shelter for travelers”©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  3. 3. Pineapple • Symbolic of… – Welcome – Friendship – Hospitality©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  4. 4. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  5. 5. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  6. 6. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  7. 7. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  8. 8. Corporate Culture • Culture (cont.)… – Objective • Quantification of goals – Strategy/Tactics • Actions needed to reach goals©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  9. 9. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  10. 10. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  11. 11. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  12. 12. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  13. 13. Leadership • Effective leadership involves… Ferguson Valerie – Applying your own particular brand of leadership to the operation – Managing change effectively©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  14. 14. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  15. 15. Traits of Leadership • Traits… – Integrity – Honesty – Trustworthiness – Confidence – Creativity – Flexibility©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  16. 16. Traits of Leadership • Traits (cont.)… – Communication – Willingness to teach – Motivation – Adaptability©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  17. 17. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  18. 18. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  19. 19. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  20. 20. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  21. 21. 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 EditionUpper Saddle River, New Jersey 07458 John Walker
  22. 22. Making it Happen • Happening… – Good Academic record – Resume – Internships – Mentor – Job shadowing©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  23. 23. Making it Happen • Happening (cont.)… – Networking – Work experience – Extracurricular Activities©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×