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  • 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. 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. Pineapple • Symbolic of… – Welcome – Friendship – Hospitality©2004 Pearson Education, Inc. Introduction to Hospitality Management, First EditionUpper Saddle River, New Jersey 07458 John Walker
  • 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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

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