The document discusses the hospitality industry, outlining that it involves providing care and shelter for travelers, draws from terms like "hospice" and "hospitality". It also notes some of the characteristics of the industry like being open 365 days a year, emphasizing guest satisfaction, and facing challenges from issues like the global economy, technology changes, and ensuring consistency in service. The future of the industry involves pursuing one's interests and passion to find success while accepting long work hours and shifts.
4. Hospitality is one of the most fascinating,
fun and stimulating industries to work for
Comparable to other industries you get
paid well and have excellent advancement
opportunities (Greece a different story
presently)
We often hear that it gets into our blood
meaning that we become one with the
Hospitality Industry.
If I would be asked, I would say that I will
not change this job for anything
7. Career Path
From high school to College (TEI) or
ASTEAN or University
Upon graduation you become
management trainee, or supervisor,
leading to Asst. Department head,
Department Manager, Division Director or
Executive Assistant, General Manager,
Senior Company Executive
8. Characteristics of the Hospitality
Industry
Opens 365 days a year
24 hours a day
Those on their way to senior positions
work 10 – 12 hours per day
Evenings and weekends are also included
So we have to accept the fact that we will
be working while others are enjoying
9. Characteristics of the Hospitality
Industry
Largest and fastest growing industry
Emphasis on service, and guest
satisfaction
Product is intangible and perishable
No such thing as business hours
Characterized by shift work
10. Global Issues and Challenges in the
Hospitality Industry
Global uncertainty
Economy
Human resources issues – Labor intensive
Branding issues
Financial viability
Technology – Driving force for efficiency improvement
Yield management
Customer relationship management
Operating costs
Supply issues
Distribution channel issues
Airlines in the 21st century
11. Global Issues and Challenges in the
Hospitality Industry
Safety and security
Diversity
Changes in demographics
Customer issues – Value for money
Sanitation issues – iso endorsement
Sustainability issues
If room is not sold cannot be stored - Perishability issues
A room purchase does not give ownership to the
customer
The customer must go to the Hotel in order to make the
purchase contrary o the purchase of other goods
12. We make every effort to make
our customer happy and turn
him/her to return thus becoming
from a customer to “Guest”.
110. Characteristics of service
Product is intangible
Product is highly perishable
Product is effervescent
Measurement of guest satisfaction
111. Inconsistency…
When education system does not teach
service
Little priority to training in service
Over reliance on Technology
Lack of motivation
112. Sins of service…
e Apathy 1. Robotics
e Brush-off 2. Rule book
e Coldness 3. Runaround
e Condensation
113. 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
114. 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
115. Service…
Ensures consistency
Participative process that involves all
departments
Continuous process
Should be an integral part of the mission
It’s simply EXCITING
116. How about your future
Do you know where you want to be in 5 years
from now?
The best advise is to follow your interest
Do what you love to do and success will soon
come
Often we access our character and personality
to determine a suitable path.
Whatever you chose to do it should become a
hobby for you, you will have to believe in
yourself, you should be devoted and I am sure
that you will be succeed.
