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
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
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
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
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
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
We make every effort to make our customer happy and turnhim/her to return thus becoming from a customer to “Guest”.
Characteristics of service Product is intangible Product is highly perishable Product is effervescent Measurement of guest satisfaction
Inconsistency… When education system does not teach service Little priority to training in service Over reliance on Technology Lack of motivation
Sins of service… e Apathy 1. Robotics e Brush-off 2. Rule book e Coldness 3. Runaround e Condensation
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
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
Service… Ensures consistency Participative process that involves all departments Continuous process Should be an integral part of the mission It’s simply EXCITING
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.