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The Hospitality Industry        Welcome to You,  The Future Hospitality Industry            Leaders
Hospitality From the French word “hospice…     “To provide care/shelter for travelers
Pineapple Symbolic of…     Welcome     Friendship     Hospitality
 Hospitality is one of the most fascinating,  fun and stimulating industries to work for Comparable to other industries ...
Hospitality Industry
Career Path From high school to College (TEI) or  ASTEAN or University Upon graduation you become  management trainee, o...
Characteristics of the Hospitality              Industry Opens 365 days a year 24 hours a day Those on their way to sen...
Characteristics of the Hospitality            Industry   Largest and fastest growing industry   Emphasis on service, and...
Global Issues and Challenges in the              Hospitality Industry   Global uncertainty   Economy   Human resources ...
Global Issues and Challenges in the             Hospitality Industry   Safety and security   Diversity   Changes in dem...
We make every effort to make our customer happy and turnhim/her to return thus becoming  from a customer to “Guest”.
HOTEL OPERATIONS
W HotelBarcelona
Characteristics of service   Product is intangible   Product is highly perishable   Product is effervescent   Measurem...
 Inconsistency…     When education system does not teach      service     Little priority to training in service     O...
 Sins of service…  e   Apathy         1.   Robotics  e   Brush-off      2.   Rule book  e   Coldness       3.   Runaround...
 Success…    Focus on the guest    Understand the role of the guest-contact     employee    Weave a service culture in...
   Examples in a restaurant…    •   Guest calls for reservation    •   Guest tries to find restaurant    •   Guest parkin...
 Service…     Ensures consistency     Participative process that involves all      departments     Continuous process ...
How about your future   Do you know where you want to be in 5 years    from now?   The best advise is to follow your int...
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
The hospitality industry – concepts, ideas and future
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The hospitality industry – concepts, ideas and future

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The hospitality industry – concepts, ideas and future

  1. 1. The Hospitality Industry Welcome to You, The Future Hospitality Industry Leaders
  2. 2. Hospitality From the French word “hospice…  “To provide care/shelter for travelers
  3. 3. Pineapple Symbolic of…  Welcome  Friendship  Hospitality
  4. 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
  5. 5. Hospitality Industry
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. 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
  11. 11. We make every effort to make our customer happy and turnhim/her to return thus becoming from a customer to “Guest”.
  12. 12. HOTEL OPERATIONS
  13. 13. W HotelBarcelona
  14. 14. Characteristics of service Product is intangible Product is highly perishable Product is effervescent Measurement of guest satisfaction
  15. 15.  Inconsistency…  When education system does not teach service  Little priority to training in service  Over reliance on Technology  Lack of motivation
  16. 16.  Sins of service… e Apathy 1. Robotics e Brush-off 2. Rule book e Coldness 3. Runaround e Condensation
  17. 17.  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
  18. 18.  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
  19. 19.  Service…  Ensures consistency  Participative process that involves all departments  Continuous process  Should be an integral part of the mission  It’s simply EXCITING
  20. 20. 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.

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