hospitality management chapter 1

success in service

1. focus on the guests 2. understand the role of the guest-contact employee 3. weave a service culture into education and training systems 4. emphasize high-touch as well ad high-tech 5. thrive on change- constantly improve the guest experience 6. encourage gust loyalty

5 keys to hospitality management

1.travel/tourism- airline, cruise 2.lodging-hotel, motel, resort 3.assembly/event management- meetings and conventions 4.restaurants and managed services- all restaurants 5.recreation-gaming, theme parks

hospitality is the what largest employer in the world behind health care?

2nd

multiplier effect

a concept that refers to new money that is brought into a community to pay for hotels, rooms, restaurants, etc.

guest

anyone who receives or benefits from the output of someone's work.

sustainable tourism

combines both ecotourism with practical matters for policy makers. Looks at ways to keep sites and resources available for years without destroying the environment

volunteer tourism

deals with people who want to give back to the community by helping a particular course (ex, travel to developing nations)

front of the house

direct contact with the guests

corporate philosophy

embraces the values of the organization, including ethics, morals, fairness, and equality

cultural tourism

focuses on cultural events and festivals

heritage and historical tourism

focuses on historical events that have taken place at a specific location

national restaurant association (NRA)

forecasts a need for thousands of supervisors and managers for the hospitality and tourism industries

leisure travelers

make up 82% of domestic travelers, increase during the years fir many reasons, usually older, stay with family and friends, experience new cultures

four time shifts to work

morning 6 am to 10 am midshift 10 am to 7 pm evening 3pm to 11pm night shift 11 pm to 7:30 am

in the hospitality industry...

people constantly strive for outstanding guest satisfaction, which leads to guest loyalty and profit.

heart of the house

preforming duties behind the scenes

ecotourism

rainforests, deserts, oceans popular with baby boomers

back of the house

serving someone in the front of the house

business travelers

tend to be younger and spend more money, stay fewer days than leisure

sustainability

the ability to achieve continuing economic prosperity while protection the natural resources of the planet and providing a high quality of life for its people and future generations

external guests

the guest most people think of in the traditional sense

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the hospitality and tourism industries are the largest and fastest growing industries groupings in the world

internal guests

the people inside a company who receive or benefit from the output of work done by others in the company

"moments of truth"

training associates in handling guest encounters