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
.
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