Chapter 1: GETTING TO KNOW

THE HOSPITALITY INDUSTRY

GETTING TO KNOW THE HOSPITALITY

INDUSTRY

HOSPITALITY AND TOURISM

CHARACTERISTICS OF THE HOSPITALITY INDUSTRY

SUCCESS IN SERVICE

History of lodging can be traced back to

the civilizations of Summeria and

ancient Egypt. (nomadic traveler)

Nomadic people are communities of

people who move from one place to

another, rather than settling

permanently in one location.

Trading between cultures created the need for

groups of people to travel to long distances,

hence, the need for stop overs along trade

routes.

RADING TROUTES

TR

AD

ING

TR

OU

TE

S

TRADING ROUTESWITH INTERSECTION

This intersection is calledjunction points, then grew

into trading centers.

This trading centers thenbecame CITIES.

Trading routes without intersection a different type of stop over location evolved at the journey segment.

TRADING TROUTES

STOP OVERJOURNEY SEGMENT

STOP OVERJOURNEYSEGMENT

HISTORICAL PERSPECTIVE

• Ex. of lodging facilities at journey segments:

relay houses in China

khans in Persia

tabernas in Rome

• As history unfolded, lodging facilities began to emerge and began to include food and beverage service.

HISTORICAL PERSPECTIVE

• Mid – 1700s: created new modes of transportation and new roads. (Europe, Asia and Africa)

• These new roads created more journey segment and junction points.

• English and Colonial Inns of the 1700s: the wealthy and landed aristocracy of the world began to rent out their spare rooms in their castles and estate to generate money

Colonial Inns vs. English Inns

• Colonial Inns offered rooms to anyone who can afford to pay, whereas, English Inns were most often reserved to aristocrats.

• Colonial Inns regularly offered large rooms with several beds inside, whereas, English Inn offer private guests room.

Hospitality

• From the French word “hospice…

▫ “To provide care/shelter for travelers”

▫ The word “ HOSPITALITY” has ancient roots, dating from the earliest of Roman Civilization.

▫ It is derived from the word “HOSPITARE”, meaning, “ TO RECEIVE A GUEST”.

▫ Hospe - a latin word which means host or guest.

▫ Hospitium- means a guest chamber, inn or quarters, or hotel.

Early HistoryHistorians have uncovered evidence to suggest that hospitality industry flourished more than 2,000 years before the birth of Christ. References are found in writings about the life in Babylon, the center of the world in 2050 B.C. that refer to ALEHOUSES, apparently places that provided accommodations and sold intoxicating liquors.

• The concept of hospitality is extremely old; it is mentioned in writing dating back to ancient Greece, Rome and Biblical times.

• Biblical References:

• “And she brought her first-born son, and wrapped him in swaddling clothes and laid him in a manger, because there was no room for them in the Inn”. (LUKE 2.7)

Middle Ages

▫ During the middle ages they constructed separate building to accommodate travelers, which is known “XENODOCHEIONS “, a Greek word meaning inns or resting places.

Early History

•ST. JULIAN THE HOSPITALLER- Patron Saint of Innkeepers and Travelers

What is the first hotel in America?

•City Hotel in New York (1794)

It is said that it was the first building in America

specially built for the purpose of being a hotel. With 73 rooms it was considered a very large property.

What is the first five star

hotel in America?

TREMONT HOUSE IN BOSTON

Tremont House (1829-ca.1895) sometimes called the Tremont Hotel, was a highly influential hotel designed in 1829 by Isiah Rogers in Boston Massachusetts.

The Tremont House was a four-story, granite-faced, neoclassical building, located at the corner of Tremont and Beacon Streets, with its main entrance on Tremont. It incorporated many hotel "firsts":

Indoor plumbingIndoor toilets and bathsReception areaLocked rooms for the guestFree soapBellboys

What was considered the first

“modern” hotel?

BUFFALO STATLER HOTEL

The Buffalo Statler Hotel (1908): opened by Edward Statler, many believed to be the first “modern” hotel. Mr. Statler incorporated many innovations in the hotel such as:

•Fire doors•Installation of light switches inside the door so that guests could enter a lighted room•Private bathrooms•Key holes placed directly above doorknobs for easy access•Circulating hot and cold shower in each room•Full length mirrors•Morning newspaper• Mr. Statler’s rivals in the hotel industry, Hilton and Marriott ended up buying his company.

What is the first five star hotel

in the Philippines?

The Manila Hotel is a 500-room, five star hotel in Manila , Philippines, located in the heart of the Manila Bay area. The Manila Hotel is the oldest premiere hotel in the Malacanang Palace, where the Philippine president now lives, and opened in 1912. It was the residence of General Douglas Mac Arthur from 1935 to 1941.

HOSPITALITY AND TOURISM

What is the PINEAPPLE TRADITION?

▫ Favored fruit to serve the royal and elite.▫ Displayed in doors or gate that denotes “The ship is in,

come join us! Food and drinks for all!”▫ It is the symbol of hospitality and the sign of friendliness,

warmth and cheer.▫ Foundation of concept of service, known internationally

What is Hospitality?

“The reception and entertainment of

guests, visitors, or strangers with

liberality and good will”.

» Oxford English Dictionary

So what does

liberality

and

goodwill

means?

• Liberality means generosity and broadmindedness

• Good Will means willingness to help others

What is the Industry About?

Characteristics of the Hospitality Industry

• Product is intangible and perishable

• No such thing as business hours

• Hospitality operations run on a 24 hour basis all year round

• Characterized by shift work

Why is the product perishable?

• For example, we have 1,400 rooms in inventory, but we sell only 1,200 rooms. What do we do with the 200 unsold rooms? Nothing—we lose 200 room nights and the revenue.

HOSPITALITY AND TOURISM

• Largest and fastest growing industries

• Common dynamics

Delivery of services and products

Customer and guest impressions are critical

Scope of Hospitality IndustryTravel

Air

Cruise ships

Rail

Coach

Automobile

Ecotourism

Lodging

Hotels

Motels

Resorts

Assembly and Event

Management

MeetingsConventionsExpositions

Restaurant and Managed Services

Recreation

AttractionsGamingParksRecreation

Hospitality Spirit

• Works to create memories

• Everyday guests rely on us for service

• Passion is in the service element

• People with a service spirit are happy to do something extra to make the guest’s experience memorable

• The WOW factor!

SUCCESS IN SERVICE

“Service! Service! Service!”

-Kurt WachtveiltGM, Oriental HotelBangkok

Success in Service

1. FOCUS ON THE GUEST

Make the guest feel welcome! It is critical to give

guest exceptional service, so that we can expect

costumer satisfaction and would much likely see

them again coming back for more, hence,

generating more revenues.

Success in Service

2. UNDERSTAND THE ROLE OF THE GUEST-CONTACT EMPLOYEE

Employees that works in front-of-the-

house brings a great deal in the success

of the business. They are the ones who

has the direct contact with the guest

which gives them a great responsibility

to make the guest satisfied and should

leave a good impression about the

business

Success in Service

3. WEAVE A SERVICE CULTURE INTO EDUCATION AND TRAINING SYSTEM

Service with intelligence adds more value in success in service. The guest will surely notice the difference between a service done hastily from a service done with grace and thinking. This is the reason why constant training is necessary to brush up the skills of the staff.

Success in Service4. EMPHASIZE HIGH-TOUCH INSTEAD OF

HIGH-TECH

Service should be personal and individualized. No high-tech gadget can replace a staff’s personal touch in assistance and service.

5. THRIVE ON CHANGE

A good establishment adjust to the demands of thecostumers.

A Cup of Kindness

• Customer service is a central focus of hospitality

• Our job is to enhance the lives of those people (guests, customers, passengers, etc.) to whom we serve

▫ We begin by understanding what they need▫ Kindness is demonstrated by making everyone

feel welcome▫ Quality customer service requires that we make

all guests feel comfortable▫ We all have a need to feel important

ESSENCE OF TEAMWORK

“ If you are not serving the guest, you had better be serving someone who is”

MOMENTS OF

TRUTH

MOMENTS OF TRUTH

“Moments of truth” is a phrase credited to Jan Carlson, who, on becoming president of Scandinavian Airline System (SAS), ranked at the bottom of the airline market, realized that he had to spend a lot of time coaching his associates in how to handle guest encounters, or, as he called them “moments of truth”

MOMENTS OF TRUTH

Examples in the restaurant:

• Guest calls the restaurant for a table reservation

• Guest is informed that the table is not ready

• Guest is seated at the table

• Server takes order

• Server brings food

What is the reason for inconsistency in service?

Reasons Behind Inconsistency in

Service

• Education system does not teach service

• Little priority on training in service

• Over-reliance on Technology

• Lack of motivation

“Seven Deadly Sins of Service”• 1. Apathy

• 2. Brush-off

• 3. Coldness

• 4. Condescension

• 5. Robotics

• 6. Rule book

• 7. Runaround

Corporate Philosophy

CORPORATE PHILOSOPHYEmbraces the values of the organization,

including ethics, morals, fairness, and equality.CORPORATE CULTUREOver-all style and feel of the company.MISSION STATEMENTCentral purposes, strategies, and valuesGOALBroad statement geared towards

accomplishment

Service and Total Quality Management

• Total quality management (TQM) is a continuous process that works best when managers are also good leaders

• TQM is a participatory process that empowers all levels of employees to work in groups to establish guest service expectations and determine the best way to meet or exceed those expectations

• The difference between TQM and quality control (QC) is that QC focuses on error detection, whereas TQM focuses on error prevention

Service Philosophy Is a Way of Life

Spirit to serve comes from deep-rooted values. Service should be a commitment to continuous improvement and overcoming adversity.

The Disney Approach to Guest Service

• The Disney mission statement is simple:

“We create happiness.”

• The key elements of Disneyland guest services include:▫ Hiring, developing, and retaining the right

people▫ Understanding their product and the meaning

of the brand▫ Communicating the traditions and standards of

service to all cast members▫ Training leaders to be service coaches▫ Measuring guest satisfaction▫ Recognizing and rewarding performance

Disney Service Model

• It begins with a smile

• Make eye contact and use body language

• Respect and welcome all guests

• Value the magic

• Initiate guest contact

• Creative service solutions

Disney’s 5 Steps of Leadership

1. Provide clear expectations and standards

2. Communicate these expectations through demonstration, information, and examples

3. Hold cast members accountable for their feedback

4. Coach through honest and direct feedback

5. Recognize, reward, and celebrate success

Corporate Philosophy:

“ We are Ladies and Gentlemen serving Ladies and Gentlemen”

-As service professionals, we treat our residents and guests and each other with respect and dignity.

Ritz-Carlton Credo:

1. A warm and sincere greeting; use the guest name, if and when possible.2. Anticipation and compliance with guests’ needs3. Fond farewell; give them a warm goodbye and use there names if

and when possible.

This credo is printed on a small laminated card that all employees must memorize or carry along with them at all times when duty.

CORPORATE PHILOSOPHY:

“Take care of Marriot’s people and they will take care of the guest”