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45 Cards in this Set

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service spirit
ppl w/ service spirit are happy to dp smth extra to make the guest's experience more memorable
pineapple tradition
pineapple is recognized as a global sybol of welcome, friendship and hospitality
to serve
to provide goods and services and be assistance to
is it critical to give guests exceptional service each encounter?
yes
which ppl can the hosp industry be a good choice for?
entrpreneurs who wana do their own thing. ex: bar, rest, catering, tour guide, night club, wedding planner
which are the 2 fastest growing parts of the hosp ind?
cruise ships and gaming
5 parts of hosp/tourism industry
travel
lodging
assembly and event management
rest and managed services
recreation
hosp and tourism is the _______ growing ind in the world
largest and fastest
hosp and tourism is the ______ largest ind in NJ
2nd
moments of truth
an opportunity to make a lifetime positive or negative impression on a guest
characteristics of hosp ind
-open 365 days a yr
-shift work (ex morning, mid, evening, graveyard)
-intangible (ex products r for use not possession. guest cant test drive a night in hotel
-inseparability of production and consumption of the service product, due to each guests unique demands
-perishability (plane flying w/ empty seats)
-variability
hosp ind philosophy changed from
one manager planning, organizing, implementing, and measuring to managers counseling associates, giving them resources, and helping them think for themselves
empowerment
giving employees more power to make decisions and please guests
hosp ind philosophy..
Shifts emphasis from the production aspect of business to the focus on guest-related services
parts of success in service
-Weave a service culture into education and training systems
-teamwork between FOH and BOH
-customer satisfaction
A Cup of Kindness” by W.B. Martin, p.17 says...
-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
-We all have a need to feel important
What is TQM?
-intense focus on customer
-never being satisfied, quality can always improve
-accurate measurement
-empowering employees
Three steps of service:
-A warm and sincere greeting
-Anticipation and compliance with guests’ needs
-A fond farewell, using guests’ names if and when possible
The Disney Approach to Guest Service
“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
-End with a “Thank you
Hosp Trends
Globalization
Safety and security
Diversity
Service
Technology (online plane tickets)
Legal issues (ex suing mcdnlds)
Changing demographics
Price value
Sanitation (clean rest)
tousism is
World’s largest industry!
World Tourism Organization (WTO)
A specialized agency of the United Nations
The leading international organization in the field
Plays a role in the:
Development of sustainable tourism.
Development of universally accessible tourism.
Continuation of economic development.
Development of a global code of ethics for tourism
Tourism
“Tourism comprises the activities of people traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business, and other purposes.”
Tourist
A person who stays for more than one night and less than one year
Benefits of Tourism
Provides governments with substantial tax revenues
Offers the greatest global employment prospects
This trend is caused by:
The opening of borders.
An increase in disposable income and vacations.
Reasonably-priced airfares.
An increase in the number of people with time and money.
More people with the urge to travel
Benefits of Tourism (Cont.)
The WTO and the World Travel & Tourism Council declare the travel and tourism industry to have the following characteristics:
24 hours a day, 7 days a week, 52 weeks a year economic driver
Accounts for 10.2% of the GDP = Gross Domestic Product
Employs 214 million people (7.8% of the global workforce)
$73.2 billion in spending in the U.S.
Leading producer of tax revenues
4.6% annual forecasted growth until 2015
Tourism 2020 Vision
International arrivals expected to reach over 1.56 billion by 2020
Europe, East Asia, the Pacific, and the Americas are the top receiving areas
There is interdependency between the various segments of tourism: travel, lodging, foodservice, and recreation
The Five Ages of Tourism
Pre-Industrial Revolution (prior to 1840)
The railway age (caused hotels 2b built)
The automobile age (car rentals)
The jet aircraft age (int travel)
The cruise age
Traveling by Train
One of the main factors that led to railroads in the U.S. was the need to move goods and people from one region of the country to another
Cars and buses caused a decline in rail travel
Today, trains are becoming more energy and time efficient
Traveling by Car
Began in 1895 in Germany
Today, it is the American way of life
Largest segment of ground transportation
Creates accessibility to remote locations
5,000 rental companies in the U.S.:
75% of car rentals take place at airports
The top four rental car company agencies in the United States are Hertz, Avis, National, and Budget
Traveling by Bus
Convenient and economic mode of travel
Allows travelers to relax and enjoy the ride
Types of bus service:
Local, charter, tour, commuter, airport, urban, and rapid transit
The largest and most recognized is the Gray Line
Air Travel
An integral factor in travel and tourism
4,500 planes are in the air over the U.S. any day
Competition between airlines to provide lower fairs has had a significant impact on increased air travel
Travelers are paying less, but carriers are spending more on fuel and other costs (cutbacks and layoffs)
Projected travel to reach 1 billion by 2012
Airline Profit and Loss
Fixed costs do not change:
Lease of airplanes, the maintenance of airline-owned or leased terminals, interest on borrowed money, insurance, and pensions
Variable costs rise and fall:
Wages and salaries, advertising and promotion, fuel costs, passenger food and drink, and landing fees
The biggest single cost for airline operation is labor—which is typically 30–45% of total operating costs
A key statistic in analyzing profitability is the load factor—percent of seats filled on all flights, including planes being flown empty to be in position for the next day’s schedule
Cruise Ships
A floating resort
Most cruise ships sail under foreign flags due to
U.S. labor costs for ships, officers, and crew—in addition to maritime unions—are too high to compete in the world market
U.S. ships are not permitted to operate casino-type gambling
Many foreign shipyards are government subsidized to keep workers employed, thereby lowering construction costs
Economic Impact of Tourism: Multiplier Effect
When a tourist spends money to travel, to stay in a hotel, or to eat in a restaurant, that money is recycled by those businesses to purchase more goods, thereby generating further use of the money
In addition, employees of businesses who serve tourists spend a higher proportion of their money locally on various goods and services
Leakage occurs when money must be spent outside the community for goods unavailable within the community
Promoters of Tourism
National Tourism Organization (NTO)
Travel Industry of America (TIA)
State tourism offices
City-level Convention & Visitors Bureaus (CVBs)
Mainly funded by Transient occupancy tax (TOT)
Tour operators
Travel agencies
Tour Wholesalers and Consolidators
National Offices of Tourism
Destination Management Companies (DMC)
Why People Travel?
82% of domestic travel is for leisure/pleasure
Some factors influencing travel:
Entertainment
Shopping opportunities
Climate for comfort
Cost
Special interests (i.e., golf, location, etc.)
Business travel is on a decline due to:
The economy.
Increased airfares.
Terrorism.
A reduction in travel budgets.
Social and Cultural Impact of Tourism
Tourism can have both positive and negative impacts on communities
World tourism organizations recognize that tourism is a means of enhancing international understanding, peace, prosperity, and universal respect for and observance of human rights and fundamental freedom for all
Provided the number of tourists is manageable and they respect the host community’s socio-cultural norms and values, tourism provides an opportunity for social interactions
Ecotourism
Ecotourism is focused more on individual values—it is “tourism with a conscience”
Definition: Responsible travel to natural areas that conserves the environment and sustain the well-being of the local people.
Principles:
Minimize impact
Build environmental and cultural awareness and respect
Provide positive experiences for both visitors and hosts
Provide direct financial benefits for conservation
Provide financial benefits and empowerment for local people
Raise sensitivity to host countries’ political, environmental, and social climate
Support international human rights and labor agreements
Sustainable Tourism
Make optimal use of environmental resources that constitute a key element in tourism development.
Respect the socio-cultural authenticity of host communities, conserve their built and living cultural heritage and traditional values, and contribute to inter-cultural understanding and tolerance.
Ensure viable, long-term economic operations.
Cultural, Heritage, Nature, and Volunteer Tourism
Culture and heritage are “our legacies from the past, what we live with today, and what we pass on to future generations. Our cultures and natural heritages are irreplaceable sources of life and inspiration.”
Cultural tourism: Motivated by interest in cultural events
Heritage tourism: Motivated by historic preservation
Nature tourism: Motivated by nature
Culinary tourism: Culinary adventures are at least a contributing motivation
Volunteer tourism: Motivations include opportunity to travel safely and cheaply and to experience different cultures
tourism trends
Ecotourism, sustainable tourism, and heritage tourism will continue to grow
Tourist arrivals will continue to increase
Governments will increasingly recognize the importance of tourism
More bilateral treaties signed
The promotion and development of tourism will move more from the public sector (government) to the private sector (involved industry segments)
Technology will continue to advance
Marketing partnerships and corporate alliances will increase
Employment prospects will continue to improve
Ticketless air travel will continue to increase
more tourism trends
Increased Internet bookings
Managing destinations will continue to be a challenge
Low-cost, no-frills airlines will continue to gain an increased market share
Airlines will try to entice travelers to book their trips via the airline’s website
Automatic airport check-ins will become more popular
Cruise industry will continue to expand
Increase in alternative cruises
Increased concern for the health and safety of travel and tourism
Nature, culinary, and volunteer tourism will increase