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32 Cards in this Set
- Front
- Back
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Symbol of hospitality |
Pineapple |
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Define hospitality... |
The receptionandentertainmentof guests,visitors orstrangers withliberality andgood will
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Sectors |
LodgingIndustry &
Food andBeverageIndustry |
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Hospitalitysatisfies basic....
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physiologicalneeds
shelter security food sustenance |
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Addressing the needs (social)
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Bonding, association, affiliation
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Addressing the needs (emotional)
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Relaxation, escape, nostalgia
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Addressing the needs (mental)
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Stimulation, exploration, problem solving
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Addressing the needs (spiritual)
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Reflection, renewal, altruistic
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Addressing the needs (self)
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risk-taking, fitness
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Addressing the needs (safety)
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personal belongs, security of body, your family
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Trends |
Globalization
Safety and security Diversity (MFHA) (Lodging HR & Diversity)Summit Service Technology Legal issues (ADA) Changing demographics Price value Social Media Sanitation |
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Nature ofHospitality and Tourism
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The hospitality and tourism industry is thelargest and fastest-growing industry in theworld
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What Is a Product?
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Anything that can be offered to a market thatmight satisfy a want or need.
Physical objects, Organization, Persons, Places, Ideas, Services, Events and Experiences |
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Components of the Hospitality Product
Goods (not for purchase) |
Furniture, equipment
Company Goods |
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Components of the Hospitality Product
Experiences |
Activities
Events: collection of activities around a theme/purpose |
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Components of the Hospitality Product
Services |
Personal services
Amenities |
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Goods: tangible
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Warrantee
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Services: intangible
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Guarantee
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What is a good service guarantee?
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Unconditional
Easy to Understand and Communicate Meaningful Easy to Invoke Easy to Collect |
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Why is a service guarantee important?
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A guarantee forces you to focus on customers
A guarantee sets clear standards A guarantee generates feedback A guarantee forces you to demand why you fail A guarantee builds marketing muscle. |
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Intangibility |
services cannot be seen, tasted, felt, heard or smelled before purchase |
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Variability |
quality of services depends on who provides them and when, where, how |
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inseparability |
services cannot be separated from their providers |
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perishability |
services cannot be stored for later use or sale |
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Experiences are:
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A series of staged events that engage a participantand result in pleasant, recallable memories – internaland personal
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First Law of Service
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Satisfaction equals perception minus expectation
S = P – E |
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Perception
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is the way that we see somethingbased on our experience.
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Second Law of Service
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First impressions are the most important
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Moments of Truth
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These are guest encounters
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For Success in Service we need to:
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-Focus on the guest. -Understand the role of the guest-contact employee. -Weave a service culture into education and trainingsystems. -Emphasize high-touch instead of just high-tech. -Thrive on change.
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career pluses |
More career options than most industries
Varied work responsibilities People-oriented work Highly flexible hours Room for long-term career growth Perks |
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career minuses |
Long hours
Nontraditional schedules Pressure Low starting salaries |
