HFT1000 Study Guide-Chapter 1:Hospitality refers to those organizations that offer services like food, drink, lodging and entertainment.-need many different types of skills from artists to public relations to accountants-part of the service industry4 areas where service is different from manufacturing:1. Service product is intangiblea. **Moment of truth: once a guests meets and interacts with the employee**2. The service is inseparable from and variable by the provider.3. Same as #2.4. Service cannot carry inventory.The service sector is the most dominant contributor.Service played a more important role in a manufacturing economy than in an agricultural economy.-In today’s service economy, there is no tangible product--the product is mostly service.In a hotel, the room is the tangible product.The two largest sectors of the hospitality are lodging and food. All forms of lodging have one common bond: sleeping rooms.The profitability % of a sold guest room is usually higher than selling a meal. Therefore, many owners make the decision not to have food service in their properties because of the profitability picture and the difficulty of operating a food service facility.The basic strategy in the lodging business is to sell rooms.The guest, not the management of the property, determines value. A guest room is a perishable product.Food service of the hospitality industry is growing at a dramatic rate--the reason for this is that consumers are changing their eating habits.Ambiance or servicescape is an aspect of any service environment.--Ambiance is made up of the décor, the sound level, the furniture and the overall feel of the room.The largest segment of the food service industry is fast-food resturants.Chapter 2:Ellsworth Statler opened his 1st hotel in Buffalo in 1907, offering a room with a bath for a dollar and a half. His target market was the ordinary traveler. Ellsworth acquired the operating lease of the Hotel Pennsylvania in New York City. It was the largest hotel in the United States.He was the 1st to give hotel staff a 6-day week, paid vacations and free health care.Ellsworth Statler is called the hotel man of the half century.Marriott started out as a food service, specifically a A&W root beer stand, in Washington, DC.JW Marriott vision was to treat all associates with respect and provide good customer value in a clean environment. Marriott then turned to an airline catering business.In 1956, Marriott moved to the hotel industry--1st hotel was the Twin Bridges in Virginia. Bill Marriott is credited with creating the ‘Marriott Way.’George Escoffier is the King of Chefs--he revolutionized the culinary industry by simplifying cooking and kitches.It was commonplace for the cooks to cool off by drinking beer--allowed 3 per hour.Escoffier created a nonalcoholic drink that contained barley, forbade cursing and made all of his employees take anabstinence oath.Escoffier created the kitchen brigade to increase efficiency--cleanliness became the cornerstone of kitchen practice.Julia Child personalized cooking--she was 6’2” and worked for the federal government (CIA).Her show, The French Chef, became a staple of American television. Child’s has opened the doors for cooks such asRachel Ray and Boby Flay.Ray Kroc is the father of fast food. Walt Disney:-joined the Red Cross in France-his ambulance was covered with Disney cartoons-his popularity was based upon the ideals of imagination, optimism and self-made success in the Americantradition. **He brought us closer to the future, while telling us about the past**Chapter 3:Myth: There is a shortage of job opportunities within the hospitality industry.Reality: There is a shortage of qualified employees. There are many career choices and opportunities. The hospitality industry is the largest, fastest growing industry in the world.Myth: Anyone can become a successful hospitality manager.Reality: The myth is all you have to do is sit behind a desk and give orders. The industry is people and service oriented--always try to meet and exceed your potential.Myth: There is limited career advancement.Reality: The potential for advancement is excellent for those who are willing to work hard--excellent for people from every race and ethnic background.Myth: Starting salaries are low.Reality: Starting salaries are competitive. Hospitality has more flexible working hours and pay scales--compensation package is tremendous. Myth: Graduating with a degree in hospitality is all you need to be successful. Reality: A degree by itself is not enough! A college education combined with relevant work experience is!The hospitality industry is composed of 4 major career fields:1. Food2. Lodging3. Tourism4. RecreationThe Good:1. Extensive list of career options--the options are endless2. Creative opportunities--you need creativity to productively handle guests3. Varied work environment--each day begins a new work environment4. Career growth--widely based, work almost anywhere5. Social networking--attend career fairs and join student organizationsThe Bad:1. Labor-Intensive business--work can be hands-on, which isn’t all bad2. Hours of work--managers put in 60+ hrs a week3. RelocationSkills and Qualities:1. Conceptual skills2. Communication skills3. Flexibility and diversity4. Leadership skills and qualitiesA resume is a written document that lists a person’s personal and professional qualifications for a position. The purpose of a resume is to provide information to people about who you are and what skills you have. Items to include in your resume:1. Contact information2. Career objective3. Education4. Internship5. Work experience6. Skills and abilities7. Awards and recognition8. ReferencesIncluded in your resume should be a cover letter. This letter introduces you to your potential employer. The content should include highlights of your personal and professional experience and a request for an interview. The goal of your resume is to get an interview.Interview etiquette includes dressing professional, introducing yourself, offering a firm handshake, maintaining eyecontact, never saying anything negative and asking questions. Enthusiasm is the single most important quality. Ask questions--there is nothing wrong with pulling out a list of questions you have to ask the potential employee.After an interview, write a thank you letter to the employee on the same day as the interview.Chapter 4: Industry associations are professional organizations that
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