CHAPTER ONE Hospitality is one of the fastest growing industries in the world Hospitality refers to organizations that offer Hospitality is part of the service industry Food Beverages Lodging Entertainment Product is intangible Inseparable from the provider Variable by provider Cannot be inventoried Moment of Truth any time the employee and guest interact the service experience is created at this moment for better or worse and the quality of service rests in the mind of guest Thee Parts of the Economy 1 Agriculture 2 Manufacturing 3 Service Shift of dominance from agriculture manufacturing service required people to acquire different skills Largest Segments of the Hospitality Industry Lodging Food Service LODGING Inns Resorts Economy Bed Breakfast Mega Hotel Their common bond is that they all have sleeping rooms profit of selling a room is greater than from selling a meal Strategy Guest Rooms Goal is to sell rooms Marketing Challenge bring the guest to your property and how to sell based on the guest s expectation and perception of value A perishable product Management tries to make a profit without negatively affecting If not sold on a night the revenue is lost customer s perceived value of guest room high end lodging may have a 5 to 1 ratio of employees to guest FOOD SERVICE is growing dramatically because more families are going out to eat instead of eating at home because of A changing demographic of families More adults are working and working longer hours to meet economic needs Inadequate time to prepare meals industry caters to many types of consumer needs including Hunger Getting in touch with friends Special occasions Impressing someone special Ambiance Servicescape D cor Sound level Lighting Furniture Restaurants are incredible varied in menu options atmosphere pricing time needed for a meal more Fusion Cuisine blending of flavors from different cuisines Branding the process of taking a known brand and opening that facility in a business hospital or school Name recognition Appeal Standards of operation for that brand Aspects of Food Service Restaurants Fine Dining Casual Fast Food largest segment convenience brands continue to ass to their menus but most popular still hamburgers fried chkn and pizza Fast Casual Private Clubs Special Events Catering Non commercial Ellsworth Statler CHAPTER TWO Hotelier of the 20th century a room with a bath for a dollar and a half during Pan American exhibition to house 8 million people Target market the ordinary traveler Value guest satisfaction and cleanliness Credited with back to back bathrooms minimizing expenses and private bathrooms First man to give 6 day work weeks and health care to employees Hilton purchased the Statler Chain for 111 million largest real estate transaction at the time J W Marriott Began as a nine seat A W stand Catering to American Airlines Marriott Way is a management style that incorporates concern for all associates hands on management and unrelenting customer service about 47 000 hotels in the US with 4 3 million guest rooms 133 billion in sales each room about 97 78 Employs 1 8 million workers Industry pays 177 billion in travel related wages and salaries George Escoffier King of Chefs Revolutionized culinary industry by professionalizing the role of chef culinarian Created dishes that are still served a century later To keep palate sensitive avoided kitchen pastimes of tobacco and alcohol Partnered with Caesar Ritz to revolutionize European cuisine Julia Child Ray Kroc McDonalds Personalized cooking for the home Her kitchen is now in the Smithsonian Museum The French Chef hit American tv due to her Joint venture was formed between Kroc and Dick Mac McDonald for the cheapest burgers fries sodas and milkshakes in town Kroc bought out McDonalds Scientific Management fewer steps for customers to be served more sales more revenue Values include quality service cleanliness Father of Fast Food 537 billion in sales 935 000 in sales 4 of the US GDP Employs 12 8 million people 9 of those employed in US Largest employer after federal government Walt Disney Dream of a clean organized amusement park Disneyland opened in 1955 Walt became a TV pioneer His worldwide popularity A Hospitality Odyssey Mega Resorts Space travel Floating islands Common Myths CHAPTER THREE There is a shortage of hospitality job opportunities Anyone can become a successful hospitality manager You will spend most of your time at your desk There is limited career advancement Starting salaries are low Graduating with a hospitality degree is all you need to be successful A job in the hospitality industry is boring Four Major Career Fields Food Lodging Tourism Recreation The Good Lodging Food Service Innovation is welcome The Bad Essential Skills Extensive Career Options Creative Opportunites Varied Work Environments Career Growth Social Networking Labor intensive business Different hours of work Consider relocation desire to serve others desire to interact wit others conceptual skills communication skills flexibility and diversity leadership skills in addition to base salary 40 incentive compensation enthusiam is the single most important quality during and interview Industry Association A professional organization that provide CHAPTER FOUR Member training and education Opportunities for networking Member recognition and support Promotion of specific industries to the public Legislative updates Industry trends and updates Legislative Issues Associations serve a critical need as they not only keep their members informed of pending legislation that may impact their industry serve as voice of industry in Washington National Restaurant Association Periodicals trends Largest restaurant trade show held in Chicago each May American Hotel lodging Association Training opportunities in depth research and more Largest hotel trade show held in NYC in November segments within the hospitality industry are also represented by specific smaller associations organized by geographic region Governing Documents Help associations fun smoothly Mission statement By laws statement of purpose guide for rules that govern actions developed and activites of organization developed by membership of governing board adopted by members may be amended where association is in the context of industry may include goals of association umbrella statement about association Vision statement join an association as a networking tool to gain competitive advantage in your chosen hospitality
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