HOSPITALITY NOTES 1 CHAPTER 1 Moment of truth anytime the quest comes in contact with anything or anyone in the operation Cannot be taken back or done over again Usually positive 3 separate parts of the economy 1 agriculture 2 3 service manufacturing Interpersonal and intellectual skills are very important Segments of the industry 1 LARGEST Lodging and food service 2 Smaller recreation entertainment travel A guest room is perishable because once a night passes you get no money for empty rooms Branding the process of taking a known brand name like MacDonald s and opening that facility in a business hospital or school o Brings name recognition appeal and standards of operation Fast food Quick service is the largest segment of the food service industry For profit Marriott Chili s Not for profit cafeteria for employees at Disney World non commercial Fusion Cuisine Blending flavors of two kinds Italian Greek CHAPTER 2 Industry has developed in response to o Social structure and cultural norms o Travel and migration behavior o Industrial and economic systems o Technology 2 patterns that influence the HI o Transportation technology and infrastructure o Vast increase in wealth resulting from industrial revolution CHAPTER 3 Total Solution e hospitality offers more amenities and support services to potential guests Distributing servicing supporting hospitality products Distribution channels websites third party website social media network ads telephone reservation systems New marketing trends Ad targeting Text massages Globalization reaching out globally Social networking now an established method of communication outpacing e mails Critical for companies to diversify How to improve online presence need a plan Ad targeting consumers are categorized into groups based on on line behavior Sustainability the capacity to maintain support or endure 3 major resources water energy materials Triple bottom line green Hospitality o Ecological o Economic o Social Ethical issues facing the HI includes employee s wages employee s o Guest sometimes exaggerates a dissatisfactory experience to get benefits and profits compensation CHAPTER 4 Essential trait for Hosp a desire to serve others The thank you letter put something unique Rule of thumb send thank you letter same day of interview Conceptual skills planning problem solving decision making Organizing leadership skill Ultimate goal of cover letters and resume Get the interview Incentive compensation base salary 40 4 Major career fields food lodging tourism recreation Good points of HI extensive career options creative opportunities varied work environments career growth social networking Expanding social network meeting people is a major advantage get to meet people from all around the world Common HI clich work while others play Your personal advertisement resume and cover letter Interview qualities enthusiasm Working manager hands on working side by side with employees CHAPTER 5 Primary reason the enter HI low barriers to entry Independent operator owns their own business Advantages to being Ind Op get benefits can make changes Disadvantages to being Ind Op responsible for everything economies of scale No backing from corporate headquarters Differences b w Ind Op and entrepreneur risk and purpose entrepreneurs goal is to expand Business plan time line location need support systems Legal structure o Sole proprietorship all assets are on the line o Limited Liability Corporation LLC liability is limited to the assets of the corporation costs more money due to fees attorneys o S Corp more formal than LLC more structure and restrictions less liabilities Single unit management Only one Angel investor one who is interested in investing in a business or concept gives money in exchange for ownership equity in the company CHAPTER 6 Brand specific identity that the company is intentional about Franchise an individual who buys a new unit b c it is already successful Chain operations a business under one management or ownership More uniform have to go to corporate for changes Mixed franchise parent company owns some others are franchised Management Franchised form parent companies manage the franchises Chain 6 units Customer tracking programs all data is mined and customer preferences are logged onto a database Brand Management form when a mega corporation owns multiple chain operations under a parent umbrella structure it refers to each chain operation as a brand
View Full Document
Unlocking...