Hospitality test one Chapter 1 Hospitality is one of the fastest growing industries in the world people business Taking good care of the guest is the single most critical element for success The moment of truth is known as the time that a guest meets and interacts with the employee When this moment happens the service experience is created for better or worse This cannot be taken back or done over again Hospitality organizations consist of Food beverages lodging entertainment and a whole lot more The service Hospitality connection chart on page 4 The economy The service sector The Hospitality Industry Economy made up of agriculture growing food manufacturing and service They all contribute something different but in the past agriculture and manufacturing contributed the most to the economy When the growth of food in agriculture is fulfilled then we can move on to manufacturing builds products that make life easier Since American manufacturing has changed due to other countries have developed cheaper labor the service sector is now the most dominant This requires people to get different skills In todays service economy there is no tangible product the product is mostly service and quality of that product rests in the mind of the guest in a hotel the room is the tangible product skills needed are interpersonal and intellectual Largest segments lodging and food service Smallest segments recreation entertainment travel and many more Lodging Resorts inns economy motel bed and breakfast mega hotel exclusive converted castle and others Their common bond is that they all have sleeping rooms The profitability of a sold guest room is usually higher than from selling a meal So many owners make the decision not to have food services The main goal sell rooms marketing challenge bring people to the property to buy rooms This room is perishable so if the room is not sold one night the revenue is lost so the challenge is to know how to sell that room based on consumer expectations and perception of value Once they are there they will judge and determine what he she believes The guest not management determines perceived Quality and Value o o Food service Growing at a dramatic rate Growth is resulting from lifestyle changes more families are eating out instead of home changing demographic profile of families to meet economic needs more adults are working and working longer hours there is inadequate time to prepare meals This is also growing because it caters to many types of consumers specific needs hunger getting together with friends special occasions impressing someone special There is need for different venues so understanding the guests needs and providing the kind of food and service they want is important Ambience Servicescape d cor sound level lighting furniture symphony of dining sounds diner convo laughter the clanking of dishes and silverware Restaurants are incredibly varied in menu options culture atmosphere pricing time needed for mean and more restaurants fine dining casual fast food fast casual Also there are private clubs special events and catering non commercial schools hospitals prisons corporate office buildings o this involves offering food they will eat and that is nutritious and sometimes vegetarian Some of these industries have gone to branding the process of taking a known brand and opening that facility in a business school or hospital This brings name recognition appeal standards of operation for that brand The private club segment is looked over sometimes They are owned and run by its members so there is a small group to focus on to satisfy You know these people because they come in regularly and expect you to know their name and drink preference Fast food or quick service This is the largest segment of the food service industry and is convenient because you can eat in the car at work or at home its quick and easy Brands keep adding to their menus but the eating public still prefers to order hamburgers fried chicken and pizza Special events and catering Includes food service at outdoor concerts golf courses tennis and Olympics The difficult part with this is that the dining tents and kitchens are temporary As a free bonus you get to see major sporting events Bottom line The hospitality industry is about managing the Moments of Truth are positive they become happy memories for the guests Guests tell friends and family about happy memories which in turn creates the desire in others to experience the same and ultimately they become future guests of that business Opportunities are abundant in the Hospitality Industry Ancient and Medieval World Hospitality began in the early days of human civilization when early man came about It followed Chapter 2 the concentration of people into towns the development of road systems and transoceanic travel the growth of interregional trade the adoption of exchangeable currency In river valleys they would form communities which would bring about hospitalities man was starting to travel more frequently and transportation was becoming more available and to go further and then they had to figure out exchange rate The Code of Hammurabi provides evidence of early hospitality it includes regulations for innkeepers and tavern keepers on issues related to pricing and licensing Licensure is rigorous and tough Roman empire built an extensive network of roads throughout the Mediterranean this required the establishment of lodging venues for travelers The silk road is a trade route that connected Europe and Asia Merchants and traders used it to transport goods silk spices and gemstones Therefore caravanserai caravan houses appeared throughout the region The nineteenth Century During the 1800 s hospitality was mainly developed in Europe and America Europe and America began to develop main hospitality ventures This period saw significant growth in technological and economic development The industrial revolution created new wealth among investors and business owners Because the revolution changed so did our industry this created the managerial class to operate their companies and contributed to the widespread emergence of an economic middle class During this time everything was wood burning with little ventilation smoke was heavy fires were common and people had shorter life spans Ultimately these factors lead to a dramatic increase in leisure and business travel technology and economic growth cause people to travel more and spend more emergence of
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