09 11 2012 HFT 1000 Exam 1 Chapters 1 5 Chapter 1 The hospitality product is intangible Moment of truth o Once a guest meets and interacts with the employee o Any time the guest comes in contact with anything that represents the operation Encompasses those service organizations that offer The Service Hospitality Connection o Food o Drink o Lodging o Entertainment o The Economy Agriculture survival Manufacturing Service Focuses on growing the food that is necessary for Helps build products that make life easier We can evaluate these products with our 5 senses Hospitality o Lodging Most dominant contributor No tangible object the product is service and the quality of that product rests in the mind of the guest Skills necessary to survive in this are interpersonal and intellectual For agriculture and manufacturing they are physical and mental All have sleeping rooms The amenities quality of service though will vary The profitability of a sold guest room is higher than selling a meal Many owners do not have food services because of this reason but some will lease the food service facility There are over 50 000 lodging operations in the US The industry is very broad and varied The basic strategy is to sell rooms The challenge is to market those people into the rooms and to sell them the kind of room they desire at a price that represents the value to the guest Like quality the guest determines value A guest room is a perishable product o Food Service Growing at a dramatic rate Consumers are changing their eating habits More people are consuming meals away from their homes The increase in second income families inadequate time to prepare meals is a huge factor Quick service cater to our on the go lifestyle Family restaurants attempt to keep kids occupied At the upper end are those that serve great food exceptional service Ambiance or servicescape Ambiance is made up of the d cor sound level lighting furniture and the symphony of dining sounds Creative themes and d cor can enhance the eating The diversity of the restaurant segment is immense Food service industry is made up of more than just experience restaurants Noncommercial food service industry feeds students corporate employees and patients Many institutional facilities have gone to branding Taking a known brand Einstein s and opening that brand in a hospital or school Brings to the operation the name recognition appeal and standards of operation for that brand Private club segment Often overlooked Owned and run by its members The focus is on satisfying the needs of a small group of people The people are regulars and they expect that you will know their names preferences These places can provide an exciting and interesting place to work Quick Service segment Largest segment of the industry Continually trying to reinvent themselves Special events Catering Special events include food service at Concerts tournaments Olympics etc These events are intense and more difficult to operate due to the dining tents and kitchens being temporary Chapter 2 The Ancient and Medieval World o Hospitality industry begins in the early days of human civilizations o Stela Followed the concentration of population into towns development of the road system transoceanic travel growth of interregional trade and the adoption of the exchangeable currency Evidence of early hospitality Stone marker Displayed in the Louvre museum in Paris Code of Hammurabi Includes regulations for innkeepers and tavern keepers on issues related to pricing licensing o Classical Period Roman Empire had a burgeoning hospitality sector Built extensive network of roads required lodging venues for travelers Hospitia guest places o Silk Road Encompassed a variety of ancient routes between Europe and points in Asia Merchants traders used this system to transport goods silk spices gemstones 19th Century Caravanserai caravan houses o Japan A system of rest houses was first established during the Nara period 750 ad Evolved into inns during later medieval period o Modern business of hospitality developed predominately in Europe among American during this time o Characterized by significant acceleration in the pace of technological economic development o Industrial revolution created new wealth among investors and business owners new managerial class to operate the huge companies created middle class dramatic increase in leisure business travel o A new style of hotel appeared Luxurious amenities Opulent d cor These palace hotels were built to accommodate wealthy industrialists nobles o Grand Tour Route from Britain to Italy Eventually became associated with visits by Americans to European destinations o Famous city hotels Hotel des Bergues in Geneva Grand Hotel de Louvre in Paris Hotel Imperial in Vienna o This era included the 1st resort hotels Hotel Minerva in Baden Baden Hotel Victoria Jungfrau in Interlaken Hotel de Paris in Monte Carlo o Savoy Hotel In London Most famous hotel Still operates today First to Be powered entirely by electricity To offer private en suite bathrooms Owner hired Cesar Ritz Auguste Escoffier Most famous hospitality professionals in history Ritz built his own hotel empire Ritz Carlton o Tremont House in Boston US First lodging property recognized as a modern hotel in o Palace hotels also appeared in the US during the second half of the 19th century Waldorf Astoria Hotel in NY Modern Era o Vast majority of modern hotels are based on concepts introduced perfected more recently in the US Ellsworth Statler century Most famous American hotelier of 1st half of 20th Statler Hotels Featured comfortable accommodations full range of services previously offered only in luxury hotels Moderately priced Targeted middle class Among the first to offer bathrooms in every guest room free morning newspapers Others followed in his footsteps Conrad Hilton o Bought 1st hotel in 1919 o Built a national chain company w multiple locations o Hilton Hotels eventually acquired the Statler chain in 1954 largest hotel operator in the world Sheraton Hotels Started by Ernest Henderson near Boston in 1937 First hotel company to be listed on the NYSE J Willard Marriott Started as a restaurant entrepreneur Marriot Hotels bought Ritz Carlton Hotels in 1995 Kemmons Wilson Envisioned a chain of inexpensive roadside hotels Founded Holiday Inn in 1952 Within 2 years it was the largest hotel chain in the US Recent Developments o Ownership of individual properties has shifted away from hotel companies
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