HBM 131 1nd EditionExam # 3 Study Guide Lectures: 1-31Lecture 1 (January 15)Hospitality: any organization that provides food, shelter and other services to people away from homeService is providing for the needs of a customer; Hospitality is providing the entertainment and the feelingThe Umbrella of Tourism: lodging, foodservice, transportation, and attractions Primary Sectors: Meetings and conventions, managed park environments, resorts, seniorliving, managed services, consulting servicesThe Managers Role: critical in creating the environment: make guest feel welcome, making things work for the guest, maintaining a profitable operation Outlook for Hospitality: very positive, but several trends and factors are affecting the industry- (Effects of 9/11 and other recent events resulted in)- travel restrictions, safety and security issues, cost of operations, government regulations, destinations effected Lecture 2 (January 17)Accelerating Competition and Types of Tourism: Culinary, Adventure, Medical Tourism, etc. Service is key to making the business successful-Concept of Competitive advantage: having the advantage of best customer service over competitors that is not easily duplicatedService is more and more what brings customers back (or prevents them from returning); Companies that provide excellent service inevitably lead their segments; Value ConsciousnessGood value: expectations are exceeded: having a better experience than what you expectedTechnology -Hospitality industry has been slow in terms of adapting to new technologies but the industry has made some inroads; New technologies are being introduced every year (online ordering); Urbanspoon, Yelp, Four Square, etc.Empowerment is the act of providing additional levels of responsibility to both employees and managers- result of cost cutting efforts but also as a result of trying to improve customer satisfaction- new “breed” of employees as well as improved technology and communication. Diversity- Hospitality organizations are becoming more diverse in response to changes in society as well as demographic shifts and becoming more aware of the importance of a diverse organizationConcern with Security -resulted in destinations, organizations and society in general attempting to provide a greater level of safety for travelers: airline marshals, hotel security forces, cameras, and increased education Concern with Sanitation: Increases in food-borne illness has resulted in a raised concern on the part of consumersSustainability: Going “green” is not new, but it reflects industry-wide focus on corporate responsibility; hotels-encourage guests to reuse towels and many have embraced low-cost changes such as lighting; Guests prefer to support businesses that are concerned about the industry. Globalization: one of the greatest factors affecting the industry as it impacts every facet of operations including: Competition, Work force, Travel patterns, Company alliances, etc.Lecture 3 (January 22)Defining Service- Webster’s definition- Work done for somebody else as a job, duty, punishment, or favor; Helpful action: an action done to help somebody or as a favor to somebody; Work for customers: work done for the customers of a store, restaurant, hotel, or similar establishment, often with regard to whether it pleases them or notCompanies are known for service- Nordstrom’s (return policy); Les Schwab (we come running); Ritz Carlton ($$$ budget for service recoveries)Service: meeting and exceeding guest expectations, serving the needs of othersCustomer is mostly right; servers should give in when customer can pass on a negative view on the company Fire a guest when they disrespect your employees or are continuously taking advantage of the companyConsider complaints to be valuable feedback on how you're doing and how you can improve.Lecture 1 from Online Book: Tourism OverviewThe tourism industry impacts- Economic – Multiplier Effect – This measure gauges how much money comes into the economy fromvisitors and then how that money is disbursed through the local economy. Leakage – A percentage of the new money brought into a local economy through tourism may eventually leave the area for a variety of reasons, (i.e., company headquaters) Cultural – Preservation – tourists visit areas to experience native traditions and customs. When demand for such tourist activity exists, there is pressure on the locals to maintain the attractions,heritage, and other cultural aspects to keep the visitors coming. Change – While tourism can help preserve an area’s culture, it can also speed up its process of change. Travelers from developed countries, while wanting to see culture and tradition, want the comforts of home—running water, modern transportation, etc. • Social –(negatives) can increase crime rates, resentment among locals, norms of local area challenged. (Positives) help raise awareness to the plight of those less fortunate, efforts to improve water quality, the building of schools, adoption of fair trade practices, and the treatment of health issues/diseases ◦ Environmental – The preservation of pristine, natural areas through government/private sector support and use regulation, the deterioration of areas due to increased traffic and carelessnessTourism Promoters:-Convention and Visitors Bureaus (CVBs) -Governments-Tour Operators/AgenciesTour operators – generally provide ground transportationTravel agents – an intermediary who works between the provider and the clientTour wholesalers – organize, promote, and conduct toursThird-party providers – distribution channels for travel and tourism products (Expedia, Priceline, Travelocity)Industry Issues and Trends: aging of baby boomers, increased social responsibility awareness, the greening of the industry, increased longevity, global economic struggles, greater disposable income, two-income families, smaller families, pets instead of children, shift is spending habits, live-for-today attitude, emerging tourism segmentsLecture 2 from online Book: Service Culture and Competitive AdvantageService is another component of the product or products that it sells; meant to be effective and efficient and to get people their food the way they want it and in a timely manner.Empowerment is when you allow employees to operate autonomously; front line employees areable to make decisions and resolve issues or be proactive so that issues do not arise. Company's values