01 intro&careers
TRANSCRIPT
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Chapter 1Welcome to the Hospitality
Industry
Zoe Santiago Font, MTA, CMP
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Objectives:
• Describe the characteristics of the hospitality industry
• Explain corporate philosophy
• Discuss why service has become such an important facet of the hospitality industry
• Suggest ways to improve service
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What is hospitality?
• Class will divide in groups
• Using Play-doh, Paper and crayons, or blocks each group will come up with an answer for the question
• 5 minutes. When music stops, the professor will raise her hands, and everyone will reconvene
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What is hospitality?
• Class will divide in groups
• Using Play-doh, Paper and crayons, or blocks each group will come up with an answer for the question
• 5 minutes. When music stops, the professor will raise her hands, and everyone will reconvene
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What is hospitality?
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The Pineapple Tradition
• Symbol of welcome, friendship, and hospitality
• Recognized internationally
• Foundation for concept of “SERVICE”
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Hospitality and Tourism
• Largest and fastest growing industries
• Common dynamics:
– Delivery of services and products
– Guest impressions are critical
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Scope of Hospitality and Tourism Industry
1.Travel
2.Lodging
3.Meetings, Conventions, and Expositions
4.Restaurants
5.Managed services
6.Recreation
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The Umbrella
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Good News Are…
• We are in the business of making people happy
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Characteristics of the Hospitality Industry
• Business hours? What is that?
• 24/7 all year round
• Shift work
• Intangible product
• Perishable product
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Corporate Philosophy
• Philosophy:– Focused on employee empowerment
– Guest and employee satisfaction
– Strong links to TQM
– Service philosophy as a way of life
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Corporate Culture
• Culture:– Overall style and feel of the company
• Mission statement:– Central purposes, strategies, and values
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Corporate Culture (cont.)
• Goal:– Broad statement geared toward
accomplishment
• Strategy/tactics:– Actions needed to reach goals
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“Seven Deadly Sins of Service”
1. Apathy
2. Brush-off (ignore)
3. Coldness
4. Arrogance/Condensation
5. Robotics
6. Rule book
7. Runaround
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For Success in Service We Need to:
• Focus on the guest
• Understand guest-employee contact
• Education and training to create service culture
• Blossom/thrive on change
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Moments of Truth
• Examples in a restaurant:– Guest calls for reservation– Guest tries to find restaurant– Guest parking– Guest welcome– Guest is told table is not ready– Guest goes to lounge for a cocktail
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Disney Service Model
• Smile• Eye contact• Respect and welcome all guests• Value the magic• Initiate guest contact• Creative service solutions• End with a “thank you”
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Build a Successful CareerStep 1: Market Yourself
• Attitude
• Academic Record
• Leadership Roles
• Group Projects
• Interview
• Resume
• Cover Letter
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Build a Successful Career
Step 2: Get Experience
Internships | Work Experience | Volunteering
“A graduate
with no
experience
does not
bring value”
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Internships“ as g o o d as yo u want them to be ”
• Paid– HACU (www.hnip.net)– Disney– Broadmore
– Baltimore Marriot
– Leading
– The Breakers– Hilton– Fulbright
• Build your own
• Non-Paid– Rotate– Discover– Connect with people
“Take ownership of your experience, and learn how to dance in the rain”
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Study Abroad “ yo ur passpo rt to the wo rld”
• Chile• Peru• Johnson & Wales• Finland• Switzerland• Semester at Sea
(www.sas.org)• Europe Trip• Leading Hotels of the World
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Build a Successful CareerStep 3: Build a Network
• Study Abroad Programs
• Study Trips
• Relate to professors
• Relate to classmates
• Volunteer at industry
events“You will be as good as the people you know”
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STEP 5: Passion & Commitment
Keys to SUCCESS
Stephen Covey: 7 Habits of highly effective people
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Let’s write a story
1. Corporate culture
2. Empowerment
3. Goal
4. Guest satisfaction
5. Hospitality
6. Intangible
9. Mission
10.Shift-work
9. Graveyard shift
10.Strategy
11.Perishability
12. Internship
13. Interview
14.Extracurricular Activities
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