the hospitality industry – concepts, ideas and future

The Hospitality IndustryThe Hospitality Industry

Welcome to You,Welcome to You,

The Future Hospitality Industry The Future Hospitality Industry LeadersLeaders

HospitalityHospitality

From the French word “hospice…From the French word “hospice… ““To provide care/shelter for travelersTo provide care/shelter for travelers

PineapplePineapple

Symbolic of…Symbolic of… WelcomeWelcome FriendshipFriendship HospitalityHospitality

Hospitality is one of the most fascinating, Hospitality is one of the most fascinating, fun and stimulating industries to work forfun and stimulating industries to work for

Comparable to other industries you get Comparable to other industries you get paid well and have excellent advancement paid well and have excellent advancement opportunities (Greece a different story opportunities (Greece a different story presently)presently)

We often hear that it gets into our blood We often hear that it gets into our blood meaning that we become one with the meaning that we become one with the Hospitality Industry.Hospitality Industry.

If I would be asked, I would say that I will If I would be asked, I would say that I will not change this job for anythingnot change this job for anything

Hospitality IndustryHospitality Industry

Career PathCareer Path

From high school to College (TEI) or From high school to College (TEI) or ASTEAN or UniversityASTEAN or University

Upon graduation you become Upon graduation you become management trainee, or supervisor, management trainee, or supervisor, leading to Asst. Department head, leading to Asst. Department head, Department Manager, Division Director or Department Manager, Division Director or Executive Assistant, General Manager, Executive Assistant, General Manager, Senior Company ExecutiveSenior Company Executive

Characteristics of the Hospitality Characteristics of the Hospitality IndustryIndustry

Opens 365 days a yearOpens 365 days a year 24 hours a day24 hours a day Those on their way to senior positions Those on their way to senior positions

work 10 – 12 hours per daywork 10 – 12 hours per day Evenings and weekends are also includedEvenings and weekends are also included So we have to accept the fact that we will So we have to accept the fact that we will

be working while others are enjoyingbe working while others are enjoying

Characteristics of the Hospitality Characteristics of the Hospitality IndustryIndustry

Largest and fastest growing industryLargest and fastest growing industry Emphasis on service, and guest Emphasis on service, and guest

satisfactionsatisfaction Product is intangible and perishableProduct is intangible and perishable No such thing as business hoursNo such thing as business hours Characterized by shift workCharacterized by shift work

Global Issues and Challenges in the Global Issues and Challenges in the Hospitality IndustryHospitality Industry

Global uncertaintyGlobal uncertainty Economy Economy Human resources issues – Labor intensiveHuman resources issues – Labor intensive Branding issuesBranding issues Financial viabilityFinancial viability Technology – Driving force for efficiency improvementTechnology – Driving force for efficiency improvement

Yield managementYield management Customer relationship managementCustomer relationship management

Operating costsOperating costs Supply issuesSupply issues Distribution channel issuesDistribution channel issues Airlines in the 21Airlines in the 21stst century century

Global Issues and Challenges in the Global Issues and Challenges in the Hospitality IndustryHospitality Industry

Safety and securitySafety and security DiversityDiversity Changes in demographicsChanges in demographics Customer issues – Value for moneyCustomer issues – Value for money Sanitation issues – iso endorsementSanitation issues – iso endorsement Sustainability issuesSustainability issues If room is not sold cannot be stored - Perishability issuesIf room is not sold cannot be stored - Perishability issues A room purchase does not give ownership to the A room purchase does not give ownership to the

customercustomer The customer must go to the Hotel in order to make the The customer must go to the Hotel in order to make the

purchase contrary o the purchase of other goodspurchase contrary o the purchase of other goods

We make every effort to make We make every effort to make our customer happy and turn our customer happy and turn

him/her to return thus becoming him/her to return thus becoming from a customer to “Guest”.from a customer to “Guest”.

HOTEL OPERATIONSHOTEL OPERATIONS

W HotelBarcelona

Characteristics of serviceCharacteristics of service

Product is intangibleProduct is intangible Product is highly perishableProduct is highly perishable Product is effervescent Product is effervescent Measurement of guest satisfactionMeasurement of guest satisfaction

Inconsistency…Inconsistency… When education system does not teach When education system does not teach

serviceservice Little priority to training in serviceLittle priority to training in service Over reliance on TechnologyOver reliance on Technology Lack of motivationLack of motivation

Sins of serviceSins of service……

1.1. ApathyApathy

2.2. Brush-offBrush-off

3.3. ColdnessColdness

4.4. CondensationCondensation

5.5. RoboticsRobotics

6.6. Rule bookRule book

7.7. RunaroundRunaround

Success…Success… Focus on the guestFocus on the guest Understand the role of the guest-contact Understand the role of the guest-contact

employeeemployee Weave a service culture into education and Weave a service culture into education and

training systemstraining systems Thrive on changeThrive on change

Examples in a restaurant…Examples in a restaurant…• Guest calls for reservationGuest calls for reservation• Guest tries to find restaurantGuest tries to find restaurant• Guest parkingGuest parking• Guest welcomeGuest welcome• Guest is told table is not readyGuest is told table is not ready• Guest goes to lounge for a cocktailGuest goes to lounge for a cocktail

Service…Service… Ensures consistencyEnsures consistency Participative process that involves all Participative process that involves all

departmentsdepartments Continuous processContinuous process Should be an integral part of the missionShould be an integral part of the mission It’s simply EXCITINGIt’s simply EXCITING

How about your futureHow about your future Do you know where you want to be in 5 years Do you know where you want to be in 5 years

from now?from now? The best advise is to follow your interestThe best advise is to follow your interest Do what you love to do and success will soon Do what you love to do and success will soon

comecome Often we access our character and personality Often we access our character and personality

to determine a suitable path.to determine a suitable path. Whatever you chose to do it should become a Whatever you chose to do it should become a

hobby for you, you will have to believe in hobby for you, you will have to believe in yourself, you should be devoted and I am sure yourself, you should be devoted and I am sure that you will be succeed.that you will be succeed.