Hospitality Spirit

(CHAPTER 1)

Hospitality industry is a fascinating, fun and stimulating one in

which to enjoy a career, plus you get compensated quite well
and have excellent advancement opportunity.

Welcome to you the Future Hospitality

Industry Leaders!

Department Division General Senior Executive

Manager Manager Manager

Graduate school
Department Asst.

Manager

Supervisor

Management
Training

Program

University Supervisor
Bachelor

College Associates Hourly Paid Entry

Level

High school

Fig 1-1: A likely Career Path in the Hospitality Industry

 The Interrelated Nature of Hospitality and
Tourism
TThe Hospitality and Tourism industries are the largest and fastest
growing industries in the world. One of the most exciting aspects of this
industry is that it is made up of many different positions.

Assembly

And Event
Management

Restaurant and
Lodging
Managed
Services

Travel and
Recreation
Tourism

Fig 1-2: The Scope of Hospitality and Tourism

 Fig 1-3: The Interrelated Nature of Hospitality and
Tourism

Characteristics of the Hospitality Industry

Hospitality business are open 365 days a year and 24 hours a

day.
The Hospitality industry depends heavily on shift work.
In the Hospitality Industry, we constantly strive for outstanding
guest satisfaction, which leads to guest loyalty and yes profit.
 Hospitality Industry Philosophy

Current hospitality industry philosophy has changed from one

of managers planning, organizing, implementing, and
measuring to that of managers, counseling associates, giving
them resources, and helping them to think for themselves. The
outcome is a more participative management style, which
results in associate empowerment, increased productivity, and
guest and employee satisfaction.
Corporate philosophy, embraces the values of the organization,
including ethics, morals, fairness, and equality.

Success in Service

A guest is anyone who receives or benefits from the output of

someones work. The external guest is the most people think of
in the traditional sense. The satisfaction of external guests
ultimately measures a companys success., because they are the
people who are willing to pay for its services. The internal
guests are the people inside a company who receives or benefit
from the output of work done by others in the company.
 For the success in service, we need the following:

Focus on the guest.

Understand the role of the guest-contact employee.
Weave a service culture into education and training systems.
Emphasize high-touch instead of just high-tech.
Thrive on change.
As hospitality professionals, we need to recognize a variety of
guest-related situations and act to relieve them or avoid them.

The Focus on Service

Giving good service is a very difficult task; few businesses give

enough priority to training associates in how to provide service.

7 Deadly Sins of Service

Apathy
Brush-off
Coldness
Condescension
Robotics
Rule book
Runaround

Service and Total Quality Management

The increasingly open and fiercely competitive marketplace is
exerting enormous pressure on service industries to dealers to
deliver superior service.
TQM is a continuous process that works best when managers are
also good leaders. A successful company will employ
leader-managers who create a stimulating work environment in
which guests and employees become integral parts of the
mission by participating in goal and objective setting.

3 Steps of Service
A warm and sincere greeting; use the guest name, if and when
possible.
Anticipation and compliance with the guests needs.
Fond farewell; give them a warm good-bye and use their names
when possible.

Disney Service Model

It begins with smile the universal language of hospitality and
service. Guests recognize and appreciate the cast members
warmth and sincerity.
Respect and welcome all guests being friendly, helpful, and going
out the way to exceed guests expectations.
Initiate guest contact cast members are reminded to initiate guest
contact actively.
End with a thank you the phrases cast members use are
important in creating a service environment . They do not have
a book of accepted phrases; rather, through training and
coaching,.