Chapter 1

Welcome to the Hospitality

Industry

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

After Reading and Studying This

Chapter, You Should Be Able to:

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

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

The Pineapple Tradition

Symbol of welcome, friendship, and hospitality

Recognized internationally
Foundation for concept of SERVICE

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Hospitality and Tourism

Largest and fastest growing industries
Common dynamics:

Delivery

of services and products

Customer and guest impressions are
critical

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Scope of Hospitality and Tourism

Industry

Travel

Air
Cruise
Rail
Coach
Auto
Ecotourism

Lodging

Hotels
Motels

Walker: Introduction to Hospitality

Management, 2nd edition

Meetings, Conventions,
and Expositions
Restaurants
Managed services
Recreation

Attractions
Gaming
Parks
Recreation

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Figure 1-1
Scope of the Hospitality-Tourism Industry

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Characteristics of the Hospitality

Industry
Product is intangible and perishable
No such thing as business hours
Hospitality operations run on a 24-hour
basis all year round
Characterized by shift work

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Corporate Philosophy

Philosophy:
Shift

toward greater employee empowerment

Strong links to TQM
Service philosophy is a way of life

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Corporate Culture

Culture:
Overall

style and feel of the company

Mission statement:
Central

Walker: Introduction to Hospitality

Management, 2nd edition

purposes, strategies, and values

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Corporate Culture (cont.)

Goal:
Broad

statement geared toward

accomplishment

Strategy/tactics:
Actions

Walker: Introduction to Hospitality

Management, 2nd edition

needed to reach goals

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Seven Deadly Sins of Service

1.
2.
3.
4.
5.
6.
7.

Apathy
Brush-off
Coldness
Condescension
Robotics
Rule book
Runaround

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

For Success in Service We

Need to:
Focus on the guest
Understand the role of the guest-contact
employee
Weave a service culture into education
and training systems
Thrive on change

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

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

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Disney Service Model

Smile
Make Eye contact
Respect and welcome all guests
Value the magic
Initiate guest contact
Creative service solutions
End with a thank you

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.

Trends

Globalization
Safety and security
Diversity
Service
Technology
Legal issues
Changing demographics
Price-value
Sanitation
Security

Walker: Introduction to Hospitality

Management, 2nd edition

2007 Pearson Education, Upper Saddle River,

NJ 07458. All Rights Reserved.