Walker Chapter 01

Introduction to Hospitality, 6e
and
Introduction to Hospitality Management, 4e

John R. Walker
Introducing Hospitality
Chapter 1
Hospitality through the ages

The word hospitality comes from the French term hospice, meaning to provide care/shelter for travelers.
Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker
2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 All Rights Reserved
Ancient Times
The Summarians, after becoming successful farmers, began other activities such as
Writing Inventing money Creating pottery Making tools Producing beer
Taverns provided a place for locals to relax and enjoy each others company Taverns and Inns began springing up all over Europe, China, Egypt and India
Greece and Rome

The Code of Hammurabi (1700 B.C.E.) was one of the first written documents imposing penalties for plotting crimes in Taverns. The Code also imposed the death penalty for watering down the beer!
The Romans built Inns about 25 miles apart on all the main roads throughout the country.
The first business lunch was the idea of a Roman tavern owner in 40 B.C.E.
Medieval Times
Charlemagne established rest houses for pilgrims in the 8th century The stagecoach was popular in England with Inns and taverns located on the trail called post houses. In the late 16th century eating places called an ordinary were taverns serving a fixed-price meal.
Coffee Houses
Coffee houses began to spring up all over Europe during the 17th century
The most famous was Caf Florian on the Piazza San Marco which still operate today
Coffee houses were the social and literary centers of their day
The New World

Ordinarys were common in the New World during the 1600s
Coles Ordinary, 1663 Hudsons House, 1640 The Stadt House, 1642
Frauncis Tavern, where George Washington maintained his Revolutionary headquarters is still operating today. John Adams, the 2nd President of the United States owned a tavern from 1783 to 1789
The French Revolution

The French Revolution changed the course of Culinary history as nearly all French chefs worked for the nobility. As the nobility lost their titles and their property, the chefs lost their jobs. Many immigrated to the New World and found themselves in New Orleans, a French enclave. There, they introduced sauces and other flavorful dishes that supplanted the primitive cooking originating with the British.
The Nineteenth Century

One of the first great cook books was Antoine Carme 's La Cuisine Classique detailing numerous dishes and their sauces. This was the beginning of the a la carte menu Auguste Escoffier published the classic recipe book Le Guide Culinaire and installed the brigade system in the kitchen Thirty five restaurants in New York City have celebrated their 100th anniversary
The Twentieth Century

There was a rapid development of hotels, motels, fast food, and coffee shops after World War II. The 1980s saw hospitality, travel, and tourism expand as baby boomers influenced the industry through their buying power. After 9/11 the economic recovery proved very strong as hospitality businesses expanded in North America and abroad.
Welcome to You, the Future Hospitality Industry leaders

Hospitality industry is an exciting place to be:
Its fascinating Its fun It offers competitive pay It offers advancement opportunities
Career Paths Figure 1-1
Welcome to You, the Future Hospitality Industry leaders

Works to create memories
Everyday guests rely on us for service

Passion is in the service element
People with a service spirit are happy to do something extra to make the guests experience memorable The WOW factor!
The Pineapple Tradition

The pineapple has enjoyed a rich and romantic heritage as a symbol of welcome, friendship, and hospitality Pineapples were brought back from the West Indies by early European explorers during the seventeenth century From that time on the pineapple became the favored fruit of royalty and the elite Today, it is globally recognized as a symbol of hospitality
The Interrelated Nature of Hospitality and Tourism

The hospitality and tourism industry is the largest and fastest-growing industry in the world Under the umbrella of travel and tourism, countless professions are necessary to meet the needs and wants of people away from home All of these scopes have an effect on each other

Hospitality employees have the ability to affect the human experience by creating powerful impressionseven brief moments of truth that may last a lifetime
A moment of truth is an expression used to describe a guest and an associate meetingas when a guest walks into a restaurant

In managed services, foodservices are provided for airlines, military facilities, schools, health care operations, business and industry
These foodservice operations have the dual challenge of meeting the needs and wants of both the guests and the client (i.e., the institution itself)

The hotel business provides career opportunities to associates who help make reservations, greet, assist, and serve guests The restaurant business fulfills guests diverse needs and wants
Eating is a biological need that restaurants accommodate Restaurants also fulfill other human desires (i.e., the need for socialization and to be entertained)
Characteristics of the Hospitality Industry

Our services are mostly intangiblethe guest cannot test-drive a nights stay or taste the steak before dining
The products are for use, not possession
There is inseparability of production and consumption of the service product, due to each guests unique demands There is also the perishability of our product
For example, we have 1,400 rooms in inventory, but we sell only 1,200 rooms. What do we do with the 200 unsold rooms? Nothingwe lose 200 room nights and the revenue.
Characteristics of the Hospitality Industry

The hospitality industry is open 365 days 24 hours a day.
The industry relies heavily on shift work and sometimes hours extend beyond the normal work day There are four basic shifts:
7:00AM to 3:00PM 10:00AM to 6:00PM 3:00PM to 11:00PM 11:00PM to 7:00AM
Hospitality Industry Philosophy

Changed from one manager planning, organizing, implementing, and measuring to managers counseling associates, giving them resources, and helping them think for themselves
A participative management style which results in associate empowerment, increased productivity, and guest and employee satisfaction
Hospitality Industry Philosophy

Corporate philosophy embraces the values of the organizationincluding ethics, morals, fairness, and equality Shifts emphasis from the production aspect of business to the focus on guest-related services
Sustainable Hospitality
The concept of sustainability involves development that meets the needs of the present without compromising the ability of future generations to meet their own needs. Sustainability is the ability to achieve continuing economic prosperity while protecting the natural resources of the planet and providing a high quality of life for its people and future generations.
Success in Service
Approximately 70% of the American and Canadian economies are engaged in service industries It is critical to offer guests exceptional service and to understand the role of guest services
This is the age of service

We buy loyalty with service
Success in Service
A guest is someone who receives or benefits from the output of someones work
External customer satisfaction ultimately measures a companys success, since they are the people who are willing to pay for a companys services
Internal customers are the people inside any company who receive or benefit from the output of work done by others in the company
Success in Service
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. Emphasize high-touch instead of just high-tech. Thrive on change.
Moments of Truth
These are guest encounters Every hospitality organization has thousands of moments of truth every day Some of them include:
A guest calls the restaurant for a table reservation A guest tries to attract the bartenders attention for a cocktail because there are no seats available A server takes an order A server brings the check A guest departs the restaurant
The Focus on Service

We suffer from an overreliance on technology Effective leaders make things happen because they have developed the knowledge, skills, and attitude to get the most out of their staff. Leadership involves managing change Our guests are constantly changing
Service and Total Quality Management

Total quality management (TQM) is a continuous process that works best when managers are also good leaders TQM is a participatory process that empowers all levels of employees to work in groups to establish guest service expectations and determine the best way to meet or exceed those expectations The difference between TQM and quality control (QC) is that QC focuses on error detection, whereas TQM focuses on error prevention
The Disney Approach to Guest Service

The Disney mission statement is simple: We create happiness.
The key elements of Disneyland guest services include:

Hiring, developing, and retaining the right people Understanding their product and the meaning of the brand Communicating the traditions and standards of service to all cast members Training leaders to be service coaches Measuring guest satisfaction Recognizing and rewarding performance
Disney Service Model

It begins with a smile Make eye contact and use body language Respect and welcome all guests Value the magic
Initiate guest contact

Creative service solutions
Disneys 5 Steps of Leadership

1. Provide clear expectations and standards 2. Communicate these expectations through demonstration, information, and examples 3. Hold cast members accountable for their feedback 4. Coach through honest and direct feedback 5. Recognize, reward, and celebrate success
Careers
A career path does not always go in a straight line
Progression means that we advance from one position to another

The path to General Manager in a hotel may go through a combination of positions because it is better to have experience in several areas (cross training)
Career Goals
A good way to gain experience in many areas is an internship and work experience
Exploring different areas of the hotel will help you better decide what career path to take
Is the Hospitality Industry for You?

The hospitality industry is a service industry; we take pride in caring about others
Recruiters look for service oriented people who walk the talk
Good work experience Involvement in on-campus activities Positive attitude Good GPA
Self-Assessment and Personal Philosophy

The purpose of a self-assessment is to measure our current strengths and weaknesses and determine what we need to improve in order to reach our goals
Self-assessment helps establish where we are now and shows links to where we want to go
Make a list of areas to make improvements
Now is the Time to Get Involved

Very important to be involved in on-campus activities
Professional hospitality and tourism organizations

Participate in organizational events Participating shows your commitment to the industry
Professional Organizations
CHRIE the global advocate of hospitality and tourism education
NRA National Restaurant Association

AH&LA American Hotel & Lodging Assn. ISES International Special Events Society PCMA Professional Convention Management Assn.
NSMH National Society of Minorities in Hospitality

Trends
Globalization Safety and security
Diversity
Service Technology
Legal issues
Changing demographics Price value Social Media Sanitation
The End

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Introduction to Hospitality, 6e

Introduction to Hospitality Management, 4e

Hospitality through the ages

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Greece and Rome

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

The New World

The French Revolution

The Nineteenth Century

The Twentieth Century

Welcome to You, the Future Hospitality Industry leaders

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Career Paths Figure 1-1

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Welcome to You, the Future Hospitality Industry leaders

Everyday guests rely on us for service

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

The Pineapple Tradition

The Interrelated Nature of Hospitality and Tourism

The Interrelated Nature of Hospitality and Tourism

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

The Interrelated Nature of Hospitality and Tourism

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

The Interrelated Nature of Hospitality and Tourism

Characteristics of the Hospitality Industry

Characteristics of the Hospitality Industry

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Hospitality Industry Philosophy

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Hospitality Industry Philosophy

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

This is the age of service

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

The Focus on Service

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Service and Total Quality Management

The Disney Approach to Guest Service

The key elements of Disneyland guest services include:

Disney Service Model

Initiate guest contact

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Disneys 5 Steps of Leadership

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Progression means that we advance from one position to another

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Is the Hospitality Industry for You?

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Self-Assessment and Personal Philosophy

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

Now is the Time to Get Involved

Professional hospitality and tourism organizations

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

NRA National Restaurant Association

NSMH National Society of Minorities in Hospitality

Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker

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