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The Hospitality Industry
        Welcome to You,
  The Future Hospitality Industry
            Leaders
Hospitality


 From the French word “hospice…
     “To provide care/shelter for travelers
Pineapple
 Symbolic of…
     Welcome
     Friendship
     Hospitality
 Hospitality is one of the most fascinating,
  fun and stimulating industries to work for
 Comparable to other industries you get
  paid well and have excellent advancement
  opportunities (Greece a different story
  presently)
 We often hear that it gets into our blood
  meaning that we become one with the
  Hospitality Industry.
 If I would be asked, I would say that I will
  not change this job for anything
Hospitality Industry
Career Path
 From high school to College (TEI) or
  ASTEAN or University
 Upon graduation you become
  management trainee, or supervisor,
  leading to Asst. Department head,
  Department Manager, Division Director or
  Executive Assistant, General Manager,
  Senior Company Executive
Characteristics of the Hospitality
              Industry
 Opens 365 days a year
 24 hours a day
 Those on their way to senior positions
  work 10 – 12 hours per day
 Evenings and weekends are also included
 So we have to accept the fact that we will
  be working while others are enjoying
Characteristics of the Hospitality
            Industry
   Largest and fastest growing industry
   Emphasis on service, and guest
    satisfaction
   Product is intangible and perishable
   No such thing as business hours
   Characterized by shift work
Global Issues and Challenges in the
              Hospitality Industry
   Global uncertainty
   Economy
   Human resources issues – Labor intensive
   Branding issues
   Financial viability
   Technology – Driving force for efficiency improvement
       Yield management
       Customer relationship management
   Operating costs
   Supply issues
   Distribution channel issues
   Airlines in the 21st century
Global Issues and Challenges in the
             Hospitality Industry

   Safety and security
   Diversity
   Changes in demographics
   Customer issues – Value for money
   Sanitation issues – iso endorsement
   Sustainability issues
   If room is not sold cannot be stored - Perishability issues
   A room purchase does not give ownership to the
    customer
   The customer must go to the Hotel in order to make the
    purchase contrary o the purchase of other goods
We make every effort to make
 our customer happy and turn
him/her to return thus becoming
  from a customer to “Guest”.
HOTEL OPERATIONS
W Hotel
Barcelona
Characteristics of service
   Product is intangible
   Product is highly perishable
   Product is effervescent
   Measurement of guest satisfaction
 Inconsistency…
     When education system does not teach
      service
     Little priority to training in service
     Over reliance on Technology
     Lack of motivation
 Sins of service…

  e   Apathy         1.   Robotics
  e   Brush-off      2.   Rule book
  e   Coldness       3.   Runaround
  e   Condensation
 Success…
    Focus on the guest
    Understand the role of the guest-contact
     employee
    Weave a service culture into education and
     training systems
    Thrive on change
   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
 Service…
     Ensures consistency
     Participative process that involves all
      departments
     Continuous process
     Should be an integral part of the mission
     It’s simply EXCITING
How about your future
   Do you know where you want to be in 5 years
    from now?
   The best advise is to follow your interest
   Do what you love to do and success will soon
    come
   Often we access our character and personality
    to determine a suitable path.
   Whatever you chose to do it should become a
    hobby for you, you will have to believe in
    yourself, you should be devoted and I am sure
    that you will be succeed.

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The hospitality industry – concepts, ideas and future

  • 1. The Hospitality Industry Welcome to You, The Future Hospitality Industry Leaders
  • 2. Hospitality  From the French word “hospice…  “To provide care/shelter for travelers
  • 3. Pineapple  Symbolic of…  Welcome  Friendship  Hospitality
  • 4.  Hospitality is one of the most fascinating, fun and stimulating industries to work for  Comparable to other industries you get paid well and have excellent advancement opportunities (Greece a different story presently)  We often hear that it gets into our blood meaning that we become one with the Hospitality Industry.  If I would be asked, I would say that I will not change this job for anything
  • 6.
  • 7. Career Path  From high school to College (TEI) or ASTEAN or University  Upon graduation you become management trainee, or supervisor, leading to Asst. Department head, Department Manager, Division Director or Executive Assistant, General Manager, Senior Company Executive
  • 8. Characteristics of the Hospitality Industry  Opens 365 days a year  24 hours a day  Those on their way to senior positions work 10 – 12 hours per day  Evenings and weekends are also included  So we have to accept the fact that we will be working while others are enjoying
  • 9. Characteristics of the Hospitality Industry  Largest and fastest growing industry  Emphasis on service, and guest satisfaction  Product is intangible and perishable  No such thing as business hours  Characterized by shift work
  • 10. Global Issues and Challenges in the Hospitality Industry  Global uncertainty  Economy  Human resources issues – Labor intensive  Branding issues  Financial viability  Technology – Driving force for efficiency improvement  Yield management  Customer relationship management  Operating costs  Supply issues  Distribution channel issues  Airlines in the 21st century
  • 11. Global Issues and Challenges in the Hospitality Industry  Safety and security  Diversity  Changes in demographics  Customer issues – Value for money  Sanitation issues – iso endorsement  Sustainability issues  If room is not sold cannot be stored - Perishability issues  A room purchase does not give ownership to the customer  The customer must go to the Hotel in order to make the purchase contrary o the purchase of other goods
  • 12. We make every effort to make our customer happy and turn him/her to return thus becoming from a customer to “Guest”.
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  • 110. Characteristics of service  Product is intangible  Product is highly perishable  Product is effervescent  Measurement of guest satisfaction
  • 111.  Inconsistency…  When education system does not teach service  Little priority to training in service  Over reliance on Technology  Lack of motivation
  • 112.  Sins of service… e Apathy 1. Robotics e Brush-off 2. Rule book e Coldness 3. Runaround e Condensation
  • 113.  Success…  Focus on the guest  Understand the role of the guest-contact employee  Weave a service culture into education and training systems  Thrive on change
  • 114. 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
  • 115.  Service…  Ensures consistency  Participative process that involves all departments  Continuous process  Should be an integral part of the mission  It’s simply EXCITING
  • 116. How about your future  Do you know where you want to be in 5 years from now?  The best advise is to follow your interest  Do what you love to do and success will soon come  Often we access our character and personality to determine a suitable path.  Whatever you chose to do it should become a hobby for you, you will have to believe in yourself, you should be devoted and I am sure that you will be succeed.