Chapter 1..- The Hospitality Spirit.docx

HOSPITALITY

1. Chapter 1: HOSPITALITY
SPIRIT
Carreon, Joe Mari N.
Macro Perspective in Tourism and Hospitality
MACRO
A.Y. 2022 - 2023
Exploring the Hospitality Industry by John R.
Walker and Josielyn T. Walker 1
st
Edition

2. /AUTHOR’S NAME
WELCOME TO YOU, THE FUTURE
HOSPITALITY INDUSTRY
LEADERS!

3. History of Hospitality
•Hospitality is derived from the Latin
word Hospes which means: Guest,
Visitor; or anyone who provides lodging
for guest or
visitor.

4. Defining Hospitality

5. What does Hospitality means?
•Hospitality is the act of kindness in
welcoming and looking after the basic
needs of guests, mainly in relation to
food, drink and accommodation.
•Refers to the relationship between a
guest and a host, wherein the host
receive the guest with goodwill,
including the reception and
entertainment of the guests, visitors or
strangers.

6. Early Hospitality : Ancient History
Classic Greek and Roman Days
People were Hospitable because of their own superstitious fears
that a Stanger was either:
•God
•Representative of evil Spirits
•Perhaps the devil himself

7. TAVERN
S
Early Hospitality

8. Early Hospitality
INNS

9. Early Hospitality
•Hospitality in the 1700
•Birth of formal restaurants
•Restaurant came from the Latin word “ restaurare” which means to
restore.
•Hospitality in 1800
•Birth of civilized and luxury accommodations

10. SIGNS OF HOSPITALITY

11. THE PINEAPPLE TRADITION
THE PINEAPPLE TRADITION
•A SYMBOL :
•WELCOME
•FRIENDSHIP
•HOSPITALITY

12. THE PINEAPPLE TRADITION
THE PINEAPPLE TRADITION
•In the colonial times, Sea
Captains display pineapple
on their doors to signify that
they had a safe trip home.
•“The ship is in Come join us”

13. The Hospitality
Spirit

14. Hospitality Spirit

15. Hospitality Spirit
•Refers to the welcoming of guest to any type of facility
that offers food and shelter.
•The hospitality spirit is a Passion to give pleasure to others.
•People with service spirit are Happy to do something Extra to
make the guest experience memorable.

16. Hospitality Spirit

17. Hospitality Spirit
Marriott Hotel
•an American multinational
diversified hospitality
company that manages and
franchises a broad portfolio
of hotels and related lodging
facilities.
John Willard "Bill" Marriott Jr. (J.W
Marriott Jr.)

18. Hospitality Spirit
•Ever think why Marriott international is so successful?
“The Spirit to serve: Marriott’s way”.
They believed that people are number one.
“Take care of Marriott people and they will take care of the
guest”

19. Hospitality Spirit
John Willard "Bill" Marriott
Jr.
•“I want our associate to
know that there really is a
guy named Marriott, who
cares about them”

20. Hospitality Spirit
Marriott Core Purpose
•To make people who are away from home feel that they
are among friends and are really wanted.

21. Hospitality Spirit

22. Hospitality Spirit
“We are ladies and gentlemen
serving ladies and gentlemen”
Ritz-Carlton Hotel

23. Hospitality Spirit
Ritz-Carlton Hotel
The Three Steps of Service
•A warm and sincere greeting, using the guest’s name
•Anticipation and fulfillment of each guest’s needs
•A fond farewell, giving a warm goodbye, and using the guest’s
name

24. Hospitality Spirit
•My name is Herve Humler
and I am the president of
Ritz-Carlton… and I am a
very important person. But
you are more important
than I am. You are the
heart and soul of this
building.
– Herve Humler, addressing hotel
staff shortly before the grand
opening of Ritz-Carlton’s Hong Kong
property
Herve Humler

25. The Interrelated Nature of Hospitality and Tourism
Hospitality Industry
•Is a group of business
composed of
establishments related to
lodging and food service
management.
Tourism Industry
•Is a group of business that
encompasses
travel/transportation
vendors for air, rail, auto,
cruise, motor coach travel,
andpromotetraveland
vacations.

26. HOTEL MOTEL INN
Hospitality Industry

27. Hospitality Industry
BED AND
BREAKFAST CASINOS RESTAURANTS

28. Hospitality Industry
Catering Companies School Hospitals

29. Tourism Offices
Conventions
Visitor Bureaus
Tourism Industry
Destination Marketing firms

30. SCOPE OF THE HOSPITALITY AND TOURISM INDUSTRY

32. NOW ASK YOURSELF!
•Do you enjoy working with other people?
•Do you enjoy an upbeat atmosphere?
•Do you like to travel?
•Do you value the idea of working in an industry where
opportunities for advancement are plentiful?

33. Characteristics of the Hospitality Industry

34. Product- Service Mix
•In the hospitality industry , customers rarely consume pure
products but a mixture of products and services.

35. Product- Service Mix
•One who dines in a
restaurant will not only pay
for the food and drinks but
the service provided by the
servers.

36. Two-way Communication
•In the hospitality , two-way
communication is one critical
factor which requires the
involvement and
participation of both
customers and service staff
in the service delivery
process.

37. Relationship Building
•The hospitality industry highly depends on repeated customers
for survival.
•Building long term relationship can benefit the organization for
generating stable revenues regardless of the instability of
seasons and at the same time, developing brand reputations
through positive word-of-mouth of the repeated customers.

38. Diversity in Culture
•Staff who work in a hospitality organization always have
interactions with customers from different regions, or to work
and cooperate to other colleagues who may have a different
backgrounds or cultures.

39. Labor Intensive
•The situation in which people rather than technology and
equipment are used to provide products and services for an
organization’s consumers.
•Hospitality industry is service oriented in nature.
•It requires a huge supply of labors to create a memorable
experience for the customers.

40. CHARACTERISTICS OF THE HOSPITALITY INDUSTRY
1.Hospitality businesses are open 365 days a year,
2.24 hours a day.
3.Evening and weekends are included in the work week
4.Largest and fastest growing industry
5.Emphasis in service and guest satisfaction
6.Characterized by shift work

41. CHARACTERISTICS
OF THE
HOSPITALITY
INDUSTRY
Work shift/ schedule
•Morning Shift
•Mid-Shift
•Evening Shift
•Graveyard Shift

42. CHARACTERISTICS
OF THE
HOSPITALITY
INDUSTRY
Work shift/ schedule
Morning Shift
6:00 am – 3:00 pm

43. CHARACTERISTICS OF THE HOSPITALITY INDUSTRY
Work shift/
schedule Mid-Shift
10:00 am – 7:00 pm

44. CHARACTERISTICS OF THE HOSPITALITY INDUSTRY
Work shift/
schedule Evening
Shift
3:00 pm – 11:00 pm

45. CHARACTERISTICS OF THE HOSPITALITY INDUSTRY
Work shift/
schedule Graveyard
Shift 11:00 pm-
7:00 am

46. Product as Service
•A Product is not only a tangible or goods it can also be Service.
•In the hospitality and tourism industry most product our
Service.
.

47. Characteristics of Service
1.Intangibility
•A state of being abstract, as in things that cannot be touch.
•Services cannot be seen, tasted, felt, heard or smell before
the purchase.

48. Characteristics of Service
2.Inseparability
•Can’t be separated from service providers.
Ex. The Tour Captain drives the tour bus and the tourist/ passenger uses
it.

49. Characteristics of Service
3.Variability
•Quality of service depends on who provides them when, where and how.

50. 3 steps in reducing Variability
1.Invest in good hiring and recruiting process
2.Standardized the service performance process throughout the
organization
3.Monitor Customer Satisfaction

51. Characteristics of Service
4.Perishability
•Services cannot be stored for later sale or use like a physical good. If
is not delivered it is considered as a lost.
Ex. If a Hotel has 1,400 rooms that is available to sell, but it sold 1,200
rooms. They already lost 200 room nights in their revenue.

52. The Focus on Service
•“ Hospitality is important because it
determines how the guest feel- and whether or
not the business will accomplish it goals.”
- Heatther Lotts, the Crockpot, Nashville, TN

53. Lesson Review
•What are the different characteristics of the hospitality
industry?
•Differentiate product from service.
•What are the characteristics of service?

54. Seven Deadly Sins In Service
1.Apathy
2.Brush-off
3.Coldness
4.Condescension
5.Robotics
6.Rule Book
7.Runaround

55. Seven Deadly Sins In Service
1.Apathy
•Conveying an attitude that “I
just don’t really care”
•Lack of Passion

56. Seven Deadly Sins In Service
2.Brush-off
•To ignore or behave coldly
•Trying to “pass the buck”
to someone or something
else when problem arise.

57. Seven Deadly Sins In Service
3.Coldness
•This is apathy and the brush-off combined
and at their worst. In this situation, an
employee might fail to acknowledge that
a customer has brought up a legitimate
problem or might address it as if it’s a
nuisance. Front-liners need to stay warm
and focused on one person at a time
•Unfriendliness
•Inconsiderate
•Impatience

58. Seven Deadly Sins In Service
4.Condescension
•When employees use jargon,
acronyms or language that
doesn’t sound like what
customers use, they’re
condescending.

59. Seven Deadly Sins In Service
5.Robotism
•Putting people into the
system and not
individualizing customer
needs.
•Conversation is not
personalized

60. Seven Deadly Sins In Service
6.Rule Book
•Putting organization rules
above customer satisfaction.
•Ex. “Sorry that’s not
out policy”

61. Seven Deadly Sins In Service
7.Runaround
•Not seeking solutions sending customer
elsewhere
•when an employee continually suggest
customers look at a website, fill out
paperwork or make another call.
•Many times, employees need to walk them
through what they need to do. Eventually,
customers will be able to figure it out for
themselves.

62. Perfecting Service
“ If your not serving the
guest, you had be better
serving someone who is”

63. Success in Service
•Focus on the guest
•Understand the role of guest service
•Weave a service culture into education and
training system.
•Emphasize high touch instead of high tech

64. The success or failure of the guest
experience may depend on how single
moment of truth between a hospitality
employee and the guest is handled.

65. Moments of Truth
•an interaction occurs
between a customer and the
service provider that can
leave a lasting positive or
negative impression on a
customer.

66. Service and Total Quality Management
Total Quality Management
•Focuses on error prevention
Quality Control
•Focuses on error detection

67. Professionalism and Etiquette
Etiquette
•How a person behave in a
given setting.

68. Ethics
•Is a set of moral principles and values that people used to
answer a question about right and wrong.

69. Ethical Dilemmas in Hospitality
As catering manager of a large banquet
operations, the flower fort the hotel are booked
through your office. The account is worth $15,000
per month. The florist offers you a 10% kickback .
Despite of having a better financial result., do you
accept the kickback? If so, whom do you share it?

70. Ethical Dilemmas in Hospitality
As a purchasing agent for a major hospitality
organization, you are responsible for purchasing $5
million worth of perishable and non perishable items.
To get your business, a supplier , whose quality and
price are similar to others, offers you a new
automobile. Will you accept it?

71. Key Categories of Questions need to be answered when making decisions
•Is it legal?
•Is it balanced?
•How it will make me feel about myself?

72. Long Quiz Next Meeting 