Hotel Operation

Chapter 1: Welcome to the Hospitality Industry

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

Hospitality Industry Leaders
 HOSPITALITY INDUSTRY- gets in your blood
 Other say “ You must be nuts if you want to work in this industry”  Career Path In the Hospitality Industry

 SERVICE SPIRIT
 Which plays a crucial role in the success of our industry
 MARRIOTT’S
The Spirit to Serve: Marriott’s Way
Timeless core
“ Take care of Marriott people and they will take care of guests”--People with service spirit are happy to do something extra to make guest experience memorable..
 Hospitality Spirit Means
 That is our passion to give pleasure to others, or as HR director Charlotte Jordan, calls it “ Creating Memorable experience for others ad being an Ambassador of the world, adding warmth and caring”
 WOWING THE GUEST
 RITZ Carlton
We are ladies and gentlemen taking care of ladies and gentlemen
 IS THERE A ROOM IN THIS DYNAMIC INDUSTRY FOR YOU????? “OF COURSE! OUR BUSINESS IS SERVICE.”
 What is service?
What is the secret being the best?-(asked t the General Manager of Oriental Hotel in Bangkok)
SERVICE, SERVICE,SERVICE

SERVICE
Webster’s New World Dictionary
-the act or means or serving
To serve is to:
“provide goods and services for”&“be of assistance to.” With thousand of guest encounter each day, it is critical for us to give exceptional service at each encounter And that’s a challenge!

The Pineapple Tradition
Symbol of welcome, friendship and hospitality
Recognized internationally
Foundation for concept of “SERVICE”

Hospitality and Tourism

• Largest and fastest growing industries
• Common dynamics
• Delivery of services and products
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