Exploring the Hospitality Industry
Exploring the hospitality industry
CHAPTER 1 Characteristics of the hospitality industry - Hospitality businesses are open 365 days a year, 24 hours a day - Constant strive for outstanding guest satisfaction - leads to guest loyalty - leads to more profit - Services are mostly intangible - the product is for the guest’s use - not possession - only - Inseparability: - characteristic of services that makes them inseparable (1) from their means of production, and (2) from the customer's experience of them. Inseparability requires that a consumer of a service interacts (sometimes physically) with its producer to receive its benefits - Perishability: - one of the four fundamental characteristics of a service, it refers to the fact that (in general) services cannot be produced and stockpiled (inventoried) before consumption: they exist only at the time of their production The hospitality business is selling an intangible and perishable product Perfecting service - Service is ‘the act or means of serving’, to serve is to ‘provide goods and services for’ and ‘be of assistance of’ - Guest expectations have increased and the realisation that ‘we buy loyalty with service’ have caused the hospitality industry to be re-vamped - The essence of teamwork: - ‘if you are not serving the guest, you had better be serving someone who is’ - someone in the back of the house is serving someone in the front of the house, who is serving the guest (employees are sometimes called internal guests; one employee serves another employee who serves the guest) - helps to achieve the common goal: guest satisfaction - External guests - the people who are willing to pay for a company’s service - their satisfaction ultimately measures a company’s success - Internal guests - The people inside a company who receive or benefit from the output of work done by others in the same company - Steps for success in service 1. focus on the guest 2. understand the role of guest service 3. weave a service culture into
CHAPTER 1 Characteristics of the hospitality industry - Hospitality businesses are open 365 days a year, 24 hours a day - Constant strive for outstanding guest satisfaction - leads to guest loyalty - leads to more profit - Services are mostly intangible - the product is for the guest’s use - not possession - only - Inseparability: - characteristic of services that makes them inseparable (1) from their means of production, and (2) from the customer's experience of them. Inseparability requires that a consumer of a service interacts (sometimes physically) with its producer to receive its benefits - Perishability: - one of the four fundamental characteristics of a service, it refers to the fact that (in general) services cannot be produced and stockpiled (inventoried) before consumption: they exist only at the time of their production The hospitality business is selling an intangible and perishable product Perfecting service - Service is ‘the act or means of serving’, to serve is to ‘provide goods and services for’ and ‘be of assistance of’ - Guest expectations have increased and the realisation that ‘we buy loyalty with service’ have caused the hospitality industry to be re-vamped - The essence of teamwork: - ‘if you are not serving the guest, you had better be serving someone who is’ - someone in the back of the house is serving someone in the front of the house, who is serving the guest (employees are sometimes called internal guests; one employee serves another employee who serves the guest) - helps to achieve the common goal: guest satisfaction - External guests - the people who are willing to pay for a company’s service - their satisfaction ultimately measures a company’s success - Internal guests - The people inside a company who receive or benefit from the output of work done by others in the same company - Steps for success in service 1. focus on the guest 2. understand the role of guest service 3. weave a service culture into