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Introduction to Hospitality Management Week 1, Notes

by: Ashley Burgiss

Introduction to Hospitality Management Week 1, Notes HRTM-110

Marketplace > University of South Carolina > Retail/Hospitality/Tourism Mgt > HRTM-110 > Introduction to Hospitality Management Week 1 Notes
Ashley Burgiss
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About this Document

Includes information on basic hospitality knowledge, hospitality vs. other industries, the hospitality spirit and the Disney model, Seven Deadly (Hospitality) Sins, leadership skills, and ethics
Introduction to Hospitality Management
Dr. Marketa Kubickova
Class Notes
Hospitality Management




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Popular in Retail/Hospitality/Tourism Mgt

This 3 page Class Notes was uploaded by Ashley Burgiss on Saturday October 1, 2016. The Class Notes belongs to HRTM-110 at University of South Carolina taught by Dr. Marketa Kubickova in Fall 2016. Since its upload, it has received 2 views. For similar materials see Introduction to Hospitality Management in Retail/Hospitality/Tourism Mgt at University of South Carolina.


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Date Created: 10/01/16
Hospitality Industry Travel Lodging Assembly and Event Management Restaurants and Managed Services Recreation Why Is the Industry Growing? More disposable income Access of information, increased technology Growth of air travel, more affordable transportation What Makes Hospitality Different? Intangibility Inseparability Production and consumption occur at the same time Variability/Heterogeneity Different ideas of customer service based on experience wanted Perishability Work expires (ex: one hotel room unsold tonight stays unsold until tomorrow) Don’t stay in the same occupational level for more than one/two years “Get It Right, Get Me Right, Wow Me If You Can” Hospitality Spirit Starts with every guest encounter Our passion is in the service element WOW factor Moments of truth Total Quality Management (TQM = error prevention vs. Quality Control (QC) = error  detection Works best when managers are good leaders “Do things right the first time” You are successful when your team can handle the premises without you (as their  supervisor) being there as if you were present Don’t be afraid of delegation Disney Model Begins with a smile (acknowledge the guests) Make eye contact and use body language (it’s the small things) Respect, invest in, and welcome all guests Value the magic Initiate guest contact Create service solutions (always start with a “yes” – ex: “Yes ma’am, I understand…”  even when nothing is possible in order to fix their problem, and never let a guest leave  unhappy) End with a “thank you” Seven Deadly Sins Apathy Brush­off Coldness Condescension Robotic­like behavior Rule­book Runaround How Do You Empower Employees? Managers must…Take risks Delegate Foster a learning environment Share info and encourage self­expression Involve employees in defining their own vision Be thorough and patient with employees Five Steps of Leadership Provide clear expectation and standards Communicate these expectations through demonstration, info, and examples (meetings  on a regular basis) Hold cast members accountable for their feedback Coach through honest and direct feedback, say “thank you” Recognize, reward, and celebrate success Ethics Moral principles and values used to answer question about what is right and what is  wrong Integral part of industry


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