Hospitality 101 - Spirit of Hospitality (Chapter 1)
Hospitality 101 - Spirit of Hospitality (Chapter 1) HTM 101
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This 3 page Class Notes was uploaded by Olivia Orlando on Monday September 7, 2015. The Class Notes belongs to HTM 101 at Grand Valley State University taught by in Fall 2015. Since its upload, it has received 189 views. For similar materials see Intro to hospitality and tourism managment in Hospitality at Grand Valley State University.
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Date Created: 09/07/15
Hospitality 101 Spirit of Hospitality Chapter 1 Hospitality Spirit 0 quotit begins with each and every time we have a guest encounter people with a are happy to do something extra to make guests experience memorable Hospitality spirit is a passion to give pleasure to others works to create positive memories 0 quotWe the people are the people who succeed in the hospitality industry 0 The pineapple has been the internationally recognized as a symbol of hospitality and a sign of friendliness warmth and cheer quotWhat s the secret of being the best quotService service service 0 The interrelated nature of hospitality and tourism means that we would fly here and stay in a hotel and eat in a restaurant Important 0 Shifts 6am to 7am 10am to 7pm 3pm to 1130pm 11pm to 730am Graveyard Shift 0 Strive for 9 guest loyalty 9 profit 0 Services are the guest cannot quottestdrive the service the product is the guests use not possession o of production of the service product and the inherent heterogeneity of the product due to each guests unique demands recovery 0 Ex 1400 available rooms in inventoryavailable to sell but only sell 1200 200 unsold rooms loss S o quot7 Deadly Sins of Service apathy brushoff coldness condescension robotics rule book and runaround AVOD THOSE EVEN ON A BAD DAY instead quotbuy loyalty with service 0 is quothaving someone in the back of the house serving someone in the front of the house who is serving the guest The people behind the scenes are the most important in this case because they are the people who do the most work but are never seen or get the satisfaction of the person delivering the deed to the guest 0 is someone who pays for any service Guests fall under external customers 0 Recognize a situation do not ignore it and act to resolve the problem 0 It costs several times more to attract new guests than to retain existing ones In short keep current guests happy and satisfied to increase profit help me means to quothelp me find fix me means to quotplease fix my toilet Effective leaders MAKE THINGS HAPPEN one way in which leaders involve employees in the process is through Total Quality Management TQM and empowerment Empowerment is a feeling of partnership in which employees feel responsible for their actions and feel proud of the job they acquired Quality Control vs TQM QC is error detection TQM is error prevention According to Disney Corporation noncash recognition is proven to be as powerful if not more powerful in many situations Recruiters look for people who quotwalk their talk meaning they do what they say they re going to do Be On Time Practice good etiquette please and quotthank you s II References Works Cited Walker John R Exploring the Hospitality Industry Upper Saddle River NJ Prentice Hall 201 1 Print
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