Bellringer:
WRITE DOWN WHAT THE
WORD HOSPITALITY
MEANS TO YOU
Objectives
 I will define Hospitality
 I will identify the basic components of the hospitality
industry
Hospitality
What does
that mean?
Principles of Hospitality and
Tourism
Pineapple, the symbol for
hospitality.
Began in Brazil to let people know
they were welcome to enter their
home.
What is Hospitality?
-Receiving guests in a generous and cordial
manner
-Creating a pleasant environment
- S a t i s f y i ng a g u e s t ’ s n e e d s
-Generating a friendly and safe atmosphere
What is the
Hospitality Industry?
Comprising of all businesses that serve guests
who are away from home.
Industry Diversity
 Hospitality businesses provide diverse products and
services, including

lodging

food

entertainment

transportation
 The hospitality industry serves diverse customers
 Hospitality employees are also diverse
What is
Tourism?
Travel for recreation or the arrangement
of such travel.
Industry Complexity
 The hospitality industry has five segments:
 food
 lodging
 travel
 tourism
 recreation
©Sean Pavone Photo/Shutterstock.com
Hospitality and Tourism
 Largest and fastest growing industries
 The travel and tourism industry in the United
States generated nearly $1.5 trillion in economic
output in 2012
 Common dynamics:


Delivery of services and products
Customer service
The Foodservice Industry
 The foodservice industry
 consists
of businesses that prepare food and
beverages for customers
 includes businesses of many sizes, types, and
locations
 is the largest and most varied segment of the
hospitality industry
1. Food and
Beverage
Services
2. Lodging Services
and Ski Resorts
3. Recreation
Services
4. Campgrounds
and Theme
Parks
5. Travel Related
Services
6. The Gaming
Industry
Components of the
Hospitality and Tourism Network
799,000+ facilities throughout the U.S
From Street Vendors…
To 4-star restaurants…
The Lodging Industry
 The lodging industry consists of businesses that
provide overnight accommodations
 Lodging includes a wide range of prices and levels
of service
The Travel Industry
 The travel industry consists of businesses that
physically move travelers from one place to another,
such as




car rentals
taxi and ferry services
train and bus services
airlines
The Tourism Industry
 The tourism industry consists of
businesses that organize and promote travel,
such as
 travel
agencies
 tour operators
 cruise companies
 meeting and convention planners
 convention and visitors bureaus
 travel and tourism offices
 travel planners, who create travel packages
The Recreation Industry
 Recreation is any activity done for rest, relaxation,
and enjoyment
 The recreation industry includes such operations
as



entertainment
spectator and participatory sports
attractions
What is
Service?
THE MOST IMPORTANT PRODUCT
OF THE HOSPITALITY INDUSTRY.
A Customer Focus
 All segments of the industry must meet customer
needs
 All hospitality workers contribute to a customer’s
overall experience
Service is……
Receiving guest in a cordial
manner and anticipating
their needs.
Focus on: price-value, reliability,
r e s p o n s iv e n e s s, a s s u r a n c e , a n d
empathy
Customer Service
 Service is an activity done for another person
 In a hospitality business, customer service is the
total experience a customer has with that business
 Customer experience includes staff performance and
courtesy, cleanliness of the property, and the way
customers are treated
Customers
 A customer or guest is someone who buys
products or services from a business
 The success of a hospitality business depends on
return customers
 Poor service is the number one reason
customers do not return to a business
 Empathy helps hospitality workers provide what
customers need
Customers’ Needs
 Human needs range from basic physical needs, such
as food and shelter, to psychological needs, such as
feeling accepted and fulfilling personal goals
 Successful hospitality businesses provide for their
customers’ psychological as well as physical needs
Satisfying Customer Needs
 Hospitality companies strive for customer
satisfaction
 Quality service is service that meets or exceeds
customer expectations
 Consistent quality service means providing the
same good service and products each time a
customer comes to a business
 Quality service depends on service encounters
Quality Service
 All customers expect
to be treated with dignity and respect
 to have their requests handled accurately and efficiently
 truthful product descriptions and answers to their
questions
 honesty and accuracy in money transactions

Question??
HAVE THINGS CHANGED OVER
THE YEARS REGARDING
SERVICE? HOW? WHY?
What is GOOD Service
usually measured by?
1. Number of amenities
2. Degree of personal
attention/interaction
3. Speed of service
Importance of Service Quality
 Poor service results in loss of customers and bad
word-of-mouth publicity
 Quality service brings repeat customers and
generates positive word-of-mouth publicity
 Quality service is achieved by employees who are
skilled at their jobs and understand the art of
customer service
Characteristics of the Hospitality Industry
 All about service
 Customers are primary focus
 Product is intangible and perishable
 No such thing as business hours
 Hospitality operations run on a 24-hour basis all
year round
Chapter 1 Review
 Name the five segments of the hospitality industry.
 food, lodging, travel, tourism, recreation
 Which segment is the largest and most varied?
 the food industry
continued