San Francisco State University Introduction to Hospitality and Tourism Management Assignment #1 Julius Aguinaldo HTM 110 James Brian Aday, Ph.D. 6/11/2023 1. Service is crucial in the hospitality and tourism industries as they are the largest and fastest-growing globally. Guest encounters shape lasting impressions of services and products. Since service industries dominate economies worldwide, providing exceptional service is vital. The hospitality industry is evolving due to higher guest expectations. Incorporating service excellence into every organization is essential, as emphasized by the saying, "If you're not serving the guest, you had better be serving someone who is." 2. The Disney service model guides cast members in creating a fantasy world for guests at the park. The main things include starting with a smile, making friendly eye contact and gestures, respecting and welcoming all guests, valuing the magic of Disneyland, initiating guest contact, finding creative service solutions, and ending with gratitude. These concepts embody the Disney culture and require consistent reinforcement from skilled leaders. 3. There are a couple advantages of management contracts. Low cost and low risk, no upfront financing or equity is required to operate the hotel for 1 to 20 years. Profitsharing, companies receive a share of the property's earnings. Rapid expansion, with less capital investment compared to ownership, companies can expand quickly. This impacts the hotel industry because these contracts allow companies to grow with a lower cost, and thus spend capital on improving their existing services. Franchising also provides advantages to the hotel industry. The franchise system enables hotels to expand their brand at a lower cost by leveraging the capital of franchise investors. In addition, Franchising's standardized system empowers hotels to efficiently capture the regional market, thus netting higher revenue. Franchising impacts the hotel industry by enabling rapid expansion allowing hotels to add restaurants, meeting rooms, and recreational facilities. The franchise system ensured the maintenance of brand standards, alleviating concerns about brand image. Hotels could establish centralized reservation systems and offer customer discounts, which can lead to increased customer satisfaction. 4. Resorts offer a range of activities, from sports to family-oriented options. Hyatt Hotels, for example, has a program with activities for children, allowing parents to have free time or join in the fun. In addition, many resorts host conventions, conferences, and meetings to maintain occupancy. To accommodate guests in different time zones, hotels extend room service and restaurant hours, sometimes offering 24-hour service. Airport hotels typically provide complimentary transportation to and from the airport, making them convenient and cost-effective choices for business travelers due to their location, affordable prices, and easy transportation options.
