Chapter 1 - Lecture notes 1 PDF

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Intro to Hospitality Management Texas Tech University Chapter 1 Notes...

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CHAPTER 1: INTRODUCING HOSPITALITY - Hospitality is an exciting career o Fast paced, fascinating, and fun o Competitive pay o Advancement opportunities o Flexibility - Hospitality spirit o Wanting to do something extra to make the guest’s experience memorable o Service- providing goods and services or being of assistance to others o providing service through “servant leadership” o being an entrepreneur  owning your own business  Marriott started as a small A&W root beer stand in 1927 - The pineapple tradition o The pineapple has enjoyed a rich and romantic heritage as a symbol of welcome, friendship and hospitality - Interrelated nature of hospitality and tourism o Hospitality and tourism industry is the largest and fastest-growing industry in the world o Under the umbrella of travel and tourism, countless professions are necessary to meet the needs and wants of people away from home o Hospitality offers a wide variety of choice for careers o Tourism is more popular than hospitality: four major areas- restaurants, manage services (captive audience i.e. football stadium, hospital, prison, schools), hotels, sales o A “moment of truth” is an expression used to describe a guest and an associate meeting—as when a guest walks into a restaurant!  Front of the house- interaction with guests  Heart of the house- behind the scenes, hardest part - Hospitality and tourism o The hotel business provides career opportunities to associates who help make reservations, greet, assist, and serve guests.  B&B o The restaurant business fulfills guests’ diverse needs and wants  Biological need of eating  Human desires for socialization and entertainment o Managed services provide services to airlines, military facilities, schools, health care operations, business and industry  dual challenge of meeting the needs and wants of both the guests and clients o sales is the one thing we all do everyday in hospitality; however it can also be an exciting career choice  food sales  liquor, beer, and wine  retail - characteristics of hospitality industry o open 24 hours a day seven days a week o work longer hours than other people o we work when others are enjoying themselves o our services are largely “intangible”  inseparability of production and consumption

 perishability of product o empowerment of employees o (TQM) Total Quality Management: improvement is vital because change is constant and competition is already there o embracing ethics, morals, fairness, and equality as an organization philosophy o focus on guest-related services...