PPT-Service: The Heart of Hospitality

Principles of Hospitality and Tourism Risa McCann 1 Terms to know Service Customer Service Consistent quality service Quality Service Empathy Service encounter Guest recovery Empathy. Chapter 1 – Defining Hospitality and Tourism. Segments of Hospitality & Tourism. Lodging. Food Service. Travel. Tourism. Sports & Entertainment Events. Hospitality Industry. Group of businesses composed of establishments related to lodging and food-service management. . Chapter . 1. Copyright © 2010 by John Wiley & Sons, Inc. All Rights Reserved. What Is Hospitality?. Many peoples’ definition of hospitality extends only to restaurants and hotels. In reality, it goes far beyond this and includes any organization that provides food, shelter and other services to people away from home. You will do the following for each. You will pick 3:. a famous figure in hospitality,. a full service hotel chain (luxury, convention, resort, extended stay),. a limited service hotel chain (budget hotel/motel). Standard 1. What is Hospitality?. “The reception and entertainment of guests, visitors, or strangers with liberality and good will”.. Oxford English Dictionary. Three Main Objectives of Hospitality. Servant Leadership. Where are we going?. In a future of intelligent machines, the fastest growing segment of the economy will be the emergence of artist-leaders who . build value through experiences . Teaching . and. . learning. material A1.1, A1.2, A1.3, A2.1, A2.2. Welcome and introduction. Introductions. Housekeeping. Health & safety. Phones. Breaks and lunch. Hospitality industry sectors. Chapter 1 – Part 1. Bellringer. What do you think of when you hear the word Hospitality?. Hospitality Industry. Hospitality – means meeting the needs of guests with kindness and goodwill. . Hospitality Industry – Provides services to people away from home. Objectives . Explain why customers are important to the hospitality business . Describe the needs that hospitality businesses satisfy. Explain the importance of quality service. Describe the two types of hospitality employees. Hospitality Past, Present, & Future Chapter 3 Early History The hospitality industry probably began with the Sumerians. 4000 BC lived in a region near the Persian Gulf (Mesopotamia) Sumerians built taverns and served beer to people in the surrounding areas (some of the first hospitality businesses) . Importance of Quality Service. Quality Service. Universal customer expectations include:. To be treated with dignity and respect. To have their requests be handled accurately and efficiently. Honesty in menu descriptions. Erdogan. . Koc. Chapter. 10. Emotional Contagion and the Influence of Groups on Service Failures and Recovery. Understand the role and potential of group consumption in tourism and hospitality.. Explain the group service interaction process.. University of Detroit - Mercy. URL: . http://tinyurl.com/UDMhospitality2017. Corey Seeman. Kresge Library Services. Ross School of Business (University of Michigan). Presentation Overview. Introduction. Adapting CloudApper could automate your manual way of dealings with customers and add competitive advantage to your business.

Learn more: https://shorturl.at/NaKAj goal. Provide you with a better . u. nderstanding and knowledge of the hospitality . i. ndustry. What is it. Focusing on hotels. Careers. Education. Engaging & Interactive. Why are you here today?.