The document discusses the hospitality industry, outlining that it involves providing care and shelter for travelers, draws from terms like "hospice" and "hospitality". It also notes some of the characteristics of the industry like being open 365 days a year, emphasizing guest satisfaction, and facing challenges from issues like the global economy, technology changes, and ensuring consistency in service. The future of the industry involves pursuing one's interests and passion to find success while accepting long work hours and shifts.

1. The Hospitality Industry
Welcome to You,
The Future Hospitality Industry
Leaders

2. Hospitality
 From the French word “hospice…
 “To provide care/shelter for travelers

3. Pineapple
 Symbolic of…
 Welcome
 Friendship
 Hospitality

4.  Hospitality is one of the most fascinating,
fun and stimulating industries to work for
 Comparable to other industries you get
paid well and have excellent advancement
opportunities (Greece a different story
presently)
 We often hear that it gets into our blood
meaning that we become one with the
Hospitality Industry.
 If I would be asked, I would say that I will
not change this job for anything

5. Hospitality Industry

7. Career Path
 From high school to College (TEI) or
ASTEAN or University
 Upon graduation you become
management trainee, or supervisor,
leading to Asst. Department head,
Department Manager, Division Director or
Executive Assistant, General Manager,
Senior Company Executive

8. Characteristics of the Hospitality
Industry
 Opens 365 days a year
 24 hours a day
 Those on their way to senior positions
work 10 – 12 hours per day
 Evenings and weekends are also included
 So we have to accept the fact that we will
be working while others are enjoying

9. Characteristics of the Hospitality
Industry
 Largest and fastest growing industry
 Emphasis on service, and guest
satisfaction
 Product is intangible and perishable
 No such thing as business hours
 Characterized by shift work

10. Global Issues and Challenges in the
Hospitality Industry
 Global uncertainty
 Economy
 Human resources issues – Labor intensive
 Branding issues
 Financial viability
 Technology – Driving force for efficiency improvement
 Yield management
 Customer relationship management
 Operating costs
 Supply issues
 Distribution channel issues
 Airlines in the 21st century

11. Global Issues and Challenges in the
Hospitality Industry
 Safety and security
 Diversity
 Changes in demographics
 Customer issues – Value for money
 Sanitation issues – iso endorsement
 Sustainability issues
 If room is not sold cannot be stored - Perishability issues
 A room purchase does not give ownership to the
customer
 The customer must go to the Hotel in order to make the
purchase contrary o the purchase of other goods

12. We make every effort to make
our customer happy and turn
him/her to return thus becoming
from a customer to “Guest”.

13. HOTEL OPERATIONS

16. W Hotel
Barcelona

110. Characteristics of service
 Product is intangible
 Product is highly perishable
 Product is effervescent
 Measurement of guest satisfaction

111.  Inconsistency…
 When education system does not teach
service
 Little priority to training in service
 Over reliance on Technology
 Lack of motivation

112.  Sins of service…
e Apathy 1. Robotics
e Brush-off 2. Rule book
e Coldness 3. Runaround
e Condensation

113.  Success…
 Focus on the guest
 Understand the role of the guest-contact
employee
 Weave a service culture into education and
training systems
 Thrive on change

114.  Examples in a restaurant…
• Guest calls for reservation
• Guest tries to find restaurant
• Guest parking
• Guest welcome
• Guest is told table is not ready
• Guest goes to lounge for a cocktail

115.  Service…
 Ensures consistency
 Participative process that involves all
departments
 Continuous process
 Should be an integral part of the mission
 It’s simply EXCITING

116. How about your future
 Do you know where you want to be in 5 years
from now?
 The best advise is to follow your interest
 Do what you love to do and success will soon
come
 Often we access our character and personality
to determine a suitable path.
 Whatever you chose to do it should become a
hobby for you, you will have to believe in
yourself, you should be devoted and I am sure
that you will be succeed.