Hospitality Past, Present, and Future. Principles of Hospitality and Tourism Chapter 3

Transcription

1 Hospitality Past, Present, and Future Principles of Hospitality and Tourism Chapter 3

2 Chapter Objectives Name three countries that played an important role in the early days of the hospitality industry Name five contributions to the hospitality industry by the United States Associate the relationship of change in transportation and the growth of the hospitality industry Assess four challenges that the hospitality industry faces today List four factors that affect the hospitality industry that people cannot control Determine how knowing trends help the hospitality manager List and give an example of the four types of trends that affect the hospitality industry Examine types of technology used to manage hospitality service operations

3 PAST : Early History Egypt Greece Roman Empire Tourist attractions (pyramids) Souvenirs Cruises Language, Greek became the universally accepted language of international trades Money, Greek dollars became the standard of exchange for monetary transactions Roadways, having a roads throughout the empire made travel quicker and easier

4 PAST - Development in the United States The United States is responsible for these major contributions to the hospitality industry: Grand Hotels Motels Restaurant Chains Fast-food Chains Franchises

5 PAST - Development in the United States The hospitality business grew along with the new modes of transportation. These new modes include - stagecoach, railroads, the automobile, and commercial airlines. Stagecoach travel created a need for inns where travelers could eat and sleep In the 1800s, a boom in railroad travel led to the development of grand hotels and hoteliers Automobile travel prompted the development of motels, which included amenities Airports became centers for hotel, motel and restaurant development.

6 MODES OF TRAVEL

7 PRESENT - Hospitality Challenges Today the business of hospitality faces several challenges, including: Delivering quality service consistently Diversity of the workplace Accommodating special needs Impact of seasons

8 PRESENT - Challenge #1 Delivering quality service consistently Delivering quality service consistently always involves people. Managers have two ways to ensure good service : procedures and training They can develop procedures that ensure good service (customer service plan) and then train employees in the procedures, making sure that all employees are customer-focused

9 PRESENT - Challenge #2 Diversity in the workplace Diversity - word used to describe a group of people from a variety of backgrounds, cultures, religions, beliefs, and languages. Hospitality businesses need to learn meet the needs of a diverse workforce Special foods in the employee cafeteria Freedom to wear religious headwear

10 PRESENT - Challenge #3 Accommodating Special Needs Special needs include medical conditions, physical disabilities, and cognitive disabilities Special needs may also result from religious beliefs, health or circumstances which all need to be accommodated in the hospitality business The Americans with Disabilities Act was passed to ensure that people with disabilities are treated fairly and that public buildings are accessible

11 PRESENT - Challenge #4 Impact of Seasons The demand for hospitality services varies with seasons Peak Seasons - highest demand Off-peak Seasons - lowest demand Timing of peak and off-peak seasons depends on the types of business and its location

12 Four factors hospitality managers CANNOT control include: Factors Affecting Success Weather Political Conditions Economic Conditions Globalization (the process in which the economies of nations become interconnected)

13 Factors Affecting Success - Weather Bad weather may cause customers to stay away or to leave early Severe weather can damage buildings and other property

14 Factors Affecting Success - Political Conditions Bad or dangerous political conditions discourage travel Today there is increased emphasis on security, particularly at airports and other transportation hubs

15 Factors Affecting Success - Economic Conditions Many hospitality businesses rise and fall with the economy During a recession or contraction, the hospitality industry is one of the first to suffer During an expansion, the economy grows and does well, but hospitality is one of the last industries to recover from a recession. However, when people have more money to spend they often spend it on travel, recreation and restaurants.

16 Factors Affecting Success - Globalization Economic problems in one country can affect others around the world Transnational corporations have offices in countries around the world Tourism facilities are being developed nationally and internationally

17 FUTURE - Trends Four trends affecting businesses are: Demographic Trends Social Trends Lifestyle Trends Technology Trends Hospitality professionals stay informed about trends so they can better serve their customers needs and wants

18 FUTURE - Trends Demographic Trends Demographics is the study of a population s characteristics, such as age, income, or ethnic origin Two demographic trends that affect the hospitality industry are More retirees More young people (18 to 24) traveling in small groups

19 FUTURE - Trends Social Trends A social trend is a change in the structure or beliefs of a society Two social trends that affect the hospitality industry are Changes in family structure Acceptance of gaming (casinos)

20 FUTURE - Trends Lifestyle Trends A lifestyle trend is a change in the way people live their lives Three lifestyle trends that affect the hospitality industry are Concern for health (veganism, low-carb, gluten free) Impulse buying Desire to learn and have new experiences (study abroad)

21 FUTURE - Trends Technology Trends Two technology trends that affect the hospitality industry are Websites and apps Wireless communications for guests (wi-fi) Business management systems