April 26, 2023

Of the people you have read about, watched videos about, OR the course content in the latter modules of this course – which OVERALL AREA has inspired you the most and is the area tha

QUESTION #1

1. Of the people you have read about, watched videos about, OR the course content in the latter modules of this course – which OVERALL AREA has inspired you the most and is the area that you've found most interesting among the topics? Why do you feel this way? Does it tie in to your intended major and/or career path?

QUESTION #2

2. Part of your college learning experience is to rule OUT possible occupations, professions, or specific jobs. Which hospitality and tourism job or area of the business is something you will definitely NOT consider among your professional choices? Why do you feel this way? What, in particular, did you hear/read/see/learn that led to this personal feeling?

QUESTION #3

3. Have you personally taken the career assessment offered through FAU – Major KnOWLedge which helps direct you to a potential the major AND career choice? If yes, what was the outcome? If not, why not?

If you have not yet taken this assessment, remember that it is FREE for students. Dr. Ricci recommends that you take this assessment for your own career path self-knowledge and reflection. Even if you are a graduating senior, it's never to late to learn about what potential career areas may "spark" your excitement and interest.

Other than Major KnOWLedge, have you taken any other career assessment tool?

QUESTION #4 (be sure to answer all portions of the question)

4. In response to the all the articles about Florida reaching various milestones for visitors and the ongoing fight about whether we SHOULD or SHOULDN'T fund tourism promotion to our state (articles found primarily in Module 1)

What are your overall comments on tourism promotion for Florida after learning about the hospitality industry in this course?

What makes us a great destination?

What could hurt us in the near future in regards to our ability to continue to attract visitors?

Do you personally suggest visits from your out-of-state friends and family members – why or why not?

What are your thoughts on the articles discussing "over" tourism?

Exploring the Hospitality Industry FOURTH EDITION

Chapter 1 Hospitality Spirit

Learning Objectives (1 of 2)

• At the completion of this chapter you should be able to:  Describe the interrelated nature of hospitality

and tourism.  Describe the characteristics of the hospitality

industry.  Summarize the Stephen Hall Code of Ethics for

the hospitality and tourism industry.

Learning Objectives (2 of 2)

• At the completion of this chapter you should be able to:  Explain why service is so important to success

in the hospitality industries and how to perfect it.  Determine and prepare yourself for a career

path in the hospitality and tourism industry.

The "Pineapple" Tradition • The pineapple is a

symbol of:  Welcome  Friendship  Hospitality

Credit: Geoff Dann/Dorling Kindersley

FIGURE 1–1 Probable Career Path in Hospitality

Hospitality and Tourism • The largest and fastest growing industry in the

world • The umbrella of travel and tourism covers many

professions to meet the wants and needs of people away from home.

FIGURE 1–2 Scope of the Hospitality and Tourism Industries.

Characteristics of the Industry (1 of 3)

• Long hours  Evenings  Weekends  Holidays

• Open 365 days a year • A variety of shifts

Characteristics of the Industry (2 of 3)

• Intangible  Service cannot be touched or taken home.

• Perishable  If the product isn't sold, revenue is lost.

• Inseparable  Production and consumption occur

simultaneously.

Characteristics of the Industry (3 of 3)

• Career options within the scope of the industry include:  Restaurants  Hotels  Casinos  Cruise ships  National parks  …and many more

FIGURE 1–4 Lodging Management Career Ladder.

Ethics (1 of 4)

• Ethical questions to ask when faced with a difficult situation:  Is this legal?  Is this balanced?  How will I feel about myself after making this

decision?

Ethics (2 of 4)

• Moral principles and values used to answer questions about what is right and wrong

• Integral part of the industry • A part of individual value system

 Every individual is different.

Ethics (3 of 4)

• In many cases, situational ethics are applied instead of using moral absolutes.

• Decisions are made in each situation regarding whether it is right to steal, lie, drink and drive, etc.

Ethics (4 of 4)

• Stephen Hall developed a code of ethics for the hospitality and tourism industry.

• His eleven-point code pinpoints the essence of ethics and morality as it relates to how we treat our guests and our employees.

• It simply says that we will be fair and equitable at all times.

Focus on Service • Great service results in happy guests. • Happy guests provide repeat business. • Great service provides excellent experiences for

all guests. • Guests share their service experiences with

others, by word of mouth, whether good or bad.

Seven Deadly Sins of Service • At America's Service, by Karl Albrecht, identifies

these seven sins of service: 1. Apathy 2. Brush-off 3. Coldness 4. Condescension 5. Robotics 6. Rule book 7. Runaround

Keys to Service Success (1 of 3)

• Focus on the guest • Understand the importance of guest service • Build a service culture • Emphasis on "high touch" vs. "high tech" • Thrive on change

Keys to Service Success (2 of 3)

• "We buy loyalty with service"  It's more expensive to attract new guests than it

is to retain current guests.  Build guest loyalty with great guest service.

What Is a Moment of Truth? • Whenever a guest interacts with an employee • These moments can make or break the guest

experience. • Every service organization experiences thousands

of these per day.

Moments of Truth in Action • These are examples of moments of truth:

 Guests calling for a reservation  Guests welcomed to the establishment  Guest informed room or table not ready  Guest orders a meal  Server brings out the order  Server delivers the meal  Guest pays and leaves

Keys to Service Success (3 of 3)

• Effective leaders use all the tools at their command to effect positive change.

• Empowered employees feel more responsible for their jobs and the organization’s success.

Service and Total Quality Management (TQM) (1 of 3)

• Total quality management is a continuous process.

• Total quality management works best when managers are good leaders.  Leaders empower employees who welcome

change.

Service and Total Quality Management (TQM) (2 of 3)

• Benefits of a successful TQM program:  Cost reductions  Increased satisfaction for both guests and staff  Increased profits

Service and Total Quality Management (TQM) (3 of 3)

• TQM must have support at all levels in the organization.

• Empowerment enables the staff to feel responsible for their own success and that of the organization.

Empowerment • Empowerment encourages the employee to:

 Speak out about problems and concerns.  Take responsibility for their actions.  Consider themselves professionals.  Have the authority to make decisions when

serving guests.

Disney Service Model • The Disney mission statement is: “We Create

Happiness.” • Everything that occurs within the Disney

environment is focused on achieving the mission statement.

Disney's Approach • A fundamental element is the tradition and

standards of guest service. • Provide clear expectations and standards. • Communicate these expectations through

demonstration, information, and examples. • Hold cast members accountable for their

feedback.

Disney's Service Model • The Disney Service Model itself is based on these

elements:  It begins with a smile.  Make eye contact and use body language.  Respect and welcome all guests.  Value the magic.  Initiate guest contact.  Creative service solutions.  End with a “thank you.”

Career in Hospitality (1 of 5)

• Progressing in a hospitality career is not always a straight line.

• It may include working in a variety of departments and capacities.

• It is also important to set career goals to help you make decisions on your career path.

Career in Hospitality (2 of 5)

• The most important element of success is a service attitude.

• Personal characteristics critical for success:  Honesty, hard work, team player, being

prepared to work long hours, cope with stress, good communication skills, and a strong desire to exceed guest expectations

Career in Hospitality (3 of 5)

• Recruiters look for service-oriented people. • Recruiters also look for leadership characteristics.

Career in Hospitality (4 of 5)

• It is important to conduct a self-assessment. • Use this as an opportunity to measure your

personal and professional strengths and weaknesses.

Career in Hospitality (5 of 5)

• It is important that you start now with your development of leadership skills by getting involved in on-campus activities.

• Involvement in professional organizations and associations will demonstrate your commitment to a leadership role.

Trends in Hospitality • These are just a few of the trends that can be

noted in the hospitality industry:  Sustainability  Globalization  Safety and Security  Diversity  Technology  Legal Issues

Exploring the Hospitality Industry
Learning Objectives (1 of 2)
Learning Objectives (2 of 2)
The "Pineapple" Tradition
FIGURE 1–1 Probable Career Path in Hospitality
Hospitality and Tourism
FIGURE 1–2 Scope of the Hospitality and Tourism Industries.
Characteristics of the Industry (1 of 3)
Characteristics of the Industry (2 of 3)
Characteristics of the Industry (3 of 3)
FIGURE 1–4 Lodging Management Career Ladder.
Ethics (1 of 4)
Ethics (2 of 4)
Ethics (3 of 4)
Ethics (4 of 4)
Focus on Service
Seven Deadly Sins of Service
Keys to Service Success (1 of 3)
Keys to Service Success (2 of 3)
What Is a Moment of Truth?
Moments of Truth in Action
Keys to Service Success (3 of 3)
Service and Total Quality Management (TQM) (1 of 3)
Service and Total Quality Management (TQM) (2 of 3)
Service and Total Quality Management (TQM) (3 of 3)
Empowerment
Disney Service Model
Disney's Approach
Disney's Service Model
Career in Hospitality (1 of 5)
Career in Hospitality (2 of 5)
Career in Hospitality (3 of 5)
Career in Hospitality (4 of 5)
Career in Hospitality (5 of 5)
Trends in Hospitality
Copyright

Exploring the Hospitality Industry FOURTH EDITION

Chapter 2 Tourism

Learning Objectives (1 of 2)

• After completing this chapter, the students should be able to:  Explain the nature of tourism in today’s world.  Describe the economic impact of tourism.  Compare the different methods of tourist travel.  List the important international and domestic

tourism organizations.

Learning Objectives (2 of 2)

• After completing this chapter, the students should be able to:  Compare the major promoters of tourism and

how they promote tourism.  Compare and contrast the major types of travel.  Describe the sociocultural impact of tourism and

changing concepts in the industry.

Tourism Highlights • People have traveled for centuries. • Traces of travel date back to:

 776 B.C. and the early Olympic Games held in Greece.

• Religious travel grew in the 13th century.  Growth of inns to support travelers

What Is Tourism? • The world's largest industry • Dynamic and evolving • Stimulates economic growth and job creation

Tourism Highlights (1 of 4)

• 17th Century  Saw increased travel by horse and carriage.  Post houses were set up to accommodate riders

and their animals. • 19th Century

 Cruising becomes fashionable.  Rail travel gains in popularity.

Tourism Highlights (2 of 4)

• 20th Century  Automobile is invented and travel by car

increases.  Air travel gains in popularity in the mid-20th

century.  Cruising returns to popularity.

Tourism Highlights (3 of 4)

• 21st Century  Temporary decline in tourism during the early

part of the century due to: • Terrorist attacks (9/11) • SARS • Flu outbreaks • War

• Tourism begins increasing in the 2010s

Tourism Highlights (4 of 4)

• 21st Century  China's expenditures on travel abroad reached

$102 billion in 2012.  The UNWTO expects this segment to grow

substantially in the future.

UN World Tourism Organization (1 of 3)

• UNWTO is a specialized organization of the United Nations (UN) focused on global tourism.

• The UNWTO is the leading international organization in the field.

UN World Tourism Organization (2 of 3)

• Plays a key role in the following areas:  Developing sustainable tourism  Developing universally accessible tourism  Continued focus on economic development  Developing a global code of ethics for tourism

UN World Tourism Organization (3 of 3)

• UNWTO defines tourism as "the activities of persons travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business, and other purposes."

Tourism Benefits • These benefits include:

 Opening of borders across the globe  Increased disposable income  Increased vacations  Reasonably priced airfares  More people interested in travel

Tourism 2020 (1 of 3)

• Top three tourist receiving areas are projected to be Europe, East Asia, and Pacific and the Americas.

Tourism 2020 (2 of 3)

• Within the tourism industry, there is interdependence between the segments of tourism: travel, lodging, foodservice, and recreation.

• Each segment relies on the others for growth.

Tourism 2020 (3 of 3)

• Tourism growing at 3.1% a year • Contributes 7.6 trillion to the global economy • 1 in every 11 workers around the globe

The Multiplier Effect • When a tourist spends money (on travel, lodging,

food, etc.) the money is recycled into the local industry, so businesses can purchase more goods and services, generating more use of the money.

• This is known as the multiplier effect.

FIGURE 2–2 The Multiplier Effect.

Primary Modes of Travel • Air • Rail • Automobile • Bus

Air Travel (1 of 2)

• One of the greatest influences on modern travel • On any given day, more than 5,500 planes are in

the air over the United States. • Competition between airlines has significantly

increased air travel. • Business travelers are spending less.

Air Travel (2 of 2)

• Many air carriers are facing challenges from lowered costs and rising operating expenses.

• Major airlines are forming alliances that allow them access to "feeder" markets.  A "feeder" market is a market that provides the

source passengers for a particular destination.

Hub-and-Spoke System • A system that allows passengers to travel from

one smaller city to another via a hub or hubs • Benefits of the hub-and-spoke system include:

 Airlines can service more cities at a lower cost.  Airlines can maximize passenger loads between

smaller cities.

FIGURE 2–3 The Hub-and-Spoke System.

Rail Travel – U.S. (1 of 2)

• Made mass travel available to all • Began to decline in popularity beginning in the

1920s • Faced with a possible collapse of the industry,

Congress passed the Rail Passenger Service Act in 1970 (amended in 2001).

Rail Travel – U.S. (2 of 2)

• The National Railroad Passenger Corporation was established shortly after this act was passed.

• This entity began operation as a semi-public corporation establishing intercity rail service.

• This corporation is known as Amtrak.

Rail Travel – Abroad • Rail travel in other countries is far ahead of the

United States. • High-speed networks are well developed. • Trains have the capacity to travel in speeds in

excess of 250 mph. • Rail passes allowing travel in many countries are

available to purchase.

Future of Rail Travel • New technology causing changes

 Maglevs • Can travel at speeds over 300 mph • Travel on a cushion of magnets above the

ground • Very efficient

Automobile Travel (1 of 2)

• In 1895, the first "horseless carriages" were seen on the road.

• Changed America's way of life • Largest segment of ground transportation

Automobile Travel (2 of 2)

• Provides a convenient form of travel for short and medium-length trips

• Economical and provides revenues for local communities (tourists)

Rental Cars (1 of 2)

• Over 5,000 companies in the United States rent cars.  75% of rentals occur at airports.  30% of rentals are from leisure travelers.

Rental Cars (2 of 2)

• Four largest U.S. car rental companies are  Hertz  Avis  National  Budget

Bus Travel • Convenient and economical • Allows leisure travelers to relax and enjoy the ride • Different types of bus services include:

 Local  Charter/Tour  Airport  Commuter/Rapid Transit

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Of the people you have read about, watched videos about, OR the course content in the latter modules of this course – which OVERALL AREA has inspired you the most and is the area tha

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