Post on 18-Dec-2021
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
PAST : Early HistoryEgypt
➔ Tourist attractions
(pyramids)
➔ Souvenirs
➔ Cruises
Greece
➔ Language, Greek
became the
universally accepted
language of
international trades
➔ Money, Greek dollars
became the standard
of exchange for
monetary
transactions
Roman Empire
➔ Roadways, having a
roads throughout the
empire made travel
quicker and easier
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
PAST - Development in the United StatesThe 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.
PRESENT - Hospitality ChallengesToday the business of hospitality faces several challenges,
including:
➔ Delivering quality service consistently
➔ Diversity of the workplace
➔ Accommodating special needs
➔ Impact of seasons
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
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
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
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
Factors Affecting Success
Four factors hospitality managers
CANNOT control include:
➔ Weather
➔ Political Conditions
➔ Economic Conditions
➔ Globalization (the process in
which the economies of nations
become interconnected)
Factors Affecting Success - Weather➔ Bad weather may cause customers to stay away or to leave early
➔ Severe weather can damage buildings and other property
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
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.
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
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
FUTURE - TrendsDemographic 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
FUTURE - TrendsSocial 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)
FUTURE - TrendsLifestyle 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)