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    Chapter 1

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    Kaashyifal Ghammi

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    © All Rights Reserved
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    Chapter 1

    Uploaded by

    Kaashyifal Ghammi
    12 views8 pages

    Original Title

    Chapter 1 (3)

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    Copyright:

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    Download as pptx, pdf, or txt
    12 views8 pages

    Chapter 1

    Uploaded by

    Kaashyifal Ghammi

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 8

    1

    Welcome to
    the Hospitality
    Industry

    © 2021 Cengage. All rights reserved.


    Objectives

    After studying this chapter, you should be able to:


    • Define hospitality industry and provide at least one
    specific example of both successful and unsuccessful
    hospitality that you have experienced.
    • Identify the basic components of the hospitality industry.
    • Explain the relationship between guest satisfaction and
    employee responses during a service encounter.
    • Compare the benefits of obtaining a formal education
    and acquiring experience.
    • Recommend ways to ensure learning and growth
    throughout a hospitality career.

    © 2021 Cengage. All rights reserved.


    Scope of the Hospitality Industry
    • An Age-Old Industry
    • Hospitality and the Tourism Network
    • Asian Industry Connections and Global
    Forces
    • Workforce Issues
    • Lodging Industry Components
    • Food and Beverage Industry Component

    © 2021 Cengage. All rights reserved.


    Business Profile: JW Marriott Khao Lak
    Resort & Spa
    Hotel and resorts may be positioned to offer
    services in many different market segments. The
    Khao Lak Hotel and Spa offers a product
    specifically targeted to spa-based tourists. One
    hour north of Phuket, the tropical, powder-puff
    beach scene of Khao Lak stretches forth as far as
    the eye can see. This is the setting for JW Marriott
    Khao Lak Resort & Spa, where couples on
    honeymoon are as welcome as families on an
    adventure holiday.

    © 2021 Cengage. All rights reserved.


    Professional Profile: Ian Schrager
    Schrager’s career began with pioneering
    hospitality concepts such as the “boutique hotel,”
    which featured signature artwork and creative
    decor, indoor/outdoor atrium lobbies, and
    metropolitan spa destinations.
    Schrager went on to create urban boutique hotels
    in other highly visible, affluent cities, including
    London, Miami, and San Francisco. He is
    recognized as the creator of “urban chic,” which
    connotes affordable luxury in the metropolitan
    setting.
    © 2021 Cengage. All rights reserved.
    Service—The Mission and Product of
    Hospitality
    • The Nature of the Product
    • Issues Arising from Product Delivery
    • Perception of Value
    • The Service Encounter
    • Analyzing the Service Encounter
    • Principles for Achieving Guest Satisfaction

    © 2021 Cengage. All rights reserved.


    Pursuing Opportunities in Asian
    Hospitality
    • Opportunities Abound
    • Identifying Required Skills and Abilities
    • Formal Education
    • Informal Education
    • Lifelong Learning

    © 2021 Cengage. All rights reserved.


    Professional Profile: Kp Ho Founder of
    Banyan Tree
    Banyan Tree Hotels & Resorts has created a
    family of brands to cater to the needs of today’s
    travelers. Whether their guests are travelling for
    romance, a family holiday, business, visiting family
    or friends, or going on an adventure to discovering
    a far-flung destination, Banyan Tree Hotels &
    Resorts is the ideal choice. For hotel owners, their
    four brands offer distinctive product offerings that
    cater to different locations and potential for various
    destinations.

    © 2021 Cengage. All rights reserved.

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