INTRODUCTION TO Meet I : Introduciton

HOSPITALITY Jeffry, M,Si Par

WELCOME FUTURE LEADERS!

Hospitality industry is an exciting place to be:

It’s fascinating
It’s fun
It offers competitive pay
It offers advancement opportunities
HOSPITALITY SPIRIT

Works to create memories

Everyday guests rely on us for service
Passion is in the service element
People with a service spirit are happy to do something extra to make
the guest’s experience memorable
The WOW factor!
SERVICE, SERVICE, SERVICE!
Service is defined as “the act or means of serving”
To serve is to “provide goods and services for” and “be of assistance
to”
It is critical to give our guests exceptional service each encounter
The hospitality industry can be a good choice for entrepreneurs who
prefer to do their own thing (i.e., a bar, catering company, event
management, restaurant, tour guide, night club, wedding planner, etc.)
THE INTERRELATED NATURE OF
HOSPITALITY AND TOURISM
The hospitality and tourism
industry is the largest and fastest-
growing industry in the world
Under the umbrella of travel and Tourism
tourism, countless professions
are necessary to meet the needs Hospitality
and wants of people away from
home
All of these scopes have an effect
on each other
THE INTERRELATED NATURE OF
HOSPITALITY AND TOURISM

Hospitality employees have the ability to affect the human experience by creating
powerful impressions—even brief moments of truth—that may last a lifetime
A moment of truth is an expression used to describe a guest and an associate
meeting—as when a guest walks into a restaurant
THE INTERRELATED NATURE OF
HOSPITALITY AND TOURISM

The hotel business provides career opportunities to associates

who help make reservations, greet, assist, and serve guests
The restaurant business fulfills guests’ diverse needs and
wants
 Eating is a biological need that restaurants accommodate
 Restaurants also fulfill other human desires (i.e., the need for
socialization and to be entertained)
THE INTERRELATED NATURE OF
HOSPITALITY AND TOURISM

In managed services, foodservices are provided for airlines, military facilities, schools,
health care operations, business and industry
 These foodservice operations have the dual challenge of meeting the needs and wants of both the guests and the
client (i.e., the institution itself)
CHARACTERISTICS OF THE HOSPITALITY INDUSTRY

Our services are mostly intangible—the guest cannot “test-drive” a night’s

stay or “taste the steak” before dining
 The products are for use, not possession

There is inseparability of production and consumption of the service

product, due to each guest’s unique demands
There is also the perishability of our product
 For example, we have 1,400 rooms in inventory, but we sell only 1,200 rooms. What
do we do with the 200 unsold rooms? Nothing—we lose 200 room nights and the
revenue.
SUCCESS IN SERVICE
Approximately 70% of the American and Canadian economies are engaged in service
industries
It is critical to offer guests exceptional service and to understand role of guest services
Teamwork between the front of the house and the back of the house creates a positive
environment in which to work
SUCCESS IN SERVICE

A guest is someone who receives or benefits from the output of

someone’s work
External customer satisfaction ultimately measures a company’s
success, since they are the people who are willing to pay for a
company’s services
Internal customers are the people inside any company who receive or
benefit from the output of work done by others in the company
SUCCESS IN SERVICE

For success in service we need to:

 Focus on the guest.
 Understand the role of the guest-contact employee.
 Weave a service culture into education and training systems.
 Emphasize high-touch instead of just high-tech.
 Thrive on change.
A CUP OF KINDNESS
Customer service is a central focus of hospitality
Our job is to enhance the lives of those people
(guests, customers, passengers, etc.) to whom we
serve
 We begin by understanding what they need
 Kindness is demonstrated by making everyone feel
welcome
 Quality customer service requires that we make all
guests feel comfortable
 We all have a need to feel important
MOMENTS OF TRUTH
These are guest encounters
Every hospitality organization has thousands of
moments of truth every day
Some of them include:
 A guest calls the restaurant for a table reservation
 A guest tries to attract the bartender’s attention for a
cocktail because there are no seats available
 A server takes an order
 A server brings the check
 A guest departs the restaurant
FOCUS ON SERVICE:
SEVEN DEADLY SINS OF SERVICE
Apathy
Brush-off
Coldness
Condescension
Robotics
Rule book
Runaround
 THANK YOU
JEFFRY SUDIRJA
Jeffry.sudirja@stptrisakti.ac.id
+62818725791