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Hospitality Past, Present, and Future

Principles of Hospitality and | Chapter 3 Chapter Objectives

➔ Name three countries that played an important role in the early days of the hospitality ➔ Name five contributions to the by the ➔ 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 used to manage hospitality operations PAST : Early

Egypt Roman Empire

➔ Tourist attractions ➔ Language, Greek ➔ Roadways, having a (pyramids) became the throughout the ➔ universally accepted empire made ➔ Cruises language of quicker and easier international ➔ Money, Greek dollars became the standard of exchange for monetary transactions PAST - Development in the United States ➔ The United States is responsible for these major contributions to the hospitality industry: ◆ Grand ◆ ◆ Chains ◆ Fast-food Chains ◆ Franchises PAST - Development in the United States

The hospitality grew along with the new modes of transportation. These new modes include - stagecoach, railroads, the automobile, and commercial .

➔ Stagecoach travel created a need for 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 ➔ became centers for , and restaurant development. MODES OF TRAVEL 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 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 ( plan) and then 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, , religions, beliefs, and languages. ➔ Hospitality 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 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 Four factors hospitality managers CANNOT control include:

➔ Weather Factors Affecting ➔ Political Conditions ➔ Economic Conditions Success ➔ (the process in which the 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 , particularly at airports and other transportation hubs Factors Affecting Success - Economic Conditions

➔ Many hospitality businesses rise and fall with the ➔ 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, and . 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 - 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 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 () 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) FUTURE - Trends Technology Trends

➔ Two technology trends that affect the hospitality industry are ◆ and apps ◆ Wireless communications for guests (wi-fi) ◆ Business systems