Hospitality Past, Present, and Future

Principles of Hospitality and Tourism | Chapter 3

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.

MODES OF

TRAVEL

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)

FUTURE - TrendsTechnology Trends

➔ Two technology trends that affect the hospitality industry are

◆ Websites and apps

◆ Wireless communications for guests (wi-fi)

◆ Business management systems