Ch. 3: Hospitality Past, Present and Future
When did Hospitality begin? First written records of travel was found on cave walls about 6000 years ago. We had JUST invented money, writing and the wheel. How did these inventions influence the industry?
The Sumerians Early History 4000 BC: lived in a region near the Persian Gulf called Mesopotamia. Grew grains which were turned into alcoholic beverages. Taverns started.
Early traders... Traveled from region to region to trade spices, gold and other exotic goods. Needed places to eat and sleep Inns and taverns built to accommodate their needs
Contributing Countries Egypt Built elegant burial tombs People wanted to see these tombs Base of the pyramid was used for large festivals Visitors wanted a reminder of their experience Souvenirs- item that reminds you of a place you have visited. Responsible for first cruises Cruises- pleasure trip taken by boat or ship.
Contributing Countries Greece Traveled all over Europe and established colonies Contributions Language: first universally accepted language of international trade. Money: became the standard exchange for monetary transactions.
Contributing Countries Roman Empire Defeated Greece in 146 BC and became the major world power Developed roads throughout their empire After fall of the Roman Empire, travel was dangerous and stopped. Middle Ages Churches offered places to stay Renaissance Rebirth of travel and artistic interests.
Development in the US Major contribution Grand Hotels Motels Restaurant Chains Fast-Food Businesses Franchises 4 Types of Travel Stagecoach Railroad Automobile Airplane
*GROUP WORK* Read and create notes for your assigned section. Make sure you include information about the first establishments and evolution of the industry Include vocabulary words
Inns for Stagecoach Travelers 16oo s- routes established Inns developed along routes Traded tired horses for rested ones (30 minutes) Meet and discuss politics/issues. Used for recruitment of soldiers during the American Revolutionary War. 1 st Hotel: City Hotel in New York Built in 1`794 $2/night
Grand Hotels for Railroad Travelers 1800 s development of railroads More comfort and less time Railroad Boom lead to first grand hotel Tremont Hotel in Boston in 1828 Hotelier: owner or manager of hotel Bellhop: take your bags to your room First places to use new technology Steam heat, elevators, electric lights European Hotel- Savoy Hotel Owned by Cesar Ritz Auguste Escoffier (chef) US-Statler Hotel chain Developed service rules
Motels for Automobile Travelers Motel combines basic hotel services with convenience Near highway Kemmons Wilson Developed the Holiday Inn chain Built on the edge of the town Cheaper land
Airport Hospitality for Air Travelers Commercial Jets in 1958 Hotels in center of town started to decline Airport hotels and restaurants were growing New vacation spots International travel grew Worldwide Corporations
Hospitality Today 4 Challenges Managers can Control Delivering Consistent Service Diversity of the Workforce Accommodating Special Needs Impact of Seasons
Delivering Consistent Service Success or failure depends on quality service- meeting or exceeding the customers expectations Consistent quality service is even more difficult to provide 2 Ways Managers Ensure Good Service: Procedures-develop and implement the policies Training-make sure everyone knows the procedures
Diversity of the Workforce Workforce is changing because the world is changing In the past, white males made up the largest part of the workforce. Now, women and minorities are entering the workforce in larger numbers. Diversity- word used to describe a group of people from a variety of backgrounds, cultures, religions, beliefs and languages.
Role of the Employer Help all employees Learn to work together Programs to support employee Opportunities for education, career and professional development Transportation to and from work Assistance in learning English Accessibility, career development and opportunities for advancement Retraining of job skills Daycare referrals or assistance Flexible Schedules
Accommodating Special Needs Special Needs includes: Medical conditions- Diabetes Physical disabilities- Wheelchair Mental disabilities May need special training, physical help Managers and coworkers must be patient and have good communication and problem solving skills Preferences based on religion, health or circumstances Americans with Disabilities Act- Public buildings be accessible to people with disabilities Accessible- able to be entered AND used by a person Examples- Ramps, Braille
Impact of Seasons Peak Seasons- seasons with highest demand Off-Peak Seasons- seasons with lowest demand Depends of Location During winter, demand in Chicago is low During spring/summer, demand in Ft. Lauderdale is high. Family Hotels are busiest during summer and December holidays. Business Hotels are slowest during these times because more people are taking vacations. Problems- staffing, slow business Solution- temporary staff, holiday help, lower prices to attract customers, marketing techniques
Factors Affecting Success Weather Political Conditions Economic Conditions Globalization
Weather Certain seasons-hurricane and tornado- cause declines in service and damage to property Resorts develop policies to protect them from the impact of bad weather No refund policies
Political Conditions War or unstable politics-no travel Sept. 11 th attacks on NYC and Washington DC affected worldwide travel For 3 days, no planes flew in the US International flights were rerouted For months, airport travel decreased due to fear Decline in travel for tourism Las Vegas and NYC suffered major economic loss- billions of dollars Because of 9-11, increase in concern about airports and transportation security Nov. 19, 2001- Aviation and Transportation Security Act was passed Makes airport security a federal responsibility
Economic Conditions Conditions rise and fall in cycles but those cycles are not regular Recession or Contraction- Period when the economy is slowing down or doing poorly. People have less money for leisure expenses and have to focus on their needs Hospitality is the first industry to be hurt and the last to recover. Why? Expansion- period when the economy is growing and doing well 1990 s- US experienced longest economic expansion in history
Globalization Process in which the economies of different nations become interconnected Global Economy- worldwide economy composed of its interconnected economies of all the nations 1990 s- Thailand experienced a major crisis leading to a recession around the world Before globalization, each country s economy was separate from others Transnational Corporation- Corporation that has major operations in several countries. Sign of a good economy is continued expansion
Trends for the Future Allows you to make fairly good predictions Comes from researching different materials Newspapers, magazines, professional organizations Help hospitality industries come up with special deals, promotions and services to offer. Trend- general direction in which something is moving In hospitality- direction in which customer preferences are moving. Fad- something that is extremely popular, but for a short amount of time Trend Research /Consumer Research- performed by marketing professionals Count how many people are buying specific goods and services at a specific point in time. Six months later, they count again. Past Trends Noticed- Use of Laptops Hotels offered internet connection and advertised this amenity.
4 Types of Trends Demographic Trends Social Trends Lifestyle Trends Technology Trends
Demographic Trend Demographic- study of characteristics of a population of people Age, income, ethnicity Subgroups- Demographic characteristic that is broken down into smaller groups Major Demographic Trends: Increase in the number of people over 65. Retired and like to travel Fastest growing part of the hospitality market Increase in the number of young people, 18-24, who travel
Social Trends change in the structure or beliefs of the society Recent Trends: Family Structures Gambling
Lifestyle Trends Change in the way people live their life Recent Lifestyle Trends: Concern for health Impulse Buying Last Minute vacation plans Desire to Learn and have new experiences Change in accommodations
Technology Trends Recent Trends: Computers ipod, ipad, iphone Streaming of movies Software Websites