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Introduction to Managing Hospitality Experience

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Azusa Kyushiki

on 2 May 2013

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Transcript of Introduction to Managing Hospitality Experience

Management Topic 1:
Introduction to
Managing The Hospitality Experience Hospitality Studies Service, Accommodation,
Food The way of greeting in Japanese Inn One of the Distinctive Features Omotenashi: The Heart of Japanese Hospitality

1. Offering a service without expectation of any
returned a favour.
2. The ability to actualise that idea into an action. Elaborate Food Traditional Japanese Ryokan The Way of Greeting at Ryokan What is
Hospitality Industry
Experience? Definition of Hospitality Economics,
Marketing, Social
Motivation 5 Tips to Become a Successful Manager... 1) Welcome guests with smile
2) Happy employees make a happy hotel
3) Approach social network as an opportunity to engage
4) Make the most of all the online promotions
5) Providing goods & services, as well as running profitable business Example of Good Manager... Hiroko Noguchi (Female GM) 5 star luxury hotel,
located near Mt. Fuji,
area known as natural hot spring,
dog friendly Reason 1
Treat each guest differently Reason 2
Keep her mind open Reason 3
Unique Service Poor Management in Restaurant... Reference List: Evaluation Food Serving Cost Managament Customer Service Hospitality Industry Food & Beverage Accommodation Cafe
Night clubs Motels
Guest Houses Hotels
Motel "In truly hospitable environments guests are looking for something special that gives surprise and delight. This means that the innovation are more likely to be host led and will depend upon the creativity of the host and the staff as performers. It means that they have to interpret the needs of their guests in unusual and exciting ways that create memorable experiences; experiences that encourage guests to return and the guests will be sufficiently excited about to discuss with their friends creating positive word of mouth promotion."
(by Hemmington 2007, pp.14-15) Hospitality Encounter meeting and interaction
between the hosts and guests "The Liberation of Hospitality Mangement Education" Food service warehouse 2006, Restaurant Management tips, Colorado, viewed 4 September 2012,<http://www.foodservicewarehouse.com/restaurant-equipment-supply-marketing-articles/restaurant-management-and-operations/top-10-restaurant-management-tips/c28052.aspx>.
Go, F 1990, ‘Tourism and hospitality management: new horizons’, Journal of European Industrial Training, vol. 14, no. 3, pp.43-48.
Hemmington, N 2007, ‘From service to experience: understanding and defining hospitality business’, The Service Industries Journal, vol. 27, no. 6, pp. 1-19.
Hotel Managers Group Blog 2012, Tips for Successful Hotel Management, California, viewed 5 September 2012, <http://hmghotelsblog.com/2012/05/25/tips-for-successful-hotel-management/>.
I WORK IN HOTELS 2012,SPECIAL EDITION: Successful Hotel Managers Series: Hiroko Noguchi, Moscow, viewed 4 September 2012 <http://www.iworkinhotels.com/special-edition-interviewing-successful-hotel-managers-series-hiroko-noguchi>.
Kinni, T 1999, ‘Experiental Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands’, Training, vol. 36, no.10, p.132.
Kotler, P & Makens, JC, 2006 , Marketing for hospitality and tourism , 4th ed. [Intl.], Pearson Prentice-Hall, Upper Saddle River, N.J.
Lashley, C and Morrison, A 2000, In Search of Hospitality: Theoretical Perspectives and Debates. Oxford: Butterworth Heinemann.
Lewis, RC & Chambers, RE 2000, Marketing leadership in hospitality, John Wiley & Sons, New York.
Morrison, A & O’Mahony, B 2003, ‘The liberation of hospitality management education’, International Journal of Contemporary Hospitality Management, vol. 15, no. 1, pp.38-44.
Pine, BJ II & Gilmore, JH 1998, ‘Welcome to the experience economy’, Harvard Business Review, vol. 76, no. 4, pp. 97-105.
Powers, T & Barrows, C 2003, ‘Chapter 1: The Hospitality Industry and You’, Introduction to Management in the Hospitality Industry, 7th ed, John Wiley & Sons, New York.
Schmitt, BH 1999, Experiential marketing: How to get customers to sense, feel, think, act, and relate to your company and brands, Free Press, New York.
Yelkur, R 2000, ‘Customer satisfaction and the services marketing mix’, Journal of Professional Services Marketing, Vol. 21, no. 1, pp. 105-115.
Williams, A 2006, ‘Tourism and hospitality marketing: Fantasy, feeling and fun’, International Journal of Contemporary Hospitality Management, vol. 18, no. 6, pp. 482-495.
1996, Ryokan, japan-guide.com, viewed 7 September 2012, <http://www.japan-guide.com/e/e2029.html>.
2011, Omotenashi – The Heart of Japanese Hospitality, WAttention, viewed 8 September 2012, <http://www.wattention.com/archives/omotenashi-the-heart-of-japanese-hospitality/>. "Customer do not buy service delivery, they buy experiences;
they do not buy service quality, they buy memories;
they do not buy food and drink, they buy meal experience"
Hemmington 2007, p.6 Definition of Hospitality Industry Definition of Hospitality Management Consumption Experience Economic Offerings
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