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Successfully business always take pride in making sure their customers ALWAYS come first no matter what. Success in service, 70% of Americans and Canadians economies are engaged with service industries. Guest are key, a guest is someone who receives or benefits from the output of someone’s work. That’s where employees have to have experience and good attitude to make the guest comfortable. To focus on great team effort there’s always a great leader to make things happen. Service and TQM, is a participatory process that empowers all levels of employees to work in groups to establish guest service expectations and determine the best way to meet or exceed those expectations. Also what else is interesting is the Disney approach,âWe create Happinessâ which should be every Restaurant & Hotel because everybody enjoys Disneyland the smiles, laughs & the great time they have while experiencing that moment. Experience, having gain enough in many different areas will help you decide what career path to take.
Behind the hospitality industry there is a philosophy. This philosophy includes sustainable hospitality, moments of truth, focus on service, and total quality management. These factors help us to understand how much success in this field relies on the satisfaction, happiness, and expectations of the customers. As our age in technology continues to advance, being able to communicate well with people is becoming more and more extinct. Hospitality and Management engages us in being able to provide service to others through our body language, smile, guess contact, respect and motives. This can be offered to customers as well as fellow company members who benefit from others output of work. Disney has an excellent promotion of âWe create Happinessâ which is an excellent mission statement for guest service, which all hospitality services should aim to achieve.
Disney states, âWe Create Happinessâ and thats their mission for all the people and children who are visiting Disney World or Land. People who manage the places work hard in order to keep others satisfied and want to come back. Its not easy to get hired over there because they have high expectations and in my opinion thats how it should be because thats what makes a place look the way it is right now. In hospitality management, our goal is to keep our clients happy no matter whether its a hotel, restaurant, an amusement park, etc. Not every place sets a goal like that. Some don’t care about their customers because they are so popular that they already know that they will always have people and thats one of the biggest mistakes they can make. A lot of places are connected with hospitality management and its a very interesting field to be in.
Liz Cardenas
Chapter 1 part 2 Summary
February 9, 15
Disney is a magical place where you can enjoy and relax. Their mission statement is simple â We create happinessâ That explains why they are so successful in their industry. Disneyland is a place that many families visit every year. For Disney good service means better business, good tips, means a better quality of life and of course more money. They focus more on customer service rather than just making money. â You reach a point where you donât work for money â Walt Disney. He explains that running a business means more than just doing it for the money. They put their magical spell in their business and that is called love, dedication and perseverance. Their mission is to create incredible memories in their guest. Their service model is very simple such as smiling at the guest, making eye contact, value the magic, and respect. I learned that for a business to be successful, customer service is very important.
In the hospitality industry, you learn that you are always “on”. This means that you are constantly representing someone, the business they work for or even their own business. The hospitality industry takes pride in caring about others. In order to care for others one must participate and get involved to show their dedication and interests to the guests. It is better to have experience in several areas so that you can Cross- Train. Cross – Training is when you go through a combination of positions. Progression is a great opportunity for workers to advance to higher positions so they should want experience to help improve their chances of progression.
Disneyland guest services are very strict and structured. They are serious about their brand and want the people they hire to take it seriously also. The Disney mission statement is simply: “We create happiness” and although it may be short and to the point, it has great meaning behind it. As a worker, Disney expects nothing but the best so this means beginning with a smile, making eye contact, respecting everyone (especially guests), etc. There are five steps of leadership demonstrated in Disneyland. First, set expectations and standards. Secondly, speak about what you expect by giving examples and demonstrations so that the employees can clearly understand what is expected of them. Next, you must hold members responsible for their actions and what comes out their mouths. Also, you should coach through honesty and have direct responses to the employeeâs performance. Lastly, as a leader you should always try to recognize, reward and celebrate the success the workers. These steps are not only important to Disneyland guest services but also important in the hospitality Industry to help someone become a leader or make someone a stronger leader. Remember that there is always room for improvement.
Every hospitality organization has thousands of moments of truth every day. About the focus on service is that they suffer from an overreliance on technology so that service providers are often not motivated to give great service. On way to help improve service is through Total Quality Management. The Disney mission statement is simple: âWe create happiness.â This shows that every restaurant and hotel wish everybody enjoys Disneyland the smiles, happy and have great time they have while experiencing at that moment. And the Disney Service Model should be: It begins with a smile; Make eye contact and use body language; Respect and welcome all guests; Value the magic; Initiate guest contact; Creative service solutions. Final, the hospitality industry is a service industry; this means that we take pride in caring about others as well as ourselves. Ensuring that guests receive outstanding service is a goal of hospitality corporation.
The key success of hospitality is to provide outstanding guest satisfaction, which leads to a guest or customers loyalty and profit to the business. To win a customer back in the future, hospitality organizations need to apply the philosophy of ethics, morals, fairness, and equality. Also, these organizations should also preserve the natural resources that made possible the economic prosperity of the industry by promoting a sustainable hospitality.
Frederick Taylor postulated that any process could be perfected. In order to achieve that perfection, the process had to be tested. Management was now able to control the quality process and prevent errors once the organization adopted the process of The Total Quality Management (TQM). This process changed the hospitality industry because it did not just empower all level of employees, but it also was a way to meet and exceed expectations. It improved companies to reduce waste in their cost reductions and give room to improvement since it is a continuous process. But, did this process work and is it considered efficient?
Since October 1, 1979 Disney has been creating âhappinessâ. Disney world is one of the best examples of companies that use the TQM process to achieve excellence. They understand their product and the meaning of the brand making the guest services satisfactory for the guest. They understand their customers and anticipate their needs. They are loyal to their service model of valuating the magic and creating service solutions and last but not least their steps of leadership are concrete, clear and rewarded to all employees, promoting the celebration of success.
If we see ourselves creating happiness for people, the hospitality industry is for us. It might not be easy since a career path does not always go in a straight line. To succeed in the business we need to measure our current strengths and weaknesses and determine what we need to improve in order to reach our goals. We also need to continue improving with education and training, also making ourselves available to participate in activities that promotes our field while in school such as clubs, internships, conventions or even work experience. And remember the Disney model: Always begin with a smile and a good attitude!
Marjorie Silva
Chapter 1 23-46.
Internships and work experience is always a good way to gain experience in the areas you are seeking. Exploring different paths can help you decide which path you will like to take in your career. Hospitality is all about caring about others and taking pride in doing so. A good GPA is something that recruiters really look at. A self-assessment is a good way to learn what things you need to improve on, and it can show you a link between where you are now and when you want to go in the future. Getting involved in campus activities can show that you are a dedicated person.
Disneyâs mission statement is â We create happinessâ. Not only do they make this statement but they express it through their actions. Every employee knows their job through past experiences and prior knowledge and it helps with the interactions they make with people. So basically, the more experience you have the better knowledge you have about your career choice. As a student, you would first start off with your hard work in school that will result to a great GPA and getting involved in campus activities. These things show the determination and focus one person can make to achieving their career goals.
What Iâve learned from this second part of chapter 1; the way to obtain a high position in a field it is best to be cross trained. That way you will have the experience needed to oversee the different sectors. Career paths do not always go in one straight line, one might have to take different routes and do other things before they get into the position that they want. What doing things outside of you desired position can do for you is prepare you and possibly give you a upper hand, also a great way to gain experience is to do internships If taking catering to others is of importance to you and you also have good work experience, a positive attitude among other qualifications then the Hospitality Industry might be a good fit for you.
The Disney approach is to create happiness. For this is necessary to hire the right people who can help create this for the guests. It is important to serve the guest with a smile, respect, and good communication. It is necessary to induce a good quality guest service through providing expectations, communicating well, give responsibilities, coach well and reward. Moreover, I think that I can improve in my communication skills by doing so effectively and clearly. Furthermore into the topic, some professional organizations in hospitality are: National Restaurant Association, the global advocate of hospitality and tourism education, Professional Convention Management Assn and more. Last but not least here are some trends that there are in the field now: globalization, safe and security, diversity, service, technology, legal issues, changing demographics, price value, and social media sanitation.
Disney seems to be the ultimate establishment to base your understanding of how a service industry should be. The fact that as an employee, you should feel the need to engage with the customers rather than essentially avoid them, simply shows how serious your devotion should be in order to work within this company. I once worked for CVS pharmacy, and even though there would be times in which I would be approched when I was not on duty, I would still feel compelled to help a customer. This would definitely not be the case with my peers. As was said during our lecture as well, the fact that you are “Always On” is something that I believe should be at least practiced within all hospitality fields. When I was in Disney world for the first time this summer, I definitely felt that the workers were happy to be there and even happy to help me in any way. This was their goal, to make the experience there a wonderful memory, and it showed. Also the fact that I proposed there had every employee congratulating my fiancĂ© at every turn, which made her feel even better.
In the world of Hospitality Management, there are many key players who participate by completing the role given to them. A major faction consisting of people/students, those of us in college who are currently studying this management. Our roles are to get involved with the industry as soon as possible, therefore allowing new experiences to sink in early. Good ways of doing so, is to get an internship, volunteer or apply for a job in the Hospitality field. Participate in professional activities hosted by this industry. Explore the several different jobs available in this industry, to further your knowledge of what you would like to pursue in the future and to start prepping as soon as possible (now). Employees look for a good GPA, a friendly attitude, lots of experience in HM and involvement of its activities, inside and outside of school. It is good to know your own strengths, as well as to admit your flaws, so that you can improve. Lastly, always have a goal set up, because if you aim for nothing; you will achieve it.
(aka you will achieve nothing in return for aiming at nothing.)
The Disney approach means creativity, and the simple of happiness. That explains why all kids and adult love Disneyland. Including all the guest works in the Disneyland, they manage the places work hard in order to keep others satisfied. Guest service is really important. Hiring the right people, and communicating the tradition of services to all cast customers. The hospitality industry is a service industry; we take pride in caring about others. Especially, for people who work in this kind of job. A good way to gain experience in many areas is an internship and work experience. Exploring different areas of the hotel will help you better decide what career path to take. Therefore, to determine and focus can make people achieve their goal.
This key to any successful business is to have great customer services. Which leads to a guest or customerâs loyalty and profit to the business. Disney mission statement is to âWe Create Happinessâ the way they make this happen by using the Disney service model. Where all employees know it begins with their smile a smile can tell a customer a lot about you and the business. Itâs always good to make eye contact with your guest letting them you that you are aware that they are in the building. Most importantly we have to Respect and making sure all guest feel welcome itâs always good to have a creative service solution. After training your employees, now that they know the expectations and standards always give feedback and celebrate their success. Have experience is the key to growing in any company; you would have to work in many different fields to get where you want to be. Everything comes with hard work; we have to always try to make ourselves better in any way. We have to work on all our weaknesses and strengths and determine what we need to reach our highest goal.
The second half of chapter 1 focused on how to maximize the chances of success in the service industry. It began by talking about the various ways that Disneyâs employees âcreate happinessâ. It is interesting to see the Disney service model because it doesnât have anything that is particularly outlandish (except to value the magic). Everything that Disney asks of its employees seems obvious to anyone in the service industry, such as maintaining eye contact and respecting all guests. However, it is rarely taught.
As the chapter goes on, it expresses the fact that careers, particularly in the hospitality industry, often do not always go in one direction. People progress from one position to another moving into different aspects of the same business. This is very important because when one moves up to General Manager, it is crucial that they know the ins and outs of most of (if not all of) the aspects of every position in the business. For example, in a hotel the GM would have to know about the housekeeping, the food service, the bar, what the hotel offers, etc. This type of know-it-all progression is known as cross training. Sometimes, you will have to self-assess yourself, measuring out your own strengths and weaknesses in an attempt to improve on weaknesses. A good way to do this is through internships.
When the chapter is just about to wrap up, it stresses the need for people who are service oriented and who âwalk the talkâ. In order to be successful in the industry, people need not only good work experience, but also a positive attitude, and a good GPA never hurts. The most important thing though, is being involved. Participating as much as you can either on campus, through hospitality and tourism organizations, or organizational events will really maximize the chances of success because participation shows ones commitment to the industry.
In the second half of chapter one, they focus on the success of the industry. Disney is the example they use. The moto that the employees follow is âcreate happiness.â In the industry no other company expresses the meaning of hospitality like Disney. In the hospitality industry there are many different directions you can go. People are always finding new ways to move up in position. The chapter stresses that people in this industry need to be able to âWalk the Talk.â Knowledge and smarts arenât always the way to go about your job. You need to have enthusiasm and a positive passion for the work you do and the customers you deal with. It is our job to make sure each and every customer is happy. We are being paid to make sure that the customer is paying for what they deserve.
Chapter 1 part II
The hospitality industry is a huge service industry.
By participating in internships we can learn a lot of things. The aim of your internship is to learn the policies, systems and procedures in place for each department you work in. The more we learn the more skills we have. It helps us that advance position from to another. It is also good for us to have experience in several areas. Through experience, we gain a knowledge , how to behave, how to treat our customer . As employees, we must do our duty honestly, always treat customers with a smile. Excellent customer service is vitally important in the hospitality industry .We have to make people happy. Our task is to make them feel very good.External customer’s satisfaction measures a company’s success , because people pay for our service.
According to Disney the way to success is to “create happiness “. Happy customers are loyal customers. I can absolutely agree with this statement .I think this is really important to keep customers loyal by focusing on them at all times.
Disney’s approach to guest service includes hiring, training leaders, and communicating their standards and traditions to all staff to measure guest satisfaction. Their service model involves a lot of comfortable body language when making contact with guests. As leaders, they recognize and celebrate their staff’s success, but also hold them accountable with any negative feedback. I learned that in order for me to manage my own hotel one day, I must experience working in all of the hotel’s departments and find out my strengths, and weaknesses. Three trends that I wasn’t aware of in the field were technology, legal issues, and social media. Disney’s mission statement is “We create happiness,” that is why it is called the happiest place on earth!
After reading the second part of chapter 1 I got things can be so simple, yet attention grabber for the customers as well as with the employees. Which is the mission statement that behind it , it means much more to the employees about satisfying the guest. Disney uses “We create happiness” which I feel like its there to always remind them what is the goal on behalf of the customers and making their time with disney memorable based on how they were treated by the stuff. I also believe its for a team to understand as one and what are they trying to achieve. Career goals was about working your way to the top with knowing how to do different positions is extremely beneficial. I also learned that the hospitality industry is about making yourself known, networking, and doing internships.
staff*
Chapter 1 (Cont.)
A high standing GPA is not enough to be a general manager of a hotel or restaurant. In fact, a GPA is only a small requirement. In order to be a great general manager, one must present themselves with the “Disney Service”. It’s all about customer service and knowledge in the fields. When one has experience in the fields and is familiar with it from either internships or past jobs, being a general manager won’t seem as difficult. For starters such as myself, joining a club on campus would seem like the perfect beginning.
After skimming through the power point, it appears that hospitality is all about providing great customer service to guests. Disney trains their employees to provide the best customer service and their leaders to maintain this perfection. People looking to get into the hospitality business take a self-assessment to determine their strength and weakness to see what they need to improve in order to improve their goals. It is also important to go out and get involved in on-campus activities and participate in organizational events.
Living close to Disney World enabled my family and me to visit the parks. I was always amazed how Europeans would save money for years in order to take three to four weeksâ vacation. The smiles and sense of comfort can be seen from a distance. A constant no worries look, as if one had died and gone to heaven. Disney has strict policies and most employees have to walk an average of one to two miles just to begin their shift. But yet they maintain a can do attitude and a willingness to serve. Hospitality at its finest. The positive attitude is a reminder that one can display a calm, cool collective attitude with just a vibrant smile that is contagious. Mr. Disney created in Orlando, Florida something different from Disney Land in California. He realized that in California real estate was quickly purchased surrounding Disney Land and in a sense created traffic jams and (toxic) attitudes upon arriving to the park. Not a great way to start your day. To prevent this from happening again he purchased thousands of acres in Central Florida; creating a grand, calm and peaceful entrance. What a mind! A service industry that continues to put people first and lead by example.
Chapter 1 Part 2
We start out reading about one successful business; Disney. What makes them successful? They have many different tactics that makes them very successful. One of these tactics is having a mission statement. Many companies and corporations have a certain mission statement in order to grab customers attention. Disney mission state is “We create happiness”. To me, this is a very powerful statement because Disney can back this up with their service and leadership. In order for customers to come back, you have to leave a great impression for them to come back. For Disney, it is there spectacular service. I feel like I agree with Disney concepts because every company needs good service. I believe that is one important factor in order to have customers come back.
After going through the end of chapter 1 the most important thing that I found interesting was the Disney approach for guest service and Disneyâs 5 Steps of Leadership, the steps are what makes good guest service in the hospitality industry. The five steps of leadership include to provide a clear expectation of standards, communicate and also demonstrate, feedback, direct feedback and also recognize reward, and celebrate success within the industry. These steps make Disney employees successful though out there career in the hospitality industry if they go by them. In order to become a general manager or moving up in the industry of hospitality you would have to know people and by doing so it create internship opportunity given to you so you can build your self up to become successful. This is what I found very interesting in the end of chapter 1 about Disney and how to start off with good work experience to become successful.