Chapter+1+Exercises

Case Study: 1. The customers of a family-style restaurant would maybe be couples by themselves or families with their children since it is of course designed to be visited by families that want somewhere to go out to together. Theme parks would have a lot more kids than the family-style restaurant.

2. The restaurant at Knott's Berry Farm served biscuits with preserves that came straight from the fruit that they grew themselves on their own berry farm. They also built a ghost town near the restaurant to be more entertaining. Disneyland has more restaurants than Knott's Berry Farm and does not serve their own grown food at their restaurants. They also have more attractions that Knott's Berry Farm to attract more children.

NOTES: At Your Service: If the service was unsatisfactory in a restaurant, I would not complain. That would probably cause a scene and I wouldn't want to offend anybody working there. I would simply just not return and tell people I know not to go there because of the bad service. Not every restaurant is great and by going to different restaurants, you learn that. So when I come across a restaurant that isn't so great, I wouldn't make a big deal about it. I would just not go to that restaurant again because I know that it does not have very good service.

Hot Property: Walt Disney World has five total theme parks, two water parks, hundreds of dining areas, and thousands of hotel rooms that attract many people every year. To ensure that people will keep wanting to come to Walt Disney World, the marketers look for tourism trends in the target demographic group and then make their resorts more suited for the potential customers. One example of this is how Walt Disney World created their Magical Gatherings Program in 2003 after they observed how groups of families and friends traveled together on cruise ships.

Quick Check in Section 1: 1.) The segments of the hospitality and tourism industries include lodging, food service, travel, tourism, and sports and entertainment events.

2.) Goods are tangible products that are offered to customers in the tourism industry. Examples of goods are food and beverages and the rooms in hotels. Service is something that is intangible that is a task performed for customers by a business. An example of this is housekeeping where there are hired people to keep your hotel room clean.

3.) The three variables of hospitality and tourism products are perishability, intangibility, and changeability.

Notes: Connect: When it comes to tourism, I think the form of transportation that is most often used is air travel. Most people use it because it is a fast way to get from one place to another and I agree with this. People only use cruise ships for traveling across a body water, so I think it would be less common to use. A lot of travelers choose to travel by airplane because it is easier to fly over the land instead of having to travel through the water. I have most often used the form of transportation that I think is the most popular, air travel.

Notes: Innovators: Conrad Hilton, Auguste Escoffier, and Thomas Cook have influenced modern day hospitality and tourism. Hilton, the founder of the Hilton Hotels Corp., believed in promoting world peace through international trade and travel which affects how the people who work in the hospitality and tourism industry treat the customers. This would make the people who work there want to be nicer to the customers to follow Hilton's way of thinking. Auguste Escoffier believed that the food served to customers should be excellent and all of the cooks should have very developed skills in order to please the customers. He came up with many different methods in order to simplify cooking which affects how the cooks in restaurants behave. Thomas Cook invented the conducted tour, which greatly affects tourism today. Without him, tourists may not be given tours of where they are staying, so he is very important when it comes to modern day tourism.

World Market: Travelers make not take a plane to save time and money for safety reasons. After the 9/11 attacks, people are still worried of terrorists hijacking the planes. However, the airport has increased their security a lot so it would not be possible for there to be another attack like that. Also, people may fear that the plane will have some sort of technical problem and crash which makes them want to travel using a safer mode of transportation.

Case Study Part 2: In response to Disney's Mickey Mouse, the Knott's Berry Farm licensed characters from the comic strip //Peanuts// to provide a theme for Camp Snoopy. It was the very first theme park area made exclusively for children. They also included rollercoasters and other thrill rides which Disneyland did not include. Other innovations included seasonal events, such as the Halloween-themed Knott's Scary Farm and Christmas-related Knott's Merry Farm. Knott's Berry Farm targeted children by including all of these things.

Profiles in Hospitality: Captain John Rigney is the president of the company Blue Water Excursions. He owns and also operates a boat called the Huron Lady II. It is 73 feet long and has two decks. His job is to supervise the staff, shop for supplies, arrange marketing, pilot the boat, clean the boat, maintain the engines, and make the decisions. When the boat is not taking people places, John Rigney is preparing marketing materials, answering the phone and giving information, and taking orders for the upcoming season. He also goes to conferences to research how to improve Blue Water Excursions. Before he was president of this company, he learned how to drive a boat. He also took businesses classes at the community college he attended. John Rigney recommends that people should work for somebody else in a business. He also says that hard work is very important.

Technology like televisions could be installed in each of the rooms where people stay. This could be very entertaining to people who do not want to explore out on the boat so much. Another thing that could be put in the rooms would be internet access.

Tech Notes: I think these airlines want to attract both business travelers and leisure travels by offering technological amenities. Both types of travelers would enjoy the technology on flight, not just people traveling for leisure. However, people that are traveling for leisure may want to have a little bit more fun with the technology on the airplane more than the people who are traveling for business. Maybe the business travelers would want to be more focused during their flight and get work done instead of using the technolgical amenities.

Ethics and Issues: The use of stock photos was definitely not ethical. It is false advertising to show pictures of one location but the actual location is somewhere different. It is taking advantage of people by making travelers think that they are going somewhere when they are actually going somewhere else. Companies should use pictures of the location itself instead of other places because that is lying and false advertising. Quick Check: 1) The tourism industry is a group of businesses that encompass travel/transporation for vendors for air, rail, auto, cruise, and motor-coach travel, and prmote travel and vacations.

2) The term "hospitality" is derived from the Latin word //hospes//, meaning "guest, visitor, or one who provides lodging for a guest or visitor."

3) Three future trends in hospitality and tourism are safety, diversity, and ecology. Internet Activity: The Mount Vernon Hotel Museum is located in New York. This Museum was owned by Colonel William Stephens Smith, and his wife Abigail Adams Smith. It was named Mount Vernon in honor of George Washington's home in Virginia. The museum represents colonial times, back in the late 1700's through the 1800's. Somebody would want to visit a historic hotel to get a feel of how people back then experienced hospitality.

Notes: Thinking Skills:

Safety is a very important concern for hospitality and tourism industries. Both the guests and also the servers of the food-service aspect of this industry are a global concern. Everything must be sanitary in order to protect the guests and the people who work there as well. Facilities such as lodging are also tied into the safety factor because every guest needs to feel safe in their room so increased security is important all over the world. Airlines have also taken more precautions since the terrorist attacks of September 11th, 2001. Airlines have adopted tigehter controls for all passengers all over the globe. Stadiums as well as arenas, another big part of the hospitality and tourism industry of course are a primary concern for safety. People attending the stadiums and arenas have to go through necessary procedures because of the increased security. Although some think of it as an inconvenience, it is very important to the overall safety of everyone. Safety is a global concern for the hospitality and tourism industries.