Introduction to the Hospitality Industry

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Introduction to the Hospitality Industry

• HRT 101
• Dr. Ben Dewald

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Outline

• Self introduction
• Course Materials Needed
• Role of Lecturer
• Course Syllabus

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Dr. Ben Dewald Dr. The World

• Born Holland
• Junior High Mexico
• French Hotel School
• Cal Poly, Pomona
• Over 10 yrs international, (Europe, Mexico, USA,
  HK) hospitality experience

• HK PolyU 9 years
• Masters in Training
• Doctorate in Education
• Cal Poly 2002

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Your Background

• Work/Training Experience.
• Please highlight any Hospitality, FB, Tourism,
  and guest contact related experience
• Circle Emphasis Area
• Employer
• Position
• Dates
• Responsibilities
• Hospitality Training
• What do you expect to learn in this class?

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Office Hours

• Office Hours
• MW 2-4 PM T 2-3 PM
• bdewald_at_csupomona.edu
• Office 79-116, Ext. 2960

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Course Description

• An overview of the hospitality industry including
  food and beverage, lodging, travel and tourism,
  clubs, and customer service.
• Topics include a brief history of the industry,
  career opportunities and curricular choices, an
  overview of the food service, lodging,
  travel-tourism and club industries, as well as
  the fundamentals of delivering quality customer
  service.
• (No prerequisites)

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Required Text

• Required Text
• Walker, J. (2001) Introduction to Hospitality 3rd
  Ed. Prentice Hall, New Jersey.
• Suggested Text
• Martin, W. (2003) Providing Quality ServiceWhat
  Every Hospitality Service Provider Needs to
  Know, Prentice Hall, New Jersey.

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Information on the Web

• http//www.csupomona.edu/bdewald/
• http//wps.prenhall.com/chet_walker_introtohos_3/

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Course Objectives

• Students will develop the following understanding
  and competencies
• Assess the various career options in the
  hospitality industry in terms of your career
  goals.
• Choose appropriate curricular and professional
  work experience options for desired career
  choices.
• Determine the purposes, strategies, and results
  of the hospitality industry as a whole and its
  various segments.
• Recognize the various components of each segment
  of the hospitality industry and how they
  interrelate.
• Describe and explain at least fifteen customer
  expectations for quality customer service in
  hospitality settings.
• Apply the contents of the course to an actual
  ongoing hospitality setting.
• Assess your skills and the skills of others in
  providing quality customer service. 

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Visits
1 1/9 Ms Marcia Robinson 12-1 PM Panda Room
2 1/14 Mr. Abelman Kellogg West
3 1/21 Donna Dannan HRT Curriculum Overview
4 Restaurant at Kellogg Ranch 1/28 Mr. Richard Powell Lawrys
4 Wed 1/29 Mr. Marriott 10-1130 Disney 29 January 7 10 PM
5 2/6 Ms Levandowski Dining services
6 2/11 Mr. Barajas, GM South Hills Country Club
7 2/20 Pomona Fairgrounds Mr. Henwood
8 R/C HR Manager
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Role of Lecturer

• Lecturer may not have the answers to all your
  questions, but will attempt to obtain answers or
  at least provide you with a reference.
• Problems and solutions vary from project to
  project, and therefore it is impossible to
  provide exact answers that would apply to all
  situations
• Lecturers role is being a coordinator of
  information and a facilitator of class
  discussions

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Course Grading Weights

• Study Guide 10
• Mid-term examination 30
• Final examination 30
• Observation papers (10 ea.) 30

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Academic Integrity

• Cheating and plagiarism are unacceptable and
  contrary to University policy.
• Among other methods, students that are found to
  be copying or that are using written materials
  without giving credit to the original authors
  will receive a grade of F for the course and the
  incident will reported to University Officials.
• This sanction applies to those who give
  information as well as those who accept it.

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Extra Credit Opportunities

• Set up Cal Poly e-mail, and if you have a
  personal e-mail you use primarily, set up Cal
  Poly e-mail for forwarding. (See memorandum.)
• Sign-up for Monster Trak (Career Center,
  underneath The Marketplace)
• Mr. Marriott
• Disney Visit

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Observation Paper Assignments

• OBSERVATION PAPER 1
• This is an overview observation of a hotel or
  lodging operation.
• OBSERVATION PAPER 2
• This is an overview observation of a restaurant
  or other type of food service operation.
• OBSERVATION PAPER 3
• This paper is based on observation and analysis
  of customer service in any hospitality setting of
  your choice.
• NOTE You should observe for a minimum of two
  hours.

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Observation Paper Assignments

• 1. You are to be an unobtrusive observer. That
  is, you are to sit and watch and take notes about
  what you see. The OUTLINE FOR THE OBSERVATION
  will help you do this.
• 2. The grades you receive on your papers will not
  only reflect what you say and how well you say
  it, but also spelling and grammar.
•  3. Be sure to note the due dates on the course
  outline because late papers will not be accepted.

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Grading Criteria For The Observation Papers

• A In-depth analysis with a central
  unifying theme and thoughtful conclusions
• B Some new insights and conclusions
• C No insights strictly descriptive
• D Weak description
• Note All papers must be turned in ON or BEFORE
  the DUE date. Late papers will not be accepted.
•