Related Literature Review In Hospitality Industry

Hospitality is defined as the friendly and generous reception and entertainment of guests, visitors, or strangers. Hospitality is something that can be seen everywhere, regardless of geographical location, religion, etc. This initially sparked my interest because hospitality is something does not require anything special to do. Everywhere a person goes, hospitality can be seen in some way, shape, or form.

In terms its overall significance of the restaurant industry, almost 10% of the US workforce has employed in this industry & generated 1.5 million new jobs. From global perspective, fast food restaurant's accounts for more than 90% of total world’s sale. At the start of 2012, industry shows a relatively positive trend. However, during the second quarter of the year, it appears to be slackened while reflecting macroeconomic concerns. From global economic perspective, the industry appears to be at the most receiving end, a stronger currency value, uncertainty around the election of new US government, a slightly higher cost of food supplies, a slow-moving labor market & an increased number of restaurants in the industry, all these factors along

The seven Four Seasons “service culture standards” expected of all staff and all over the world at all times are playing a role in Four Seasons’ success. The first is the smile. Employees actively greet guests, smile and speak clearly in a friendly manner. The second is the eye contact, even in passing with an acknowledgement. The third is the sense of recognition by using the guest’s name, when known in a natural and discreet manner. The fourth is the voice. Staff will speak to guests in a courteous manner, avoiding pretention and in a clear voice. The fifth is informed. Staff will be well informed about their hotel and the products and services they

The restaurant industry can be a fickle friend. Business trends directly with the economy and is linked with a dizzying amount of other factors, enough to make any manager go crazy. Yet at the same time the industry is lucrative and therefore enticing. The industry has been a contributing factor in the slow recovery from economic recession and is showing growth in sales (Stensson, 2011). Specifically, the fast food industry if projected to grow at a slightly higher rate of 3.3% over that of the full service industry at 3.1% (Stensson, 2011). With expanding sales comes higher demand and restaurant jobs are estimated to rise by 1.3 million positions by 2021 (Stensson, 2011).

The hospitality and leisure industry hug a variety of sectors and businesses across hotels, restaurants and restaurants, travel and tourism, gaming, sport and leisure. The sector is reliant on the consumer confidence and business sentiment and is facing rising pressure to deliver innovation, value and quality. Hospitality is that business that helps people to feel welcome, relaxed and to enjoy themselves. It is all about customer service and providing the best quality and experience possible for the customers. (Discover Hospitality, 2012)

The restaurant industry has been booming since the 90’s to now. With over 600,000 restaurants in the United States alone, and about 14.4 million employees

More and more people like to eat outside in a restaurant. Restaurant services can help people establish the satisfaction of ingredients, provide considerate services, and save customers’ time. The restaurant industry occupies an important place in the service industry, and because the demand of customers is increasing, the demand on the level of service is becoming greater. The stages of the industry’s life cycle are typically separated into three stages: beginning, maturity, and recession. The restaurant industry is clearly in the maturity stage. For now, people usually can find what they want by using some Apps, and find the restaurants near them. It is convenient for people to eat in a restaurant. The trend of restaurant will be continued in next five years. The charts(4) below showed the restaurant industry sales have been increasing since 1970, and the restaurant sales was $709.2 billion dollars, the sales of restaurant industry included commercial restaurant services, eating places, bars and taverns, managed services, lodging places and retail, vending, recreation, mobile. Commercial restaurant services occupied the most sales from restaurant industry. The major emerging trend in restaurant industry is the way we manage restaurant, more and more technological products were used in restaurant, we use tablet to order food. Restaurant were using advanced technique to have a better dining experience, like the

In this chapter the results obtained from the analysis of data collected (previous chapter) are discussed in relation to the aims and objectives of the study. The study attempts to answer the following research questions:

Using the theoretical framework and previous studies mentioned above the researcher tried to answer the research question

In order to complete the study, research questions were developed with specific variables in order to determine the results

Robert Ford, William Heisler and William Mccreary Cornell Hospitality Quarterly 2008 49: 191 DOI: 10.1177/0010880407306361 The online version of this article can be found at: http://cqx.sagepub.com/content/49/2/191

The research will examine aspect of fine dining industry in Singapore. I will be assessing the competitive strategy of western fine dining restaurant in term of retaining existence customer and attracting new one. In order to identify retaining successful customer I will undertake survey in term of customer satisfaction and willing to pay. I will also interview restaurant’s managers who handle strategy and execution in order to develop attracting new customer. Last I will conclude with a good strategy would help a restaurant

Service attitude is divided into four dimensions: problem solving, empathic feeling, enthusiastic service, and friendliness. Then, the paper discusses the implications for hotel management in the areas of employee recruitment, training, and motivation and how to improve the four dimensions of service attitude to increase customer satisfaction. I will definitely be using this in my paper as it gives specific examples of the cultural differences between three different countries, giving the point of view of a

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.