Michigan State University Extension
Tourism Educational Materials - 33209724
06/06/02
Planning the Hospitality Program
Source: University of Missouri
Author: Weaver, Glenn
ID: H003
Getting Started:
Involve representatives from as many groups as possible
in planning the hospitality program. This will help to
gain support for the program and increase community
awareness. Invite: 1) managers/owners of businesses
that serve the public, e.g. lodging, food service, auto
service, mass transportation, travel agencies; 2)
recognized and respected community leaders; 3) members
of service organizations, Chamber of Commerce, business
groups.
Set Objectives:
Decide on objectives and goals and alternate strategies
for accomplishing goals.
Choose a Coordinator:
Select a well-organized, enthusiastic, resourceful
person to coordinate the hospitality program.
Obtain Resources:
Check on what services and resources other schools,
organizations might be able to provide in areas of
hospitality training, information on the community, and
so on; gather relevant information on tourist
attractions, businesses, local history, etc.; assemble
resources for planning and organizing a hospitality
program.
Assign Responsibilities:
Most of the efforts in organizing a community
hospitality program are in three areas: promotion,
training, and follow-up. Assign persons or committees
responsibility for certain jobs:
- Course planning and instruction
- Membership and attendance
- Publicity and promotion
- Budgeting and fund raising
- Evaluation and follow-up
Plan Training Program:
- Set dates, times and locations convenient for
prospective participants.
- Plan course outline: the why, how, and what of
hospitality.
- Choose effective teachers and teaching techniques.
- Decide whether or not to charge fees to participants.
- Develop or acquire resource handbook, audiovisuals,
handouts.
Membership/Attendance:
Decide on number of participants per session, makeup of
groups, incentives for participation, how to spread the
word.
Publicity and Promotion:
The hospitality program is intended to be a means of
achieving good public reactions. Besides building
interest and attracting participation in the program,
promotion is another strategy to improve public
relations, achieve public awareness, and make the
community "hospitality conscious." An effective
promotion and publicity campaign must be carefully
planned. Suggested methods: person calls (very
important), intensive press coverage, mass mailings,
paid advertising. A slogan or logo to focus attention
and create an image in the public's mind can also be
effective.
Budgeting and Fund Raising:
How shall the program be financed? (Contributions from
participating employers, nominal fee to service
employees; donations in time, assistance from Extension
Division specialists, fund raising activities.)
Evaluation:
Evaluation methods should be considered during the
planning stages. The program must be evaluated on the
basis of whether objectives were achieved. Did the
program do what you said it would? i.e. change
attitudes, improve skills, increase knowledge, etc.
What evaluation techniques will determine whether these
changes occurred? (Questionnaires, interviews, visit
participants at their jobs after the training to check
their "hospitality rating.") Participants also need
feedback during the training session.
Written recommendations for improving subsequent
hospitality programs should be assembled, based on the
evaluations, and the planners' assessments of the
program.
Follow-up:
Reinforce the positive changes that the hospitality
program created. Determine ways to keep participants
concerned, involved in hospitality: press coverage;
newsletters can create involvement and keep people
informed of current events; free admission to area
tourist attractions allows participants to "be a
tourist" and also become familiar with the attraction;
some communities have also used lecture series on area
history. Promotion and publicity AFTER the training is
as important as promotion PRIOR to training.
Tourism Development Series
University Extension
University of Missouri-Columbia
Glenn Weaver, State Extension Specialist
617 Clark, Columbia, MO 65211
(314) 332-9511 or 882-3085
This information is for educational purposes only. References
to commercial products or trade names does not imply
endorsement by MSU Extension or bias against those not
mentioned. This information becomes public property upon
publication and may be printed verbatim with credit to MSU
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