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Intro Hospitality
| Question | Answer |
|---|---|
| What is hospitality? | Hospitable treatment, reception, or disposition toward guests. |
| What is tourism? | Travel for recreation, business, or other purposes, including the promotion and arrangement of travel. |
| How are hospitality and tourism interrelated? | Hospitality provides lodging, food, entertainment, and services; tourism brings travelers who spend money on those services. |
| What does "perishable" mean in hospitality? | A service cannot be stored or saved for later; an unsold hotel room or restaurant seat represents lost revenue. |
| Why is service important in hospitality? | Good service creates guest satisfaction, repeat business, loyalty, and positive word-of-mouth. |
| How can hospitality service be perfected? | Understand guest needs, pay attention to details, respond quickly, and consistently meet or exceed expectations. |
| What are the three ethical questions in the Stephen Hall Code of Ethics? | Is it legal? Is it balanced/fair? How will it make me feel about myself? |
| What does "Is it legal?" mean in the ethics test? | Ask whether the action violates the law, civil law, or company policy. |
| What does "Is it balanced?" mean in the ethics test? | Ask whether the action is fair to everyone in both the short and long term. |
| What does "How will it make me feel about myself?" mean? | Ask whether you would be proud of the decision and comfortable if your family knew about it. |
| What is the significance of the pineapple in hospitality? | The pineapple became a symbol of hospitality and welcome because it was historically rare and expensive. |
| Where were some of the first purpose-built lodging facilities? | Monasteries. |
| How did coffeehouses shape culture? | They became gathering places for socializing, business, politics, discussion, and exchanging ideas. |
| How did the French Revolution impact hospitality in America? | French chefs and culinary professionals came to America and influenced American cooking with French techniques and cuisine. |
| What is the Disney service model? | A service approach emphasizing safety, courtesy, show/entertainment, and efficiency. |
| What is affirmative action? Policies intended to increase opportunities for groups that have historically experienced discrimination. | |
| What is assembly management? Planning and managing the gathering of people for an event or meeting. | |
| What is the back of the house? Areas and employees that support operations but generally do not interact directly with guests. | |
| What is a bed and breakfast? A lodging establishment that typically provides overnight accommodations and breakfast. | |
| What is catering? Providing food and beverage services for events or groups. | |
| What is cross-training? Training employees to perform multiple jobs. | |
| What is diversity? The presence and recognition of differences among people. | |
| What is empowerment? Giving employees authority to make decisions and solve customer problems. | |
| What is equal opportunity? Providing people with the same opportunities regardless of protected characteristics. | |
| What is ethics? Principles used to determine what is right and wrong. | |
| What is an external customer? A customer outside the organization who purchases its products or services. | |
| What is globalism? Increasing interaction and interdependence among countries and economies. | |
| What is a global village? The idea that modern communication and transportation make the world an interconnected community. | |
| What is guest satisfaction? The degree to which a guest's expectations are met or exceeded. | |
| What are hotels? Businesses that provide lodging and related services to travelers. | |
| What is inclusion? Creating an environment where people feel welcomed, respected, and able to participate. | |
| What is inseparability? The characteristic that a service is produced and consumed at approximately the same time. | |
| What does intangible mean? Something that cannot be physically touched or possessed, such as a service or experience. | |
| What is an internal customer? An employee or department that receives services from another employee or department within an organization. | |
| What are Moments of Truth? Interactions between a customer and an organization that influence the customer's perception. | |
| What is perishability? The inability to store a service for future sale or use. | |
| What is quality control? Processes used to maintain consistent standards of quality. | |
| What are resorts? Lodging properties that provide accommodations plus recreation, entertainment, and other amenities. | |
| What is revenue? Money earned by a business from its operations. | |
| What is the service industry? Businesses primarily providing services rather than physical products. | |
| What is Total Quality Management (TQM)? An organization-wide approach focused on continuously improving quality and customer satisfaction. | |
Created by:
Jennameseraull