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Unformatted text preview: Chapter 1 Welcome to the Hospitality Industry- People travel for several reasons; for example, for vacation, work, business …etc. The hospitality and tourism industry is composed of several professions that cater to the needs and wants of people away from home. This includes the broad segments of travel, lodging, assembly and event management, restaurants, and recreation. The hospitality and tourism industry is the largest, fastest growing industry in the world!- Characteristics of the hospitality industry: People in this industry tend to work longer hours as hospitality businesses are open 365 days a year, many 24 hours a day! They may e working when others are enjoying their leisure time. Hospitality businesses produce guest satisfaction, an intangible service. The production and consumption of the service is inseparable , both occur at the same time. The service is perishable , if not sold it is lost forever.- Corporate Philosophy: Corporate philosophy embraces the values of the organization, and stresses such issues as ethics, morals, fairness, and equality. The trend in many hospitality organizations is toward the focus on guest-related services, innovation, and quality. The corporate culture is its “way of doing things”, its overall style and feel. All organizations have cultures; however, some cultures are stronger than others. The mission statement expresses the central goals, strategies and values of a company, and identifies the businesses the company is working in. Organizational goals are broad statements of what a company or one of its units wishes to accomplish. It is a quantification of the mission statement. Strategies are the game plans organizations adopt to achieve their goals.- Service in Hospitality Service is defined as “the act or means of serving”. It is a complex yet critical component of the hospitality industry. The external guest is the end customer of the hospitality services and offerings. The internal guests are the people inside the organization who receive or benefit from the output of work done by others in the company. Reasons for poor service may include: not enough training by companies, less emphasis on education that emphasize service quality, and overreliance on technology. According the At America’s Service book, the “Seven Deadly Sins of Service” are: apathy, brush-off, coldness, condescension, robotics, rule book, and runaround....
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- Fall '08
- Hotels, food cost percentage, House Restaurant Systems, guest service department