HB100-3_Tourism_and__service_overview

HB100-3_Tourism_and__service_overview - HB 100 Session 3...

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HB 100 Session 3 Chapters 1-2
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Chapter 1: Hospitality Spirit There’s more than one view on matters such as these …
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Walker’s “interrelated nature” view
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Others see it differently
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Components of Travel and Tourism Source: Discovering Hospitality and Tourism, 2 nd edition
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Hospitality segments Source: Discovering Hospitality and Tourism, 2 nd edition
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Lodging Source: Discovering Hospitality and Tourism, 2nd edition
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Foodservice Source: Discovering Hospitality and Tourism, 2nd edition
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Other segments Source: Discovering Hospitality and Tourism, 2nd edition
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Pineapple Tradition Internationally recognized as symbol of hospitality – a global sign of welcome and friendship
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Characteristics of HBs …? I don’t agree with author – not all 24/7 x 365 Evenings and weekends Shift work Longer hours “to senior positions”? Compared to what? Medicine? Law? Others?
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What do all HB’s have in common? Service
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Services vs. Products Hospitality “Product” A combination of goods , services , environment and experience that the consumer buys Source: Marketing Essentials in Hospitality and Tourism: Foundations and Practices
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Components of Service Technical Component Includes the organization’s facilities Functional Component Includes the speed at which an employee attends to guest inquiries and the manner in which an employee speaks to a guest Image Component Includes a company’s reputation, which is built through advertising, price, performance, and customer expectations The quality of a service is dependent on all three of these components!
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Success in Service A customer/guest is someone who receives or benefits from the output of someone’s work External customer satisfaction ultimately measures a company’s success, since they are the people who are willing to pay for a company’s services Internal customers are the people inside any company who receive or benefit from the output of work done by others in the company
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heart (back) of house
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This note was uploaded on 04/29/2009 for the course HB 265 taught by Professor Jaemincha during the Spring '09 term at Michigan State University.

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HB100-3_Tourism_and__service_overview - HB 100 Session 3...

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