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HRI 101 Exam One Review Chapter 2: Unique components of hospitality • Product not tangible • Inseparability • Perishability (food in restaurants) Capacity constrained business: Hotels and restaurants only have so much space. Try to shift demands to time when business is low. Service: Meeting customers’ needs Keys to Success 1. Don’t forget who you are 2. Encourage every employee to act like a manager 3. Handle moments of truth 4. Hire good people and keep them happy, hire for attitude over skill set. 5. Guest loyalty 7 Deadly Sins of Service: 1. Apathy: forgetting you are there to provide a service 2. Brush-off: ignoring customers because you are too busy 3. Coldness: 4. Condescension: 5. Robotics: all employees have the same canned response 6. Rule book: 7. Runaround: The Disney Example: • “We create happiness” • Customers are referred to as guests
• Employees are cast members • One day orientation called welcome to show business • Every job is important Disney’s 4 Basic Service Priorities: • Safety • Show • Courtesy • efficiency Chapter 4: Industry Associations: The National Restaurant Association: • The NRA sends out periodicals monthly to keep their members informed. • They also have and annual trade show in Chicago in May. • This is the largest restaurant show in the country; it allows industry people to network. Associations in the hospitality field may be organized on several different levels. • Associations may be created to meet the needs of individuals, businesses or organizations of one specific area. •
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