Brand management: The idea of organizing and controlling a theme that is consistent throughout
the entirety of a company.
Explicit expectations: Expectations of service that are clearly provided or given by the business.
Chapter 3: Problem Solving for Guest Service
Duty of loyalty: Regarding employees, it implies they have a responsibility to act
in the best interest of the business in all of their actions. This means they should:
want to help, be empathetic,
A witches story: Gabby &
My name is Gabby, Gabby halliwell and this is my sister coralline
halliwell we are witches and we have been one since a year ago im
going to tell you my story of our adventure bing witches.
Coralline: It started
A motion is:
o A request to a judge for relief that is made while a lawsuit is ongoing
Which of the following is not a tort?
o Breach of contract
Law consists of rules enforceable in court that require people to meet certain standards of
Comprehend the importance of
transportation in tourism.
Understand the airline industry and its role
Examine the domination of the automobile
Learn about the role of rail
Tourism in Perspective:
Understand what tourism is and its many definitions.
Learn the components of tourism and tourism management.
Examine the various approaches to studying tourism.
Appreciate how important this indu
Consider Cultural Tourism
A vast range of places, people,
CHPT 16: Tourism Planning,
Development, and Social
Identify the factors that determine the success of a
Relate tourism planning to tourism policy.
Discover what the goals of tourism development
Tourism Policy: Structure,
Content, and Process
Demonstrate critical importance of
tourism policy to competitiveness and
sustainability of a tourism destination.
Outline the structure and content of a
typical policy framework
Tourism Through the Ages
Recognize the antiquity of human travel over vast
Understand how these journeys have evolved from
trips which were difficult and often dangerous to
mass travel for millions today.
Recreation, and Other Tourist Draws
Examine the attractions sphere.
Look at the role of theme parks.
Understand the gaming industry.
Describe public and commercial
Tourism and the Environment
Understand the fundamental nature of sustainable
development and sustainable tourism.
Examine major challenges facing achievement of
Examine concept of ecotourism and its rol
Know the economic generators of tourism.
Realize the economic importance of
tourism in various world regions.
Learn about the lodging and
Learn about current trends in
various lodging operations
Understand the significance of
meetings and conventions
Evaluate future job opportunities in the tourism field.
Learn about the careers available.
Discover which might match your interests and
Know additional sources of information on careers.
Organizations in the
Become familiar with tourism distribution systems
organizations and their functions.
Understand travel agents and their role in the
Consider the impact of the Inter
Managing Quality Service in Hospitality, 2nd Edition
Chapter 1 Key Terms and Definitions
Benchmark organizations Organizations that meet and often exceed customer
expectations regarding service quality and value and that have a high degree of
Chapters 1-4; Exam 1
1. We have transition from a service economy to an experience economy.
2. Guestology can be best defined as the scientific study of how guests behave in
3. Providing a high-quality experience often costs the
The Hospitality Service Delivery
Communicating for Service
Challenge of Managing Information
Managing information systems
Realizing that cues communicate
Adding quality and value through
Involving the Guest:
The Co-Creation of Value
Guests Co-Create Value
Social networking and blogs
Websites for knowledge creation
The Guest Can Help
1. Define roles
2. Set clear expectations
Training and Developing
Employees to Serve
Training at Starwood Hotels
Training at Disney
Wall-to-wall training at SAS
Len Berrys Five Training
Focus on critical skills and knowledge
Importance of the Leaders
Culture and reputation
The managers most important
The Importance Of Culture
Strategy and Employee Commitment
Commitment and und