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Questions and Answers
What is the primary focus of the Hospitality Industry?
What is the primary focus of the Hospitality Industry?
Which term refers to the feeling of being welcomed, valued, and cared for when interacting with a service provider?
Which term refers to the feeling of being welcomed, valued, and cared for when interacting with a service provider?
What does the term 'Perishable' mean in the context of the Hospitality Industry?
What does the term 'Perishable' mean in the context of the Hospitality Industry?
How many primary areas does the Hospitality Industry have?
How many primary areas does the Hospitality Industry have?
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What does 'Inseparable' mean in the context of the Hospitality Industry?
What does 'Inseparable' mean in the context of the Hospitality Industry?
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Which characteristic of the Hospitality Industry refers to the efforts made by businesses to ensure a pleasant customer experience?
Which characteristic of the Hospitality Industry refers to the efforts made by businesses to ensure a pleasant customer experience?
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What does 'guest satisfaction' measure in the hospitality industry?
What does 'guest satisfaction' measure in the hospitality industry?
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What is the primary responsibility of middle managers in a hotel business?
What is the primary responsibility of middle managers in a hotel business?
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In hotel management, what does the 'controlling' function involve?
In hotel management, what does the 'controlling' function involve?
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What is the role of a manager according to the text's definition?
What is the role of a manager according to the text's definition?
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Which managerial role requires managers to represent and speak for their organization?
Which managerial role requires managers to represent and speak for their organization?
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What does the 'planning' function in hotel management involve?
What does the 'planning' function in hotel management involve?
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Study Notes
Hospitality Industry Overview
- The hospitality industry is a broad category of fields within the service industry that provides services to customers.
- The word 'hospitality' is derived from the French word 'hospice', meaning taking care of travelers.
Primary Areas of Hospitality Industry
- Accommodations
- Food and Beverages
- Travel and Tourism
Customer-Centric Approach
- Customers are at the heart of the hospitality industry.
- Focusing on customer satisfaction gives a company the best chance at success.
Levels of Service
- Intangible: the experience and feeling of being welcomed, valued, and cared for.
- Perishable: services cannot be stored or reused.
- Inseparable: customers must interact with the hospitality provider to receive benefits.
- Simultaneous: customers experience the benefits of the service at the same time.
Characteristics of Hospitality Industry
- Shift work: hospitality businesses operate 24/7, requiring employees to work longer hours.
- Guest satisfaction: a measurement of how happy customers are with the service provided.
Management in Hospitality Industry
- Management: coordinating and overseeing the activities of others to achieve efficiency and effectiveness.
- Effectiveness: doing the right thing.
- Efficiency: getting the most done with the fewest inputs.
Hotel Management
- Hotel management involves overseeing the operations of a hotel business.
- Managers: professionals who take a leadership role and manage a team of employees.
Levels of Classification
- Top Managers: responsible for making medium- to long-range plans and establishing goals and strategies.
- Middle Managers: responsible for short- to medium-range plans and leading their divisions.
- Frontline Managers: responsible for specific business functions.
Key Hotel Management Functions
- Planning: setting objectives and determining a course of action.
- Organizing: deciding what needs to be done and prioritizing tasks.
- Decision making: making choices by identifying a decision, gathering information, and assessing alternative resolutions.
- Communicating: creating and sharing ideas, information, and views.
- Human Resources and Motivating: attracting and retaining the best employees and keeping morale high.
- Controlling: setting standards and comparing actual results with these standards.
Manager's Changing Role
- Figurehead Role: managers have social, ceremonial, and legal responsibilities.
- Leader Role: managers manage people, situations, and items effectively and ethically.
- Liaison Role: managers make contacts with people within and outside the company.
- Spokesperson Role: managers represent and speak for their organization.
- Negotiator Role: managers communicate and share ideas to achieve the best interest of the company and its stakeholders.
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Description
Explore the primary areas of the Hospitality Industry - Accommodations, Food and Beverages, and Travel and Tourism. Understand the importance of customer satisfaction and creating unique experiences for travelers.
