Ch 1 Hospitality Spirit Flashcards
What is the pineapple recognized as since its introduction?
A symbol of hospitality
What is key to being successful in the hospitality industry?
Being service oriented
cant sell when time passed
What does the concept of perishability mean in the hospitality industry?
An unsold airline seat, hotel room, or empty restaurant table
What does inseparability refer to in the hospitality industry?
The fact that production and consumption occur simultaneously
What is meant by “We buy loyalty with service”?
Good service creates customer loyalty. Costs more to get a new guest than keeping current.
When guest interact w EE
What are guest calls for reservations and a guest welcome examples of?
Moments of Truth
Who are internal customers in the hospitality industry?
The employees
What is required for quality guest service?
Understanding our guest’s needs
What is empowerment in the context of hospitality?
A feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization’s success
What is the central focus in hospitality?
Guest service
What does TQM focus on?
Error prevention
What are recruiters looking for in the hospitality industry?
Service-oriented people
What is the concept of protecting natural resources while achieving corporate profitability?
Sustainability
Who first started using the pineapple as a symbol of hospitality?
Sailing ship captains returning from successful trips
Who used the phrase ‘We are Ladies and Gentlemen serving Ladies and Gentlemen’?
Ritz Carlton Hotels
Which ethical perspective says: ‘The ends justify the means’?
Consequentialism
What is true about careers in the service industry?
The service industry includes careers in both private sector and public sector jobs
hrs.open.shift.intang.perish.insep
What are the characteristics of the hospitality and tourism industry?
Long hours, open 365 days a year, a variety of shifts, intangible, perishable, inseparable.
What is ethics in the context of hospitality and tourism?
Moral principles and values used to answer questions about what is right and wrong.
S.H.
Who developed a code of ethics for the hospitality and tourism industry?
Stephen Hall.
Fair =
What does Stephen Hall’s eleven-point code of ethics emphasize?
Fairness and equity at all times.
Cold. Robot. CRAB. Run
What are the seven sins of service identified by Karl Albrecht?
COLDness, ROBOTics, Condescension, Rule book, Apathy, Brush-off, RUNaround. (Cold. Robot. CRAB. Run)
focus.importance.culture.touchvtech.change
What are the keys to service success?
Focus on the guest,
understand the importance of guest service,
build a service culture,
emphasis on ‘high touch’ vs. ‘high tech’,
thrive on change
cost.satisfy.profit
What are the benefits of a successful TQM program?
Cost reductions, increased satisfaction for both guests and staff, increased profits.
Speak. Responsible. Professional. Authority
What does empowerment encourage employees to do?
Speak out about problems and concerns, take responsibility for their actions, consider themselves professionals, have the authority to make decisions when serving guests.
What are the elements of the Disney Service Model?
It begins with a smile, make eye contact and use body language, respect and welcome all guests, value the magic, initiate guest contact, creative service solutions, end with a ‘thank you.’
W. A. F.
Ritz Carlton 3 Steps of Service
- Warm, sincere, use name
- Anticipate & fulfill each guests needs
- Fond farewell, warm good bye & use name
Sustain globes safely B diverse over legal tech
Trends in Hospitality
Sustainability
Globalization
Safety & Security
Diversity
Over tourism
Legal Issues
Technology
(Sustain globes safely B diverse over legal tech)
