Chapter 1

Question 1

What are the characteristics of the hospitality industry?

Answer 1

Guest satisfaction, intangible services, inseparability, and perishability

Question 2

What needs to happen to achieve success in service?

Answer 2

Focus on the guest, understand the role of guest service, remember that we are all serving someone (the dishwasher has a server as a guest), emphasizing high touch instead of high tech, thrive on change; constantly improve the guest service

Question 3

Explain the Disney approach to service and the service model

Answer 3

Disney looks at the business from the guest’s perspective; they want everyone who comes to Disneyland to encounter exceptional service, the employees are more like cast members

Question 4

Describe the interrelated nature of hospitality and tourism

Answer 4

Hospitality and tourism go well together because people want to encounter great service and hospitality when they travel