Introducing Hospitality

Question 1

How long are hospitality businesses open for?

Answer 1

They are open 365 days a year and 24 hrs a day

Question 2

What are the four shifts?

Answer 2

The Morning Shift - 7:00 a.m. The Midshift - 10:00 a.m. To 7:00 P.M. The Evening shift - 3:00 p.m. To 11:00 p.m. And the night shift - 11:00 p.m. To 7:30 a.m.

Question 3

Does the Hospitality industry depend on shift work?

Answer 3

Yes, the Hospitality Industry depends heavily on shift work.

Question 4

What is Intangible?

Answer 4

Something that cannot be touched. Ex: our product is for the guest’s use only, not for possession.

Question 5

What is Inseparability?

Answer 5

The Interdependence of Hospitality services offered. Ex: the production and consumption of the service product, even though the guest may have there own requests.

Question 6

What is Perishability?

Answer 6

The limited lifetime of hospitality products. Ex: people invest money for us to run a business, and they expect a fair return on their investment.

Question 7

What is Empowerment?

Answer 7

The act of giving employees the authority, tools, and information they need to do their jobs with greater autonomy.

Question 8

Managers Planning?

Answer 8

Where the manager does all work.

Question 9

What is Corporate Philosophy?

Answer 9

Embraces the values of the organization, including ethics, morals, fairness, and equality.

Question 10

Shift emphasis?

Answer 10

From the production aspect of our business to the focus on guest-related services. Ex: Whatever it takes

Question 11

In Managed Services, food services are provided for airlines, colleges, and businesses. What are the demands of meeting these services?

Answer 11

These foodservice operations have the dual challenge of meeting the needs and wants of both the guest and the client. Also the employees have responsibilities very much like those of other restaurant operations.

Question 12

What is Sustainable?

Answer 12

Development that meets the needs of the present without compromising the ability of future generations to meet their own needs.

Question 13

What is Sustainability?

Answer 13

The ability to achieve continuing economic prosperity while protecting the natural resources of the planet and providing a high quality of life for its people and future generations.

Question 14

What is Success in Service?

Answer 14

Given that 70% of the U.S. and Canadian economics are engaged in Service industries.
Exceptional service- the act or means of serving.
Age of Service
We buy loyalty with service

Question 15

What is a guest?

Answer 15

Anyone who receives or benefits from the output of someone’s work.

Question 16

What is a External guest?

Answer 16

The people who are willing to pay for its services.

Question 17

What is a Internal guest?

Answer 17

The people inside a company who receive or benefit from the output of work done by others in the company.
Ex: focus on the guest, understand the role of the guest-contact employee, weave a service culture into education and training systems, emphasize high-touch as well as high-tech, thrive on change- constantly improve the guest experience.

Question 18

What is moments of truth?

Answer 18

How to handle guest encounters.

Question 19

A cup of Kindness is?

Answer 19

• customer service
• enhance the guests satisfaction
• understand the guests needs and wants

Question 20

The Focus on Service is?

Answer 20

• Technology - so that service providers are often not motivated to give great service
• Leaders- who make things happen because they have developed the knowledge, skills, and attitude required to get the most out of the people in their operation
• Leadership- involves change
• Guests- are constantly changing

Question 21

What is TQM?

Answer 21

TQM- focuses on error prevention. Ex: let me fix that before it becomes a problem.
• a continuous process
• participatory process
• empowers all levels of employees to work in groups to establish guest service expectations.

Question 22

What is QC?

Answer 22

QC- focuses on error detection. Ex: try to fix it.

Question 23

Disney mission statement “We create Happiness”

Answer 23

• Hiring- the right people
• Understanding- its product and the meaning of the brand
• communicating the traditions and standards of service to all cast members
• Recognizing and rewarding performance
• Training leaders to be service coaches
• Measuring guest satisfaction

Question 24

What is the Disney Service Model?

Answer 24

• It begins with a smile
• Make eye contact and use body language
• Respect and welcome all guests
• Value the magic
• Initiate guest contact

Question 25

What is Disney’s 5 Steps of Leadership?

Answer 25

1. Provide clear expectations and standards.
2. Communicate these expectations through demonstration, information, and examples.
3. Hold cast members accountable for their feedback.
4. Coach through honest and direct feedback.
5. Recognize, reward, and celebrate success.