Hospitality and Tourism

Name the world's largest industry.

Hospitality and Tourism

What is the major thing Hospitality and Tourism put into the economy?

Money

List three factors that make the people who work in hospitality and tourism diverse.

Age, culture, and religion.

List two reasons might travel.

Recreation, pleasure

Why might the four segments of the hospitality industry work together?

So they can meet customers needs.

Basic Structures of Business

Single Unit, Multiple Unit

Why does a business develop a brand?

it distinguishes their business from another.

Name of the person who sells a franchise to another person.

Franchisor

Person who buys a franchise.

Franchisee

Group of people that belong to the same profession.

professional association

Service

an activity that is done for another

Customer Service

total customer experience with a business

Quality Service

service that meets or exceeds what the customer expects

Customer Satisfaction

the positive feelings customers have about a business that has met their needs.

Consistent Quality Service

Providing consistent good service to customers.

Guest

Someone who purchases products or services from a hospitality business

Critical Moment

a critical moment is a time when the customers experience makes a bigger impact on customer satisfaction

Customer

someone who purchases services or products from a business

Empathy

ability to know how another person feels.

Front of the House Employee

employees whose main function is to interact with employees

Back of the House Employee

employees whose work rarely involves interacting with customers

Customer Focused Employee

an employee who can anticipate customers needs

Egypt, Greece, and Roman Empire

three countries that played an important role in the history of hospitality.

Grand Hotel

built to meet the needs of railroad travelers.

Hotelier

owns or manages a hotel

Motel

(invented by the Americans) made to meet car travelers needs. The parking lot is right outside your room.

Hospitality Businesses in a Airport

hotel, and food services

Peak seasons

seasons with the highest demand

Off- Peak Seasons

seasons with the lowest demands

Demographic Trend

changes in the size of a group of people

Social Trend

changes in the structure or beliefs of a society

Lifestyle Trend

changes the way people live their lives

Technology Trend

changes in technology

Amenity

free things you get a hotels. (shampoos,conditioners)