Intro to Hospitality - Chap 1

vocab

Hospitality definition

1. The cordial and generous reception of guests

2. A wide range of businesses, each of which is dedicated to the service of people away from home

National Restruant Association NRA

A national association in support of restaurants

Tourism def

Travel for recreation or the promotion and arrangemetns of such travel

Front of the house

Compromises all areas with which guests come in contact, including the lobby, corridors, elevators, guest rooms, restaurants and bars, meeting rooms, and restrooms. also refers to employees who staff these areas

Heart of the house

The back of the house; performing duties behind the scenes

guest satisfication

The desired outcome of hospitality services

intangible

something that cannot be touched

inseparability

the interdependence of hospitality services offered

perishability

the limited lifetime of hospitality products;

ex: empty hotel rooms that weren’t sold

variability

Everyone within the industry has different levels of skills and knowledge, whether they're employees or consumers

return on investment ROI

how well management uses business assets to produce profit, measuring efficiency with which financial resources available to company

hosp industry philosophy

managers counsel associates, giving them resources and helping them to think for themselves

empowerment

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

corporate philosophy

the core beliefs that drive a company basic organizational structure

service industry

a business that does work for its customers

what is service?

the act or means of serving; providing goods and services and to be of assistance

professionalism

the act of conforming to the technical or ethical standards of a profession and also exhibiting a courteous general business manner in workplace

sustainability

the ability to achieve continuing economic prosperity while protecting the natural resources of the planet