接待服务业复习提纲[精选].pptVIP

Introduction of hospitality management Chapter 1 introduction 1. What is the definition of hospitality? Definition of hospitality: A contemporaneous human exchange, which is voluntarily entered into, and designed to enhance the mutual well being of the parties concerned through the provision of an accommodation, and /or food, and/or recreation (Brotherton 1999, p.168) . 3. Identify the deference of service and product in hospitality. service cannot be inventoried service cannot be readily displayed or communicated pricing is difficult and complex customer satisfaction depends on employee action difficulties arise in synchronizing supply and demand of service 4. what are the characteristics of the hospitality industry? First, hospitality cannot be delivered without the presence of customer. Second, its economic activities are seasonal which implies a great flexibility. Third, all hospitality operations require a combination of manufacturing expertise and service skill. Fourth, the industry is labor-intensive and it requires accurate forward planning of temporary employment. 5. Give the definition of hospitality management. The professional management of hospitality exchange process in a commercial environment (Brotherton Wood, 2000). 6. the roots of the hospitality management is the hospitality operation process and relationship between hosts and guests. 7. what is the theoretical framework for study of hospitality management? The social domain of hospitality The private domain of hospitality The commercial domain of hospitality The social domain of hospitality considers the social settings in which hospitality and acts of hospitableness take place together with the impacts of social forces on the production and consumption of food /drink /accommodation / and entertainment . The private domain of hospitality considers the range of issues associated with both the provision of the “trinity” in the home including host, physiological and psycholog