Chapter one summary

Corporate philosophy : The core beliefs that drive a company’s basic organizational structure.
– Many business owners implement corporate philosophy within their framework.

Empowerment : The act of giving employees the authority, tools, and information they need to do theirs jobs with greater autonomy
– the business owner can can authorize certain people to have empowerment over others .; Manager

Front of the house : Comprises 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.
– most hotel guest people meet at certain places called the front of the house .

Goal : A specific result to be achieved ; end result of a plan.
– A goal for business owners is to come up with alerting strategies and other programs .

Guest satisfaction : the desired outcome of hospitality services.
– Guest satisfaction is one of the first priority of restaurants .

Heart of the house : The back of the house .
– most hotel room windows are faced at the heart of the house .

Hospitality : The cordial and generous reception of guests .
– the business owner showed excess hospitality and made the guests feel like home .

Inseparability : The interdependence of hospitality services offered.

Intangible : Something that cannot be touched .
– Not everything is intangible ; of the food is not cooked properly it has to be remade .

National restaurant association : The association representing restaurants owners and the restaurant industry.

Perishability: the limited lifetime of hospitality products; for example , last nights vacant hotel room cannot be sold today.

Total quality management : A managerial approach that integrates all of the functions and related processes of a business such they are all aimed at maximizing quest satisfaction through ongoing improvement .

Tourism : travel for recreation or the promotions and arrangement of such travel .

Sustainability : .
the ability to be sustained, supported, upheld, or confirmed

Return of investment : an important financial measure that determines how well management uses business assets to produce profit. It measures the efficiency with which financial resources available to a company are employed by management .

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