In the first chapter of “Introduction to Hospitality” we are introduced to the basic idea of what hospitality industry is. It begins with historical foundations of the concept of hospitality as it was forged in Antiquity and medieval and early modern Europe. It goes on to discuss the general characteristics of the modern day hospitality industry. These include the vehement emphasis on guest satisfaction, its predisposition round-the-clock service, and vast amount of time and attentiveness those in the industry must devote in order to be even satisfactory. Furthermore, the chapter details the unique qualities of the products that the industry provides such as their inherent intangibility and daily perishability. It later goes on to delineate the various careers within in hospitality that one can take part in. These include but are not limited to restaurant ownership, hotel management and food and beverage preparation. In conclusion, the chapter encapsulates the keys to success in the industry with its reiteration and elaboration on hospitality’s intense commitment to service along with a stringent requirement of philosophical vision.
1. Corporate philosophy- Textbook def: The core beliefs that drive a company’s basic organizational structure. My example: A staple of Disney’s corporate philosophy is its commitment to create an exceptional experience for every individual who enters the gates of one of their properties.
2. Empowerment- Textbook def: The act of giving employees the authority, tools, and information they need to do their jobs with greater autonomy. My example: Those involved in housekeeping are empowered when they are allowed to use their own discretion when executing room maintenance.
3. Font of the house- Textbook def: Comprises all areas with which guest come in contact, and also refers to the employees who staff these areas. My example: The lobby at the entrance of a hotel is a prime example of front-of-the-house.
4. Goal- Textbook def: a specific result to be achieved; the end result of a plan. My example: My current goal in attending City Tech is to attain a bachelor’s degree in hospitality management.
5. Guest satisfaction- Textbook def: The desired outcome of hospitality services. My example: A hotel has achieved guest satisfaction if they acquire consistently loyal patronage.
6. heart of the house- Textbook def: The back of the house. The kitchen of a restaurant is a prime example of the heart-of-the-house.
7. Hospitality- Textbook def: 1. A 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. My example: It’s an honor for any hotel to be the first thing that comes to mind when a person thinks of the word hospitality.
8. Inseparability- Textbook def: The interdependence of hospitality services offered. My example: The fact that a guest requests can shape a chef’s execution of a meal is a display of the inseparability of key processes in the restaurant business.
9. Intangible- Textbook def; Something that cannot be touched. My example: Light is intangible.
10. Nation Restaurant Association- Textbook def: The association representing restaurant owners and the restaurant industry. My example; The National Restaurant Association actively lobbies to keep the wages of tipped employees below that of the Federally mandated minimum wage.
11. Perishability- Textbook def: The limited lifetime of hospitality products; for example , last night’s vacant hotel room cannot be sold today. My example: The seats in a restaurant are perishable on a daily basis.
12. Total quality management (TQM)- Textbook def: A managerial approach that integrates all of the functions and related processes of a business such that they are all aimed at maximizing guest satisfaction through ongoing improvement. My example: Regular onsite corporate inspections are an integral part of total quality management.
13. Tourism- Textbook def: Travel for recreation or the promotion and arrangement of such travel. My example: Thailand is global hotspot for international tourism.
14. Sustainability- Textbook def: 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. My example: Recycling is a common sustainable practice.
15. Return on investment- Textbook def: An important financial measure that determines how well management use business assets to produce profit. It measures the efficiency with which financial resources available to a company are employed by management. My example: Every stockholder would ideally like to have a significant return on investment.