接待服务业复习提纲-精选文档

the provision of the “trinity” in the home
including host, physiological and psychological needs as well as considering the impact of host and guest relationships.
• 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
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
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 2019, p.168) .
6.Explain the roots of hospitality management
• 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
productionБайду номын сангаасand consumption of food /drink
/accommodation / and entertainment .
The private domain of hospitality considers
the range of issues associated with both
The commercial domain of hospitality concerns the provision of hospitality as an economic activity and includes both
2. Define the hospitality industry
2. Hospitality industry is comprised of commercial organizations that specialize in providing accommodation and /or, food, and/or drink, through a voluntary human exchange, which is contemporaneous in nature, undertaken to enhance the mutual well being of the parties concerned (Brotherton & Wood, 2000, p.143).
5. Give the definition of hospitality management.
The professional management of hospitality exchange process in a commercial environment (Brotherton & Wood, 2000).
• 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.