Ch 1 Hospitality Spirit Flashcards
Who wrote the book “The Spirit to Serve?”
Bill Marriott
What has become known as the symbol of hospitality?
The Pineapple
What types of segments belong to the recreation sector?
Attractions, Gaming, Parks and Recreation
What leads to guest satisfaction?
Outstanding Guest Service
This is defined as a guest not being able to “test drive” a night’s stay or “squeeze the steak” before dining.
Intangible
When you permanently lose revenue because you were unable to sell a guest room.
Perishability
According to the text, this company employs over 300,000 team members across 90 countries
Hilton Worldwide
According to the text, which position is at the top of the lodging management career ladder?
General Manager
Who wrote the book titled “At America’s Service?”
Karl Albrecht
They are serving the front of the house, who is serving the guest.
Back of the House
People inside the company who receive or benefit from the output of work done by others in the company.
Internal Customer
Considered every guest encounter
Moment of Truth
A continuous improvement process that works best when managers are good leaders.
Total Quality Management (TQM)
Focuses on error detection
Quality Control (QC)
They call their customers “guests” and employees “cast members.”
Disney
