接待服务业复习提纲课件

IntroductionofhospitalitymanagementChapter1introduction1.Whatisthedefinitionofhospitality?Definitionofhospitality:

Acontemporaneoushumanexchange,whichisvoluntarilyenteredinto,anddesignedtoenhancethemutualwellbeingofthepartiesconcernedthroughtheprovisionofanaccommodation,and/orfood,and/orrecreation(Brotherton1999,p.168).2.Hospitalityindustryiscomprisedofcommercialorganizationsthatspecializeinprovidingaccommodationand/or,food,and/ordrink,throughavoluntaryhumanexchange,whichiscontemporaneousinnature,undertakentoenhancethemutualwellbeingofthepartiesconcerned(Brotherton&Wood,2000,p.143).

3.Identifythedeferenceofserviceandproductinhospitality.servicecannotbeinventoriedservicecannotbereadilydisplayedorcommunicatedpricingisdifficultandcomplexcustomersatisfactiondependsonemployeeactiondifficultiesariseinsynchronizingsupplyanddemandofservice

First,hospitalitycannotbedeliveredwithoutthepresenceofcustomer.Second,itseconomicactivitiesareseasonalwhichimpliesagreatflexibility.Third,allhospitalityoperationsrequireacombinationofmanufacturingexpertiseandserviceskill.Fourth,theindustryislabor-intensiveanditrequiresaccurateforwardplanningoftemporaryemployment.5.Givethedefinitionofhospitalitymanagement.

Theprofessionalmanagementofhospitalityexchangeprocessinacommercialenvironment(Brotherton&Wood,2000).

6.therootsofthehospitalitymanagementisthehospitalityoperationprocessandrelationshipbetweenhostsandguests.7.whatisthetheoreticalframeworkforstudyofhospitalitymanagement?ThesocialdomainofhospitalityTheprivatedomainofhospitalityThecommercialdomainofhospitality

Theprivatedomainofhospitalityconsiderstherangeofissuesassociatedwithboththeprovisionofthe“trinity”inthehomeincludinghost,physiologicalandpsychologicalneedsaswellasconsideringtheimpactofhostandguestrelationships.Thecommercialdomainofhospitalityconcernstheprovisionofhospitalityasaneconomicactivityandincludesbothprivateandpublicsectoractivities.8.Listsomereasonsforhospitalitycompaniesbecomingmultinational.

Chapter2TheFoodservice1.Whatisthedefinitionoffoodservice?Foodservicecanbedefinedasprovidingfullypreparedfoodsordrinksforimmediateconsumptiononoroffpremises.

2.Whatisthedefinitionoffoodserviceestablishment?Foodserviceestablishmentsarethoseengagedinprovidingfoodservice(Dittmer&Griffin,1997).MenuitemsandpricesFoodqualityServiceCleanlinessandhygieneAmbiance4.Whataretheeightcoresystemsofthefoodserviceoperation?StoresystemsPreparationsystemsProductionsystemsHoldingsystemsTransportationsystemsServicesystemsSellingsystemsClearingsystemsEthnicrestaurantSpecialtyrestaurantFinediningThemerestaurantFamilyrestaurantCasualdiningrestaurantsDiner6.Focusedonthephysicalcompositionoftheproduct,fastfoodcontainsfourfeatures.Whatarethey?

Afinishedproductshelflifeofusuallyminutesandonoccasionhours.FastproductfinishingandservicetimesAhand----orfingers-heldproductoftenaccompaniedwithdisposablepackagingandsometimesdisposablecutleryAlowsellingpricerelativetootherrestaurantproductChapter3TheAccommodationService1.Definethetermaccommodationproperty.Accommodationpropertiesmaybedefinedasestablishmentsthatchargefeesforprovidingfurnishedsleepingaccommodationstopersonswhoaretemporarilyawayfromhomeorwhoconsidertheseaccommodationstheirtemporaryorpermanenthomes.2.Identifythetypesofcustomersservedbytheaccommodationsector.Thetypesofcustomerservedbytheaccommodationsectormaybebroadlydividedintothosepeopleengagedintravelingonbusinessorrecreation,andthosepeoplenotengagedintravelbutwhoarestayingawayfromhomeonatemporarybasis,suchasstudentsinhostelsandpatientsinhospitals.3.whatisManagementContractandFranchising?Managementcontract—Anagreementbetweentheowner/developerofapropertyandaprofessionalhotelmanagementcompany.Theowner/developerusuallyretainsthefinancialandlegalresponsibilityfortheproperty,andthemanagementcompanyreceivesanagreed-uponfeeforoperatingthehotel.Franchising—Amethodofdistributionwherebyoneentitythathasdevelopedaparticularpatternorformatfordoingbusiness(thefranchisor)grantstootherentities(franchisees)therighttoconductsuchabusinessprovidedtheyfollowtheestablishedpattern.4.listfourmethodsusedtoclassifycommerciallodgingestablishments.HotelsizeTargetmarketLevelofserviceOwnershipandaffiliation5.listsomecommontypesofpropertiesbasedontargetmarkets.CommercialhotelsAirporthotelsSuitehotelsExtended-stayhotelsResidentialhotelsResorthotelsBed-and-breakfasthotelsCasinohotelsConventionhotelsAlternativelodgingproperties6.whatarethetwobasicequitystructuresbasedontheownershipandaffiliation?IndependenthotelsChainhotels7.Severaldifferentstructuresexistforchainhotels.Whatarethey?Achainisusuallyclassifiedasoperatingunderamanagementcontractorasafranchiseorreferralgroup.8.Whataretheadvantagesoffranchisingtoafranchisee?(1)Site-selectionassistance(2)Credit(3)Constructionexpertise(4)Fixturesandequipmentassistance(5)Training(6)Operatingsupport(7)Promotionalassistance(8)Economiesofscale(9)Ongoingsupport9.listsometypesofmeetings.Associationmeetingscorporatemeetingstradeshows/expositions9.listsometypesofcorporatemeetings.ManagementmeetingsTrainingseminarsNewproductintroductionProfessionalandtechnicalmeetingsStockholdersmeetingsOthercorporatemeetings10.Mosttradeshowscanbeplacedwithinoneoffourcategories.Whatarethefourcategories?IndustrialshowsWholesaleandretailtradeshowProfessionalorscientificexhibitionsPublicorconsumershows11.Whatarethemainfeaturesthathaveidentifiedasbeingpertinenttothebudgethotelconcept?

LowertariffsthanindustrynormTow/threestarstandardofaccommodationLimitedfacilitiesandserviceAimedatthetransientmarketLocatedonmajorroadnetworksorinsecondaryurbanlocationsCateringisusuallyprovidedbyanadjacentfoodoperationPurpose-builtintermsoflocationanddesignStandardizedoperationalproceduresandchargesnationwideBrandednetworkofhotelsChapter4RecreationService1.Therearefourmostwidespreadrec