Unit 1 Welcome to Hospitality

Meeting the needs of guests with kindness and goodwill

• Ethics

• Host

• Hospitality

• Travel Industry

A place to sleep for one or more nights

• lodging

• host

• property

• travel package

Principles of conduct that govern the behavior of an individual or group

• ethics

• professional association

• hospitality

• brand

Any activity that people do for rest, relaxation and enjoyment

• travel industry

• lodging property

• recreation

• travel package

Businesses that physically move people from one place to another.

• chain

• travel industry

• recreation

• travel package

What is the type of service that meets or exceeds customer expectations?

• customer

• poor

• quality

• consistent

The ability to put themselves in another person's shoes and know how that person feels?

• empathy

• friend

• sympathy

• magic

The area in a hospitality business that guests usually do not see.

• front-of-the-house

• back-of-the-house

Positive feeling customers have about a business that meets their needs.

• customer service

• critical moment

• customer satisfaction

• service encounter

An employee who can anticipate customer needs.

• magical employee

• tired employee

• customer-focused employee