ACCOMGMT (midterm Reviewer)

These people _______, ______,_______, and ____for tourists and are collectively a part of a process that can positively affect human lives and well-being.

-Service cannot be seen, tasted, heard, or smelled and measured before they are received.

-Hospitality service staffs should give special attention to personalizing service etiquette, hospitality conversation, quality of service equipment, friendly environment as well as the quality of products.

-The tangible refers to what we serve, and intangible refers to how we serve.

- If the guests are satisfied with the products and services, they come back again and again.

- During the guest's service in the hospitality industry, the service staffs perform as an actor on the stage. They possess high skills by handling the equipment to provide tangible services.

- Service cannot be separated from the service providers. sometimes guests also are involved in the preparation of products and services.

- Is a service characteristic that renders it

impossible to divorce the supply or production of the service from its consumption. In other words, services are generated and consumed within the same time frame.

- Services have highly variability; the same room or food gives a different level of satisfaction with the different customers at different times so the guests can have different experiences.

- The same guest receives different feelings at different times.

- The quality of service does not only

depend upon what we serve also depends on how we serve and depends upon how the customer receives it.

- In the hospitality industry, service cannot be stored because they are highly perishable.

- Unused service of today cannot be sold the next day; the guest's rooms of hotels are highly perishable. They cannot be stored to sell the next day.

- Hospitality services have a time frame for utilization.

- In hospitality, the system of products and services may vary from one to another establishment. This is the essence of hospitality. So, the guests have various options to choose from.

- The same soup offered by hotel A may be different from hotel B. The same type of guest room offered by hotel A may have different amenities that hotel B.

- The facilities, the methods of preparation, the brand, the service staff, the complementary offered to play a vital role in the guest's reaction.

- Since the hospitality industry is service-oriented in its' nature, it requires a huge supply of labor to create a memorable experience for the customers.

- This characteristic is especially true for those enterprises which target high-ended customers.

- Although the advancement in technology does contribute to the replacement of some simple tasks in the whole service process, customers who concern the element of 'care' generally expect a high degree of human contacts and personalized services in their consumption experiences.

- The hospitality industry highly depends on repeated customers for survival.

- In order to develop brand loyalty, different methods are currently applied by the lodging and foodservice sectors, such as membership programs that give privileges and incentives to frequent customers.

- However, top management of organizations does believe that the informal ways of building "friendship" between front-line staff and customers through a high degree of personal attention and customization can win the loyalty of customers in the long run.

- Closely related to the tourism industry, it is not surprising that people involved in this hospitality sector, no matter customers or staff are experiencing diversity in culture through interacting with others.

- Due to their differences in religious beliefs and values, some conflicts and misunderstandings can easily occur. Therefore, staff should be open- minded and produce solutions together in resolving problems in their duties.

- For example: From the customers' perspective, some of them abstain from meat due to their religious beliefs or habit. Therefore, restaurants should provide vegetarian food as an option in order to satisfy their needs.

The philosophy of the hospitality industry is essentially connected to ______ _____