hrim 120 midterm

What is hospitality?

• act of being hospitable

• business of serving guests away from home

• facilities for recreation and relaxation

• all of the above

Answer explanation

from French word hospice: give care/shelter to travelers

what is the hospitality spirt?

• the spirit of being hospitable

• doing extra service

• giving memorable experiences

• all of the above

what is service?

• means of serving

• to provide services

• to be of assistance

• all of the above

Answer explanation

correct: provide goods and services

what is the pineapple tradition?

• a sign of friendship and warmth

• a sign of respect and servitude

• fruit for people who provide care and shelter

• fruit for the elite

Answer explanation

exotic fruit = fruit for elite

symbol of hospitality, friendship, warmth

how are hospitality and tourism interrelated?

• they complement each other in terms of industry

• they are similar in providing goods and services

• they need various professions to meet needs and wants

• all of the above

Answer explanation

front of house: direct contact with guests

back of house: duties w/o guest contact

what scope does the hospitality and tourism industry cover?

• recreation

• lodging

• historical tours

• travel

Answer explanation

others:

assembly and event management

resto and managed services

managed services: outsourcing, providing certain processes for another institution

what are characteristics of the hospitality industry?

• intangible

• separable

• variable

• durable

Answer explanation

others:

inseparable: cannot be separated from provider; produced and consumed at the same time

perishable: cannot stockpile; underutilized

intangible: not physical thing

variable: no consistency in production; unique to each customer

basic philosophy of the hospitality industry?

• central management

• high productivity

• guest and employee satisfaction

• all of the above

Answer explanation

correct: employee empowerment

corporate philosophy in hospitality?

• morals

• ethics

• fairness

• equality

how to succeed in service?

• focus on self

• understand role of guest-contact employee

• instill service culture in training

• preserve guest experience

Answer explanation

others:

focus on guest

instill service culture in education and training

adaptability; improve guest experience constantly