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10 Cards in this Set
- Front
- Back
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back of the house |
support areas behind the scenes in a hotel or motel, house keeping, engineering, and food service. |
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empowerment |
act of giving employees the authority, tools , and info they need to do their jobs with greater autonomy |
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front of the house |
comprises all areas with which guests come in contact, including the lobby, corridors, elvators, guest rooms, restaurants and bars, meeting rooms, and restrooms. |
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guest satisfation |
the desired outcome of hospitality services |
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inseparability |
the linkage of hospitality products and service |
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intangible |
hospitality service is intangible; it cannot be sampled prior to purchase |
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national restaurant association |
the association representing restaurnant owners and the restaurant industry |
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perishability |
the limited life time of hospitality products |
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quality control |
error dectection and prevention important to deliver exceptional sevice to guest |
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service industry |
the hospitality industry is a service industry, taking pride in caring about others as well ourselves. goal is to ensure outstanding service is given |
