MGT 306 Lecture 1: Intro to Hospitality
2 May 2018
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• Intro to Hospitality:
➢ Hospitality: organizations that offer guests courteous, professional food,
drink, & lodging services, alone or in combination.
o More than just hotels & restaurants.
o Has been defined in many ways.
o Expanded definition includes:
▪ Theme parks
▪ Airlines
▪ Gaming centers
▪ Cruise ships
▪ Trade shows
▪ Fairs
▪ Meeting planning
▪ Convention organizations
o The challenge for all organizations in this industry is to ensure that their
personnel always provide at least the level of service that their guests
want & expect.
▪ This must happen every time & perfectly each time.
➢ There are 2 fundamental concepts based on practices of successful
hospitality organizations.
1. Focus on your guest.
o Most managers think first about their organization, their production
requirements, & their employee needs.
o They manage from the inside out.
▪ However, you must manage from the outside in.
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