RECR 250 Chapter Notes - Chapter 1: Seven Deadly Sins, Total Quality Management, Foodservice

• School: Chico State University
• Department: Recreation and Parks Management
• Course: RECR 250
• Professor: Morgan Geddie

Document Summary

The pineapple tradition: symbol of welcome, friendship, & hospitality, national restaurant ass. (nra, business of giving service. Interrelated nature of hospitality & tourism: lrgst/fastest growing, made up of many professions, scope: Air, cruise ships, rail, coach, auto, ecotourism. Characteristics of the hospitality industry: longer hrs, evenings/wknds/holidays, strive for outstanding guest satis. Inseparability of production/consumption of service product/inherent hete(cid:396)oge(cid:374)eit(cid:455) of p(cid:396)odu(cid:272)t due to ea. guests" u(cid:374)i(cid:395)ue de(cid:373)a(cid:374)ds: perishability of product. Industry depends on service: 7 deadly sins of service: Ma t(cid:396)e d"s (cid:449)ho (cid:272)ould sudde(cid:374)l(cid:455) (cid:272)o(cid:374)ju(cid:396)e up a ta(cid:271)le fo(cid:396) hea(cid:448)(cid:455) tip. Success in service: we buy loyalty w/service, teamwork. Boh serving foh serving guest: guest= a(cid:374)(cid:455)o(cid:374)e (cid:449)ho (cid:396)e(cid:272)ei(cid:448)es/(cid:271)e(cid:374)efits output of so(cid:373)eo(cid:374)e"s (cid:449)o(cid:396)k. External customer: t(cid:396)ad. (cid:272)ust/pa(cid:455)s fo(cid:396) (cid:272)o(cid:373)pa(cid:374)(cid:455)"s se(cid:396)(cid:448)i(cid:272)es. Internal customer: ppl inside company who receive benefit from output of work done by oth. in company: steps to success in service: Anticipating guest needs= imp. to impress them as freq. guests.