Welcome to Hospitality …An Introduction Chapter 1—Welcome to the Hospitality Industry

Chapter 1—Objectives Define hospitality industry and provide at least one specific example of both successful and unsuccessful hospitality you have experienced. Identify the basic components of the hospitality industry. Explain the relationship between guest satisfaction and employee responses during a service encounter.

Chapter 1—Objectives (continued) Compare the benefits of obtaining a formal education and acquiring experience. Recommend ways to ensure learning and growth throughout a hospitality career.

Define the Hospitality Industry The hospitality industry—comprises businesses that serve guests who are away from home. It can be defined by its scope, mission, and providers.

The Basic Components of the Hospitality Industry Lodging Industry Food and Beverage Industry

Guest Satisfaction and Employee Responses during a Service Encounter Employee-guest satisfaction Service recovery Employee response Employee actions

Benefits of Formal Education versus Acquiring Experience Formal education—advantages/disadvantages Experience only—advantages/disadvantages

Ensure Learning and Growth throughout a Hospitality Career Review your resumé. Write down your goals and methods to achieve them. Career is a marathon not a sprint. Networking/associations with others. Rely on yourself to advance your career.