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

2. 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.

3. 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.

4. 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.

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

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

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

8. 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.