1. Standard 1: Objective 1

2. Hospitality Industry: Businesses associated with food/service management or lodging. Includes: Hotels, Motels, Inns Bed and Breakfasts Casinos Restaurants Catering

3. Businesses associated with travel and transportation.

4. Service: an intangible task that is performed for a customer in exchange for money (Example: A bell man taking luggage to a room) Perishability: the idea that a product can cease to exist or become unusable in a limited time period. (Example: the loss of a sale from a hotel room or an airline seat can’t ever be recovered)

5. Intangibility: Things that cannot be touched. (Example: Memories or experiences) Changeability: Something that is subject to adjustment or change (Example: Perception can change based on experiences)

6. Products can be goods or services. GOODS: Physical products, such as a meal SERVICES: Entertainment with your meal

7. Hospitality comes from the Latin word “hospes”, which means “guest, visitor, or one who provides lodging for a guest or visitor.” 1700’s: The concept of a formal restaurant began in Europe with French chefs settling throughout the area. 1800’s: Fine eating-and-drinking establishments were throughout the world. Hotels were just beginning. Cesar Ritz and Conrad Hilton started luxury accommodations.

8. The Pineapple Symbol: Early explorers brought pineapples back from their travels. Upon their return, they would display a sign with a pineapple on it to let friends know they were back and welcoming guests. The pineapple sign is now the international symbol of hospitality.

9. The word “travel” comes from the French word “travail”, which means “work”. Anciently, travelers were migrating in search of shelter and food. Greek and Roman Empires saw more travel. Locals would serve as guides to political and wealthy travelers. Many people traveled for religious purposes, such as a pilgrimage to the Holy Land.

10. Renaissance : Ocean Exploration took place, funded by royal courts. “Grand Tour”: a 2-to-5 year travel experience for the sons of the wealthy to study language, culture, and history to complete their education.

11. 1800’s: Rail service was available to tourists to travel across countries and continents. 1900’s: Cars were mass produced and highways were constructed, enabling more people to go more places.

12. Travel is available: Airplane Ship Car Train How do you travel?

13. Safety Food service regulations, security, passport and identification cards, keyless locks Diversity Women and minorities Ecology Ecotourism is a branch of tourism encompassing adventure tourism and sustainable development of regions for future generations.

14. Markets Market Segments are groups of consumers categorized by specific characteristics to create a target market. Spas, Gaming, Time Shares Convenience Take out, 24-hour service, casual atmosphere, express check-in and check-out, internet

15. Hotels, restaurants, facilities, vendors, and destinations host web sites to entice customers Book reservations over the internet Businesses offer discounts to those who use the internet to book travel or make reservation, as it save the company time and money, because of less staff.

16. Internet Access Available at airports, hotels, and restaurants. Some airlines also provide internet access.

17. Businesses gather information about customers through reservations and other means. They can use this information to predict future sales, plan menus, plan promotions, and develop better guest communications.