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1 | 1. What is the hospitality and tourism industry? What is included in this industry? | |
2 | The hospitality and tourism industry can be clustered into a variety of fields such as theme parks, sightseeing, dining, and many other. These fields all have a socialization aspect to them and almost always involve creating a connection or rapport with your customers. | |
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4 | 2. What does it mean when we say that the hospitality and tourism industry is "perishable"? | |
5 | It means that there is a certain quota that must be met within a specific amount of time or else losses will occur. | |
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7 | 3. What does it mean that the hospitality and tourism industry has an inseparability of product and consumption? | |
8 | It means that it is a one-time transaction. Such as a tour of city, a meal, a jet ski ride, etc | |
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10 | 4. What are managed services? | |
11 | Managed services are services that are catered outside of a venue and are "on-the spot" of an event. For an example: a hotdog stand for Nathan's Hotdogs | |
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13 | 5. What are "moments of truth"? Why are these important? | |
14 | This is a make or break moment. A deciding factor in the guests or customers overall enjoyment or displeasure of the product or service given. | |
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16 | Critical Thinking Questions | |
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18 | 1. How is globalization affecting the hospitality industry? Give specific examples of some of the changes. | |
19 | More international tourism companies are encroaching on other countries hospitality industries. | |
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21 | 2. Why is service such an important part of the hospitality and tourism industry? | |
22 | - | 5. Imagine that you are the general manager of a hotel. What "moments of truth" would exist for your hotel? What could you do to make a difference in these situations? |
22 | + | Because, the guests are usually at the mercy of their hospitality or tourism service. Gaining trust with customers allows for positive reviews and return guests. |
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24 | 3. What are three historical events or aspects that influenced the hospitality and tourism industry? Describe how these events or changes influenced the industry. | |
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26 | Post WW2 Economic expansion allows for more entrepreneurial opportunities. | |
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28 | New apps allow the instant use and access to hospitality and tourism services (such as uber) | |
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30 | The start of transcontinental flights | |
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32 | 4. Technology is affecting the hospitality industry in a number of different ways. Consider the lodging sector. What are some changes that technology has made in this area? What are the advantages and disadvantages of these changes? | |
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34 | Apps such as AirBnb allow quick and easy short term uses of properties. Advantages is that no travel agent is required, but a negative is a loss in these job fields will occur if the trend continues. | |
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36 | 5. Imagine that you are the general manager of a hotel. What "moments of truth" would exist for your hotel? What could you do to make a difference in these situations? | |
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38 | A great breakfast, excellent check in service, cleanly facility, friendly staff interactions, clean room |