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1、Introduction of hospitality management,Chapter 1 introduction,1. What is the definition of hospitality?,Definition of hospitality: A contemporaneous human exchange, which is voluntarily entered into, and designed to enhance the mutual well being of the parties concerned through the provision of an a
2、ccommodation, and /or food, and/or recreation (Brotherton 1999, p.168) .,2. Hospitality industry is comprised of commercial organizations that specialize in providing accommodation and /or, food, and/or drink, through a voluntary human exchange, which is contemporaneous in nature, undertaken to enha
3、nce the mutual well being of the parties concerned (Brotherton & Wood, 2000, p.143).,3. Identify the deference of service and product in hospitality.,service cannot be inventoried service cannot be readily displayed or communicated pricing is difficult and complex customer satisfaction depends on em
4、ployee action difficulties arise in synchronizing supply and demand of service,4. what are the characteristics of the hospitality industry?,First, hospitality cannot be delivered without the presence of customer. Second, its economic activities are seasonal which implies a great flexibility. Third,
5、all hospitality operations require a combination of manufacturing expertise and service skill. Fourth, the industry is labor-intensive and it requires accurate forward planning of temporary employment.,5. Give the definition of hospitality management.,The professional management of hospitality excha
6、nge process in a commercial environment (Brotherton & Wood, 2000).,6.Explain the roots of hospitality management,6. the roots of the hospitality management is the hospitality operation process and relationship between hosts and guests.,7. what is the theoretical framework for study of hospitality ma
7、nagement?,The social domain of hospitality The private domain of hospitality The commercial domain of hospitality,The social domain of hospitality considers the social settings in which hospitality and acts of hospitableness take place together with the impacts of social forces on the production and
8、 consumption of food /drink /accommodation / and entertainment .,The private domain of hospitality considers the range of issues associated with both the provision of the “trinity” in the home including host, physiological and psychological needs as well as considering the impact of host and guest r
9、elationships.,The commercial domain of hospitality concerns the provision of hospitality as an economic activity and includes both private and public sector activities.,8. List some reasons for hospitality companies becoming multinational.,There is growing world market for their service and product.
10、 A desire to product themselves from the risks and uncertainties of the domestic business cycle. A desire to reduce costs. A response to increased foreign competition.,Chapter 2 The Foodservice,1. What is the definition of foodservice?,Foodservice can be defined as providing fully prepared foods or
11、drinks for immediate consumption on or off premises.,2. What is the definition of foodservice establishment?,Foodservice establishments are those engaged in providing foodservice (Dittmer & Griffin, 1997).,3. what are the key factors influencing the meal experience for customer?,Menu items and price
12、s Food quality Service Cleanliness and hygiene Ambiance,4. What are the eight core systems of the foodservice operation?,Store systems Preparation systems Production systems Holding systems Transportation systems Service systems Selling systems Clearing systems,5. List some different categories for
13、restaurant operation.,Ethnic restaurant Specialty restaurant Fine dining Theme restaurant Family restaurant Casual dining restaurants Diner,6. Focused on the physical composition of the product, fast food contains four features. What are they?,A finished product shelf life of usually minutes and on
14、occasion hours. Fast product finishing and service times A hand-or fingers-held product often accompanied with disposable packaging and sometimes disposable cutlery A low selling price relative to other restaurant product,Chapter 3 The Accommodation Service,1. Define the term accommodation property.
15、,Accommodation properties may be defined as establishments that charge fees for providing furnished sleeping accommodations to persons who are temporarily away from home or who consider these accommodations their temporary or permanent homes.,2. Identify the types of customers served by the accommod
16、ation sector.,The types of customer served by the accommodation sector may be broadly divided into those people engaged in traveling on business or recreation, and those people not engaged in travel but who are staying away from home on a temporary basis, such as students in hostels and patients in hospitals.,3. what is Management Contract and Franchising?,Management contractAn agreement between the owner/developer of a property and a professional hotel management company. The owner/develo
