Chapter One Summary

JEANNE SEARFOORCE, MANAGER

1. The hospitality and tourism industries are the largest and fastest-growing industries in the world.
2. Now is a great time to be considering a career in the hospitality and tourism field because thousands
of supervising managers are needed for this dynamic industry.
3. Common dynamics include delivery of services and guess impressions of them.
4. Hospitality businesses are open 365 days a year and 24 hours a day and are likely to require shift
work.
5. One essential difference between the hospitality business and other businesses is that in hospitality
business we are selling an intangible and perishable product.
6. Corporate philosophy is changing from managers' planning, organizing, implementing, and so on or
that of managers' counseling associates, giving them resources, and helping them to think for
themselves.
7. Corporate philosophy embraces the values of the organization, including ethics, morals, fairness,
and equality.
8. Corporate culture refers to the overall style or feel of the company, or how people relate to one
another and their jobs.
9. A mission statement is a statement of central purposes, strategies, and values of the company. It
should answer the question, "What business are we in?"
10. A goal is a specific target to be met; objectives or tactics are the actions needed to accomplish the
goal.
11. Total quality management has helped improve service to guests by empowering employees to give
service that exceeds guest expectatations.

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