1. Largest and fastest growing industries
Common dynamics
Delivery of services and products
Customer and guest impressions are critical

2. Scope of Hospitality and Tourism
Industries
 Travel
Air
Cruise
Rail
Coach
Auto
Eco tourism
Lodging
 Hotels
 Motels
 Meeting, Convention and Exposition
 Restaurants
 Managed services
 Recreation
 Attractions
 Gaming
 Parks
 Recreations
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3. Characteristics of the Hospitality Industry
Product is intangible and perishable
No such thing as business hours
Hospitality operations run on a 24 hours basis all year
round
Characterized by shift work

4. Careers in Hospitality Industry
Based on quality of service
Personal qualities needed:
 Honesty
 Willingness to work hard
 Team player
 Willingness yo work long hours
 Ability to deal with stress
 Good decision making skills
 Dedicated to exceptional service
 Desire to Exceed guest expectation

5. Professionalism and Etiquette
Companies expectations vary but must be met
Etiquette is how we behave and make others feel
comfortable
First impressions are critical
Table manners
Treat others with dignity and respect

6. Professionalism and Etiquette
Companies expectations vary but must be met
Etiquette is how we behave and make others feel
comfortable
First impressions are critical
Table manners
Treat others with dignity and respect