Part 1
Welcome to Hospitality
Chapter 1
The World of Hospitality 18
Size and Economic Impact 19
Diversity 20
Complexity 22
Food and Beverage 23
Lodging 24
Recreation 25
Travel and Tourism 26
The Role of Travel 28
Pleasure Travel 29
Business Travel 29
Working Together 30
Herman Cain—Anyone Can Succeed 31
Business Structures 32
Single Unit 32
Multiple Unit 33
Professional Associations 34
Activities 35
Value of Involvement 37
Career and Technical Student
Organizations 37
Chapter 2
Service: The Heart of
Hospitality 40
Customers 41
Customers’ Needs 42
Walt Disney—World Class Service 45
Satisfying Customer Needs 46
Quality Service 46
Consistent Service 47
Importance of Service Quality 47
Hospitality Employees 49
Customer-Focused Employees 51
Eye Contact 51
Posture 51
Smile 51
Respond Quickly 52
Customer’s Name 52
Well Groomed 52
Contents