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| the core beliefs that drive a company's basic organization structure |
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| the act of giving employees that authority tools, and information they need to do their jobs with great autonomy |
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| Comprises all areas with which guest come in contact, including the lobby, corridors, elevators, guest room, restaurants and bars, meeting rooms, and restrooms. Also refers to employees who staff these areas |
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| a specific result to be achieved; the end result of a plan |
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| the desire outcome of hospitality services |
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staff members that supports those who come in direct contact with guest |
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| 1. The cordial and generous reception of guests. 2. A wide range of businesses, each of which is dedicated to the service of people away from home. |
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| The linkage of hospitality products and services. |
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| a guest unable to test drive of sample service |
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| NRA- National Restaurant Association |
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| The association representing restaurant owners and the restaurant industry |
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| The limited lifetime of hospitality products; for example, last night's vacant hotel room cannot be sold today. |
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| TQM-total quality management |
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| A managerial approach that integrates all of the functions and related processes of a business such that they are all aimed at maximizing guest satisfaction through ongoing improvement. |
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Definition
| Travel for recreation or the promotion and arrangement of such travel. |
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