5 Sectors of Hospitality/Tourism Industry
What is hospitality vs. tourism?
What is:
Hospitality: The act of making guests feel welcome and comfortable, typically by providing services like food, lodging, and entertainment.
Tourism: The activity of traveling to different places for leisure, business, or other purposes, and the industry that supports travelers by providing services like transportation, accommodation, and guided experiences.
How many levels of management are there?
What is expanding your learning and getting job/pay advances?
What does FOH stand for?
Front of House
What is employee accountability?
What is: It consists of taking responsibility for one’s actions, tasks, and behaviors on the job.
What does MICE stand for?
What is Meetings, Incentives, Conferences, and Events?
Name the levels of education needed for the 3 levels:
What is HS/GED, Associates/Bachelors, Bachelors/Masters
List 2 entry level certifications:
What is:
What does BOH stand for?
Back of House
List 2 examples of good accountability:
What is:
Owning mistakes
Showing up on time
Following through on tasks
What are the 5 sectors of the hospitality and tourism industry?
What is Accomodation, Food and Beverage, Transportation, Tourism and Entertainment, and Meetings, Incentives, Conferences, and Events (MICE)
What are the 3 levels of management?
List 2 mid level certifications:
What is:
Provide one example of a FOH job:
Server, host, front desk agent, etc.
List 2 examples of bad accountability:
What is:
Blaming others
Ignoring customer complaints
Not completing tasks
List the function for each of the 5 sectors:
What is:
Accomodation- providing lodging, amenities, and services to travelers
Food and Bev- offering dining and drinking experiences, from casual to fine dining
Transportation- getting people from one location to another
Tourism & Entertainment- Providing leisure activities and experiences for tourists
MICE- organizing and hosting events that bring people together for a common purpose
What are 4 skills needed to advance from one level to the next?
What is: communication, problem-solving, time management, and leadership?
List 2 upper level certifications:
What is:
Provide one example of a BOH job:
What is a cook, dishwasher, housekeeper, etc.
What would a good response be for this scenario?
Guest Complaint About Food- A diner complains that their steak is undercooked.
The waiter apologizes and said they must have made a mistake on the ticket/will talk to the chef/miscommunication, and offers to comp the meal/puts a rush on it.
List a trend for each of the 5 sectors:
What is:
Accomodation- Eco-friendly accommodations, boutique hotels, and short-term rentals (e.g., Airbnb).
Food and Bev- Farm-to-table dining, food trucks, dietary accommodations (e.g., vegan, gluten-free).
Transportation- Sustainable travel, ride-sharing, high-speed rail.
Tourism and Entertainment- Experiential travel, cultural tourism, virtual tourism.
MICE- Hybrid events (in-person and virtual), sustainable event planning, experiential marketing.
Name a job for each 3 levels:
Entry- housekeeper, server, concession worker
Mid- Front office supervisor, Banquet captain, Event Planner
Upper- General Manager, Executive Chef, Convention Bureau Director
Choose one certification to explain:
(depends on choice, if effectively explained- give points.)
Which is more important, FOH or BOH?
What would be a bad response for this scenario?
Spilled Drink- A server spills a drink on a guest during dinner service.
It was YOUR fault, I don't know what to tell you.
Whoops! I can't believe you did that!