Key Terms
Describe the difference between FOH and BOH
Front of House
Back of House
Provide a purpose to host/sponsor an event:
⚬Informing, educating, inspiring, motivating, celebrating, entertaining, competing, & selling
The manager of a club is governed by...
In the hospitality industry, we have ____ NOT customers.
Step one in service recovery process; the more time a guest feels that they were wronged without a resolution the more frustrated they will become
Quick response
Provide TWO stakeholders in the hospitality industry!
⚬Guests
⚬Shareholders/board of directors
⚬Staff
⚬Management/Ownership companies
⚬Other businesses that rely upon success of your property
Person whose job it is to oversee & arrange every aspect of an event
•Event organizer/planner:
What is the name of the nationwide organization that brings club managers together (and there's an FGCU chapter)!
CMAA
What is the term used to describe the skills that can be applied to any industry or job AND what are two examples that we talked about?
Transferable skills
Step two of service recovery; avoid getting defensive or trying to blame the guest. Instead....
Take ownership
Day to day operations of a hotel are typically managed by a _____ ______ firm.
Hotel management
This event category focuses on informing/motivating employees/customers to purchase products/services. Can include tradeshows, sales training, conventions
Business events
What kind/category of club is the largest employer?
Country clubs! (Followed by golf clubs)
To be a general manager of a hospitality operation, what steps should one take?
Gain experience in all aspects of an operation
Step three: offer a solution that will make the guest feel more comfortable, vital part of service recover
Solve the problem
The term used to describe any entity or person who has a stake in the success of a hospitality operation.
Stakeholder
This category of event yields extremely high levels of tourism, media coverage, prestige, or economic impact
•Mega-event
What kind of clubs are operated for profit and are owned by a corporation, company, business, or individual?
Proprietary clubs
Jim from Westgate correctly told us that this group is the single most important stakeholder in the successful operation of a hospitality business.
STAFF
Step four...Treat the guest as if they are still following you around until you follow up with them to make sure the solution offered has truly resolved the situation.
Follow through
Any time a guest forms an impression of the operation. Person-to-person interactions between the guest and the person delivering the service experience
Moment of Truth
The department in a resort that oversees meeting or convention services/sales managers. This department also may speak with potential clients who want to host an event at their property.
Catering sales/sales
What are the 2 types of memberships at country clubs?
-Full membership
-Social membership
What is Bryn's favorite word used to describe how we should approach hospitality interactions/experiences?
Empathy
Step five...Many times if one guest has a complaint, they are not the only one. After the service recovery is handled, what should you do?
Communicate & document