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local lords would take turns hosting the kings and his royal
middle ages
2
business sector worth keeping an eye on
hospitality industry
3
guest rights were one of the few established sets
ancient greece
4
did not begin in the bible or in greece
hospitality
5
existed since man first established permanent settlements
hospitality
6
become more than an isolated cultural establishment
hospitality
7
travelers had little choice to expect
dark ages
8
has since evilvef into a highly competitive industry
hospitality
9
no longer just about getting from pount A to point B
hospitality
10
has fueled incredible growth throughout the history
tourism
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has expanded to incude entertaiment, luxury, lodging, dining, etc
hospitality
12
its also beginning to include an activity reffered it as medical tourism
hospitality
13
hospitality is also beginning to include an activity reffered it as
medical tourism
14
largely responsible for creating customers travel plan
travel agents
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able to offer an avenue
new media
16
scope of housekeeping maintenance or responsibilities of the housekeeping
1. Guest Room Maintenance 2. Maintenance of Public Areas 3. Maintenance of Linen/ Laundry Service 4. Washing, Issuance, Repair and Inventory of Employees' uniforms 5. Installation, Cleaning and Maintenance of Fixtures and Facilities 6. Provisions of special services
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maintaining cleanliness and orderliness of guest room
guest room maintenance
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furnishing the room
guest room maintenance
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attending to service request
guest room maintenance
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Keeping the area free of safety hazards
guest room maintenance
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maintaining cleanliness and orderliness of public areas
maintenance of public area
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maintaining the upkeep of the surroundings
maintenance of the public areas
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maintaining an attractive landscape
maintenance of public area
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undertaking minor repair
maintenance of public area
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separated section to handle specific task
housekeeping department
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housekeeping task are distributed to housekeeping personnel
1. Executive Housekeeper or Housekeeping Manager 2. Rooms maintenance supervisor 3. Head Houseman of Public Supervisor 4. Room boy, Chambermaid, or Room Attendant 5. Mini Bar Runner/ Attendant 6. Houseman 7.Powder Girl
27
responsible for maintaining smooth and efficient flow
executive housekeeper or housekeeping manager
28
Functions of excutive housekeeper
Planning and Problem-Solving Functions Organizing function Leading and directing functions Controlling Function Guest Relations
29
such as restaurany, hotel, or even an amusement park
hospitality unit
30
is vast and very diverse
hospitality industry
31
example of hospitality industry
Restaurants and food services Kitchen Bars Nightclubs Public houses Lodaing accommodation Hotels Residential Motels Resorts Pension Houses Tourist Inns Condominium Travel Agency Airlines Cruise Lines/ Shipping Lines Health and Spa Car Rental Agency/ Transportation Services Event and Conventions Services Casinos Theme Parks
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one that is primarily focused in customer satisfaction
hospitality industry
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this serviced based industry thrives on the leisure activities
hospitality industry
34
usually very important for all these businesses
exceptional service
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usually leads to customer loyalty
customer satisfaction
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refers to upkeep and maintenance of cleanliness and order
house-keeping
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who is responsible for administering housekeeping maintenance
housekeeper
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refers to housekeeping maintenance in house
domestic housekeeping
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covers bedroom, kitchen, dining, receiving area....
domestic housekeeping
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act as the head housekeeper and responsible for keeping the household
wife/mother or caretaker
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applies to housekeeping maintenance
institutional housekeeping
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institutional housekeeping covers
Guest rooms Hallways and corridors Lobby Public rooms and restaurants Offices Stairways Windows Stores, concessionaire shops Grounds Linen and laundry area
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types of housekeeping
domestic housekeeping, institutional housekeeping
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organized such that there is a seperated section
housekeeping department
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responsible of smooth efficient flow
excutive housekeeper
46
new hospitality concept companies
Expedia Trip Adviser Travel Click
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commonly speak of service and hospitality
service is a monologue hospitality is a dialogue
48
several recognizable characteristics
Respectful Present Responsive Personal Non-Judgemental Non-Intrusive Relaxed Personable Perceptive Consistent Appropriate Uplifting Surprising
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provide accomodation to airline passenger
airport hotel
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care to guest whose primary purpose of traveling is business
business hotels
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small hotels that provide breakfast meals
bed and breakfast
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who usually cooks breakfast for guest
B&B owner
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mainly to guest interested in gambling
casino hotel
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located in secluded or private area
resort
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doing cleaning task in house
housekeeping
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2 types of housekeeping
domestic housekeeping institutional housekeeping
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applies to housekeep maintenance at home
domestic housekeeping
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Domestic Housekeeping Areas of Responsibility
•Kitchen • Grounds • Bedroom • Living room • Bathroom • Dining room
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refers to housekeeping maintenance in commercial lodging establishments like hotels
Institutional Housekeeping
60
Institutional Housekeeping Covers Different Areas of Responsibility
1. Guest Rooms - hotel lolbby area - parking area 2. Hallways -Front Desk reception - swimming pool area 3. Elevator lobby - Lounge areas - Garden area 4. Housekeeping pantries -business centers- Drive-thru pavements 5. Floor back stairs - boardrooms - perimeter sidewalk 6. Walkways -Restaurant and function Rooms
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noted as early as 40 BC
greek or roman culture
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social and religious purposes
greek or roman culture
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Roman businessmen traveled
greek or roman culture
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Romans were the firsy pleasure traveler
greek or roman culture
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After fall of roman empire, public hospitality fell to religious orders
greek or roman culiture
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english travelers
medieval period
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inns were actually private homes
medieval period
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stagecoach become favored transportation
medieval period
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become favored transportation
stagecoach
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high demand for inns and taverns
renaissance period or 16th century
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1st hotel
hotel de henry iv 1788
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father of modern restaurant
m. boulanger
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called soup he sold restorantes
m. boulanger
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M. boulanger call soup he called
restorantes
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change the course of culinary history
french revolution
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revolution caused some of the chefs to come to the new world
french revolution
77
Savory Hotel opened in London
1898
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General Manager of savory hotel was
Cesar Ritz
79
opened in london
savory hotel
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chef of savory hotel
Auguste Escoffier
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bilingual menu
delmonico's
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were actually private homes
Inns
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taverns
New york/New Zealand
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inns
pennsylvania
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ordinaries
southern colonies
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brigade system
escoffer
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first motel in california
twentieth century travel
88
trans-atlantic flights
1958
89
has systems wheter formnal or informal
restaurant operation
90
the effecient execution of series of actions
service is a monologue
91
an exchange between staff and guests
hospitality is a dialogue
92
about doing what is unexpected
hospitality
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guest are treated with esteem
respectful
94
the staff is at the table
present
95
complaints are quickly resolved
responsive
96
guest are addressed by name
personal
97
guest are never made to feel wrong
non-judgemental
98
just as good service is invisible
non-intrusive
99
there is no feeling of being rushed or processed
relaxed
100
the staff is always smiling and friendly
personable