Summary Hospitality Experience An Introduction to Hospitality Management

ISBN-10 9001885780 ISBN-13 9789001885786
442 Flashcards & Notes
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This is the summary of the book "Hospitality Experience An Introduction to Hospitality Management". The author(s) of the book is/are Jeroen Bosman H P Breuker Michael N Chibili Anne Henriette Jeanne Marie Hoefnagels John Hornby Alinda Kokkinou Annemieke de Korte Xander Dennis Lub Rob Nierse Jeroen Oskam Mark Pluymaekers M Prooijen Lander Bert Smit Lesley Tomaszewski Rolf van der Veer Tjeerd Zandberg. The ISBN of the book is 9789001885786 or 9001885780. This summary is written by students who study efficient with the Study Tool of Study Smart With Chris.

Summary - Hospitality Experience An Introduction to Hospitality Management

  • 1.1 Hospitality?

  • Hospitality represents a concept
  • A concept is ... ?
    Not something that you can point to or touch or take into your handes.
    It is something intangible that exists only in our minds
  • A concept can be applied in different contexts.
  • The same word (hospitality) can be used in very different contexts to describe very dissimilar experiences and it still makes sense.
  • 1.2 Origins and history

  • What are the 2 perspectives on the origins and history of hospitality?
    1. Hospitality as behaviour
    2. Hospitality as an industry 
  • What is hostility?
    Unfriendly or aggressive behaviour towards people or ideas.
  • (1) What is unselfish commitment and altruism?
    Behaviour that shows someone's good intentions and willingness to help others without expecting anything in return.
  • (1) What is meant by appropriate behaviour in the hospitality? (Hospitality as behaviour)
    Cultural and religious norms offering a needy stranger a place to stay, and food and drink, without ulterior motive or expecting a reward. (a virtue)
  • (2) Name 3 examples of hospitality as an industry? (in the early years)
    1. Ancient Mesopotamia. Commercial hospitality. Hostels and inns proving food, drinks, accommodation, women to strangers. 
    2. Pompeï. Fossilised. Rooms, public eating house, counter for selling foods and drinks. 
    3. Hostels for travellers. Travelling business people created a demand for lodging, food and drinks, which an extensive system of hospitality establishments accommodated. 
  • What is meant by a modern invention regarding to the name 'hospitality'?
    Associating the name hospitality to the industry providing food, drink and accommodation in the exchange for money.
  • 2.1 The value chain of hospitality experiences

  • What is meant by an intangible component of a product?
    The interaction between host and guest. This is difficult to measure or even define.
  • What is meant by a tangible product?
    The actual product. For example the room or food.
  • The intangible component is the cement that holds the product together and adds value which customers are willing to spend extra money on.
  • A value chain of an organisation is ...?
    A collection of activities that are performed to: design, produce, market, deliver, support.
  • We see a hospitality experience as the sum of individual experiences that are staged throughout the customer's journey in ...?
    1. Selecting 
    2. Purchasing 
    3. Consuming
    4. Reviewing 
  • At each stage of the customer's journey hospitality businesses have the opportunity to add value for the customer.
  • Organisations that create, stage or deliver a hospitality experience seek to add value through both tangible and intangible products.
  • What almost always needs to be translated into a monetary value? (healthy profit)
    The tangible and intangible products that go into  the experience. (commercial hospitality industry)
  • How can you influence the customer's buying decision?
    By (lowering the) price you can attract customers.
  • When companies only use price to attract customers they have no other alternatives that to compete on price.
  • How can a companies distinguish themselves from competitors?
    By price and offering a product with unique features and benefits.
  • Customers are no longer taking standardised and commoditised products for granted.
  • Companies that offer tailor-made products that keep up with wishes and needs of the customer gain the opportunity to promote the uniqueness of the experience.
  • You need to tell your customers what your product does for them, instead of what it simply is. 
  • What is value?
    The economic sacrifice customers are willing to make in exchange for a hospitality experience.
  • Value means more than price and money.
  • Important: to understand all the customer's needs, including the sacrifices they are willing to make in exchange for buying your product.
  • What kind of sacrifices do customers have to make?

  • Sacrifice of time is an important consideration in the hospitality experience from a customer's point of view.
  • Producer's point of view: time is an essential factor in the quest to earn money by staging hospitality experience.
  • A hospitality experience is a product that can not be stored because it is produced and consumed at simultaneously.
  • What is perishability factor?
    The moment can pass, or the product can age.
  • Most hospitality experiences have restricted capacity. For example you cannot increase the number of products on sale simply by adding extra hotel rooms.
  • How can you achieve optimum profit?
    Organisations need to think carefully how to price and sell their hospitality experience.
  • Unique characteristics of the hospitality experience becomes clear when you define a hospitality product as anything that can be offered to a market for ...?
    1. Attention 
    2. Acquisition 
    3. Use or consumption that might satisfy a want or need
  • Use or consumption that might satisfy a want or need: (including) physical objects, (but also) services, places, organisations, and ideas.
    This definition stresses the importance of both physical and non-physical parts of the product.
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Latest added flashcards

What is the main objective in the service blueprint?
To establish all the details that will encourage both guests and host(s) to interact in accordance with their roles, as designed in the overall scenario.
What is a holistic intangible experience?
That a guest will perceive the offer as a total package, as a whole, and not necessarily look at or asses all the individual elements it consists of.
What determines the level of satisfaction of a guest?
The guest's perception of how service was delivered, the actual execution of the design and the standards, compared to the expectations.
What does the servqual model?
It was the first attempt to analyse customer experience by looking at the 1. Design of the host performance 2. Comparing that (1) to the guest expectations and perceptions.
For what is the servqual model designed?
To link the design of services to customers expectations and perceptions of service quality.
What is a touchpoint?
A touchpoint can be defined as the moment that the guest and the host (concept or brand) 'touch' or interact. 'the moment of truth' or 'attribute'.
What is the key to a successful design for any hospitality experience?
A clear value proposition that is backed up by creating a fit between what the host can and wants to offer and the characteristics and preferences of potential guests.
What creates the rules and norms a hospitality company will live by?
Brand personality and culture.
What is the key in designing hospitality experiences?
The key in designing hospitality experiences is to make sure that this interaction with culture and relationship creates a natural fit between receiver (the guest) and source (the most company).
What is a reflected consumer?
The reflected consumer is the prototypical consumer, from the brand perspective. Similar to persona.