Define the products and services of the hospitality, tourism, and recreation industries.

Definition should include

• products (e.g., merchandise, food and beverage)
• services (e.g., housekeeping, spa treatments, tour and travel packages).

Process/Skill Questions:

Thinking

• How does one determine the products and services a facility should offer?
• What are the psychological needs common to all guests?

Communication

• How can a facility communicate its desire to meet guests’ expectations?
• How can guests be encouraged to express their opinions about a facility’s services?

Leadership

• How can leaders create an environment in which all employees put the expectations of guests above everything?
• Why are leaders ultimately responsible for guest satisfaction?

Management

• What role does management play in positive guest relations?
• Why should management provide employee training for customer relations?