Understanding Hospitality Concepts

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Definition of hospitality

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and generous reception and entertainment of guests

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Key sectors in hospitality

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food and beverage, travel, tourism, events

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Front of house

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where staff interact directly with guests

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Back of house

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not seen by guests, e.g. kitchens, offices

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Concierge role

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guests with services, bookings, and information

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Housekeeping duties

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maintaining rooms, replenishing supplies

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Guest satisfaction

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or exceeding guest expectations

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Customer service skills

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patience, problem-solving, empathy

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Room occupancy rate

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of rooms occupied over a period

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All-inclusive package

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meals, drinks, and activities included