Hospitality Chapters 1 and 2

3. _______________of house employees are employees whose work rarely involves interaction with customers.
5. is a customer who purchases products or services from a hospitality business
6. an activity that is done for another person
9. any activity that people do for rest, relaxation, and enjoyment
10. the person who owns the chain and the brand
11. An organization for students with an interest in a career area, such as hospitality or business
12. the person who buys the right to use the brand
14. is a place to sleep for one or more nights
15. the______ industry consists of businesses that organize and promote travel for business, leisure, and other purposes
17. the ________industry consists of businesses that physically move travelers from one place to another
20. meeting the needs of guests with kindness and goodwill
21. an interaction between a customer and a staff member is called a service ___________

1. the industry that consists of businesses that prepare food and beverages for customers
2. another word for 'place to sleep'
4. the process of meeting people in your professions
6. Customer___________is the positive feeling customers have about a business that meets their needs.
7. a business that has more than one establishment under the same name and the same ownership
8. the right to do business using the brand and products of another business
12. _________of house employees are employees whose main function is to interact with customers
13. _________service in a hospitality business is the total customer experience with that business
16. ___________service is service that meets or exceeds customer expectations
18. the ability to pus yourself in someone else's shoes and know how that person feels
19. a _______ association is a group of people organized to improve themselves, their professions, and their industry.