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Module 2 Assignment - Chapter 1 - Zamora

My potential career path is in Hospitality Management. I am passionate about overseeing operations within hotels, resorts, and other hospitality establishments to ensure guests have an exceptional experience.

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18 views3 pages

Module 2 Assignment - Chapter 1 - Zamora

My potential career path is in Hospitality Management. I am passionate about overseeing operations within hotels, resorts, and other hospitality establishments to ensure guests have an exceptional experience.

Uploaded by

evenwriter1
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Angel Zamora

HMGT 101, Introduction to the Hospitality Industry

Professor Sercey

2024

Module 2 Assignment- Chapter 1

What is your potential career path?

My potential career path is in Hospitality Management. I am passionate about overseeing


operations within hotels, resorts, and other hospitality establishments to ensure guests have an
exceptional experience. I am particularly interested in roles that involve managing staff,
improving service quality, and enhancing customer satisfaction.

Explain how hospitality and tourism are interrelated.

Hospitality and tourism are closely interrelated as they both focus on providing services
to travelers. Tourism involves traveling for leisure, business, or other purposes, and hospitality
provides the accommodations, food, and services that tourists need. The success of tourism
heavily relies on the quality of hospitality services, as positive experiences in hotels, restaurants,
and attractions encourage repeat visits and positive word-of-mouth.

Explain three of the seven deadly sins of service and give an example of each.

 Apathy: Lack of interest or concern in serving customers. For example, a hotel


receptionist who ignores guests waiting to check in displays apathy.
 Coldness: Unfriendly or indifferent behavior towards customers. An example is a
restaurant server who is curt and dismissive when taking orders.
 Robotism: Treating customers mechanically without personal engagement. For instance,
a flight attendant who repeats scripted responses without genuine interaction exemplifies
robotism.

What are five key attributes beneficial for a career in hospitality?

 Communication Skills: Essential for effectively interacting with guests and colleagues.
 Empathy: Understanding and addressing the needs and concerns of guests.
 Adaptability: Ability to handle unexpected situations and diverse guest requests.
 Attention to Detail: Ensuring high standards of service and cleanliness.
 Teamwork: Collaborating with colleagues to provide seamless service.

What are three categories of questions that need to be answered to make ethical decisions?

 Consequential Questions: What are the potential outcomes and impacts of this decision?
 Fairness Questions: Is this decision fair and just to all parties involved?
 Character Questions: Does this decision align with my values and integrity?

How does Anna Dolce explain the difference between service and hospitality in her TEDxBend
talk, and why is it important for hospitality professionals to know this difference?

Anna Dolce distinguishes service from hospitality by highlighting that service is about
completing tasks, while hospitality focuses on creating positive emotional experiences. Service
involves routine, predictable actions, whereas hospitality anticipates and meets unexpressed
needs, providing personalized and memorable interactions. For hospitality professionals,
understanding this difference is crucial as it enhances guest experiences, fosters customer loyalty,
provides a competitive edge, and increases employee engagement, leading to a more meaningful
and fulfilling work environment.
Work Cited

TEDx Talks. “Service Isn’t Same as Hospitality | Anna Dolce Dolce | Tedxbend.” YouTube,
YouTube, 4 May 2018, www.youtube.com/watch?v=qkU3uwWyAn8.

Walker, John R., Exploring the Hospitality Industry. Pearson Education. 4th Ed, 2019

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