Chapter 1: Service Makes the Difference Angelo, 2017, p 4 defines service as work done for others.

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Chapter 1: Service Makes the Difference

Angelo, 2017, p 4 defines service as “work done for others. But this definition falls far short of the real meaning of the word.” Factors that impact on service, include the quality of the product, the staff member providing the service and the service expectation of the guest. So, how do people impact on service? Consider the following statement:

“The quality of our work depends on the quality of our people.”

Do you agree with this statement? Substantiate your answer by reflecting on your first impressions and interactions with the staff of your property or a hospitality property/hotel that you know of. (3 marks)

Chapter 2: The travel and Tourism Industry

Change has been constant since the beginning of time. But never was the phenomenon of change as dramatic as in the twentieth century - more specifically, the period following World War II. The pace of change after 1945 was unprecedented, and there are no sings of it slowing down here in the twentieth century. (Angelo 2017)

1. Conduct research about the changes that have taken place in the Hospitality or Tourism industry over the last 5 years, in general, as well as changes that have taken place at your property during this time. Provide a brief summary of these changes. (5 marks )

Chapter 3: Exploring Hospitality Careers

In a July 2017 online article the CEO of Cape Town Tourism, Enver Duminy is quoted as saying: “The outlook for careers in the tourism industry is relatively sunny - with this being Youth Month, it’s the perfect time to highlight the opportunities that exist.” (Read the full article here: https://www.bizcommunity.com/Article/196/373/163385.html (Links to an external site.))

Review Exhibit 1 The Hospitality Industry, in Angelo, 2017, p 48. The hospitality industry is divided into three main categories, with several sub-categories.

Identify any 3 hospitality operations from the industry sub-categories listed in Exhibit 1, and identify a South African company as an example of such an operation. Provide a brief explanation why the company you have identified, fits into that particular sub-category. (7)