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Summary: Chi
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1 CHI Exam
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A la carte
Each individual item on the menu is listed separately
Each item has its own price -
Semi a la carte
A la carte but some dishes include a salad/starc/vegetables in the price -
Importance of safety & security
Money
Reputation
Law
Moral responsibility -
Crisis management - globalization
Prevention
Preparedness
Response
Recovery -
Prevention -> safety for the guest
First aid
Accident report -> protect hotels against clams -> let the guest sign -
Safety and security plan:
Protection of human life
Limit risk of accidentens
Protection of possessions
Resume normal operation asap -
What to do in case of armed robbery
Keep calm
Think of your own safety
Pay attention to all detail of the robber -
What to do in case of Bomb threat
Keep the caller talking as long as possible
Note as many particulars as possible
Report authorities/management
Decide to evacuate or not -
Characterisitcs Hosp. Industry
24/7 - 3 shifts
Guest satisfaction
Intangible: the guest cannot test drive
Inseparability of production
We cannot store the rooms that we do not sell - perishability of the product
Product = hospitality -
Why is the hospitalty industry unique:
Because the employees are part of the product
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