Hospitality Industry Leadership

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A presentation given to Sonoma State University students in the hospitality management certificate program.

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Hospitality Industry Leadership

  1. 1. Hospitality Industry Leadership David L. Jones, Ph.D. Professor and Department Chair Department of Hospitality Management
  2. 2. What We’ll Cover • State of the hotel business today • Importance of service leadership • Asian Wave • Hospitality Education - USF
  3. 3. State of the Hotel Business Today
  4. 4. Management Structures • • • • Owner/Operator Management Contract Franchisee Hybrids
  5. 5. Non-Brand Owner/Operator & Management Contracts • • • • • • Interstate Felcor Prime Hospitality Remington Pyramid Crescent
  6. 6. Who Owns the Hotel?
  7. 7. Management=Brand Owners = REIT, Pvt. Equity, Banks
  8. 8. Service Quality Financial
  9. 9. Importance of Service Leadership Making Service a Priority 10
  10. 10. Individual Competence Principles • Technical/System Skills • Interpersonal Skills • Product and Service Knowledge • Customer Knowledge • Personal Skills
  11. 11. Qualities of Service Leaders (Berry, 1995) • Service Vision • • • • Focus on details Bond with customer Words and behavior Vision vs. Idealism • Belief in Others • Capacity of others to achieve • Not bosses, acting as a coach • Love of the Business • Pass it on to others • Passion for service • Integrity • Doing the right thing
  12. 12. Winning People to the Vision • They understand the purpose of their work. • They feel they are members of an important group. • They have a sense of ownership of their work. • They have high self-esteem. • They have management support. • They have resources – the time, tools, training – to do the job they are being asked to do. • They have the information about what is going on, what they are doing, and how well they are doing it.
  13. 13. Nurture Service Leadership
  14. 14. Love of Business – How You Can Show It • • • • • • • • • Customers are the reason we are here Sell customers what they want and what fits Emphasize quality of the product Be on the floor Make customers part of the operation Know your menu and services offered Show quality in everything Always smile You sell yourself. Customers come back because of they are friends • Promote the hotel/restaurant 24 hours 15
  15. 15. Asian Wave Hospitality and Tourism Industry
  16. 16. Success of Asian Hospitality Industry Hotels Airlines • Shangri-La • Cathay Pacific • Peninsula • Singapore Airlines • Mandarin Oriental • Thai Airways • Dusit Hotels • Korean Air • Nikko • Asiana • Okura • Japan Airlines • Oberoi • ANA • Lotte • Qantas • Shilla … and others • Pan Pacific … and many more
  17. 17. The Asian Waves: Driving Forces • • • • • • • Population Mobility Rapid economic development Innovations in services Globalization of Asian brands quality of human resources across all levels Unique cultural advantages
  18. 18. Understanding The Lifetime Value of the Customer • Lifetime Value View, Not Transaction View – Chinese Guanxi • Revenue and Profits by Average Customer Over a Lifetime by Segment • Increase Average Purchase, Frequency of Visit, Life • Key to Asian Hotel Leadership
  19. 19. Asian Principles “3 Plus 1 Factor” • Respect for Elders • “Face” • Giving It • Work Before Self • Importance of the Status of Working for a Hotel • Plus Factor: Educational Sponges
  20. 20. Development of Service Culture Business Educational Institutions Home Society
  21. 21. Hospitality and Tourism Education - USF
  22. 22. Evolution of Hospitality and Tourism University Education European Wave - 1893 Ecole Hoteliere Lausanne North American Wave - 1922 Cornell University Asian Wave – Today Hong Kong Polytechnic University School of Hotel and Tourism Management
  23. 23. Capitalizing on the Asian Wave USF Department of Hospitality Management
  24. 24. Four-legged Stool University Resources Faculty Students Industry
  25. 25. Academia Industry
  26. 26. Co-creation of Curriculum Determine Competencies Industry Focus Groups Develop Potential Courses - Faculty Prioritize Courses Industry Focus Groups & Faculty Final Result Hospitality Management Curriculum with Industry Focused Competencies • Hotel & Restaurant Management Track • Meeting & Event Management Track
  27. 27. Establishing Our „Blue Ocean‟
  28. 28. Three Pillars of Excellence Wellbeing & Quality of Life Eco & Ethos Global Meetings & Events
  29. 29. Creating the Dialog • LinkedIn Grou • Annual Hospitality Industry Symposium • Future Quarterly Senior Executive Roundtables
  30. 30. Thank You Questions?

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