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Hospitality industry

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Some parts of the hospitality industry

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Hospitality industry

  1. 1. HOSPITALY INDUSTRY ROOMS DIVISION OPERATIONS
  2. 2. FUNCTIONS OF A HOTEL Lodging accommodations Revenue centers Cost centers Serve and enrich society Profit for the owners
  3. 3. ROLE OF A GENERAL MANAGER Chief Operating Officer (COO) Ensuring highest level of associate and guest service Overseeing and coordinating operations Increasing profitability
  4. 4. QUALITIES OF SUCCESSFUL HOSPITALITY LEADERS Leadership Attention to detail Follow-through People skills Patience Ability to delegate effectively
  5. 5. EXECUTIVE COMMITTEE General manager Director of human resources Director of food and beverage Director of rooms division Director of marketing and sales Director of engineering Director of accounting
  6. 6. FIGURE 1 EXECUTIVE COMMITTEE CHART
  7. 7. ROOMS DIVISION Front office Reservations Housekeeping Concierge Guest services Security Communications
  8. 8. FRONT OFFICE MANAGER (FOM) Enhance guest services Ensure the desired percentage of each market segment is achieved Make and exceed budget forecasts
  9. 9. BASIC FUNCTIONS OF THE FRONT OFFICE Review previous night’s occupancy/ADR Review arrivals/departures/VIP rooms Staffing adjustments/scheduling Look over market mix Meet with lead GSAs Sell rooms Maintain balanced guest accounts Offer services such as faxes, mail, messages, etc.
  10. 10. FOOD AND BEVERAGE OPERATIONS
  11. 11. FOOD AND BEVERAGE DIVISION Kitchen Catering Banquet Restaurants Room service Minibars Lounges Bars Stewarding
  12. 12. SKILLS FOR FOOD AND BEVERAGE DIRECTORS Leadership Training Motivation Budgeting Cost control And much more
  13. 13. KITCHEN ORGANIZATION Executive chef:  Responsible for guest satisfaction  Ensures food quality and consistency Sous chef:  Second in command  Day-to-day operations
  14. 14. KITCHEN ORGANIZATION (CONT.) Chef tournant: Rotates through kitchen Relieves the chef station Station chef: Responsible for different areas within the kitchen Examples: Pastry chef, fish chef, and banquet chef Roast, grill, and pantry
  15. 15. CAREERS IN HOSPITALITY
  16. 16. IS THE HOSPITALITY INDUSTRY RIGHT FOR YOU? Based on quality of service Personal qualities needed: Honesty Willingness to work hard Team player Willingness to work long hours Ability to deal with stress Good decision-making skills Good communication skills Dedicated to exceptional service Desire to exceed guest expectations
  17. 17. WHAT DO RECRUITERS LOOK FOR? Service orientation Solid work experience Involvement in on-campus and professional organizations Positive outlook Good GPA Initiative
  18. 18. SELF-ASSESSMENT Personal SWOT analysis: Pinpoint strengths to maximize Pinpoint weaknesses to minimize Pinpoint opportunities to use to your advantage Pinpoint threats to neutralize
  19. 19. PROFESSIONALISM AND ETIQUETTE Companies’ expectations vary but must be met Dress/attire Etiquette is how we behave and make others feel comfortable First impressions are critical Table manners Treat others with dignity and respect
  20. 20. PROFESSIONAL ORGANIZATIONS AND ASSOCIATIONS Visit the following organizations’ websites for more information: The International Council on Hospitality Education National Restaurant Association American Hotel and Lodging Association International Special Events Society Professional Convention Management Association National Society of Minorities in Hospitality
  21. 21. ETHICS Set of moral principles and values that people use to make decisions about right and wrong Basic common values: Integrity Respect for human life Self-control Honesty Courage Golden rule Reasonable person standard
  22. 22. SOCIAL RESPONSIBILITY OF BUSINESS Issues include: Truth in menu Nutrition and obesity Atkins diet Recycling Ronald McDonald House
  23. 23. CAREERS IN TRAVEL AND TOURISM Air Sea Rail Auto Attractions
  24. 24. CAREERS IN RESTAURANTS Restaurant industry employs over 12 million people Management positions: Owner President/vice president General manager Restaurant manager Bar manager Kitchen manager

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