1. HOSPITALITY OPERATIONS
MANAGEMENT
CHAPTER 1
Introduction

2. Scope and Sequence
Week 1:
2. Getting to Know the Hospitality Industry
3. Why people travel?
4. Characteristics of the Hospitality Industry
5. Total Quality Management
6. Professions in Hospitality Industry

3. Introduction

4. The Pineapple Tradition

5. Interrelated Nature of Hospitality and
Tourism
ASSEMBLY &
EVENT MGT
RESTAURANT
LODGING &MANAGED
SERVICE
TRAVEL &
TOURISM RECREATION

6. Interrerelated Nature of Hospitality & Tourism
TRAVEL & TOURISM LODGING
 Air  Hotel
 Cruise ship  Motel
 Online services  Resort
 Rail
 Coach RECREATION
 Automobile  Attractions
 Tourism  Gaming
 Parks
 Recreation

7. Interrerelated Nature of Hospitality & Tourism
ASSEMBLY & EVENT RESTAURANT & MANAGED
MANAGEMENT SERVICES
 Meetings  Restaurants
 Conventions  Managed services
 Destination
 Companies
 Events
 Exposition

8. Why People Travel - Their Motivations
 Visiting friends and  Heritage
relatives  Ecotourism
 Health  Attraction
 Education  Recreation
 Religion  Leisure/pleasure
 Sports
 Festivals
 Shopping
 Gaming
 Adventure

9. Characteristics of the Hospitality Industry
 365 days – 24/7
 Longer working hrs. (ave. 10 hrs/day)
 Weekends and holidays
 Shift work (4 shifts)
 Intangible
 Perishabiltiy of product

10. SERVICE & TOTAL QUALITY
MANAGEMENT
TQM is a participatory process that empowers all levels of
employees to work in groups to establish guest service
expectations and determine to meet or exceed their
expectations.
What is the difference bet QC and TQM?
Quality control focuses on the “error” detection, whereas TQM
focuses on error prevention.

11. Professions in the Hospitality Ind.

12. Career Path in Restaurants and Managed
Services
Busser
Food attendant
shift leader
Management trainee
Asst. Mgr
Manager
Gen, Mgr.
Regional Mgr.
Vice Pres.
President

13. Careers
Managed Service Lodging
 Asst. Food service director  Corcierge
 Food Service director  Management trainee
 Gen. Manager  Asst. Dept Head (various dept)
 District Manager  Dept. head
 Vice Pres  F&B / Rooms Division Mgr
 President  F&B/ Rooms Division director
 Sales & Mktg. Manager
 General manager

14. Careers in
Club Management Convention & Expositions
 2-4 yrs. Culinary & Service  Coordinator
 Asst. Banquet / dining room manager
 Event manager
 Catering Manager
 Sales manager
 F & B manager
 Club Manager  Asst. Gen. Manager
 General Manager  General Manager

15. Careers in
Catering
Event Management
 Cook and server
 Entery-level planner
 Event food preparation chef
 Coordinator
 Supervisor of event food service
 Meeting manager
 Manager of food service
 Conference coordinator
 Catering Manager
 Convention planner

16. Careers in
Recreation & Leisure. Gaming & Entertainment
Amusement, Theme Parks  Croupier
 Attendants  Dealer
 Curator  Slot attendant
 Camp coordinator  Section supervisor
 Recreation facilities coordinator  Asst. Section supervisor
 Senior Recreation Coordinator  Game manager
 Recreation / Aquatic Coordinator  Floor manager
 Parks & Recreation Director  Casino Manager
 Deputy Parks & Recreation Director

17. Trends in Hospitality & Tourism
 Globalization
 Safety & Security
 Diversity
 Service
 Technology
 Legal issues
 Changing demographics
 Price Value

18. Summary:
 The hospitality & tourism industry are the largest and fastest growing
industries in the world.
 Hospitality business are open 365 days/year and 24 hrs/day
 One essential difference between the hospitality business and other
businesses is that hospitality are selling an intangible and perishable
products.
 Total Quality Management has helped improve service to guest by
empowering employees to give service that exceeds guest expectations
 Now is a great time to be considering a career in the hospitality and
tourism because thousands of supervising managers are needed for this
dynamic industry.

19. Activity:
Resume/ Job interview
2. What are the duties and responsibilities of this position
3. What are your future plans
4. Why should I hire you?