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Hospitality Industry Leadership
The document discusses the current state of the hospitality industry, emphasizing the significance of service leadership and management structures such as ownership and operational contracts. It outlines the contributions of Asian hotel brands, their driving forces, and principles that enhance customer lifetime value, alongside the evolution of hospitality education at the University of South Florida. Additionally, it highlights the collaborative efforts between academia and industry to develop relevant curricula for aspiring hospitality professionals.
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Hospitality Industry Leadership
- 1. Hospitality Industry Leadership DavidL. Jones, Ph.D. Professor and Department Chair Department of Hospitality Management
- 3. What We’ll Cover •State of the hotel business today • Importance of service leadership • Asian Wave • Hospitality Education - USF
- 4. State of theHotel Business Today
- 5. Management Structures • Owner/Operator •Management Contract • Franchisee • Hybrids
- 6. Non-Brand Owner/Operator & ManagementContracts • Interstate • Felcor • Prime Hospitality • Remington • Pyramid • Crescent
- 7. Who Owns theHotel?
- 8. Owners = REIT,Pvt. Equity, Banks Management=Brand
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- 10. Importance of ServiceLeadership Making Service a Priority 10
- 11. Individual Competence Principles • Technical/SystemSkills • Interpersonal Skills • Product and Service Knowledge • Customer Knowledge • Personal Skills
- 12. Qualities of ServiceLeaders (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
- 13. Winning People tothe 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.
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- 15. 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
- 16. Asian Wave Hospitality andTourism Industry
- 17. Success of AsianHospitality Industry Hotels • Shangri-La • Peninsula • Mandarin Oriental • Dusit Hotels • Nikko • Okura • Oberoi • Lotte • Shilla • Pan Pacific … and many more Airlines • Cathay Pacific • Singapore Airlines • Thai Airways • Korean Air • Asiana • Japan Airlines • ANA • Qantas … and others
- 18. 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
- 19. Understanding The LifetimeValue 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
- 20. Asian Principles “3 Plus1 Factor” • Respect for Elders • “Face” • Giving It • Work Before Self • Importance of the Status of Working for a Hotel • Plus Factor: Educational Sponges
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- 23. Evolution of Hospitalityand Tourism University Education European Wave - 1893 North American Wave - 1922 Asian Wave – Today Ecole Hoteliere Lausanne Cornell University Hong Kong Polytechnic University School of Hotel and Tourism Management
- 24. Capitalizing on the AsianWave USF Department of Hospitality Management
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- 27. Co-creation of Curriculum Determine Competencies- Industry Focus Groups Develop Potential Courses - Faculty Hospitality Management Curriculum with Industry Focused Competencies • Hotel & Restaurant Management Track • Meeting & Event Management Track Prioritize Courses - Industry Focus Groups & Faculty Final Result
- 28. Establishing Our ‘BlueOcean’
- 29. Three Pillars ofExcellence Global Meetings & Events Eco & Ethos Wellbeing & Quality of Life
- 34. Creating the Dialog •LinkedIn Grou • Annual Hospitality Industry Symposium • Future Quarterly Senior Executive Roundtables
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