careers in the hospitality industry€¦ · hospitality industry. base-line questions •give some...

CAREERS IN THE HOSPITALITY INDUSTRY

Ancillary and Support Positions

Base-line Questions

• What is Ancillary or support positions in the Hospitality Industry?

• Positions that are supporting the functions of the hotel but are not only limited to the hospitality industry.

Base-line Questions

• Give some examples of support positions in a hotel.

• Sales and marketing

• IT

• HR

• Security

• Finance and accounting

ANCILLARY/SUPPORT POSITIONS

ANCILLARY/SUPPORT POSITIONS

ANCILLARY/SUPPORT POSITIONS

ANCILLARY/SUPPORT POSITIONS

SALES & MARKETING

• Sales and marketing are often combined

• The marketing team must ensure that their establishment stands out from all the rest:

– Use every method possible to communicate to potential clients

– Use interesting and creative material

– Through website, social media, billboards, SMSes, telemarketing etc.

SALES & MARKETING

Marketing Department

• The marketing manager oversees and organises the following:

– Conduct market research

– Draw up a marketing plan

– Promotions

– Special events and tradeshows

– Carry out sales training and motivate sales staff

– Building the brand and customer loyalty

SALES DEPARTMENT

• Sales coordinator-sales manager – sales director

• Applying the strategies developed by the marketing department

• Generating new corporate clients

• Maintaining existing clients

Interrelationship

• The finance department sets targets for the marketing and sales department to reach

• The marketing department must work according to a budget approved by the finance department

FINANCE AND ACCOUNTING

WHY IS ACCOUNTING NB?

• Every businessperson must know:

– How much money is coming in

– How much money is going out (being spend)

– How much money is owed to the business

– How much money is owed by the business

Business owners can only plan for the future is all the above information is available and accurate!

FINANCE AND ACCOUNTING

• Financial manager: oversees all financial procedures and signs contracts with the service providers. Accounts department, IT manager and F&B cost controller reports in to him.

• Accountant: Pay staff salaries, controls banking procedures, oversees auditing and ensures complying with SARS.

• Credit/Debit Clerk: Invoice debtors and ensures creditors are paid.

FINANCE AND ACCOUNTING

• Night auditor: Controls transactions performed during the day in the hotel and are billed to guests account – ensures the bill is up to date and ready by check out the next morning

• Draws up reports of transactions concluded the previous day

FINANCE AND ACCOUNTING

• More duties of this department: – Safeguarding the business’s assets

– Maintaining the hotels’ accounting records

– Preparing financial reports

– Drawing up budgets

– Preparing the cash flow forecasts

– Overseeing the cashiers and putting systems in place

– Stocktaking

– Collections

– Customers queries

SECURITY DEPARTMENT

WHAT TO BE PROTECTED AGAINST:

• Credit card skimming

• Liability or insurance fraud

• Terrorism

• Information technology

• Gambling fraud

SECURITY DEPARTMENT

• Under supervision of the Security manager:

– Consisting of security guards etc.

– Responsible for security and safety of guests

– Responsible for security and safety of personnel

– Responsible for security of property and key control

SECURITY MANAGER

• Ensures the training of all security personnel

• Ensures all staff are aware of security procedure

• Carrying out patrols of key areas of the hotel

• Ensuring that the CCTV systems are installed and that they are fully functional

• Responsible for all master keys

• Controlling the implementing and use of two-way radios

SECURITY DEPARTMENT

• Security guard:

– Access control

– Be vigilant and watch out for suspicious vehicles or activities

– Respond to guests’ complaints and concerns about noise and security issues

– Be able to respond swiftly and appropriately o emergency situations

SECURITY DEPARTMENT

• IT security

• Driver of armored cars (cash in transit)

• Casino surveillance

• Body guards

HR DEPARTMENT

HR DEPARTMENT

• Recruit the correct staff

• Train the staff effectively

• Listen to grievance and settle disputes

• Responsible for counseling and disciplinary action

• Sick leave and payroll

HR DEPARTMENT

• HR manager

• Trainer or administrative staff

• Other possible careers:

– Job profiling

– Performance management

– Employment equity

– Payroll

– Recruitment

IT DEPARTMENT

IT DEPARTMENT

• IT person/department is responsible for:

– Implementing

– Maintaining

– Upgrading

– Troubleshooting

The point of sales (POS) software as well as software for stock taking, orders, bookkeeping and wages

IT DEPARTMENT

• A large hotel will need a range of software for each department, e.g.

– Accounting software for the finance department

– Payroll, time and attendance for the HR department

– Recipe management and cost control software in the kitchen

– Linen tracking software in the housekeeping department