chapter 1-the hospitality industry & you

8/12/2019 Chapter 1-The Hospitality Industry & You

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University of San CarlosSchool of Business and Economics

Department of Hospitality Management

NOTES FOR THB 11R- PRINCIPLES OF ORGANIZATION & MANAGEMENT IN THE HOSPITALITY INDUSTRYINSTRUCTOR: IVAN CARLO MARIBAO CORRIENTECHAPTER 1- THE HOSPITALITY INDUSTRY & YOU

WELCOME FUTURE LEADERS OF THE INDUSTRY!Hospitality industry is an exciting place to be:

Its fascinating. Its fun. It offers competitive pay. It offers advancement opportunities.

II. HOSPITALITY SPIRIT! Works to create memories Everyday guests rely on us for service Passion is in the service element

People with a Service Spirit are happy to do something extra to make the guests experience memorable The WOW factor!

III. WHAT IS HOSPITALITY?The reception and entertainment of guests, visitors, or strangers with liberality and good will.

Liberality : means generosity or broad-mindedness Good Will : means willingness to help others

IV. HOSPITALITY INDUSTRIES:

Hotels/Motels Natural Attractions Entertainment Venues

Resorts Gaming Entertainment Bars/ Night Clubs/Lounges

Vacation Ownership Museums Casinos

Hostels Shopping Malls Vending Operations

Caravans Tour Companies Caterers

Camping Sites/Facilities Hotel/Rest. Suppliers Conference Centers

Airlines Historical Sites Bed & Breakfast

Cruise ships Cameras and Film Events Planning/Management

Rail Maps & Travel Books Spa

Car rental/Taxi Services Arts Venues Souvenirs

Bus coaches Cafes/Coffee Shops Leisure & Recreation Facilities

Restaurants Food Producers/Suppliers Laundry Services

Fast foods Banking & Financial Services Exchange Rates

Service Companies

Wine Merchants Reservation Systems

Theme Parks/Amusement Parks Beverage Mfr & Dist.

V. CHARACTERISTICS OF THE HOSPITALITY INDUSTRY: Our services are mostly intangible the guest cannot test -drive a nights stay or taste the steak

before dining


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It refers to the fact that a service (since it lacks physical existence form) cannot be seen,smelled, tasted, touched, or stored.

There is inseparability of production and consumption of the service product , due to each guests uniquedemands

There is also the perishability of our product -It refers to the fact that (in general), services cannot be produced & stockpiled (inventoried) before consumption ;

they exist only at the time of their production. There is also the variability of the product .

-They are capable of being varied or changed; alterable

VI. HOSPITALITY INDUSTRY PHILOSOPHY:

Whether youre an executive or a frontline employee, you need a Service Philosophy that guides yourinteractions with guests.

A Participative Management Style which results in associate empowerment, increased productivity, and guestand employee satisfaction

We define a service philosophy as your values and priorities of what is important when interacting withguests

Most of our companies have a service philosophy. Some of us have a service philosophy, and many of us haveone that we preach and a different one that we actually use. (Or, a philosophy we follow when our leadersare aroun d and another we follow when theyre not.)

A great way to get to know your frontline team is to find out what their personal service philosophy is.Employees who provide the best service are those who are most clear about their personal servicephilosophy. This is no accident it has everything to do with training, experience, and a professionalcommitment to their jobs.

Corporate philosophy embraces the values of the organization including ethics , morals , fairness , andequality.

VII. THREE MAIN OBJECTIVES OF THE HOSPITALITY MANAGER:

As a successful manager in the hospitality industry, you must exhibit many skills and command much specialized

knowledge all directed toward achieving the managerial objectives listed below:

1. Make the guest feel welcomed This requires both a friendly manner on your part toward the guest and an atmosphere of liberality

and good will among the people who work with you in serving the guest . That often translates to anorganization in which workers get along well with one another.

2. Make sure things (products & services) work for the guest Everything needs to be clean and in working order before the guests step foot on the establishment.

A hospitality system requires a lot of work and the Manager must see that it is done properly andmaintained at all times .

3. Make sure the operation continues to provide service and make a profit As a Manager, the key to achieving this objective lies in achieving a controlled profitable operation . A

good term to describe this management concern is conformance to budget .

VIII. THREE MAIN OBJECTIVES OF THE HOSPITALITY MANAGER: SUMMARY

Simply stated, these objectives suggest that managers must be able to relate successfully to employees andguests, direct the work of their operation, and achieve operating goals within a budget - that is, to run aproductive operation within certain constraints.


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IX. CAREER PATHS:

X. THE DOWNSIDE:

Long Hours Nontraditional schedules Pressure Low Beginning Salaries Frequent Relocation

XI. HOSPITALITY CAREERS: The industry offers more career options than most The work is varied There are many opportunities to be creative This is a people business

Hospitality jobs are not nine-to-five jobs There are opportunities for long-term career growth There are perks associated with many hospitality jobs Hospitality jobs can be intrinsically satisfying and meaningful

XII. LODGING CAREERS:

ENTRY LEVEL MID-LEVEL UPPER MANAGEMENTHousekeeper

Front Desk Clerk/OfficerReservations Clerk/Officer

Reservations ManagerExecutive HousekeeperFront Office Manager

Personnel DirectorSenior Sales Manager

Controller


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XIII. FOODSERVICE CAREERS:

ENTRY LEVEL MID-LEVEL UPPER MANAGEMENTCrew person

Crew supervisorLead Positions

Manager TraineeChef

Unit ManagerController

Kitchen ManagerCatering Manager

Executive ChefGeneral ManagerDistrict Manager

Regional ManagerOperations Director

Other DirectorsCFO

President/CEO

XIV. RESTAURANT INDUSTRY POSITIONS:

Banquet Manager Bartender/Cocktail Server Broiler Cook Busperson Counter Person Dining Room Manager Dishwasher Executive Chef Expediter Food & Beverage Director

Food Server Fry/Saut Cook

Host/Hostess Kitchen Manager Pantry Cook Pastry Chef Restaurant Manager Sous Chef Storeroom Person Unit Manager

XV. TRENDS AFFECTING THE FUTURE OF THE HOSPITALITY INDUSTRY:

Increased responsibility for employees and managers through employment Greater diversity of the workforce Guests concerns with security Consumers and governments concern with sanitation Globalization Increasing Competition Emphasis on Service Customers Growing Value Consciousness Changes in Marketing and Management made possible by Technology

Food Service Staff/FoodAttendant

Catering Sales ManagerSales Manager

Food & Beverage DirectorDirector of Sales & MarketingGeneral Manager/ Resident

Manager

chapter 1-the hospitality industry & you

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