hospitality industry leadership
Post on 18-Oct-2014
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DESCRIPTION
A presentation given to Sonoma State University students in the hospitality management certificate program.TRANSCRIPT
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Hospitality Industry Leadership
David L. Jones, Ph.D.Professor and Department Chair
Department of Hospitality Management
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What We’ll Cover
• State of the hotel business today
• Importance of service leadership
• Asian Wave
• Hospitality Education - USF
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State of the Hotel Business Today
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Management Structures
• Owner/Operator• Management Contract• Franchisee• Hybrids
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Non-Brand Owner/Operator & Management Contracts
• Interstate • Felcor• Prime Hospitality• Remington• Pyramid• Crescent
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Who Owns the Hotel?
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Owners = REIT, Pvt. Equity, Banks
Management=Brand
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Financial
Service Quality
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Importance of Service Leadership
Making Service a Priority
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Individual Competence Principles
• Technical/System Skills
• Interpersonal Skills
• Product and Service Knowledge
• Customer Knowledge
• Personal Skills
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Qualities of Service Leaders (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
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Winning People to the 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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Nurture Service Leadership
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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
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Asian Wave
Hospitality and Tourism Industry
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Success of Asian Hospitality IndustryHotels• 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
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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
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Understanding The Lifetime Value 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
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Asian Principles“3 Plus 1 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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Business
HomeEducationalInstitutions
Society
Development of Service Culture
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Hospitality and Tourism Education - USF
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Evolution of Hospitality and Tourism University Education
European Wave - 1893
North American Wave - 1922
Asian Wave – Today
Ecole Hoteliere Lausanne
Cornell University
Hong Kong Polytechnic UniversitySchool of Hotel and Tourism Management
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Capitalizing on the Asian Wave
USF Department of Hospitality Management
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University Resources
Students
Industry
Faculty
Four-legged Stool
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Academia
Industry
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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
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Establishing Our ‘Blue Ocean’
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Three Pillars of Excellence
Glo
bal M
eetin
gs &
Even
ts
Eco &
Eth
os
Wellb
ein
g &
Qu
ality
of L
ife
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Creating the Dialog
• LinkedIn Grou
• Annual Hospitality Industry Symposium
• Future Quarterly Senior Executive Roundtables
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Thank You
Questions?