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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
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