12. 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
13. 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.
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
17. Success of Asian Hospitality 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 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
20. 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
23. 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 University
School of Hotel and Tourism Management
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