HRMPS 13 - CHAPTER 1
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INTRODUCTION TO HOSPITALITY OPERATIONS MANAGEMENT
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HRMPS 13 - CHAPTER 1
- 1. HOSPITALITY OPERATIONS MANAGEMENT CHAPTER 1 Introduction
- 2. Scope and Sequence Week 1: 2. Getting to Know the Hospitality Industry 3. Why people travel? 4. Characteristics of the Hospitality Industry 5. Total Quality Management 6. Professions in Hospitality Industry
- 3. Introduction
- 5. Interrelated Nature of Hospitality and Tourism ASSEMBLY & EVENT MGT RESTAURANT LODGING &MANAGED SERVICE TRAVEL & TOURISM RECREATION
- 6. Interrerelated Nature of Hospitality & Tourism TRAVEL & TOURISM LODGING Air Hotel Cruise ship Motel Online services Resort Rail Coach RECREATION Automobile Attractions Tourism Gaming Parks Recreation
- 7. Interrerelated Nature of Hospitality & Tourism ASSEMBLY & EVENT RESTAURANT & MANAGED MANAGEMENT SERVICES Meetings Restaurants Conventions Managed services Destination Companies Events Exposition
- 8. Why People Travel - Their Motivations Visiting friends and Heritage relatives Ecotourism Health Attraction Education Recreation Religion Leisure/pleasure Sports Festivals Shopping Gaming Adventure
- 9. Characteristics of the Hospitality Industry 365 days – 24/7 Longer working hrs. (ave. 10 hrs/day) Weekends and holidays Shift work (4 shifts) Intangible Perishabiltiy of product
- 10. SERVICE & TOTAL QUALITY MANAGEMENT TQM is a participatory process that empowers all levels of employees to work in groups to establish guest service expectations and determine to meet or exceed their expectations. What is the difference bet QC and TQM? Quality control focuses on the “error” detection, whereas TQM focuses on error prevention.
- 11. Professions in the Hospitality Ind.
- 12. Career Path in Restaurants and Managed Services Busser Food attendant shift leader Management trainee Asst. Mgr Manager Gen, Mgr. Regional Mgr. Vice Pres. President
- 13. Careers Managed Service Lodging Asst. Food service director Corcierge Food Service director Management trainee Gen. Manager Asst. Dept Head (various dept) District Manager Dept. head Vice Pres F&B / Rooms Division Mgr President F&B/ Rooms Division director Sales & Mktg. Manager General manager
- 14. Careers in Club Management Convention & Expositions 2-4 yrs. Culinary & Service Coordinator Asst. Banquet / dining room manager Event manager Catering Manager Sales manager F & B manager Club Manager Asst. Gen. Manager General Manager General Manager
- 15. Careers in Catering Event Management Cook and server Entery-level planner Event food preparation chef Coordinator Supervisor of event food service Meeting manager Manager of food service Conference coordinator Catering Manager Convention planner
- 16. Careers in Recreation & Leisure. Gaming & Entertainment Amusement, Theme Parks Croupier Attendants Dealer Curator Slot attendant Camp coordinator Section supervisor Recreation facilities coordinator Asst. Section supervisor Senior Recreation Coordinator Game manager Recreation / Aquatic Coordinator Floor manager Parks & Recreation Director Casino Manager Deputy Parks & Recreation Director
- 17. Trends in Hospitality & Tourism Globalization Safety & Security Diversity Service Technology Legal issues Changing demographics Price Value
- 18. Summary: The hospitality & tourism industry are the largest and fastest growing industries in the world. Hospitality business are open 365 days/year and 24 hrs/day One essential difference between the hospitality business and other businesses is that hospitality are selling an intangible and perishable products. Total Quality Management has helped improve service to guest by empowering employees to give service that exceeds guest expectations Now is a great time to be considering a career in the hospitality and tourism because thousands of supervising managers are needed for this dynamic industry.
- 19. Activity: Resume/ Job interview 2. What are the duties and responsibilities of this position 3. What are your future plans 4. Why should I hire you?
Notes de l'éditeur
- WEEK 1
- Welcome future industry leaders to the world of hospitality. We’re glad you’re here. The hospitality industry is a fascinating, fun, and stimulating one in which to enjoy a career, plus you get compensated quite well and have excellent advancement opportunities
- In 17 th century , the early Europeans explorers, pineapples were brought back (pasalubong) from the West Indies, as a symbol of welcome, friendship and hospitality. From then on pineapple was cultivated in in Europe and became a favored fruit to serve to royalty and the elite. Later the pineapple was introduce to North America as a symbol of hospitality as well.
- Restaurants – meet their biological need (hunger), socialization, entertained Managed service: Food services are provided for airlines, military facilities, schools, colleges, health care operations, business and industry
- People travel for many reasons. A trip away from home might be for a vacation, work, to attend a conference, visit a college campus. Many professions are necessary to meet the needs and wants of people away from home. You are a part of their lives, in the future you will provide services to these people, you will make them comfortable, pleasurable and memorable for travellers.
- Shift hrs. Morning shift :7 am Mid shift : 10 am Evening shift : 3 pm Night shift : 11 pm Perishability: for example, we have 1,400 rooms in inventory, that is available to sell, but we sell only 1,200 rooms. What do we do with the 200 unsold rooms? Nothing, we permanently lost 200 room nights and their revenue.
- A fiercely competitive market place in the hospitality industry is exerting and enormous pressure to deliver “superior” service. Many hospitality companies has jumped on the service quality band wagon. The Malcom Baldridge National Quality Award is the highest level of national recognition for the quality the US company can receive. The award promotes an understanding of quality excellence. RITZ-CARLTON Hotel received this award. Note: The term “guest” is preferred over the term “customer”. Implementing TQM is exciting bec. Everyone is involve, there is no stopping the creative ways employees will find to solve guest related problems and improve service. Other benefits include cost reduction and increase guest and employee statisfaction, leading ultimately increase profits. Quality control is generally “product oriented”, rather than service oriented. To the guest, services are experiential, they are felt, lived through, and sensed.
- The hospitality industry is a vibrant and glamorous field. A career in hospitality opens up opportunities to earn a very good living with six-figure incomes, almost all-expenses-paid and it offers a more dynamic work environment than most professions,” Catrett says. “If you consider the level of accommodation that companies provide for top managers, or even the day-to-day perks that hotel and restaurant managers get for free, you find that the salaries are very competitive with other industries.”
- Golf, country, city, athletic, yacht,
- 4. Curator Duties: Manage activities in operating such institutions as museums, botanical gardens, arboretums, art galleries, herbariums or zoos.
- Globalization – we have become a global village. Wehave an opportunity to work and vacation in other countries, more people travel freely around the world. Safety & security – Since 9-11. Increase scrutiny in airports, federal and other buildings, Personal safety of guest is the top priority. Diversity – The hospitality industry is the most diverse of all industries. Diverse employee population, diverse group of guests, diverse cultures, join the hospitality workforce. Service – world class service Technology – standardization of software and hardware design Legal Issues – lawsuits are not only frequent, but they cost more Changing demographics – Increasing population of the baby boomers. Many retirees have time and money to travel Price value – guests want more for their money Sanitation – Guests expect to eat healthy and have been prepared in a sanitary environment