introduction to management in hospitality industry

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Chapter 1

The Hospitality Industry andYou

Hotel operations and Management

Copyright © 2010 by John Wiley & Sons, Inc. All Rights Reserved



WHAT IS HOSPITALITY?

Many peoples’ denition o! hospitalitye"tends only to resta#rants and hotels

In reality$ it goes !ar %eyond this and

in&l#des any organi'ation thatpro(ides !ood$ shelter and otherser(i&es to people a)ay !rom home

When (ie)ed in this light$ thehospitality ind#stry &an %e *#ite largeand !ar rea&hing

Also$ the n#mero#s &areero ort#nities %e&ome readil



HOSPITALITY

Oxford English Dictionary, hospitalitymeans “the reception andentertainment o! g#ests$ (isitors or

strangers )ith li%erality and good)ill+,




St#dents &onsidering entering theeld o! hospitality sho#ld ta-e into&onsideration all o! the types o!

%#sinesses that hospitalityen&ompasses %#t also$ the (ario#s&areer streams in !#n&tional areas

a&ross segments .s#&h as a&&o#nting$nan&e$ mar-eting$ h#man reso#r&es$et&+/

One o! the &ommon threads that %inds

all segments together is the ser(i&e




An interesting note O(er the last 12years$ other types o! %#sinesses ha(e%eg#n to re&ogni'e the #ni*#e

&om%ination o! s-ills that hospitalityst#dents possess 0 the &om%ination o!so#nd %#siness and management

along )ith a ser(i&e orientation As a res#lt$ other ind#stries ha(e%eg#n to re&r#it hospitality grad#atesin&l#ding health &are and retail




This is a parti&#larly e"&iting time to%e asso&iated )ith the ind#stry gi(enthe ample &areer opport#nities$ the

e&onomy$ ne) de(elopments$emerging mar-ets$internationali'ation o! &ompanies and

&on&epts$ et&+ The ind#stry !a&es &ertain &hallenges$too$ )hi&h )ill %e dis&#ssedthro#gho#t the &o#rse



P3IMA3Y S4CTO3S

So$ )hat are some o! the primary se&tors)ithin the hospitality ind#stry? They in&l#de

Lodging .not 5#st limited to traditional

hotels/ 6oodser(i&e .not 5#st limited to resta#rants/

7aming operations

Pri(ate &l#%s

Theme par-s 8estination management &ompanies



P3IMA3Y S4CTO3S.CO9TI9:48/

Meetings and &on(entions .planningand operations/

Managed par- en(ironments .nat#ral/

3esorts

Senior li(ing

Managed ser(i&es

Cons#lting ser(i&es



TH4 MA9A743’S 3OL4

The role o! the manager is &riti&al in &reatingthe en(ironment in )hi&h the !ollo)ing )illo&&#r

Ma-ing the g#est !eel )el&ome Ma-ing things )or- !or the g#est

Maintaining a prota%le .or ;s&allyresponsi%le,/ operation

A degree in hospitality management is designedto allo) st#dents to %e e<e&ti(e in these areas



HOW TO P34PA34 6O3 A CA3443I9 TH4 HOSPITALITY I98:ST3Y

Wor- yo#r )ay #p thro#gh anorgani'ation ! 9o g#arantee

! Only learn one )ay 4arn a general degree or degree in the

li%eral arts ! May not pro(ide as *#i&-$ or dire&t$ a&&ess to

opport#nities 4arn a general %#siness or management

degree ! Pro(ides the good so#nd %#siness -no)ledge %#t

may not %e spe&i& eno#gh



WHY 8O ST:849TS ST:8YHOSPITALITY MA9A74M49T?

Personal )or- e"perien&e

6amily %a&-gro#nd

Conta&t )ith other st#dents

4n5oy people$ !ood$ tra(el$ et&+

Opport#nities !or employment andad(an&ement

8esire to o)n their o)n %#siness

8esire to %e independent



4MPLOYM49T OPPO3T:9ITI4S

Most segments o! the hospitalityind#stry are pro5e&ted !or &ontin#edgro)th in the n#m%er o! management

positions Opport#nity to ad(an&e as &ompanies

gro)

Some segments are greatly o#tpa&ing

the a(erage 9e) and emerging segments o! the

ind#stry

7ro)th in !ran&hise opport#nities



COM=I9I97 48:CATIO9A98 WO3> 4P43I49C4

The pre(ailing philosophy in hospitalityed#&ation is that the %est )ay to the top isthro#gh a strategi& &om%ination o! ed#&ationand e"perien&e

The ed#&ation &omponent is sel!@e"planatory 0it is the res#lt o! past res#lts and !#t#ree"pe&tations

The e"perien&e &omponent is t)o@!old

! Some o! the opport#nities )ill &ome !rom thedepartment thro#gh internships$ et&+

! Other opport#nities )ill &ome !rom yo#r o)ninitiati(es loo-ing !or s#mmer 5o%s and part time )or-%e strategi& a%o#t ho) yo# &hoose yo#r 5o%s and

ho) yo# progress



COM=I9I97 48:CATIO9A98 WO3> 4P43I49C4

9ot all learning &omes stri&tly !rom&lassroom learning andBor on@the 5o%learning

There are other opport#nities !orlearning a%o#t yo#r &hosenpro!ession+

These in&l#de 6ield trips

St#dent pro5e&ts

St#dent &l#%s

Sales %lit'es



ST:849T CL:=S

4ta Sigma 8elta$ International HospitalityManagement So&iety

! As a traditional honor so&iety$ it meets the

standards o! the Asso&iation o! CollegeHonor So&ieties hospitality st#dents in their 5#nior year )ith a D+2 or %etter grade pointa(erage are eligi%le !or mem%ership

Others Wine &l#%s$ 3esta#rant asso&iations$Cl#% managers asso&iations$ Tra(el and To#rism 3esear&h Asso&iation$ et&+



L4A39I97 ST3AT47I4S6O3 TH4 WO3>PLAC4

Try to #nderstand the organi'ation ! 6ormal organi'ation

! In!ormal organi'ation

Try to #nderstand the physi&al plant ! Wor- Eo)

! 7#est Eo)

Try to #nderstand the di<erent !#n&tional

areas ! =a&-@o!@the@ho#se

! 6ront@o!@the@ho#se

! Try to )or- in ea&h



74TTI97 A FO=

9e)spapers .notG/

We% so#r&es

6riends

6amily

:ni(ersity pla&ement o&e

Fo% postings

9et)or-ing

Cold &alling



WHAT 8O 4MPLOY43S LOO>6O3?

8edi&ation and &ommitment

8esire to ser(e others

8e&ision ma-ing s-ills

Comm#ni&ation s-ills

4"perien&e

In(ol(ement

Te&hni&al s-ills

See An Employer’s View+



7OALS A98 O=F4CTIJ4S

In&ome

Pro!essional stat#s

Potential 5o% satis!a&tion

S-illed 5o%s (+ #ns-illed 5o%s

Others &onsiderations Ho#rs$ Le(el o!responsi%ility$ Wor- en(ironment$

Mentoring



O:TLOO> 6O3 HOSPITALITY

The o#tloo- !or the ind#stry is (erypositi(e %#t there are se(eraltrendsB!a&tors that are a<e&ting ho)

the ind#stry operates and theprod#&ts and ser(i&es that are o<eredto &#stomers




The e<e&ts o! Septem%er 11th andother re&ent e(ents ha(e res#lted in

Tra(el restri&tions

Sa!ety and se&#rity iss#es

Cost o! operations

7o(ernment reg#lations

8estinations that ha(e %een a<e&ted




Polarization

Limited Ser(i&e (ers#s Ser(i&eIntensi(e organi'ations

Has led to gro)th in &ertain segmentso! the ind#stry .l#"#ry hotels$ limitedser(i&e resta#rants/

Has generally %een positi(e !or theind#stry as a )hole as )ell as !or&ons#mers




Service is the Diference

Ser(i&e is more and more )hat %rings&#stomers %a&- .or pre(ents them

!rom ret#rning/ Companies that pro(ide e"&ellent

ser(i&e ine(ita%ly lead their segments

9ot limited to hospitality




Value Consciousness

C#stomers are getting smarter andmore sele&ti(e

C#stomers loo- !or (al#e in allhospitality e"perien&es and p#r&hases

Jal#e doesn’t mean the lo)est pri&e

C#stomers also tend to %alan&e timeand money spent




Technology

The hospitality ind#stry has %een slo)in terms o! adapting to ne)

te&hnologies %#t the ind#stry hasmade some inroads

Perhaps the segment that is the mostad(an&ed is the airline ind#stry$ %othin terms o! on@line intera&tion )ith&#stomers as )ell as #p@to@the@min#tepri&ing

9e) te&hnologies are %eing




Empowerment

4mpo)erment is the a&t o! pro(idingadditional le(els o! responsi%ility to %oth

employees and managers This has %een the res#lt o! &ost &#ttinge<orts %#t also as a res#lt o! trying toimpro(e &#stomer satis!a&tion

It has %een a%le to happen %e&a#se o!the ne) ;%reed, o! employees as )ell asimpro(ed te&hnology and &omm#ni&ation




Diversity

Hospitality organi'ations are%e&oming more di(erse in response to

&hanges in so&iety as )ell asdemographi& shi!ts and %e&omingmore a)are o! the importan&e o! adi(erse organi'ation

Many &ompanies ha(e esta%lishedthemsel(es as leaders in this area




Concern with Security

Con&ern !or personal se&#rity andsa!ety has res#lted in destinations$

organi'ations and so&iety in generalattempting to pro(ide a greater le(elo! sa!ety !or tra(elers

4"amples in&l#de airline marshals$hotel se&#rity !or&es$ &ameras$ andin&reased ed#&ation




Concern with Sanitation

In&reases in !ood@%orne illness hasres#lted in a raised &on&ern on the

part o! &ons#mers 3aised &on&erns in the :S pro%a%ly

%egan )ith the Fa&-@in@the =o"

in&ident in the 1K2s More re&ent in&idents ha(e also raised

*#estions a%o#t the *#ality o! the!ood s#pply and e(en the )aters# l e+ + %ottled )ater




Sustainability

7oing ;green, is not ne)$ %#t itreEe&ts ind#stry@)ide !o&#s on

&orporate responsi%ility Most hotels en&o#rage g#ests to

re#se to)els and many ha(e

em%ra&ed lo)@&ost &hanges s#&h aslighting

7#ests pre!er to s#pport %#sinessesthat are &on&erned a%o#t the ind#stry




Globalization !ast but not least"

7lo%ali'ation is perhaps one o! thegreatest !a&tors a<e&ting the ind#stry

as it impa&ts e(ery !a&et o! operationsin&l#ding

! Competition

! Wor- !or&e ! Tra(el patterns

! Company allian&es$ et&+

introduction to management in hospitality industry

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