HOSPITALY INDUSTRYROOMS DIVISION

OPERATIONS

FUNCTIONS OF A HOTEL

Lodging accommodations

Revenue centers

Cost centers

Serve and enrich society

Profit for the owners

ROLE OF A GENERAL MANAGER

Chief Operating Officer (COO)

Ensuring highest level of associate and guest service

Overseeing and coordinating operations

Increasing profitability

QUALITIES OF SUCCESSFUL HOSPITALITY LEADERS

Leadership

Attention to detail

Follow-through

People skills

Patience

Ability to delegate effectively

EXECUTIVE COMMITTEE

General manager

Director of human resources

Director of food and beverage

Director of rooms division

Director of marketing and sales

Director of engineering

Director of accounting

FIGURE 1EXECUTIVE COMMITTEE CHART

ROOMS DIVISION

Front office

Reservations

Housekeeping

Concierge

Guest services

Security

Communications

FRONT OFFICE MANAGER(FOM)

Enhance guest services

Ensure the desired percentage of each market segment is achieved

Make and exceed budget forecasts

BASIC FUNCTIONS OF THEFRONT OFFICE

Review previous night’s occupancy/ADR

Review arrivals/departures/VIP rooms

Staffing adjustments/scheduling

Look over market mix

Meet with lead GSAs

Sell rooms

Maintain balanced guest accounts

Offer services such as faxes, mail, messages, etc.

FOOD AND BEVERAGE OPERATIONS

FOOD AND BEVERAGE DIVISIONKitchen

Catering

Banquet

Restaurants

Room service

Minibars

Lounges

Bars

Stewarding

SKILLS FOR FOOD AND BEVERAGE DIRECTORS

Leadership

Training

Motivation

Budgeting

Cost control

And much more

KITCHEN ORGANIZATION

Executive chef: Responsible for guest satisfaction

Ensures food quality and consistency

Sous chef: Second in command

Day-to-day operations

KITCHEN ORGANIZATION (CONT.)

Chef tournant:Rotates through kitchen

Relieves the chef station

Station chef:Responsible for different areas within the kitchen

Examples:Pastry chef, fish chef, and banquet chef

Roast, grill, and pantry

CAREERS IN HOSPITALITY

IS THE HOSPITALITY INDUSTRY RIGHT FOR YOU?

Based on quality of service

Personal qualities needed:Honesty

Willingness to work hard

Team player

Willingness to work long hours

Ability to deal with stress

Good decision-making skills

Good communication skills

Dedicated to exceptional service

Desire to exceed guest expectations

WHAT DO RECRUITERS LOOK FOR?

Service orientation

Solid work experience

Involvement in on-campus and professional organizations

Positive outlook

Good GPA

Initiative

SELF-ASSESSMENT

Personal SWOT analysis:Pinpoint strengths to maximize

Pinpoint weaknesses to minimize

Pinpoint opportunities to use to your advantage

Pinpoint threats to neutralize

PROFESSIONALISM AND ETIQUETTE

Companies’ expectations vary but must be met

Dress/attire

Etiquette is how we behave and make others feel comfortable

First impressions are critical

Table manners

Treat others with dignity and respect

PROFESSIONAL ORGANIZATIONS AND ASSOCIATIONS

Visit the following organizations’ websites for more information:

The International Council on Hospitality Education

National Restaurant Association

American Hotel and Lodging Association

International Special Events Society

Professional Convention Management Association

National Society of Minorities in Hospitality

Hotel Sales and Marketing International

ETHICSSet of moral principles and values that people use to make decisions about right and wrong

Basic common values: Integrity

Respect for human life

Self-control

Honesty

Courage

Golden rule

Reasonable person standard

SOCIAL RESPONSIBILITY OF BUSINESS

Issues include:Truth in menuNutrition and obesityAtkins dietRecyclingRonald McDonald House

CAREERS IN TRAVEL AND TOURISM

Air

Sea

Rail

Auto

Attractions

CAREERS IN RESTAURANTS

Restaurant industry employs over 12 million people

Management positions:Owner

President/vice president

General manager

Restaurant manager

Bar manager

Kitchen manager