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
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 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
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
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