CHAPTER 1 Introduction HOSPITALITY OPERATIONS MANAGEMENT
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CHAPTER 1Introduction
HOSPITALITY OPERATIONS MANAGEMENT
Scope and Sequence
Week 1:1.Getting to Know the Hospitality Industry2.Why people travel?3.Characteristics of the Hospitality Industry4.Total Quality Management5.Professions in Hospitality Industry
Introduction
The Pineapple Tradition
Interrelated Nature of Hospitality and Tourism
TRAVEL & TOURISM
LODGING
ASSEMBLY & EVENT MGT
RESTAURANT &MANAGED SERVICE
RECREATION
Interrerelated Nature of Hospitality & Tourism
TRAVEL & TOURISM
AirCruise shipOnline servicesRailCoachAutomobileTourism
LODGINGHotelMotelResort
RECREATION Attractions Gaming Parks Recreation
Interrerelated Nature of Hospitality & Tourism
ASSEMBLY & EVENT MANAGEMENT
MeetingsConventionsDestinationCompaniesEventsExposition
RESTAURANT & MANAGED SERVICES
RestaurantsManaged services
Why People Travel - Their MotivationsVisiting friends and
relativesHealthEducationReligionSportsFestivalsShoppingGamingAdventure
HeritageEcotourismAttractionRecreationLeisure/pleasure
Characteristics of the Hospitality Industry
365 days – 24/7Longer working hrs. (ave. 10 hrs/day)Weekends and holidaysShift work (4 shifts)Intangible Perishabiltiy of product
SERVICE & TOTAL QUALITY MANAGEMENTTQM 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.
Professions in the Hospitality Ind.
Career Path in Restaurants and Managed Services
Busser Food attendant shift leader Management traineeAsst. Mgr Manager Gen, Mgr. Regional Mgr. Vice Pres. President
Careers
Managed Service Asst. Food service
director Food Service director Gen. Manager District Manager Vice Pres President
Lodging Corcierge Management trainee Asst. Dept Head (various
dept) Dept. head F&B / Rooms Division Mgr F&B/ Rooms Division
director Sales & Mktg. Manager General manager
Careers in
Club Management 2-4 yrs. Culinary & Service Asst. Banquet / dining room
manager Catering Manager F & B manager Club Manager General Manager
Convention & Expositions
CoordinatorEvent managerSales managerAsst. Gen. ManagerGeneral Manager
Careers in
Event Management Entery-level planner Coordinator Meeting manager Conference coordinator Convention planner
Catering Cook and server Event food preparation
chef Supervisor of event food
service Manager of food service Catering Manager
Careers in
Recreation & Leisure.
Amusement, Theme Parks Attendants Curator Camp coordinator Recreation facilities
coordinator Senior Recreation
Coordinator Recreation / Aquatic
Coordinator Parks & Recreation Director Deputy Parks & Recreation
Director
Gaming & Entertainment
Croupier Dealer Slot attendant Section supervisor Asst. Section supervisor Game manager Floor manager Casino Manager
Trends in Hospitality & Tourism
GlobalizationSafety & SecurityDiversityServiceTechnologyLegal issuesChanging demographicsPrice Value
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/dayOne 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.
Activity:
Resume/ Job interview1.What are the duties and responsibilities of
this position2.What are your future plans3.Why should I hire you?
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