Transcript Week 1-4 Update and develop hospitality industry knowledge (Week 2)

Week 1-4
Update and develop hospitality industry
knowledge (Week 2)
Introduction
 Ten years ago the hospitality industry was seen as a
low to medium skilled employment.
 But the growth of the Tourism industry has
produced many changes.
 The tourism industry today is the biggest money
earner for Aust. Economy.
 It requires professional with high level of skill.
 The need for trained hospitality staff will increase
in the operational areas of catering/kitchen, food
and beverage and accommodation sectors.
Hospitality
 From the French word “hospices…
 “To provide care/shelter for travellers”
 “The reception and entertainment of guests or
strangers with (quality) and kindness”
 Providing hospitality means: Offering a welcoming
environment to visitors.
 hospitality business is people business
The basis of Hospitality
 Hospitality is based upon:
 a service relationship (between the host and guest)
 providing a service that is valued by the guest or
customer
 Meeting and exceeding guest/ customer expectations
 It involves:
 Consideration and service of each guest as an individual
 The art of providing a valued intangible product
The host
At the core of the hospitality industry is the hostguest relationship.
The host is the entity giving the hospitality
 Individual person
 Company/business
 Region
 Country
The guest
A guest is the entity receiving hospitality
 Individual person
 Company/business
 Region
 Country
Hospitality industry sectors
 A sector is one area or division of an industry. Each
of the following can be said to be sectors of the
hospitality industry:
 Restaurants
 Clubs
 Resorts
 Cruise ships
 Fast food outlets
 Hotels.
 Each sector offers different products and services.
COMMERCIAL AND NON-COMMERCIAL OPERATIONS
 The hospitality sector can be divided into commercial
and non-commercial operations:
 commercial establishments charge for their services
and seek to make a profit from their operations for
their owners, investors or shareholders
 non-commercial operations do not seek to make a
profit and include those that act in a charitable
capacity or out of public need funded by government
Commercial hospitality
 Hospitality businesses that offer food, beverages
and/or accommodation for a profit.
Non-commercial hospitality
 Hospitality organisations that provide food, beverages
and/or accommodation free of charge (not for profit).
cont.
 COMMERCIAL
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OPERATIONS
Hotels
Motels
Clubs – sporting or
community
Restaurants
Nightclubs
Bars
Reception centres
 NON-COMMERCIAL
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OPERATIONS
Hospitals (public)
Prisons
Employer-sponsored
canteens or restaurants
Emergency/relief catering
Armed services
Schools,
some colleges and
universities
Types of Hotels
· Commercial hotels/corporate
hotels
·
Airport hotels
·
Suite hotels
·
Serviced apartment hotels
·
Residential hotels
·
Resort hotels
Introduction to Hospitality/Front Office
Types of Hotels (continued)
· Bed and breakfast hotels
· Casino hotels
· Convention hotels
· Alternative lodging properties
Introduction to Hospitality/Front Office
Hotels
 Commercial
/corporate Hotels
Located in downtown or
business districts- area
that are convenient and of
interest to their target
markets.
Guest amenities at
commercial hotels may
include complimentary
newspapers, cable
television, swimming
pool, health club, high
speed internet access.
Introduction to Hospitality/Front Office
Airport hotels
Located near the airportsespecially international
airports.
Target Market: airline
passengers, cancelled
flight, airline personnel.
Hotel-owned courtesy vans
transport guests between
the hotel and the airport.
Corporate hotel
Introduction to Hospitality/Front Office
Hotels ( continued)
Suite Hotels
Suite hotels are among the newest
and fastest-growing segments of
the lodging industry.
These suite hotels feature
guestrooms with a living room
and separate bedroom. Some
guest suites includes a compact
kitchenette with fridge and mini
bar.
Target Market: Professionals such
lawyers, accountants
 Resorts Hotels
 Resort hotels are located in the
mountains, on an island or exotic
location away from crowded
residential areas.
 More leisurely, relaxed
atmosphere
 Resort hotels provide special
activities such as golf, sailing,
skiing.
Types of tourists
 Inbound
 Visitors to Australia whose main place of residence is
not Australia.
 Outbound
 Tourists whose main place of residence is in Australia,
travelling outside Australia.
 Domestic
 Australian residents travelling within Australia
(interstate and intrastate).
Types of tourists
 Interstate
 Australian tourists travelling within Australia, to a
state/territory other than where they usually reside.
 Intrastate
 Australian tourists travelling within the state/territory in
which they usually reside.
Categories of Guests
· Business
· Pleasure
· Group
Business Travelers: Those who travel primarily
for business reasons.
Leisure Travelers: Those who travel primarily for
personal reasons; these guests use their own money
for travel expenses and are often sensitive to the
prices charged.
Introduction to Hospitality/Front Office
Purpose of travel
 Refers to the visitors reason for travel. Understanding
the purpose of travel helps us better meet individual
guests expectations and needs. Purpose of travel
includes:
 Leisure/pleasure/holiday
 Business
 Conference
 Visiting relatives.
Relationship between tourism and
hospitality
 When people travel they need many hospitality
services:
 Accommodation
 Food
 Beverages
 Entertainment
 For many, this relationship is served by packaged
holidays.
Factors affecting accommodation
choice
 Cost (how much can guest afford/how much do
they want to spend)
 Standard or quality (how important is the
standard/what standard or quality of
accommodation is available at the destination)
 Availability (what accommodation is available for
the required dates)
 Length of stay (how long does guest want to
stay/relative to cost).
Factors affecting accommodation
choice
 Destination/location (what is available at the
destination/what choices are there)
 Purpose of travel
 Star rating
 Types of services available (does this suit the
guests needs – business facilities, family
orientation, choice of dining experiences,
accessibility to other
facilities/attractions/infrastructure at the
destination.
What is a ‘package holiday’?
 An inclusive arrangement usually for transport,
accommodation, transfers, some meals, occasionally
tours and various other aspects of a trip for an allinclusive price.
Career Avenues
There is a high demand for hotel managers and staff in the
international hospitality industry.
“The manpower shortage is also being felt in Europe
(including the UK), the US, Australia, Singapore, Hong Kong
etc.
They like to hire Hospitality graduates because of their high
level of education and experience in the industry,“
What is Hospitality Management?
Hospitality management involves dealing with people throughout the
day - with guests and colleagues in your own and other departments.
The work culture involves good teamwork and leadership. Hospitality
management is primarily concerned with food and accommodation
needs of the guests, and more importantly their comfort, at all times.
Broadly speaking, there
are four core operational
areas in a hotel: Food
Production, Food and
Beverage Services,
Housekeeping and Front
Office.
Food
Production
Food and
Beverage
Services
Hotel
Management
Front Office
Housekeepin
g
Can you manage a career in Hospitality Management?
Do you love people and understand them? Do you like
catering to the needs of others?
If you have good communication skills and an outgoing
attitude, then the hospitality industry is a highly
recommended career option.
However, being part of the world's most dynamic and
exciting industry is not for everyone, you have to be
ambitious, creative and have the passion to work in an
industry that’s constantly generating new ideas.
continued
 Some of the personal skills essential to succeed in
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the Hotel Industry are:
An interest in food and changing styles
A friendly and outgoing disposition
Good communication and interaction skills
Good organising abilities and an eye for detail
Pleasant and cheerful personality.
Can you manage a career in Hotel Management?
Skills for Front Office
Management
Skills for
Housekeeping
-Strong communication skills
•Excellent problemsolving skills
-Good command over
English, and other preferred
languages
-Ability to be on your feet for
long hours
-An energetic and cheerful
personality
•Strong ability to grow
and learn
•Ability to multi-task
•Good know-how of
various equipments
Can you manage a career in Hotel Management?
Skills for Food
Production
Skills for Food and Beverages
Services
•Good knowledge of food
and constant update of
trends in national and
international cuisines
•Pleasant personality
•Interest in cooking, as the
work hours are long
•Ability to have a good
focus on quality,
production, sanitation and
food cost controls
•Knowledge of foreign
language(s)
•Good command over English
•Ability to communicate
effectively, both verbally and in
writing, to an array of diverse
internal and external clients
•Ability to establish, maintain and
enforce consistently high
performance standards.
Tracing the Career Path
Tracing the Career Path in Hotel Management
With the Australian tourism & Hospitality sector witnessing a boom that promises
to stay, the employment opportunities are on a rise. The current demand for
manpower in this industry is enormous. Moreover, the diversity of roles in hotel
management is greater than in any other profession. Hotels require trained staff for
all these departments
Food Production
Food and Beverage
Services
Hotel
Management
Front Office
Housekeeping
FRONT OFFICE MANAGEMENT
The hotel’s front desk is the control centre for
the property and workers at the supervisory
level and must consist of well-trained and
motivated professionals in order to achieve
business objectives of high yield/revenue,
high occupancy rates and above all, top
quality service.
These professionals ensure that
customer service expectations are
being met.
They oversee and determine the
resolution of problems arising from
owner/guest concerns, reservations
and unit assignments and other
unusual requests and inquiries.
Front Office Management
T/Operator (0-6 months)
Front Office Reception
(1-3 years)
Shift Leader (2-4 years)
Assistant Front Office
Manager (4-7 years)
Front Office Manager (5-8
years)
HOUSE KEEPING
Housekeeping
Room attendants
(0-1 years)
Floor Supervisor
(1-3 years)
Housekeeping in a hotel is a very physically
demanding job that includes many varied
tasks. The actual amount of work depends on
the size of the room and the number of beds. A
housekeeper needs between fifteen and thirty
minutes to do one room. The housekeeping
department is in charge of the following tasks:
Assistant Executive Housekeeper
(4-7 years)
Executive Housekeeper (7-10
years)
Making beds
Tidying rooms
Cleaning and polishing toilets,
taps, sinks, bathtubs and mirrors
Washing floors
Removing stains
Vacuuming
FOOD PRODUCTION
Food Production
Associate Chef- II
(0-2 years)
Associate Chef- I
(2-3 years)
Food Production is an operating system and the
quality of food that a hotel delivers to its customers
is a key part of its product offer.
Therefore, chefs play a vital role in the hotel set
up. The reputations of hotels ride on food quality
and thus food production operations are a
critical issue.
Chef (3-4 years)
Sous Chef (4-6 years)
Head Chef (6-7 years)
Assistant Executive Chef (79 years)
Executive Chef
(9-10 years)
A career in Food Production
involves administrating the
procedures used in quantity food
production management including
quality control, food costing, work
methods, menu planning, food
production systems and service.
FOOD & BEVERAGE SERVICES
Food & Beverage
Services
Waiter (1-2 years)
Captain (2-3 years)
Assistant
Restaurant Manager
(6-7 years)
Restaurant Manager
(7-9 years)
F&B services and related areas employ bartenders,
waiters and waitresses who are at the front line of
customer service in restaurants, coffee shops and
other food service establishments.
There is substantial movement in and out of these
occupations because education and training
requirements are minimal and the predominance
of part-time jobs is an attractive option to people
seeking a short-term source of income rather than a
career.
However, keen competition is expected for the
posts of bartenders, waiters and waitresses, and
other F&B service jobs in popular restaurants
where potential earnings from tips are greatest.
Job Opportunities for Hospitality Management graduates
A graduate can join in the variety of roles to begin with his
career. Some of the work roles are given below for reference.
Management Trainee in Hotel and Allied Industry
Hospitality Executive
Kitchen Management/House and Institutional Catering
Supervisor/Assistant
Faculty in Hotel Management/Food Craft Institutes
Cabin Crew in National and International Airlines
Catering Officer in Cruise lines/Ships
Marketing/Sales Executive in Hotel/Multinational Companies
Customer Service Executives in Banking /Insurance and other
Service Sectors
Manager/Supervisor in Tourism Development Corporations
Entrepreneurship opportunities and many more
Alternate Careers
Public Relations
The importance of PR is expected to grow, more so as
globalisation has revolutionised the business
environment.
Also, quick thinking, being able to work under
pressure, an outgoing personality and excellent
communication - skills which you acquire as a hotel
management professional will help you build a
successful career in the PR industry.
Event Management
Event Management is a multi-million-dollar industry,
growing rapidly, with thousands of mega shows and events
hosted regularly.
On the professional side, event management is a
glamorous and exciting profession that demands a lot
of hard work and dynamism.
As a professional with a background in the hospitality
industry, you may already possess the skill sets and
experience needed to manage events (parties,
conferences, etc.) and a career in Event management
would be essentially, an extension of your present role.
Hospitality Service Model
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Smile
Make Eye contact
Respect and welcome all guests
Value the guest
Initiate guest contact
Creative service solutions
End with a “thank you”
Making it Happen
 People who work in the hospitality industry must
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possess:
Good interpersonal skills
Sound communication skills
Flexibility in working hours
High level of technical skills
Organisational skills
Self motivation
Teamwork ability and
Well-groomed/well presented