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?