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HOSPITALITY OPERATIONS

MANAGEMENT
CHAPTER
1
Introduction
Scope and
Sequence
Week 1:
2. Getting to Know the Hospitality
Industry
3. Why people travel?
4. Characteristics of the Hospitality
Industry
5. Total Quality Management
6. Professions in Hospitality Industry
Introduction
The Pineapple
Tradition
Interrelated Nature of Hospitality and
Tourism

ASSEMBLY &
EVENT MGT
RESTAURANT
LODGING &MANAGED
SERVICE
TRAVEL &
TOURISM RECRE
ATION
Interrerelated Nature of Hospitality & Tourism

TRAVEL & TOURISM LODGING


 Air  Hotel
 Cruise ship  Motel
 Online services  Resort
 Rail
 Coach RECREATION
 Automobile  Attractions
 Tourism  Gaming
 Parks
 Recreation
Interrerelated Nature of Hospitality &
Tourism
ASSEMBLY & EVENT RESTAURANT & MANAGED
MANAGEMENT SERVICES
 Meetings  Restaurants
 Conventions  Managed services
 Destination
 Companies
 Events
 Exposition
Why People Travel - Their
Motivations
 Visiting friends and  Heritage
relatives  Ecotourism
 Health  Attraction
 Education  Recreation
 Religion  Leisure/pleasure
 Sports
 Festivals
 Shopping
 Gaming
 Adventure
Characteristics of the Hospitality
Industry
365 days – 24/7
 Longer working hrs. (ave. 10
hrs/day)
 Weekends and holidays
 Shift work (4 shifts)
 Intangible
 Perishabiltiy of product
SERVICE & TOTAL QUALITY
MANAGEMENT
TQMis a participatory process that empowers all levels of
employees to work in groupsto 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 trainee
Asst. Mgr
Manager
Gen, Mgr.
Regional
Mgr.
Vice Pres.

President
Career
s
Managed Service Lodgin
 Asst. Food service  Corcierge g
 director Food Service  Management
 director Gen. Manager  trainee
 District Manager  Asst. Dept Head (various
 Vice Pres  dept) Dept. head
  F&B / Rooms Division Mgr
Presiden  F&B/ Rooms Division
t  director Sales & Mktg.
Manager General manager
Careers
in
Club Convention & Expositions
Management
2-4 yrs. Culinary & Service  Coordinator
 Asst. Banquet / dining room
 Event manager
 manager Catering Manager
 Sales manager
 F & B manager
 Club Manager  Asst. Gen. Manager
 General  General Manager
Manager
Careers
in
Catering
Event
 Cook and server
Management
 Entery-level planner
 Event food preparation chef
 Coordinator
 Supervisor of event food
 Meeting manager
 service Manager of food
 Conference coordinator
 service Catering Manager
 Convention planner
Careers
in
Recreation & Leisure. Gaming &
Amusement, Theme Parks  Entertainment
 Attendant  Croupie
 s Curator  r Dealer
 Camp  Slot
 coordinato
 attendan
r


t
 Recreation facilities coordinator Section

 Senior Recreation Coordinator supervis
 or
 Recreation / Aquatic
Coordinator Parks & Recreation Asst. Section supervisor
Director Game manager
Deputy Parks & Recreation Floor manager
Director Casino
Manager
Trends in Hospitality & Tourism
 Globalization
 Safety & Security
 Diversity
 Service
 Technology
 Legal issues
 Changing demographics
 Price 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/day
 One 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 interview


2. What are the duties and responsibilities of this
position
3. What are your future plans
4. Why should I hire you?

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