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

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

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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

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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

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The host

• At the core of the hospitality industry is the
  host-guest relationship.
• The host is the entity giving the hospitality
• Individual person
• Company/business
• Region
• Country

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The guest

• A guest is the entity receiving hospitality
• Individual person
• Company/business
• Region
• Country

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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.

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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

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Commercial hospitality

• Hospitality businesses that offer food, beverages
  and/or accommodation for a profit.

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Non-commercial hospitality

• Hospitality organisations that provide food,
  beverages and/or accommodation free of charge
  (not for profit).

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cont.

• NON-COMMERCIAL OPERATIONS
• Hospitals (public)
• Prisons
• Employer-sponsored canteens or restaurants
• Emergency/relief catering
• Armed services
• Schools,
• some colleges and universities

• COMMERCIAL OPERATIONS
• Hotels
• Motels
• Clubs sporting or community
• Restaurants
• Nightclubs
• Bars
• Reception centres

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Types of Hotels

•  
• Commercial hotels/corporate hotels
• Airport hotels
• Suite hotels
• Serviced apartment hotels
• Residential hotels
• Resort hotels

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Types of Hotels (continued)
Bed and breakfast hotels Casino
hotels Convention hotels Alternative
lodging properties  
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Hotels

• Airport hotels
• Located near the airports- especially
  international airports.
• Target Market airline passengers, cancelled
  flight, airline personnel.
• Hotel-owned courtesy vans transport guests
  between the hotel and the airport.

• 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.

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Corporate hotel
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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.

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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).

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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.

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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.

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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.

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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.

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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).

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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/infr
  astructure at the destination.

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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 all-inclusive price.

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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,
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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.
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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 thats constantly generating new
ideas.
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continued

• Some of the personal skills essential to succeed
  in 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.

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Can you manage a career in Hotel Management?
Skills for Front Office Management -Strong
communication skills -Good command over English,
and other preferred languages -Ability to be on
your feet for long hours -An energetic and
cheerful personality

• Skills for Housekeeping
• Excellent problem-solving skills
• Strong ability to grow and learn
• Ability to multi-task
• Good know-how of various equipments

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Can you manage a career in Hotel Management?

• Skills for Food and Beverages Services
• Pleasant personality
• 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.

• Skills for Food Production
• Good knowledge of food and constant update of
  trends in national and international cuisines
• Interest in cooking, as the work hours are long
• Ability to have a good focus on quality,
  production, sanitation and food cost controls

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Tracing the Career Path
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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
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FRONT OFFICE MANAGEMENT
The hotels 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.
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HOUSE KEEPING
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

• Making beds
• Tidying rooms
• Cleaning and polishing toilets, taps,
  sinks, bathtubs and mirrors
• Washing floors
• Removing stains
• Vacuuming

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FOOD PRODUCTION
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.
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.
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FOOD BEVERAGE SERVICES
FB 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 FB service jobs in popular restaurants
where potential earnings from tips are greatest.
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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

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Alternate Careers
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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. 
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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.
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Hospitality Service Model

• Smile
• Make Eye contact
• Respect and welcome all guests
• Value the guest
• Initiate guest contact
• Creative service solutions
• End with a thank you

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Making it Happen

• People who work in the hospitality industry must
  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