Hospitality Industry & Career
After Reading and Studying
This, You Should Be Able to:
• Describe the characteristics of the hospitality
industry
• Explain hotel operations & corporate philosophy
• Discuss why service has become such an
important facet of the hospitality industry
• Suggest ways to improve employability
The Pineapple Tradition
• Symbol of welcome,
friendship and hospitality
• Recognized
internationally
• Foundation for concept of
“SERVICE”
Hospitality and Tourism
• Largest and fastest growing
industries
• Common dynamics
– Delivery of services and products
– Customer and guest impressions
are critical
Scope of Hospitality and
Tourism Industry
• Travel
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Air
Cruise
Rail
Coach
Auto
Ecotourism
• Lodging
– Hotels
– Motels
• Meetings, Conventions and
Expositions
• Restaurants
• Managed services
• Recreation
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Attractions
Gaming
Parks
Recreation
Scope of the HospitalityTourism Industry
Characteristics of the Hotel
Industry
• Product is intangible and perishable
• No such thing as business hours
• Hospitality operations run on a 24
hour basis all year round
• Characterized by shift work
Hotel Operations
Cost Centre
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Human Resources
Security
Engineering
Housekeeping
Finance
Purchase
Marketing
Hotel Operations
Revenue Centre
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Sales
Front Office
Food & Beverages
Laundry
MOD (Business Centre, Rentals, Rent a Car etc.)
Corporate Culture
• Culture…
– Overall style and
feel of the company
• Mission Statement
– Central purposes,
strategies and
values
Corporate Culture
• Goal
• Broad statement geared
towards accomplishment
• Objective
• Quantification of goals
• Strategy/Tactics
• Actions needed to reach
goals
Corporate Philosophy
• Philosophy…
– Shift towards greater employee
empowerment
– Strong links to TQM
– Service philosophy is a way of life
Reasons Behind
Inconsistency in Service
• Education system does not teach
service
• Little priority on training in service
• Over-reliance on Technology
• Lack of motivation
For Success in Service We
Need to:
• Focus on the guest
• Understand the role of the guestcontact employee
• Weave a service culture into
education and training systems
• Thrive on change
Moments of Truth
• Examples in a restaurant
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Guest calls for reservation
Guest tries to find restaurant
Guest parking
Guest welcome
Guest is told table is not ready
Guest goes to lounge for a cocktail
Trends
Globalization
Safety and security
Diversity
Service
Technology
Legal issues
Changing demographics
Price-value
Sanitation
What Is a Career Path?
• Career progression
available in each
segment
• Progression varies
• Cross-training is critical
• Advancement must be
timely to match
employee development
• Career goals
Is the Hospitality Industry Right
for You?
•Based on quality of service
•Personal qualities needed:
–Honesty
–Willingness to work hard
–Team player
–Willingness to work long hours
–Ability to deal with stress
–Good decision-making skills
–Good communication skills
–Dedicated to exceptional service
–Desire to exceed guest expectations
What Do Recruiters Look for?
•Service-orientation
•Solid work experience
•Involvement in on-campus and
professional organizations
•Positive outlook
•Good GPA
•Initiative
Professionalism & Etiquette
•Companies expectations vary but must be met
•Dress/attire
•Etiquette is how we behave and make others feel
comfortable
•First impressions are critical
•Table manners
•Treat others with dignity and respect
Ethics
•Set of moral principles and values that people use to
make decisions about right and wrong
•Basic common values
–Integrity
–Respect for human life
–Self-control
–Honesty
–Courage
Social Responsibility of
Business
• Issues include:
– Truth in menu
– Nutrition and
obesity
– Diet
– Recycling
Resumes
•Good resume is a must
•Should include:
–Heading with contact information
–Career objective
–Career experience
–Accomplishments
–Education
–References
•Cover letter
•Academic record
•Extracurricular activities
How to Interview
• Match yourself to the
job
• Match knowledge,
skills and abilities to
posted position
• Prepare
• Do your homework
on company
How to Interview (Continued)
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Be ready to ask questions
Dress for the job you want
Arrive early
Be polite
Send a thank you note