Hospitality Industry Leadership

David L. Jones, Ph.D.Professor and Department Chair

Department of Hospitality Management

What We’ll Cover

• State of the hotel business today

• Importance of service leadership

• Asian Wave

• Hospitality Education - USF

State of the Hotel Business Today

Management Structures

• Owner/Operator• Management Contract• Franchisee• Hybrids

Non-Brand Owner/Operator & Management Contracts

• Interstate • Felcor• Prime Hospitality• Remington• Pyramid• Crescent

Who Owns the Hotel?

Owners = REIT, Pvt. Equity, Banks

Management=Brand

Financial

Service Quality

Importance of Service Leadership

Making Service a Priority

10

Individual Competence Principles

• Technical/System Skills

• Interpersonal Skills

• Product and Service Knowledge

• Customer Knowledge

• Personal Skills

Qualities of Service Leaders (Berry, 1995)

• Service Vision• Focus on details• Bond with customer• Words and behavior• Vision vs. Idealism

• Belief in Others• Capacity of others to achieve• Not bosses, acting as a coach

• Love of the Business• Pass it on to others• Passion for service

• Integrity• Doing the right thing

Winning People to the Vision

• They understand the purpose of their work.• They feel they are members of an important

group.• They have a sense of ownership of their work.• They have high self-esteem.• They have management support.• They have resources – the time, tools, training –

to do the job they are being asked to do.• They have the information about what is going

on, what they are doing, and how well they are doing it.

Nurture Service Leadership

Love of Business –How You Can Show It

• Customers are the reason we are here

• Sell customers what they want and what fits

• Emphasize quality of the product

• Be on the floor

• Make customers part of the operation

• Know your menu and services offered

• Show quality in everything

• Always smile

• You sell yourself. Customers come back because of

they are friends

• Promote the hotel/restaurant 24 hours

15

Asian Wave

Hospitality and Tourism Industry

Success of Asian Hospitality IndustryHotels• Shangri-La

• Peninsula

• Mandarin Oriental

• Dusit Hotels

• Nikko

• Okura

• Oberoi

• Lotte

• Shilla

• Pan Pacific

… and many more

Airlines• Cathay Pacific

• Singapore Airlines

• Thai Airways

• Korean Air

• Asiana

• Japan Airlines

• ANA

• Qantas

… and others

The Asian Waves: Driving Forces

• Population

• Mobility

• Rapid economic development

• Innovations in services

• Globalization of Asian brands

• quality of human resources across all levels

• Unique cultural advantages

Understanding The Lifetime Value of the Customer

• Lifetime Value View, Not Transaction View –

Chinese Guanxi• Revenue and Profits by Average Customer

Over a Lifetime by Segment• Increase Average Purchase, Frequency of Visit,

Life • Key to Asian Hotel Leadership

Asian Principles“3 Plus 1 Factor”

• Respect for Elders• “Face”

• Giving It • Work Before Self

• Importance of the Status of Working for a Hotel• Plus Factor: Educational Sponges

Business

HomeEducationalInstitutions

Society

Development of Service Culture

Hospitality and Tourism Education - USF

Evolution of Hospitality and Tourism University Education

European Wave - 1893

North American Wave - 1922

Asian Wave – Today

Ecole Hoteliere Lausanne

Cornell University

Hong Kong Polytechnic UniversitySchool of Hotel and Tourism Management

Capitalizing on the Asian Wave

USF Department of Hospitality Management

University Resources

Students

Industry

Faculty

Four-legged Stool

Academia

Industry

Co-creation of Curriculum

Determine Competencies - Industry Focus

Groups

Develop Potential Courses - Faculty

Hospitality Management Curriculum with Industry Focused Competencies

• Hotel & Restaurant Management Track• Meeting & Event Management Track

Prioritize Courses -

Industry Focus Groups &

Faculty

Final Result

Establishing Our ‘Blue Ocean’

Three Pillars of Excellence

Glo

bal M

eetin

gs &

Even

ts

Eco &

Eth

os

Wellb

ein

g &

Qu

ality

of L

ife

Creating the Dialog

• LinkedIn Grou

• Annual Hospitality Industry Symposium

• Future Quarterly Senior Executive Roundtables

Thank You

Questions?