Week 1-4

Update and develop hospitality industry knowledge (Week 2)

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.

HospitalityFrom 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

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

expectationsIt involves:

Consideration and service of each guest as an individual

The art of providing a valued intangible product

The hostAt the core of the hospitality industry is the

host-guest relationship.

The host is the entity giving the hospitalityIndividual personCompany/businessRegionCountry

The guest

A guest is the entity receiving hospitalityIndividual personCompany/businessRegionCountry

Hospitality industry sectorsA sector is one area or division of an

industry. Each of the following can be said to be sectors of the hospitality industry:RestaurantsClubsResortsCruise shipsFast food outletsHotels.

Each sector offers different products and services.

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

Commercial hospitality

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

Non-commercial hospitalityHospitality organisations that provide food,

beverages and/or accommodation free of charge (not for profit).

cont.

COMMERCIAL OPERATIONS

HotelsMotelsClubs – sporting or

communityRestaurantsNightclubsBarsReception centres

NON-COMMERCIAL OPERATIONS

Hospitals (public)PrisonsEmployer-sponsored

canteens or restaurantsEmergency/relief

cateringArmed servicesSchools, some colleges and

universities

Introduction to Hospitality/Front Office

 

· Commercial hotels/corporate hotels

· Airport hotels

· Suite hotels

· Serviced apartment hotels

· Residential hotels

· Resort hotels

Types of Hotels

Introduction to Hospitality/Front Office

Types of Hotels (continued)

· Bed and breakfast hotels

· Casino hotels

· Convention hotels

· Alternative lodging properties 

Introduction to Hospitality/Front Office

Hotels

Commercial /corporate HotelsLocated 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.

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.

Introduction to Hospitality/Front Office

Corporate hotel

Hotels ( continued)

Suite HotelsSuite 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 HotelsResort 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.

Types of tourists

InboundVisitors to Australia whose main place of

residence is not Australia.

OutboundTourists whose main place of residence is in

Australia, travelling outside Australia.

DomesticAustralian residents travelling within Australia

(interstate and intrastate).

Types of touristsInterstate

Australian tourists travelling within Australia, to a state/territory other than where they usually reside.

IntrastateAustralian tourists travelling within the

state/territory in which they usually reside.

Introduction to Hospitality/Front Office

 

· 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.

Categories of Guests

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/holidayBusinessConferenceVisiting relatives.

Relationship between tourism and hospitalityWhen people travel they need many

hospitality services:AccommodationFood BeveragesEntertainment

For many, this relationship is served by packaged holidays.

Factors affecting accommodation choiceCost (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).

Factors affecting accommodation choiceDestination/location (what is available at

the destination/what choices are there)Purpose of travel Star ratingTypes of services available (does this suit

the guests needs – business facilities, family orientation, choice of dining experiences, accessibility to other facilities/attractions/infrastructure at the destination.

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.

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 The manpower shortage is also being felt in Europe (including the UK), the US, Australia, Singapore, Hong (including the UK), the US, Australia, Singapore, Hong Kong etc. Kong etc.

They like to hire Hospitality graduates because of They like to hire Hospitality graduates because of their high level of education and experience in the their high level of education and experience in the industry,“industry,“

What is Hospitality Management?

Food Production

HotelManagementFood and

Beverage Services

Housekeeping

Front Office

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.

Can you manage a career in Hospitality Management?

Do you love people and understand them?Do you love people and understand them? Do you Do you like catering to the needs of others?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 that’s constantly generating new ideas.

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.

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

Can you manage a career in Hotel Management?

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

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.

Tracing the Career PathTracing the Career Path

Tracing the Career Path in Hotel Management

Food ProductionFood Production

HotelHotelManagementManagement

Food and Beverage Food and Beverage ServicesServices

HousekeepingHousekeeping

Front OfficeFront Office

With the Australian tourism & Hospitality sector witnessing a boom that promises With the Australian tourism & Hospitality sector witnessing a boom that promises to stay, the employment opportunities are on a rise. to stay, the employment opportunities are on a rise. The current demand for The current demand for manpower in this industry is enormous. Moreover, the diversity of roles in hotel 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 management is greater than in any other profession. Hotels require trained staff for all these departmentsall these departments

Front Office ManagementFront Office ManagementFront Office ManagementFront Office Management

Front Office Reception (1-3 years)

Shift Leader (2-4 years)

T/Operator (0-6 months)

Assistant Front Office Manager (4-7 years)

Front Office Manager (5-8 years)

FRONT OFFICE MANAGEMENT

The hotel’s front desk is the The hotel’s front desk is the control centre control centre for the property and workers at the for the property and workers at the supervisory level and must consist of well-supervisory level and must consist of well-trained and trained and motivated professionals motivated professionals in order in order to achieve business objectives of to achieve business objectives of high high yield/revenueyield/revenue, high occupancy rates and , high occupancy rates and above all, top above all, top quality service. quality service.

They oversee and determine the They oversee and determine the resolution of problems arising from resolution of problems arising from owner/guest concerns, reservations owner/guest concerns, reservations and unit assignments and other and unit assignments and other unusual requests and inquiries. unusual requests and inquiries.

These professionals ensure that These professionals ensure that customer service expectations are customer service expectations are being met. being met.

Housekeeping Housekeeping Housekeeping Housekeeping

Room attendants (0-1 years)

Floor Supervisor (1-3 years)

Assistant Executive Housekeeper (4-7 years)

Executive Housekeeper (7-10 years)

HOUSE KEEPING

Housekeeping in a hotel is a very physically Housekeeping in a hotel is a very physically demanding job that includes many varied demanding job that includes many varied tasks. The actual amount of work depends on tasks. The actual amount of work depends on the size of the room and the number of beds. A the size of the room and the number of beds. A housekeeper needs between fifteen and thirty housekeeper needs between fifteen and thirty minutes to do one room. The housekeeping minutes to do one room. The housekeeping department is in charge of the following tasks:department is in charge of the following tasks:

Making bedsTidying rooms Cleaning and polishing toilets,

taps, sinks, bathtubs and mirrors

Washing floors Removing stains Vacuuming

Food ProductionFood ProductionFood ProductionFood Production

Associate Chef- I (2-3 years)

Associate Chef- II (0-2 years)

Chef (3-4 years)

Sous Chef (4-6 years)

Head Chef (6-7 years)

Assistant Executive Chef (7-9 years)

Executive Chef (9-10 years)

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 Therefore, chefs play a vital role in the hotel set up.up. The reputations of hotels ride on food The reputations of hotels ride on food quality and thus food production operations are quality and thus food production operations are a critical issue.a critical issue.

A career in A career in Food ProductionFood Production involves administrating involves administrating the the procedures used in procedures used in quantity food quantity food production management including production management including quality controlquality control, , food costingfood costing, work , work methods, menu planning, food methods, menu planning, food production systems and service.production systems and service.

Food & Beverage Food & Beverage ServicesServices

Food & Beverage Food & Beverage ServicesServices

Captain (2-3 years)

Waiter (1-2 years)

Assistant Restaurant Manager

(6-7 years)

Restaurant Manager (7-9 years)

FOOD & BEVERAGE SERVICES

F&B services and related areas employ bartenders, F&B services and related areas employ bartenders, waiters and waitresses who are at the front line of waiters and waitresses who are at the front line of customer service in restaurants, coffee shops and customer service in restaurants, coffee shops and other food service establishments.other food service establishments.

There is substantial movement in and out of these occupations because education and training education and training requirements are minimal and the predominance requirements are minimal and the predominance of part-time jobs is an attractive optionof part-time jobs is an attractive option to people seeking a short-term source of income rather than a career.

However, keen competitionkeen competition is expected for the posts of bartenders, waiters and waitressesposts of bartenders, waiters and waitresses, and other F&B service jobs in popular restaurants where where potential earnings from tips are greatestpotential earnings from tips are greatest.

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

Alternate CareersAlternate Careers

Public RelationsPublic 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. 

Event ManagementEvent 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 On the professional side, event management is a glamorous and exciting profession that a glamorous and exciting profession that demands a lot of hard work and dynamism.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.

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”

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