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Chapter 1

This document provides an introduction to hospitality operations management. It discusses the scope and sequence of the course, including topics like the characteristics of the hospitality industry and careers within it. It also outlines the interconnected nature of different hospitality sectors like lodging, restaurants, recreation, and events. Total quality management is introduced as a way to empower employees to exceed guest expectations. Finally, trends in the hospitality and tourism industry are reviewed and the document concludes by stating it is a good time to enter these growing fields.

Uploaded by

Hanis Hannani
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© © All Rights Reserved
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Download as PPTX, PDF, TXT or read online on Scribd
22 views

Chapter 1

This document provides an introduction to hospitality operations management. It discusses the scope and sequence of the course, including topics like the characteristics of the hospitality industry and careers within it. It also outlines the interconnected nature of different hospitality sectors like lodging, restaurants, recreation, and events. Total quality management is introduced as a way to empower employees to exceed guest expectations. Finally, trends in the hospitality and tourism industry are reviewed and the document concludes by stating it is a good time to enter these growing fields.

Uploaded by

Hanis Hannani
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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HOSPITALITY OPERATIONS

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

ASSEMBLY &
EVENT MGT
RESTAURANT
LODGING &MANAGED
SERVICE
TRAVEL &
TOURISM RECREATION
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 &
MANAGEMENT MANAGED 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
TQM is a participatory process that empowers all levels of
employees to work in groups to 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
Careers
Managed Service Lodging
 Asst. Food service director  Corcierge
 Food Service director  Management trainee
 Gen. Manager  Asst. Dept Head (various dept)
 District Manager  Dept. head
 Vice Pres  F&B / Rooms Division Mgr
 President  F&B/ Rooms Division director
 Sales & Mktg. Manager
 General manager
Careers in

Club Management Convention & Expositions


 2-4 yrs. Culinary & Service  Coordinator
 Asst. Banquet / dining room
 Event manager
manager
 Catering Manager  Sales manager
 F & B manager  Asst. Gen. Manager
 Club Manager  General Manager
 General Manager
Careers in
Catering
Event Management  Cook and server
 Entery-level planner
 Event food preparation chef
 Coordinator
 Supervisor of event food
 Meeting manager
service
 Conference coordinator
 Manager of food service
 Convention planner
 Catering Manager
Careers in
Recreation & Leisure. Gaming & Entertainment
Amusement, Theme Parks  Croupier
 Attendants
 Dealer
 Curator
 Slot attendant
 Camp coordinator
 Section supervisor
 Recreation facilities coordinator
 Asst. Section supervisor
 Senior Recreation Coordinator
 Game manager
 Recreation / Aquatic Coordinator
 Floor manager
 Parks & Recreation Director
 Casino Manager
 Deputy Parks & Recreation
Director
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.
The end

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