2 What is Hospitality?“The reception and entertainment of guests, visitors, or strangers with liberality and good will”.Oxford English Dictionary
3 I bet many of you are wondering… What Does “Liberality and Good Will mean”? Liberality: means generosity or broad-mindednessGood Will: means willingness to help others
4 Three Main Objectives of any Hotel Manager As a successful manager in the hospitality industry, you must exhibit many skills and command much specialized knowledge all directed toward achieving the managerial objectives listed below:Make the guest feel welcomedMake sure things (products & services) work for the guestMake sure the operation continues to provide service and make a profitLets explore each objective individually...
5 Make The Guests Feel Welcome! This requires both a friendly manner on your part toward the guest and an atmosphere of “liberality and good will” among the people who work with you in serving the guest. That often translates to an organization in which workers get along well with one another.
6 Make Things Work For The Guests Everything needs to be clean and in working order before the guests step foot on the establishment. A hospitality system requires a lot of work and the manager must see that it is done properly and maintained at all times.
7 Make sure the operation continues to provide service and make a profit. As a manager, the key to achieving this objectivelies in achieving a controlled profitable operation.A good term to describe this management concern is“conformance to budget.”
8 Brief Summary of Management’s Role in the Hotel Industry There were three main objectives of a hotel manager:Make the Guests Feel WelcomeMake Sure Things Work for the GuestsMake sure the operation continues to provide service and make a profit.Simply stated, these objectives suggest that managers must be able torelate successfully to employees and guests, direct the work of theiroperation, and achieve operating goals within a budget - that is, to runa productive operation within certain constraints.
9 Why Study in a Hospitality and Tourism Management Program? As Peter Drucker, a noted management consultant, pointed out,“Today the center of our society’s productivity is the knowledgeworker, the man or woman who applies to productive work ideas,concepts, and information. In other words, knowledge is crucial toSUCCESS, and studying is a necessary part of your overallpreparation for a career as a supervisor or manager.We spend at least half our waking hours at work. Work lies at theheart of a person’s life and can lead directly to self-discovery!So Why Do People Work?
10 Work is an activity that produces something of value for other people Why Do People Work?Work is an activity that produces something of value for other peopleTo make a livingTo get a sense of who they are and to bind themselves to the communityTo enhance self-esteemTo feel self-fulfillmentTo contribute to others
11 Factors to Consider When Evaluating a Job Offer IncomeProfessional statusThe employer: company’s commitment to training, opportunities for advancement, and quality of the company’s operationsPotential job satisfactionSkilled jobs
12 Trends Affecting the Future of the Hospitality Industry Increasing competitionEmphasis on serviceCustomers’ growing value consciousnessChanges in marketing and management made possible by technology
13 Trends Affecting the Future of the Hospitality Industry Increased responsibility for employees and managers through employmentGreater diversity of the workforceCustomers’ concerns with securityConsumers’ and governments’ concern with sanitationGlobalization