Hospitality Profile. X Introduction. X The People of Hospitality and Tourism. X Exploring Careers in Hospitality and Tourism

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1 Hospitality Profile 2 r e t p a Ch y t i l a t i p s o H n i s r e e Car (Richard) Cody Stevens, CRDS, is a past graduate of the Lodging Management Program. Due to his success with the program, Mr. Stevens was accepted to Johnson & Wales University to pursue his bachelor s degree in Hotel & Lodging Management, with concentrations in Resort & Cruise Line Management. Graduating from Johnson & Wales is not his last educational endeavor, however, since he is eagerly waiting to begin his master s degree, and eventually his doctorate. 2.1 Introduction 2.2 The People of Hospitality and Tourism 2.3 Exploring Careers in Hospitality and Tourism 2.4 Types of Hospitality and Tourism Careers 2.5 The Hospitality and Tourism Professional 2.6 You As a Guest Service Professional 2.7 Career Goals: The Job Hunt, Résumé, and Portfolio 2.8 The Interview Process 2.9 Ethics: Doing the Right Thing 2.10 Self-Esteem: Respect and Value Yourself 20 (Richard) Cody Stevens, CRDS Reservations Group Coordinator Trump International Beach Resort Miami Competencies 1. Identify the type of person found working in the hospitality and tourism industry. 2. Identify the importance of expertise building through on-the-job experience. 3. Identify the type of potential careers available in the hospitality and tourism industry. 4. Explain the various career paths available in the hospitality and tourism industry. 5. Explain the role of the hospitality professional. Since graduating from the Lodging Management Program, opportunities have always been within reach for Mr. Stevens. Beginning his career with the program s internship at Great Wolf Lodge in the Pocono Mountains, PA, he found himself with an opportunity to work full time at the resort s front desk. After graduation and moving to Miami, FL, to attend school, he accepted a position as a reservations agent at the Trump International Beach Resort to further his work experience, and, within months, received a promotion to be the resort s Reservations Group Coordinator. It has been four years since I graduated from the Lodging Management Program. I am thankful for all of the opportunities and experience this program provided me to develop an exciting, and successful career. I look forward to the future and know that there are no limitations to what I can accomplish. Your Task: Use the information contained in the textbook s profile about this industry professional to complete the Professional Profile Activity in the student workbook. You may need to conduct additional research of your own about the profile topic covered in the workbook as well. 6. Explain the skills and responsibilities of a guest service professional. 7. Identify the steps required during the job hunt and interview process. 21

2 Introduction The People of Hospitality and Tourism The hospitality and tourism industry offers a much wider choice of career options than most other industries. No matter what a person wishes to do, chances are the job exists as a segment of the industry. This means the work is varied with many creative opportunities in areas such as advertising, sales promotions, and marketing. The hospitality and tourism industry is a people business where the day is spent satisfying guests, working with motivated co-workers, and dealing with suppliers of goods and outside services. The industry does not have jobs that offer a traditional nineto-five work schedule, but it does offer positions with a wide range of schedules that are flexible and nontraditional. This has the advantage of allowing time for work, school, and play for those who wish to work while attending college. Today, many industry leaders tell a common story of getting an entry-level job at a hotel, going to college while working, and moving up the career ladder as they gained both knowledge and experience. Pineapple Fun Fact In 1849, Ben Holladay owned the Overland Mail and Express Company which transported people, packages, and mail over a 3,000-mile area. The company had 110 coaches, 15,000 employees, and received $365,000 a year from the U.S. Postal Service for providing mail service to towns along its routes. He sold the company to Wells Fargo and invested his money in railroads. Trains soon replaced stagecoaches as long-distance carriers but they remained a popular form of local transportation. Stagecoaches were the bus service and taxi cabs of the time. It was the invention of the automobile that finally brought an end to the stagecoach. Those who work in hospitality and tourism know that it takes a special type of person to fill the vast array of jobs available in the industry. They also know that a successful hospitality and tourism operation must utilize both art and science. In what way does this happen? For art, it is the employee s ability to create a place where guests feel welcome, safe, and comfortable, while science involves the employee being able to consistently provide guest accommodations and services that will meet or exceeds guests expectations. Hospitality and tourism careers can be exciting, sometimes challenging, and occasionally glamorous. Today s guests are global travelers from all walks of life, a variety of culture and religions, and have very high guest service expectations. Anyone considering a career in hospitality and tourism must be prepared to work with a diverse guest audience and be willing to develop the necessary job skills. The job skills required will be either hard skills such as utilizing the various computer systems, or soft skills such as providing a special guest experience that is interesting and enjoyable. When exploring a potential career option, it is always a good idea to learn as much as possible before making a final decision. Some of the questions people thinking of a career in hospitality and tourism should ask themselves: What type of education do I need to get a job in hospitality and tourism? What types of careers are available to me in the hospitality and tourism industry? Do I have what it takes to work in hospitality and tourism? What skills or abilities does a hospitality and tourism career professional need in order to be successful? Is there a career path I could follow? What tools do I need to achieve my career goals? If I applied for a job, what would I need to do during the interview process? Hard Skills skills used to follow established protocols, operate equipment, maintain facilities, and utilize computer systems. Soft Skills desirable qualities for certain forms of employment that do not depend on acquired knowledge. They include common sense, the ability to deal with people, and a positive, flexible attitude

3 2.3 Exploring Careers in Hospitality and Tourism Expertise Building developing the knowledge and skills required to perform on the job at the highest level W hy are the questions listed in the previous section of this chapter so important? Exploring career options is important because the type of business people chooses for their first hospitality or tourism job will have a strong influence on the career path they will take. Why? Because those job skills that are first learned will make a person feel comfortable in the job and at the same time provide a sense of belonging in that sector of the industry. Typically, once a person feels they belong somewhere doing something, they will naturally begin to take ownership of job duties and responsibilities. Once this happens, and without even thinking about it, a career has been born and a career path chosen. Eventually, industry workers come to realize that most hospitality and tourism-related skills are interchangeable within the industry. They see the time invested in that industry segment as expertise building that will allow them to travel up the career ladder. What does this mean for anyone entering the workplace? It means it is important early on in the career process to take a good look at the various sectors of the hospitality and tourism industry to ensure the first job will take them along a career path that is a right fit for the next ten-plus years. Types of Hospitality and Tourism Careers I t is estimated that more than 1.8 million people work in the U.S. lodging industry and an estimated 13 million work in the food service industry. These two simple facts make it very clear that the opportunities for a long-term career in just those industries alone are very possible. Add to that the millions of other jobs available in the other industries involved in hospitality and tourism and the potential career options are nearly limitless. This graphic shows some of the types of businesses found in the four main operational categories of the hospitality and tourism industry. Just about any career you can think of will very probably be available in one or more of the four categories. Accommodations All-suite hotels Casino hotels Conference centers Full-service hotels Limited-service hotels Resorts Retirement communities Food Service Commercial cafeterias Education food service Employee food service Full-service restaurants Health care Lodging food service Quick-service restaurants Recreational food service Social caterers Transportation Airlines Bus lines Car rental companies Cruise ships Tour/Coach operations Attractions/Other Campgrounds Fitness centers Country clubs State and national parks Tourist merchandise operations Theme parks Zoos 25

4 Entry-Level first-level employment in a hospitality firm which usually requires an HS or equivalent level of education, training, and experience qualifications. It gives a recruit the benefit of a gainful occupation, opportunity to learn and gain experience, and serves as a stepping-stone for higherlevel jobs. Skilled-Level the next step in developing specific skills and capabilities that can be transferred from one position to another. Supervisory the level where experience, training, and initiative are combined to create the ability to lead employees and satisfy guests. Management the Hospitality and Tourism Career Path Elevator to Career Success The starting point of any career path will depend on a person s educational background. This will determine whether he or she has the qualifications to bypass entry- or line-level positions. Educational qualifications are closely linked to work experience in that segment of the industry. However, most people entering the hospitality and tourism industry will typically start as line-level employees and go up the career ladder from that point. Personal progress will depend on the employee developing and mastering the desired job position s required tasks, knowledge, and skills. A Typical Career Path Entry-level and Skilled-level provide services directly to guests: Hourly position that requires no experience except willingness to develop. Linelevel Certified Hotel Administrator (CHA) Department Head Certified Certified Certified Certified Certified Rooms Division Executive (CRDE) Food and Beverage Executive (CFBE) Hospitality Housekeeping Executive (CHHE) Engineering Operations Executive (CEOE) Lodging Security Director (CLSD) Entry-livel Managerial Certified Hospitality Revenue Manager (CHRM) SkilledSkilled-level level Hourly position requiring previous experience and mastery of specific job skills. Oversees front line operation Supervisory and Management levels are responsible for departmental operations: Supervisory Management Manages hourly and supervisory level employees. Responsible for administrative or higher level of a company, business, or hotel. Executive experience, education, and skills combined to provide the leadership to a department or segment of a business operation. Executive positions provide: Executive a leader given How long it takes to achieve each step on career path will depend on your: the responsibility to manage the affairs of an organization and the authority to make decisions within specified boundaries. Executive Financial, operational, and leadership required for a business to function efficiently, effectively, and profitably. Supervisor Ability to set personal goals Willingness to learn Ability to build good habits Work experience Self-motivation Certified Hospitality Supervisor (CHS) Entry-Level Front Desk Representative Restaurant Server Guestroom Attendant Maintenance Employee Self-discipline Willingness to take risks 26 27

5 The Hospitality and Tourism Professional You As a Guest Service Professional When should someone begin developing themselves into an industry professional? The answer is, right now. Those who choose to develop the skills required by hospitality and tourism professionals are setting themselves up, early on, for success. You As a Hospitality and Tourism Professional What, exactly, does a hospitality and tourism professional look like? Here s a list of behaviors and practices that all hospitality and tourism professionals have in common: Must be a people person with a pleasant personality Willing to put in the effort/high energy Willing to provide excellent service to guests Have great communication skills (verbal and written) Maintain a professional appearance (clean, neat, and tidy) Creative problem solver/think on their feet Willing to learn and develop new skills The hospitality and tourism professional needs to be able to put all these behaviors and practices to use but the challenge is how to accomplish this. Most companies and businesses have employee job responsibilities and expectations that state how each task should be done and when it needs to be completed. So how does a person complete required tasks while focusing on guest needs? This is possibly the toughest part of guest service to master. One way to do it is to: Think of a plan for how you could interact with guests while performing certain tasks. Then test your plan on a friend to see how it would work with a guest. Learn how to balance it all. For example, learn when employee responsibilities and company expectations outweigh guest service expectations or when guest service is the most important task to perform. Know when to initiate customizing the service you provide to individual guests for example, when you want a guest to feel special or important After mastering the basic skills of the hospitality and tourism professional, the next step is to develop the soft skills needed to professionally deliver guest service. The best place to start is by learning to use the basic standards for guest service. There are four main components of any guest interaction and they are the same no matter the person s personal background. This raises the questions: what is the professional guest service performance standard? What does it mean? How is it used by the hospitality and tourism industries? The four main components of the guest service performance standard are related to the R.A.V.E. model in chapter 1. Each one is simple and easy to understand. Make the guest feel special. Treat the guest as an individual. Treat the guest with respect. Let every guest know he or she is a VIG (Very Important Guest). After becoming comfortable with using the guest service performance standard, the next step to becoming a guest service professional would be to learn the basic soft skills everyone in hospitality and tourism must master. No matter what industry or business a person may build a career in, these simple soft skills should always be in use. The industry expects a guest service professional to always: Make eye contact and smile. Greet and welcome each and every guest. Seek out guest contact. Provide immediate guest service recovery (this will be discussed in chapter 4). Display appropriate body language at all times. Protect the guest experience from negative influences. Thank each and every guest. Performance Standards a list used to provide the employee with specific performance expectations for each major duty. They are the observable behaviors and actions that explain how the job is to be done. Guest Service Gold A training program from EI that teaches hospitality and tourism professionals how to engage and connect with their guests to deliver service that goes above and beyond the call of duty

6 Here is how the guest service basics are applied to train new employees. Adopting these basic approaches as other career skills are being learned will provide a strong foundation for anyone wishing to work in hospitality or tourism. To make it easy to remember, the performance basics have been put into phrases for use when interacting with guests to make certain nothing is forgotten. The phrases to remember are: I project a positive image and energy when I: Smile Look approachable Look happy and interested Keep conversations positive I am courteous and respectful to all guests, including children, when I: Make eye contact and smile Engage in guest interaction Treat guests as individuals Greet and welcome each guest Thank all guests and invite them back I appear professional when I: Provide excellent service and remember safety is important Perform my role efficiently by reducing guest hassles and inconveniences I go above and beyond when I: Anticipate guest needs and offer assistance Create surprises and delight my guests Provide immediate service recovery and make it right for my guests Your Responsibilities to Guests Guest service professionals understand they have a responsibility to meet and exceed guests expectations to ensure the quality of their stay is exceptional. They also understand the need to make things right for guests by actively listening to guest requests, concerns, or complaints. Never allow a guest to walk away feeling no one was listening to them. That is no way to treat a guest. The standard phrase in hospitality and tourism is to always meet and exceed guest expectations, which starts by learning the basic responsibilities and expectations every guest has for employees of the industry. What are the basic responsibilities and expectations a hospitality and tourism employee has for guests? The correct way to handle guests is to provide: A clean, safe place to stay, dine, and/or play A place that is welcoming A staff that is knowledgeable Short wait times for services A place and staff that can keep its guest service promises Meeting Guest Expectations + Exceeding Guest Expectations Exceptional Guest Service How is this done? By making a professional commitment to: Learning and following your property s service standards Developing exceptional guest service skills Delivering the type of service your guests expect Property Service Standards the standards set to ensure consistent quality guest service in areas such as safety, cleanliness, courtesy, and efficiency that all employees are expected to use

7 2.7 Career Goals: The Job Hunt, Résumé, and Portfolio Résumé a brief written account of personal, educational, and professional qualifications and experience, for use by an applicant when applying for a job. Portfolio the contents of a case, such as a three-ring binder, that demonstrate recent work or school experiences, specialized training, skills, certifications, and awards. Searching for a job takes a lot of patience and time. People who are serious about getting a job, need to be dedicated, organized, and always on the hunt for an available position. Scheduling time into each day to search for job openings, submitting résumés, building a portfolio, and completing applications is extremely important, especially for students looking to launch their careers while still in school or following graduation. The job hunt begins with a person researching the various segments of the industry to determine which are a right fit for his or her job skills, training, education, and experience. Job Hunt Sequence 1. Select a segment of the industry Hotel Restaurant Attraction Theme park Zoo National park Museum National Park Theme Park Car Rental Agencies Travel/Event Planners Restaurant Hotel Hotel Zoo Cruise Line Airline Museum Airline Cruise line Support segments Car rental agencies Travel/event planners 2. Select a specific job position 3. Prepare a résumé 4. Begin filling out applications/sending in résumés 5. Prepare a portfolio to use during interviews 6. Prepare to be interviewed 32 33

8 Purpose of a Résumé The most common tool used to find a job is the résumé. It should be a brief one- or two-page document that summarizes all qualifications, work experience, education, and achievements. Think of a résumé as an advertisement that is sent to companies trying to sell them on a person s qualifications and skills. Sample Résumé: An Advertisement of Skills Qualifications List of skills and abilities that make a person qualified for the job Excellent people and sales skills Outstanding computer skills Strong communication skills Great writing skills Work Experience Hometown Inn Front Desk Representative 2010 present Captain Anchor s Seafood Grill Server Education Learnersville Community College Seeking an AA Degree in Hospitality Management 2010 present Morgantown Career and Technical Institute Hospitality and Tourism Management Program High School Diploma June 2010 Purpose of a Portfolio Portfolios are meant to impress and persuade employers to hire the job applicant. A portfolio should contain real examples of previous school and employment experiences that demonstrate the qualifications listed on a résumé. The goal is to show a commitment to the job, profession, and industry segment. How Does a Portfolio Work? The portfolio should contain visual examples of previous projects, tasks, training, and educational experiences. It should be a living document meaning every time something new is achieved or experienced, an example of that experience should be added to the portfolio. The materials can be contained in a notebook with print copies of examples, or stored on electronic media such as a CD, DVD, USB drive, or other common media storage tools. Portfolio Ideas Portfolios should contain items such as: Letters of recommendation Awards and honors School transcripts Diplomas or degrees Licenses and certifications Community service Military records, awards, or medals Reports Brochures Presentations Publications List of references (personal and professional) Three to five people Full name, address, phone, and Will be asked about your strengths, abilities, and experience Achievements Winner of the 2010 National Hospitality and Tourism Management Competition one of a four-person team Dean s List for Academic Performance for past two semesters 34 35

9 Professional Behavior: Use Good Manners 2.8 The Interview Process H ow you look, act, dress, behave, and perform on the job is extremely important to anyone wishing to build a career in the hospitality and tourism industry. This is true when looking for any type of job and becomes even more important when applying for a position where guest service, the guest experience, and guest expectations are key job responsibilities. Simply put, no one wants to hire a dirty, rude person who thinks poorly of him- or herself, and isn t sure what is the right thing to do. To prevent any or all of those things from affecting a person s career-building efforts, the hospitality professional hopeful must learn: Professional Grooming: Dress to Impress The hospitality and tourism industry has high expectations for employee grooming and appearance. These expectations are based on guest expectations and each company s guidelines. The basic grooming guidelines: Be neat and clean (clothes and body) The hospitality and tourism industry depends on its employees to use good manners in order to provide a warm welcome to guests. Showing good manners during a job interview allows potential employers to see professional behavior in action. Professional behavior guidelines include: Acting confident and self-assured Making eye contact Smiling and using positive body language Having good posture Being warm and welcoming Addressing the person by name Being fun and friendly Being knowledgeable Being willing to look for answers to guest questions Being willing to provide great guest experiences These are the types of things potential employers will be looking for during an interview and are the behaviors you need to display to show you are ready and prepared to fill the position. Wear an assigned uniform correctly Wear a nametag at all times Maintain a professional appearance at all times This is also important when applying for a job. It is important to arrive at an interview dressed to impress. This shows potential employers that a responsible, professional person has applied for the job

10 Ethics: Doing the Right Thing Self-Esteem: Respect and Value Yourself Ethics the rules or standards governing the conduct of a person or the conduct of the members of a profession. Morals generally accepted customs of conduct and right living by a society, or an individual s lifetime-learned personal practices of what is right or wrong. It is important to be honest on the job. Why? Because it is the right thing to do. The way to decide what is right from wrong on the job involves something known as ethics. Ethics are the set of rules used to determine which actions are right and which are wrong. Behaving ethically is just as important as using good manners, but the rules are not as easy to learn and follow. Sometimes ethics means following the letter of the law while at other times it means following your heart, which tells you it is the right thing to do. This is often known as following your own morals. During a job interview, it is important to answer all questions honestly, especially when it come to job skills. Employers would rather teach an honest person the skills they need to do the job than find out the person they hired did not tell the truth about their abilities. Using a Moral Compass The person conducting the interview is looking for answers to questions that show not only that the interviewee is capable of doing the job, but also that they will act appropriately on the job. During an interview, follow this compass: Be honest and tell the truth Show a willingness to learn new skills Be consistent Show the ability to treat everyone the same Show an understanding of the importance of following all company policies and guidelines Self-esteem is important to anyone wishing to have a positive attitude toward life and build a successful career. Why? Because it is important to respect and value yourself and allows you to see what you are capable of achieving. Most importantly, it prevents you from giving up. Those who respect and value themselves will find making career decisions easier to do. This is particularly important when hunting for a job. To land the career-starting job will require a lot of self belief and direction during the job hunt. When you believe in yourself and understand that your point of view is valuable, you will be more likely to follow your convictions and make good career choices. No one is born with strong self-esteem; it is developed from the actions, comments, and attitudes of the people surrounding a person as he or she grows into an adult. However, this doesn t mean someone who thinks they have low self-esteem is stuck that way for life. Instead, it means he or she will need to learn what must be done to raise their self-esteem from a low level to a high level using self-improvement tools and methods. It will take time, but the success achieved always makes it well worth the effort. In the hospitality and tourism industry, guests depend on employees who have a lot of confidence about themselves, their actions, and their job performance. Self-esteem is necessary for a person to be able to meet this guest expectation. Map for Building Positive Self-Esteem Always focus on the positive Learn to feel good about yourself Focus on what you like about yourself Walk and talk with confidence Always smile and stand up straight Be Prepared Plan and prepare for all upcoming tasks Confidence Focus on achieving new knowledge and skills Don t mistake confidence for being competitive Don t wait until the last minute to get tasks done Never focus on the negative Achievement Smile Positive Self-Esteem a person s overall evaluation of his or her own self worth, which can be either positive or negative. Convictions fixed or firm personal or business beliefs not easily changed without good reasons provided by other people or situations. Focus Learn Confidence 38 39

11 Apply Your Learning What must anyone planning a career in hospitality and tourism be prepared to do? 2. Why is gaining knowledge and experience important to someone building a career in hospitality and tourism? 3. What non-traditional item does the hospitality and tourism industry offer its employees? What should an employee be able to consistently provide to guests? 2. What employee ability is an art form? 3. List two types of hard skills a hospitality and tourism employee must be able to do. 4. List two types of soft skills a hospitality and tourism employee must be able to do Why will your first job in hospitality or tourism have such a strong influence on your future career choices? 2. What is time working in hospitality or tourism seen as and why is it important? 3. Do the choices you make today affect what you will be doing in 10 years? Give two examples of why you believe your answer to be correct What three things does an executive have to be an expert at? 2. What does an entry-level position contribute to your career development? 3. What does a manager have to provide to his or her employees? 4. What is the starting point of any career path? 5. What are three things your career will depend on for success? Why is having a pleasant personality important to hospitality professionals? 2. What is required to maintain a professional appearance? 3. Scenario: A newly-hired employee is receiving on-the-job training but seems unwilling to talk to guests, has shown up in the wrong shoes, and seems to avoid making eye contact with guests. He has also been late getting to work every day and is grumpy to everyone for the first four hours of his work shift. What are your opinions about this person as hospitality and tourism professional? How could you act as a role model of what a hospitality and tourism professional should look like, act with guests, and perform job duties? What are the four components used in the guest service performance standard? 2. What are two of the basic soft skills a guest service professional must master? 3. How can you project a positive image? 4. How do you show courtesy and respect to all guests? 5. What should you do to appear professional? 6. What can you do to go above and beyond with your guests? 7. What does the phrase meeting and exceeding guest expectations mean you should do? What are the first steps in the job hunt process? 2. Why is narrowing the job search down to a specific position important? 3. What four things should every résumé cover? 4. What is the purpose of a portfolio? 5. What can you use to hold or store your portfolio? What do guests and employers expect from hospitality and tourism employees? 2. What do you need to do to be dressed to impress during a job interview? 3. Why is how you behave during a job interview so important? 4. What is the number one thing a potential employer will be looking for from you during a job interview? What is the meaning of the term ethics? 2. What can help you know you are doing the right thing? 3. Why is being honest during a job interview so important? Why is it important to value and respect yourself? 2. List four self-esteem characteristics that help to map out your career