Hospitality Operations and Management

Transcription

1 Hospitality Operations and Management Outline Hospitality: An Introduction Module 1 The Spirit of Hospitality The Scope of the Hospitality Industry The Mission and Product of Hospitality Business Profile: Starbucks A Day in the Life of a Front Desk Clerk Pursuing Opportunities in Hospitality Relationship of Hospitality to Travel & Tourism A Day in the Life of a Travel Agency Manager Marketing and Promoting Tourism & Travel The Effects of Hospitality, Tourism and Travel Learn from the Disney Theme Parks Hospitality: An Introduction Module 2 Understanding Lodging Dynamics of the Lodging Industry The Evolution of Lodging Facilities Classifying Lodging Properties A Day in the Life of a Concierge Types of Lodging Ownership Hotel Development Choosing the Right Location Assessing Hotel Feasibility Fiscal Commitment to the New Hotel Hotel Management and Operations Human Resources Management Issues Hospitality: An Introduction Module 3 Food Service Industry Hospitality and the Foodservice Industry The Relationship of Market, Concept, and Menu Contemporary Commercials Foodservice Concepts

2 Restaurant Ownership Commercial Restaurant Within Other Businesses On-Site Institutional Foodservice Historical Overview of Cooking and the Culinary Arts Elements of American and European Fine Dining A Day in the Life of a Chef Menu Planning and Development The Food Production Cycle Beverage Management Trends in Beverage Consumption Wines, Liquors and Malt Beverages Hospitality: An Introduction Module 4 Hospitality Industry Meetings, Conventions, Special Events, and Expositions Opportunities in the Meeting Industry A Day in the Life of a Meeting Planner Sports Management Career Opportunities Recreation and Leisure Managing Leisure Segments of the Hospitality Industry Novel Lodging Facilities Clubs & Recreational Facilities Health & Wellness Facilities Global Gaming and Casino Operations History of Gambling and Current Status The Pros and Cons of Gambling Security and Surveillance Casino Customers A Day in the Life of a Casino Manager Hospitality: An Introduction Module 5 The Future of Hospitality Globalization and the Future of Hospitality The Economic Climate Demographics and Socioeconomic Trends

3 Technological Innovations Government Regulation and the Hospitality Industry The Unions Ethics in Hospitality Building for Success Basic Business Skills Steps to a Career in Hospitality Getting a Job in Hospitality A Day in the Life of a Human Resource Director Managing Quality Service Module 1 Hospitality Service Strategy Providing Service Guestology: What Is It? The Guest Experience & Expectations Quality, Value, and Cost Defined Meeting Guest Expectations The Hospitality Planning Cycle Assessing the Organization Itself Involving Employees in Planning Quantitative & Qualitative Tools Setting the Scene for the Guest Experience How the Service Environment Affects the Guest Managing Quality Service Module 2 Developing the Hospitality Culture The Importance of Leaders The Importance of Culture Beliefs, Values, and Norms Culture and the Environment Communicating the Culture Changing the Culture Staffing for Service The Many Employees of the Hospitality Industry Loving to Serve

4 Employing the Best to Serve Your Guests Managing Quality Service Module 3 Hospitality Service Staff Training Employees to Serve Developing a Training Program Training Methods Employee Development Motivating Employees Rewarding Employees for Performance Linking Performance and Rewards Clarifying Employees Roles Motivation, Employee Satisfaction, and Guest Satisfaction Guest Co-Create Value Strategies for Involving the Guest Determining When Guest Participation Makes Sense Managing Quality Service Module 4 Hospitality Service Delivery System Communicating for Service The Challenge of Managing Information Information and the Service Product Information and the Service Setting Information and the Delivery System Decision Support Systems Planning and Designing the Service Delivery System Developing the Service Delivery System Targeting Specific Problem Areas Waiting for Service Capacity and Psychology of Waiting Managing the Perception of Waiting Service Value and the Wait

5 Managing Quality Service Module 5 Measuring and Managing Service Delivery Techniques and Methods for Assessing Service Quality Measuring Service Quality After the Experience Finding and Using Techniques that Fit Fixing Service Failures Service Failures: Types, Where, and Why Dealing with Service Failures Recovering from Service Failures Service Excellence Leading Others to Excel Strategy, Staffing, and Systems Hospitality and the Future Hospitality Sales Module 1 Understanding Hospitality Sales Foundations of Success A Vital Role in Our Economy Traits of Successful Salespersons Rewards of a Hospitality Sales Career Getting Started in Your Sales Career Hospitality Industry Buyers and Sellers What It Takes to Be a Success Creating Mutually Beneficial Value Exchange The Rise of Micromarketing Selling, Exchange & Value How is it related to Value Exchange Quality Customer Satisfaction Models Hospitality Sales Module 2 Buyer-Seller Relationships Changing Perceived Value Emergence of the New Buyer

6 Three Types of Value Buyers How Buyers Make Buying Decisions Responding to Changing Buyer Perceptions Today s New Sellers Three Types of Sellers How Sellers Traditionally Sell Situational Selling Selling Approaches How to Implement Selling Strategies & Tactics The Buying / Selling Exchange Process Managing the Exchange Process Hospitality Sales Module 3 Managing the Sales Process, Part 1 Pre-Negotiation Strategy Negotiation Preparation & Planning Concepts of Negotiations Situational Negotiation Strategies & Tactics Approaching the Buyer Conversion of Suspect to Prospect to Customer The Approach Investigating Needs Questioning Skills The Investigating Needs Appointment Role-Playing Hospitality Sales Module 4 Managing the Sales Process, Part 2 Negotiation Process Strategy The Proposal Matching Statements Demonstrating Capability Negotiating Concerns Gaining Commitment Methods to Close

7 Seven Negotiating Methods The Letter of Agreement or Contract Post-Negotiation After-Sale Implementation Maintenance & Development of Customers Continual Improvement of Selling Skills Hospitality Sales Module 5 Managing Your Future Sales Professionalism Ethical and Legal Responsibilities Breach of Warranty & Fraudulent Misrepresentation Relations with Customers & Distributors Sales Management Selecting Sales Staff Sales Channels & Intermediaries Account Ownership Information Technologies Sales Force Automation The Future of Hospitality Sales The Continuum of Buyer-Supplier Strategies