Unit II. CAREERS IN HOSPITALITY

Transcription

1 Unit II. CAREERS IN HOSPITALITY

2 TOPICS 1. Career Paths 2. Career Goals 3. Self-Assessment and Personal Philosophy 4. Professionalism and Etiquette 5. Ethics and Ethical Dilemmas in Hospitality 6. Careers in the Hospitality Industry

3 What is a CAREER PATH? The concept of career paths describes the progression available in each segment of the hospitality industry It is what you call the career ladder but it does not always go in a straight line.

4 SAMPLE CAREER PATH Barbara Closet BSHRM Hotel Accountant (1 st job) after 3 yrs Front Office Manager after 3 yrs Sales and Marketing Manager after 2 yrs GENERAL MANAGER earned her MBA

5 Career Path Progression means that we can advance from one position to another, however in hospitality industry we don t use straight line career ladders because we need experience in several areas before becoming a general manager, director of human resources or catering manager (etc.) It is better to be experienced in different areas before you go to top positions CROSS TRAINING

6 REMEMBER..

7 What is a Career Goal? Goal Broad statement geared towards accomplishment Career Goal would be your target profession or specialization

8 What is your Career Goal? Have you decided? TAKE YOUR PICK!!!! CHEF GENERAL MANAGER SALES AND MARKETING DIRECTOR ROOMS DIVISIONS MANAGER CONSULTANT HOTEL ACCOUNTANT CRUISE LINE STAFF HOTEL/RESTAURANT OWNER GUEST RELATIONS OFFICER EVENTS MANAGER

9 If you have not decided yet, its ok, here are some tips Explore various segment of the industry Have a good internship or work experience Try a variety, instead of sticking in one job Use the scope of hospitality industry as a guide

10 Scope of Hospitality Industry Travel Air Cruise ships Rail Coach Automobile Ecotourism Lodging Hotels Motels Resorts Assembly and Event Management Restaurant and Managed Services Recreation Attractions Gaming Parks Recreation Meetings Conventions Expositions

11 Self-Assessment and Personal Philosophy The purpose of doing self-assessment is to assess our current strength and weaknesses and determine what do we need to improve on in order to achieve our goal. How to do self assessment? 1. Make a list of your strength 2. Make a list of your weaknesses 3. Analyze

12 Personal Philosophy.. These are your beliefs and your foundation on how you do your way of life.

13 QUALITIES BENEFICIAL FOR A CAREER IN HOSPITALITY HONEST HARDWORKING EFFICEINT PUNCTUAL TEAM PLAYER DEDICATED TO EXCEPTIONAL SERVICE

14 QUALITIES BENEFICIAL FOR A CAREER IN HOSPITALITY DESIRE TO EXCEED GUEST EXPECTATIONS GOOD DECISION MAKING SKILLS LEADERSHIP AMBITIOUS HAS A STRONG WILL TO SUCCEED

15 PROFESSIONALISM AND ETIQUETTE PROFESSIONALISM the conduct, aims, or qualities that characterize or mark a profession ETIQUETTE the forms required by good breeding or prescribed by authority to be observed in social life. WEBSTER S THIRD INTERNATIONAL DICTIONARY

16 Ethics and Ethical Dilemmas in Hospitality ETHICS is a set of principles and values that people use to answer questions between right and wrong. - Bible, Aristotle s Ethics, William Shakespeare s King Lear, the Koran, Analects of Confucious

17 Ethics and Ethical Dilemmas in Hospitality Basic Moral Values 1. Integrity 2. Respect for human life 3. Self-control 4. Honesty 5. Courage 6. CrueLty is wrong - Bible, Aristotle s Ethics, William Shakespeare s King Lear, the Koran, Analects of Confucious

18 FOLLOW THE GOLDEN RULE DO UNTO OTHERS, AS YOU WOULD HAVE THEM DO TO YOU

19 CODE OF ETHICS FOR THE HOSPITALITY AND TOURISM INDUSTRY by: STEPHEN HALL 1. We acknowledge ethics and morality as inseparable elements and doing business and will test every decision against the highest standards of honesty, legality, fairness, impunity and conscience. 2. We will conduct ourselves personally and collectively at all times to bring credit to the hospitality and tourism industry. 3. We will concentrate our time, energy and resources on the improvement of our own products and services and we will not

20 CODE OF ETHICS FOR THE HOSPITALITY AND TOURISM INDUSTRY by: STEPHEN HALL 4. We will treat all guest equally regardless of race, religion, nationality, creed or sex 5. We will deliver all standards of serviceand product with total consistency to every guest. 6. We will provide a total safe and sanitary environment at all times for every guest and employee.

21 CODE OF ETHICS FOR THE HOSPITALITY AND TOURISM INDUSTRY by: STEPHEN HALL 7. We will strive constantly, in words, actions and deeds to develop and maintain to the highest level of trust, honesty and understanding among gusts, clients, employees, employers, and the public at large 8. We will provide every employee at every level all the knowledge, training, equipment and motivation required to perform his or her task according to our published standards.

22 CODE OF ETHICS FOR THE HOSPITALITY AND TOURISM INDUSTRY by: STEPHEN HALL 9. We will guarantee that every employee at every level will have the same opportunity to perform, advance and be evaluated against the same standard as all employees engaged in the same similar task. 10. We will actively and consciously work to protect and preserve our natural environment and natural resources at all that we do.

23 CODE OF ETHICS FOR THE HOSPITALITY AND TOURISM INDUSTRY by: STEPHEN HALL 11. We will seek a fair and honest profit, no more, no less.

24 Ethical Dilemmas in Hospitality Example # 1: As a catering manger of a large banquet operation, the flowers for the hotel are booked through your office. The account is worth $15,000. One florist offers you a 10% kickback if you get flowers from them. Will you accept the offer? Why or why not?

25 Ethical Dilemmas in Hospitality Example # 2: As a purchasing agent for a major hospitality organization, you are responsible for purchasing $5 million worth of perishable and nonperishable items. To get your business, a supplier, whose quality and price are similar to others, offer you a new car. Do you accept? Why or why not?

26 Ethical Dilemmas in Hospitality Example # 3: An order has come from the corporate office that guests from a certain part of the world may only be accepted if reservation is made from the embassy of the countries. One Sunday afternoon, you are duty manager and several limos with people from that part of the world request rooms for several weeks. You decline even though there are available rooms. Then even offered you a personal envelope which contains $1,000.

27 Three key categories that needs to be answered before making a decision: 1. Is it legal? Will I be violating civil law or company policy? Also, will I get fired if I accept it, allow it, or do it? 2. Is it balanced? Is it fair to all concerned in both the short term or the long term? Does it promote win-win relationships? 3. How will it make it feel about myself? Will it make me proud? Will I feel good if my family knew about it?

28 Careers in the Hospitality Industry 1) CAREERS IN TRAVEL AND TOURISM 2) CAREERS IN RESTAURANT AND MANAGED SERVICES 3) CAREERS IN LODGING 4) CAREERS IN CLUB MANAGEMENT 5) CAREERS IN CONVENTIONS AND EXPOSITIONS 6) CAREERS IN MEETING PLANNING, EVENT MANAGEMENT AND CATERING 7) CAREERS IN RECREATIONS AND LEISURE, AMUSEMENT AND THEME PARKS AND GAMING

29 1. CAREERS IN TRAVEL AND TOURISM Travel Air Cruise ships Rail Coach Automobile Ecotourism Tourism Attractions Place People Visits

30 CAREERS IN TRAVEL AND TOURISM TICKET AGENT SALES REPRESENTATIVES SALES MANAGER PROJECT OPERATIONS STATION MANAGER DEPARTURE MANAGER ARRIVAL MANAGER VICE- PRESIDENT Ticket Agent - $ 18,000 to $ 31,000 annually Operations Manager - $ 65,000 annually Station Manager - $ 50,000 to $ 75,000 annually Airport Manager - $ 50,000 - $ 130,000 annually

31 CAREERS IN TRAVEL AND TOURISM CRUISE INDUSTRY ONBOARD POSITIONS ON SHORE CAREERS - RESTAURANT STAFF - MARKETING AND SALES - HOTEL STAFF - HUMAN RESOURCES - CRUISE DIRECTOR - ACCOUNTING AND FINANCE - RESTAURANT/HOTEL MANAGER A CRUISE DIRECTOR arranges all onboard activities and entertainment. CAREER PATH OF A CRUISE DIRECTOR Staff Member Sports/Fitness Specialist Supervisor CRUISE DIRECTOR

32 CAREERS IN TRAVEL AND TOURISM OTHERS: TRAVEL MANAGERS TOUR GUIDES TOUR OPERATORS DESTINATION MANAGERS CONVENTION AND VISITORS BUREAUS

33 BUSSER FOOD SERVER SHIFT LEADER MANAGEMENT TRAINEE ASSISTANT MANAGER PRESIDENT VICE PRESIDENT REGIONAL MANAGER GENERAL MANGER MANAGER A CAREER PATH IN THE RESTAURANT INDUSTRY

34 CAREERS IN RESTAURANT AND MANAGED SERVICES RESTAURANT (Dining) FOOD RUNNER primarily delivers food to the guests BUSSER clears tables of used dishes FOOD SERVER primary job is to make sure that the guest has a pleasurable dining experience. Server greats guest, take orders, refill drinks, serve guest and clear up table. Tips makes majority of food server s wage.

35 CAREERS IN RESTAURANT AND MANAGED SERVICES RESTAURANT (Dining) SHIFT LEADER has primarily the same responsibility of a food server, plus, responsible in training new staff, opening and closing the restaurant and scheduling sections for the day. BAR-BACK the person who stocks and prepare the bar prior to service BARTENDER prepares drinks

36 GIVE EXCELLENT SERVICE GAIN EXCELLENT TIPS!!

37 CAREERS IN RESTAURANT AND MANAGED SERVICES RESTAURANT (kitchen) Menu preparation: a. CHAIN OPERATION RESTAURANT menus are prepared in the corporate office. b. INDEPENDENT RESTAURANTS chefs prepare menus, measure and mix ingredients, and use variety of pots, blenders and alike to prepare meals.

38 CAREERS IN RESTAURANT AND MANAGED SERVICES RESTAURANT (kitchen) Kitchen staff: a. kitchen manager manages over-all kitchen operation b. chef primary creates the dishes served. c. prep cook does preliminary tasks, gathering ingredients, slicing ingredients and preparing them for use. d. pastry cook makes desserts e. pantry cook prepares cold dishes for lunch and dinner f. grill cook prepares grilled foods and mans the grill station

39 CAREERS IN RESTAURANT AND MANAGED SERVICES DO YOU WANT TO BE A CHEF? CHEF S START OUT AS A PREP COOKS ACQUIRE BASIC SKILLS AND EXPERIENCE GET A COLLEGE DEGREE IN CULINARY ARTS OBTAIN TRAINING THROUGH VOCATIONAL PROGRAMS, COLLEGES, UNIVERSITIES OR CULINARY INSTITUTES GET MORE SEVERAL YEARS OF EXPERIENCE

40 CAREERS IN RESTAURANT AND MANAGED SERVICES Managed services is the practice of transferring dayto-day related management responsibility as a strategic method for improved effective and efficient operations. The person or organization who owns or has direct oversight of the organization or system being managed is referred to as the client or customer.

41 CAREERS IN RESTAURANT AND MANAGED SERVICES Managed Services Provider Tasks: a) Employee relations give conducive working environment b) Keep up with HRD re: hiring and firing employee, wages, benefits and disciplinary action c) Monitor the company s budget like keeping records d) Menu planning e) Sanitation f) Training staff

42 Career Path in Managed Services Assistant Food Service Director Food Service Director General Manager District Manager President Vice-President

43 CAREERS IN LODGING Sales & Marketing Manager Management Trainee Assistant Department Head Department Head (various) Food and Beverage Services Manager Food and Beverage Services Director General Manager Assistant Controller Controller

44 4. Careers in Club Management CLUB MANAGERS Shares many of responsibilities that hotel managers has. Some of the responsibilities are the following: 1) Preparing budgets 2) Forecasting future sales 3) Monitoring restaurants on the property and various internal departments such as human resources 4) Makes sure that maintenance work is done properly 5) Responsible for over-all well being of the club

45 4. Careers in Club Management Club Management is different from hotel management in that guests at the club are members and typically pay for their membership. Because of this, many feel a much stronger tie to the club and therefore expect a higher level of service.

46 2-4+ Yrs Culinary and Service Experience Assistant Catering Manager Dining Room Manager Catering Manager Food & Beverage Manager Club Manager General Manager A CAREER PATH TO CLUB GENERAL MANAGER

47 5. CAREERS IN CONVENTION AND EXPOSITION CONVENTION COORDINATOR coordinates meetings, conventions and special events for very large of group of people. They are similar as an event planner however in a larger scale.

48 5. CAREERS IN CONVENTION AND EXPOSITION CONVENTION MANAGERS are in constant communication with all aspects of the event. Other responsibilities are as follows: a) Responsible for hiring outside sources to come in and do various tasks such as sound, lighting, and equipment set-up where ever is necessary, as well as catering if needed. b) Given a budget and is expected to work within the budget c) Responsible in all legal aspects such as permit in a certain areas, fire code regulations, floor plans and space limitation d) Responsible to handle staff under him/her such as sales, registration, marketing and others

49 5. CAREERS IN CONVENTION AND EXPOSITION Traits of a good Convention Managers a)well organized (records, transaction and decisions) b)good decision making skill c)good communication skill

50 Coordinator Event manager Sales Manager Convention Assistant General Manager Convention General Manager A CAREER PATH TO BECOMING A CONVENTION GENERAL MANAGER

51 6. CAREERS IN MEETING PLANNING, EVENT MANAGEMENT AND CATERING I. MEETING PLANNING MEETING PLANNER Can also be called event manager, conference coordinator and convention planner. Some responsibilities are as follows: a) Establishing site for events b) Making arrangement hotel, travel food arrangement etc c) Planning the program d) Over seeing the event

52 6. CAREERS IN MEETING PLANNING, EVENT MANAGEMENT AND CATERING Coordinator Senior Marketing Manager Entry-Level Planner Meeting Manager Executive Director President of the Company CAREER PATH TO A MEETING PLANNER

53 6. CAREERS IN MEETING PLANNING, EVENT MANAGEMENT AND CATERING II. EVENT MANAGEMENT 2 most popular event management: WEDDING PLANNING & PARTY PLANNING.

54 6. CAREERS IN MEETING PLANNING, EVENT MANAGEMENT AND CATERING WEDDING PLANNERS also called as wedding consultants or brideal consultants. Some responsibilities are as follows: 1. Provides brides with assistance with all aspects of planning the wedding 2. Give cost estimates 3. Make ceremony arrangements 4. Choose reception sites

55 6. CAREERS IN MEETING PLANNING, EVENT MANAGEMENT AND CATERING 5. Pick out invitations and flowers 6. Offer advice on wedding etiquette and tradition 7. Make sure that every last detail of the event is taken cared of On average, wedding planners charge 10 15% of the cost of the wedding

56 PARTY PLANNERS often self employed or work out of small firms and are hired by individuals, families, small companies to plan small parties for special occasions. Some responsibilities are as follows: They help to plan and organize events from birthdays, christening, bar mitzvahs, themed parties and celebrations. Planners can be responsible for the entire event, from invitations to catering to clean up, or they may work on one aspect of the party, such as planning a menu or serving guests. Party planners usually charges 10 20% of the total cost of the party, or $10 - $40 per pax, or $20 per hour and up Event experience as a cook or server Supervisor Of event Food Service Manager of Event Foodservice Event Staffing Manager Event Manager A CAREER PATH TO AN EVENT MANAGER

57 6. CAREERS IN MEETING PLANNING, EVENT MANAGEMENT AND CATERING CATERING Offers a career choice for the entrepreneur. Catering functions is often held on location yrs Food Production Experience Cook for a Catering Company Catering Foodservice Experience Supervisor of Foodservice Owner/President Catering Manager Manager of Foodservice

58 7. CAREERS IN RECREATIONS AND LEISURE, AMUSEMENT AND THEME PARKS AND GAMING RECREATION AND LEISURE RECREATION WORKERS plan, organize and direct various recreational activities, such as aerobics, arts and crafts, Little League baseball, tennis, camping and softball. These activities can take place in leisure, amusement or theme parks. AMUSEMENT AND THEME PARKS The theme park industry provides a wide variety of jobs to employees with varying skill levels. A few examples of workers in these segment are the designers, artist, inspectors and other professionals.

59 7. CAREERS IN RECREATIONS AND LEISURE, AMUSEMENT AND THEME PARKS AND GAMING THE GAMING INDUSTRY A variety of careers are dealer, slot attendants, marketing director and casino surveillance. A key component to obtaining a job in this industry is that one must have very thorough knowledge of the legal, regulatory and compliance issue related to daily operations in the casino.

60 Croupier Gain experience At all tables Section Supervisor Assistant Section Manager Casino Manager Floor Manager Game Manager A CAREER PATH IN GAMING ENTERTAINMENT