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CHAPTER 1

Introduction
HOSPITALITY OPERATIONS
MANAGEMENT
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

TRAVEL &
TOURISM
LODGING
ASSEMBLY &
EVENT MGT
RESTAURANT
&MANAGED
SERVICE
RECREATION
Interrerelated Nature of Hospitality & Tourism
TRAVEL & TOURISM
Air
Cruise ship
Online services
Rail
Coach
Automobile
Tourism

LODGING
Hotel
Motel
Resort

RECREATION
Attractions
Gaming
Parks
Recreation


Interrerelated Nature of Hospitality & Tourism
ASSEMBLY & EVENT
MANAGEMENT
Meetings
Conventions
Destination
Companies
Events
Exposition

RESTAURANT &
MANAGED SERVICES
Restaurants
Managed services

Why People Travel - Their
Motivations
Visiting friends and
relatives
Health
Education
Religion
Sports
Festivals
Shopping
Gaming
Adventure

Heritage
Ecotourism
Attraction
Recreation
Leisure/pleasure

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
Asst. Food service director
Food Service director
Gen. Manager
District Manager
Vice Pres
President
Lodging
Corcierge
Management trainee
Asst. Dept Head (various
dept)
Dept. head
F&B / Rooms Division Mgr
F&B/ Rooms Division
director
Sales & Mktg. Manager
General manager
Careers in
Club Management
2-4 yrs. Culinary & Service
Asst. Banquet / dining room
manager
Catering Manager
F & B manager
Club Manager
General Manager


Convention & Expositions
Coordinator
Event manager
Sales manager
Asst. Gen. Manager
General Manager




Careers in
Event Management
Entery-level planner
Coordinator
Meeting manager
Conference coordinator
Convention planner

Catering
Cook and server
Event food preparation chef
Supervisor of event food
service
Manager of food service
Catering Manager



Careers in
Recreation & Leisure.
Amusement, Theme Parks
Attendants
Curator
Camp coordinator
Recreation facilities coordinator
Senior Recreation Coordinator
Recreation / Aquatic Coordinator
Parks & Recreation Director
Deputy Parks & Recreation
Director



Gaming & Entertainment
Croupier
Dealer
Slot attendant
Section supervisor
Asst. Section supervisor
Game manager
Floor manager
Casino Manager
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.
Activity:
Resume/ Job interview
1. What are the duties and responsibilities of this
position
2. What are your future plans
3. Why should I hire you?