University of San Carlos

School of Business and Economics

Department of Hospitality Management

NOTES FOR THB 11R- PRINCIPLES OF ORGANIZATION & MANAGEMENT IN THE HOSPITALITY INDUSTRY
INSTRUCTOR: IVAN CARLO MARIBAO CORRIENTE
CHAPTER 1- THE HOSPITALITY INDUSTRY & YOU

I. WELCOME FUTURE LEADERS OF THE INDUSTRY!
Hospitality industry is an exciting place to be:
Its fascinating.
Its fun.
It offers competitive pay.
It offers advancement opportunities.

II. HOSPITALITY SPIRIT!
Works to create memories
Everyday guests rely on us for service
Passion is in the service element
People with a Service Spirit are happy to do something extra to make the guests experience memorable
The WOW factor!

III. WHAT IS HOSPITALITY?
The reception and entertainment of guests, visitors, or strangers with liberality and good will.
Liberality : means generosity or broad-mindedness
Good Will : means willingness to help others

IV. HOSPITALITY INDUSTRIES:

Hotels/Motels Natural Attractions Entertainment Venues
Resorts Gaming Entertainment Bars/ Night Clubs/Lounges
Vacation Ownership Museums Casinos
Hostels Shopping Malls Vending Operations
Caravans Tour Companies Caterers
Camping Sites/Facilities Hotel/Rest. Suppliers Conference Centers
Airlines Historical Sites Bed & Breakfast
Cruise ships Cameras and Film Events Planning/Management
Rail Maps & Travel Books Spa
Car rental/Taxi Services Arts Venues Souvenirs
Bus coaches Cafes/Coffee Shops Leisure & Recreation Facilities
Restaurants Food Producers/Suppliers Laundry Services
Fast foods Banking & Financial Services Exchange Rates
Service Companies
Wine Merchants Reservation Systems
Theme Parks/Amusement Parks Beverage Mfr & Dist.

V. CHARACTERISTICS OF THE HOSPITALITY INDUSTRY:
Our services are mostly intangiblethe guest cannot test-drive a nights stay or taste the steak
before dining
It refers to the fact that a service (since it lacks physical existence form) cannot be seen,
smelled, tasted, touched, or stored.
There is inseparability of production and consumption of the service product, due to each guests unique
demands
There is also the perishability of our product
-It refers to the fact that (in general), services cannot be produced & stockpiled (inventoried) before consumption;
they exist only at the time of their production.
There is also the variability of the product.
-They are capable of being varied or changed; alterable

VI. HOSPITALITY INDUSTRY PHILOSOPHY:

Whether youre an executive or a frontline employee, you need a Service Philosophy that guides your
interactions with guests.
A Participative Management Style which results in associate empowerment, increased productivity, and guest
and employee satisfaction
We define a service philosophy as your values and priorities of what is important when interacting with
guests
Most of our companies have a service philosophy. Some of us have a service philosophy, and many of us have
one that we preach and a different one that we actually use. (Or, a philosophy we follow when our leaders
are around and another we follow when theyre not.)
A great way to get to know your frontline team is to find out what their personal service philosophy is.
Employees who provide the best service are those who are most clear about their personal service
philosophy. This is no accidentit has everything to do with training, experience, and a professional
commitment to their jobs.
Corporate philosophy embraces the values of the organizationincluding ethics, morals, fairness, and
equality.

VII. THREE MAIN OBJECTIVES OF THE HOSPITALITY 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:

1. Make the guest feel welcomed
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.

2. Make sure things (products & services) work for the guest
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.

3. Make sure the operation continues to provide service and make a profit
As a Manager, the key to achieving this objective lies in achieving a controlled profitable operation. A
good term to describe this management concern is conformance to budget.
VIII. THREE MAIN OBJECTIVES OF THE HOSPITALITY MANAGER: SUMMARY

Simply stated, these objectives suggest that managers must be able to relate successfully to employees and
guests, direct the work of their operation, and achieve operating goals within a budget - that is, to run a
productive operation within certain constraints.

IX. CAREER PATHS:





























X. THE DOWNSIDE:
Long Hours
Nontraditional schedules
Pressure
Low Beginning Salaries
Frequent Relocation

XI. HOSPITALITY CAREERS:
The industry offers more career options than most
The work is varied
There are many opportunities to be creative
This is a people business
Hospitality jobs are not nine-to-five jobs
There are opportunities for long-term career growth
There are perks associated with many hospitality jobs
Hospitality jobs can be intrinsically satisfying and meaningful

XII. LODGING CAREERS:
ENTRY LEVEL MID-LEVEL UPPER MANAGEMENT
Housekeeper
Front Desk Clerk/Officer
Reservations Clerk/Officer
Reservations Manager
Executive Housekeeper
Front Office Manager
Personnel Director
Senior Sales Manager
Controller






XIII. FOODSERVICE CAREERS:

ENTRY LEVEL MID-LEVEL UPPER MANAGEMENT
Crew person
Crew supervisor
Lead Positions

Manager Trainee
Chef
Unit Manager
Controller
Kitchen Manager
Catering Manager
Executive Chef
General Manager
District Manager
Regional Manager
Operations Director
Other Directors
CFO
President/CEO

XIV. RESTAURANT INDUSTRY POSITIONS:
Banquet Manager
Bartender/Cocktail Server
Broiler Cook
Busperson
Counter Person
Dining Room Manager
Dishwasher
Executive Chef
Expediter
Food & Beverage Director
Food Server
Fry/Saut Cook
Host/Hostess
Kitchen Manager
Pantry Cook
Pastry Chef
Restaurant Manager
Sous Chef
Storeroom Person
Unit Manager

XV. TRENDS AFFECTING THE FUTURE OF THE HOSPITALITY INDUSTRY:

Increased responsibility for employees and managers through employment
Greater diversity of the workforce
Guests concerns with security
Consumers and governments concern with sanitation
Globalization
Increasing Competition
Emphasis on Service
Customers Growing Value Consciousness
Changes in Marketing and Management made possible by Technology










Food Service Staff/Food
Attendant
Catering Sales Manager
Sales Manager

Food & Beverage Director
Director of Sales & Marketing
General Manager/ Resident
Manager