Hospitality Industry Leadership
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A presentation given to Sonoma State University students in the hospitality management certificate program.
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Hospitality Industry Leadership
- 1. Hospitality Industry Leadership David L. Jones, Ph.D. Professor and Department Chair Department of Hospitality Management
- 3. What We’ll Cover • State of the hotel business today • Importance of service leadership • Asian Wave • Hospitality Education - USF
- 4. State of the Hotel Business Today
- 5. Management Structures • Owner/Operator • Management Contract • Franchisee • Hybrids
- 6. Non-Brand Owner/Operator & Management Contracts • Interstate • Felcor • Prime Hospitality • Remington • Pyramid • Crescent
- 7. Who Owns the Hotel?
- 8. Owners = REIT, Pvt. Equity, Banks Management=Brand
- 10. Importance of Service Leadership Making Service a Priority 10
- 11. Individual Competence Principles • Technical/System Skills • Interpersonal Skills • Product and Service Knowledge • Customer Knowledge • Personal Skills
- 12. Qualities of Service Leaders (Berry, 1995) • Service Vision • Focus on details • Bond with customer • Words and behavior • Vision vs. Idealism • Belief in Others • Capacity of others to achieve • Not bosses, acting as a coach • Love of the Business • Pass it on to others • Passion for service • Integrity • Doing the right thing
- 13. Winning People to the Vision • They understand the purpose of their work. • They feel they are members of an important group. • They have a sense of ownership of their work. • They have high self-esteem. • They have management support. • They have resources – the time, tools, training – to do the job they are being asked to do. • They have the information about what is going on, what they are doing, and how well they are doing it.
- 15. Love of Business – How You Can Show It • Customers are the reason we are here • Sell customers what they want and what fits • Emphasize quality of the product • Be on the floor • Make customers part of the operation • Know your menu and services offered • Show quality in everything • Always smile • You sell yourself. Customers come back because of they are friends • Promote the hotel/restaurant 24 hours 15
- 16. Asian Wave Hospitality and Tourism Industry
- 17. Success of Asian Hospitality Industry Hotels • Shangri-La • Peninsula • Mandarin Oriental • Dusit Hotels • Nikko • Okura • Oberoi • Lotte • Shilla • Pan Pacific … and many more Airlines • Cathay Pacific • Singapore Airlines • Thai Airways • Korean Air • Asiana • Japan Airlines • ANA • Qantas … and others
- 18. The Asian Waves: Driving Forces • Population • Mobility • Rapid economic development • Innovations in services • Globalization of Asian brands • quality of human resources across all levels • Unique cultural advantages
- 19. Understanding The Lifetime Value of the Customer • Lifetime Value View, Not Transaction View – Chinese Guanxi • Revenue and Profits by Average Customer Over a Lifetime by Segment • Increase Average Purchase, Frequency of Visit, Life • Key to Asian Hotel Leadership
- 20. Asian Principles “3 Plus 1 Factor” • Respect for Elders • “Face” • Giving It • Work Before Self • Importance of the Status of Working for a Hotel • Plus Factor: Educational Sponges
- 22. Hospitality and Tourism Education - USF
- 23. Evolution of Hospitality and Tourism University Education European Wave - 1893 North American Wave - 1922 Asian Wave – Today Ecole Hoteliere Lausanne Cornell University Hong Kong Polytechnic University School of Hotel and Tourism Management
- 24. Capitalizing on the Asian Wave USF Department of Hospitality Management
- 27. Co-creation of Curriculum Determine Competencies - Industry Focus Groups Develop Potential Courses - Faculty Hospitality Management Curriculum with Industry Focused Competencies • Hotel & Restaurant Management Track • Meeting & Event Management Track Prioritize Courses - Industry Focus Groups & Faculty Final Result
- 28. Establishing Our ‘Blue Ocean’
- 29. Three Pillars of Excellence Global Meetings & Events Eco & Ethos Wellbeing & Quality of Life
- 34. Creating the Dialog • LinkedIn Grou • Annual Hospitality Industry Symposium • Future Quarterly Senior Executive Roundtables