Hospitality Industry Leadership
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18-Oct-2014 -
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Transcript of Hospitality Industry Leadership
Hospitality Industry Leadership
David L. Jones, Ph.D.Professor and Department Chair
Department of Hospitality Management
What We’ll Cover
• State of the hotel business today
• Importance of service leadership
• Asian Wave
• Hospitality Education - USF
State of the Hotel Business Today
Management Structures
• Owner/Operator• Management Contract• Franchisee• Hybrids
Non-Brand Owner/Operator & Management Contracts
• Interstate • Felcor• Prime Hospitality• Remington• Pyramid• Crescent
Who Owns the Hotel?
Owners = REIT, Pvt. Equity, Banks
Management=Brand
Financial
Service Quality
Importance of Service Leadership
Making Service a Priority
10
Individual Competence Principles
• Technical/System Skills
• Interpersonal Skills
• Product and Service Knowledge
• Customer Knowledge
• Personal Skills
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
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.
Nurture Service Leadership
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
Asian Wave
Hospitality and Tourism Industry
Success of Asian Hospitality IndustryHotels• 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
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
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
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
Business
HomeEducationalInstitutions
Society
Development of Service Culture
Hospitality and Tourism Education - USF
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 UniversitySchool of Hotel and Tourism Management
Capitalizing on the Asian Wave
USF Department of Hospitality Management
University Resources
Students
Industry
Faculty
Four-legged Stool
Academia
Industry
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
Establishing Our ‘Blue Ocean’
Three Pillars of Excellence
Glo
bal M
eetin
gs &
Even
ts
Eco &
Eth
os
Wellb
ein
g &
Qu
ality
of L
ife
Creating the Dialog
• LinkedIn Grou
• Annual Hospitality Industry Symposium
• Future Quarterly Senior Executive Roundtables
Thank You
Questions?