Key Players in Hospitality Operations Chapter 3. Unit Essential Question What are the vital...

Key Players in Hospitality Key Players in Hospitality OperationsOperations

Chapter 3Chapter 3

Unit Essential Unit Essential QuestionQuestion

What are the vital departments in a hotel and how do these departments address diversity?

Essential Question 1Essential Question 1

What are the responsibilities of What are the responsibilities of the human resources department the human resources department and how is it involved in and how is it involved in employee compensation and employee compensation and recognition?recognition?

Human Resources DepartmentHuman Resources Department

Human Resources – The People Human Resources – The People FactorFactor

Human Resources (HR)Human Resources (HR): : Department Department responsible for recruiting, interviewing, responsible for recruiting, interviewing, hiring, training, development, hiring, training, development, compensation, benefits, supervision, compensation, benefits, supervision, employee, evaluation, and separation.employee, evaluation, and separation.



HR ResponsibilitiesHR Responsibilities::– Recruitment:Recruitment:

Essential to find potential employees.According to the American Hotel and Lodging

Association (AH&LA), job growth in the hospitality industry will require a yearly growth of 200,000 people through 2006.



HR ResponsibilitiesHR Responsibilities::– Interview:Interview:

Conduct placement tests.Administer drug tests.Check references.



HR ResponsibilitiesHR Responsibilities::– Orientation:Orientation:

Teaches new hires about the procedures, policies, and philosophies of the company.

Ensures a new hire gets off to good start.



HR ResponsibilitiesHR Responsibilities::– Training:Training:

Provides instruction in basic skills that pertain to a new hire’s department and job description.

May assign a mentor to assist the new employee in learning the ropes.

A good training program increases productivity, boosts morale, and creates loyalty to the company.



HR ResponsibilitiesHR Responsibilities::– Development:Development:

Assists employees in obtaining necessary training and education to improve their skills and knowledge.

Provide job opening information and assist employees with lateral and upward transfers.



HR ResponsibilitiesHR Responsibilities::– CompensationCompensation: : Includes benefits as well

as salary.Ensures every employee receives fair and

equitable remuneration (payment for work).Design employee incentive plans or reward

systems.



HR ResponsibilitiesHR Responsibilities::– Benefits:Benefits:

Health insurance.Retirement plans.Family care plans.



HR ResponsibilitiesHR Responsibilities::– Employee Recognition Programs:Employee Recognition Programs:

Designed to help employees feel significant and improve morale.

Tangible rewards.Intangible rewards.


What activities and who are What activities and who are involved in front-of-the-house involved in front-of-the-house operations?operations?

Front-of-the-House OperationsFront-of-the-House Operations

In FrontIn FrontThe Front DeskThe Front Desk::

– Front Desk Agents:Front Desk Agents:Determine if a guest has a reservation or is a

walk-in.Provide a good first

impression.



– Front Desk Agents:Front Desk Agents:Will upsell: provide guests with information

on rooms with better accommodations and amenities.

Should be well trained to retrieve information from the guest tracking system.

– Notes guest’s preferences from previous stays.



– Front Desk Agents:Front Desk Agents:Maintain guest confidentiality.Go over the guest folio with guest at check

out.Handle any number of situations that may

occur from medical or other emergencies to providing directions or other simple services.


Food and Beverage OutletsFood and Beverage OutletsAre a major part of front-of-the-house Are a major part of front-of-the-house

operations.operations.Provides guests with:Provides guests with:

– Products to eat and drink.– Banquet and meeting rooms.– Coffee shops.– Cocktail lounges.– Pool-side snack bars.– Vending machine services


Food and Beverage OutletsFood and Beverage OutletsServersServers

– Maitre d’hotel: Manages reservations, greets and seats guests, and handles complaints.

– Cashier: Accepts payment from guests and balances the register.


Food and Beverage OutletsFood and Beverage OutletsServersServers

– Wait staff: Servers – main connection between the customer and the food production staff.

Well-trained servers use a coding system when taking orders, they do not “auction off” the food when it arrives.

– Bus staff: Assists waitpersons in serving food, refilling beverages, cleaning tables, and re-setting tables for the next customers.


Food and Beverage OutletsFood and Beverage OutletsTypes of MenusTypes of Menus

– Short order menus: Feature items that can be prepared

quickly and easily.– A la carte menus: List and

price items separately.


Food and Beverage OutletsFood and Beverage OutletsTypes of MenusTypes of Menus

– Table d’hôte menus: Fixed prices for meals normally consisting of appetizer, salad, soup, entrée, dessert, and beverage. This menu is used for banquets.

– Menus du jour: Offer a different specialty each day.


Food and Beverage OutletsFood and Beverage OutletsTypes of ServiceTypes of Service

– American service: Places the food on the plate in the kitchen before it is brought to the table.

– English service: Large serving dishes remain on the table and customers serve themselves. Referred to as “family style” in the United States.


Food and Beverage OutletsFood and Beverage OutletsTypes of ServiceTypes of Service

– French service: Elaborate, involving several waitpersons serving food from a chafing dish or rolling cart.

– Russian service: All food is dished into serving dishes in the kitchen and brought to the table.

– Banquet service: Used for large events and is usually a combination of any of the other services.


What activities and who are What activities and who are involved in back-of-the-house involved in back-of-the-house operations?operations?

Back-of-the-House OperationsBack-of-the-House Operations

Back of the HouseBack of the HouseIncludes the following:Includes the following:

– Human resourcesHuman resources– ManagementManagement– AccountingAccounting– ReservationsReservations– OperationsOperations– HousekeepingHousekeeping– Banquet operationsBanquet operations


Back of the HouseBack of the HouseHousekeepingHousekeeping::

– Responsible for the daily cleaning and Responsible for the daily cleaning and care of guest rooms, the front desk and care of guest rooms, the front desk and lobby areas, restaurants, banquet and lobby areas, restaurants, banquet and meeting rooms, restrooms, and other meeting rooms, restrooms, and other offices and rooms on the property.offices and rooms on the property.

– Housekeepers average 17Housekeepers average 17¢ per room per ¢ per room per day.day.


Back of the HouseBack of the HouseHousekeepingHousekeeping::

– Executive housekeepers: Executive housekeepers: Plan and coordinate activities of the housekeeping department.

Orders and receives supplies.Maintains the lost and found department.Reports the status of rooms to the front desk.

– Check out (C/O) Stayover (S/O)

– Vacant ready (V/R) Out of order (OOO)


Back of the HouseBack of the HouseThe Engineering DepartmentThe Engineering Department::

– Maintains the mechanical equipment and Maintains the mechanical equipment and the physical upkeep of the hotel.the physical upkeep of the hotel.

– Facilities director: Facilities director: Manages the engineering department.

Must be knowledgeable in:– HVAC systems.

– Electrical, plumbing, mechanical, and environmental systems.

– Read blueprints and building schematics.


Back of the HouseBack of the HouseThe Engineering DepartmentThe Engineering Department::

– Responsible for landscaping and exterior Responsible for landscaping and exterior maintenance. This providesmaintenance. This provides

the guest with a first the guest with a first impression.impression.

– Must be cognizant ofMust be cognizant of conservation, conservation, recycling,recycling, and other and other environmentalenvironmental issues. issues.


Back of the HouseBack of the HouseThe KitchenThe Kitchen::

– Provides food for the on-siteProvides food for the on-site restaurants, special events,restaurants, special events, conferences, meetings, roomconferences, meetings, room service, and employeeservice, and employee dining room.dining room.

– Executive chefs: Executive chefs: Responsible for training and managing the kitchen staff.



– Sous chefs: Sous chefs: Assistant chefs who report directly to the

executive chef.Oversees the day-to-day food production

process.



– Production chefs: Production chefs: Referred to as station chefs. Responsible for

specific categories of food.– Pastries and breads

– Soups

– Vegetables

– Fruits and salads

– Meats

– Desserts

Reports to the sous chefs.



– Line chefs: Line chefs: Prepares the food ordered by the customers.Must know a variety of cooking methods.Reports to the sous chefs.



– The cost of food and beverage supplies The cost of food and beverage supplies account for 35 to 40 percent of sales.account for 35 to 40 percent of sales.

– Any food waste or spoilage can drastically Any food waste or spoilage can drastically affect profit of the food and beverage affect profit of the food and beverage department.department.


How does the hospitality industry How does the hospitality industry address cultural diversity and address cultural diversity and create opportunities for minorities?create opportunities for minorities?

Diversity Issues in the Diversity Issues in the Hospitality IndustryHospitality Industry

Vive La DifferencesVive La DifferencesHotels must be sensitive to the needs of a Hotels must be sensitive to the needs of a

diverse workforce in order to recruit and diverse workforce in order to recruit and retain effective employees.retain effective employees.

African-Americans, Hispanics, and African-Americans, Hispanics, and Asian-American/Pacific Islanders make Asian-American/Pacific Islanders make up 26 percent of the U.S. population.up 26 percent of the U.S. population.– By 2020 these minority populations are expected By 2020 these minority populations are expected

to increase to 36 percent.to increase to 36 percent.– By 2050 they will makeup 47 percent.By 2050 they will makeup 47 percent.


Vive La DifferencesVive La DifferencesMultinational Hotels:Multinational Hotels:

– Major hotel brands that have hotels located in more than one country.

– Must maintain the same standard of service while employing personnel of varying cultures.


Vive La DifferencesVive La DifferencesTo Know Me is to Love Me:To Know Me is to Love Me:

– Hotel management need to have cultural understanding.

– Hoteliers use cultural differences by developing multi-ethnic mentor programs.

– Some hotels and restaurants provide English classes.

– Many hotels do business with minority and women-owned supply companies.

Key Players in Hospitality Operations Chapter 3. Unit Essential Question What are the vital...

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