Hospitality

INTRODUCTION

After finishing this lesson, you should be able to understand:

• The main characteristics and criteria of 1-5 star hotel classification in Europe

• How to classify hotels according to location or features and benefits

• What are the functions and departments on a Hotel

• What are the duties of the front office manager and front desk employees

• What are the roles of uniformed services and housekeeping

WORKING METHOD

Total estimated time: approx. 60 minutes.

Follow step 1 - 2 to complete this lesson

STEP 1: Accommodation Sector Follow the presentation: Accommodation sector

STEP 2: Current and Future Situation in Hotel Industry Rom is an innovator and a leader in the global travel ecosystem. Rom has many years of experience as an executive in the worlds leading hospitality and hotel brands. Rom is the founder of Innovel, Israel's Travel Tech platform.

Watch the video: Current and future situation in hotel industry and answer the question:

What will be the main challenges for the managers working in a hotel industry in the nearest future?

INTRODUCTION

After finishing this lesson the student should be able to:

• Describe the duties and responsibilities of F&B director and other key department heads

• State the functions of F&B departments

• Describe the duties and responsibilities of kitchen executive chef, restaurant and bar managers • Describe different types of bars

• State the functions of catering/banquet, room service and stewarding departments

WORKING METHOD Total estimated time approx. 60 minutes.

Follow step 1 - 4 to complete this lesson

1. Follow the presentation: Food and beverage sector

2. Watch the video: Career advice from Michelin starred chef

3. Watch the video: The top five secrets of a successful restaurant

4. Watch the video: Food and beverage service training

5. Answer self reflection questions

6. Do suggested activity

STEP 1: Food and Beverage Sector Follow the presentation: Food and beverage sector (Duration: 13:00 min)

STEP 2: Career Advice From Michelin Starred Chef Watch the video Career advice from Michelin starred chef (Duration: 06:04 min) and think what are the main competences of a successful chef?

STEP 3: The Top Five Secrets of a Successful Restaurant Watch the video: The Top five secrets of a successful restaurant (Duration: 02:35 min) and describe 5 secrets of a successful restaurant.

STEP 4: Food and Beverage Service Training Watch the video Food and beverage service training (Duration: 28:32 min) about practical things working in F&B sector.

STEP 5: Answer Self Reflection Questions

1. What are the skills and responsibilities of a food and beverage director?

2. What are the duties of kitchen manager?

3. What are the duties of restaurant manager?

4. What is the difference between catering and banquet?

5. What are the different styles used when setting up a meeting room?

STEP 6: Do Suggested Activity

Visit a hotel restaurant in your area. Make a note how busy the establishment is. Does it seem to work properly? Are guests served in a timely manner? What could be done better? What seems to work well?

INTRODUCTION

After finishing this lesson the student should be able to:

• Discuss the relationship of recreation and hospitality

• Name different types of recreational pursuits

• To understand the basic definition and classification of the special events

• Name the skills and abilities of a successful event manager

• To understand the most important stages of event planning process

WORKING METHOD Total estimated time approx. 50 minutes.

Follow step 1 - 3 to complete this lesson

1. Follow the presentation: Recreation and special events

2. Watch the video: How to organise the perfect event

3. Watch the video: How to plan an event

STEP 1: Recreation and Special Events Follow the presentation: Recreation and Special Events

STEP 2: How to Organise the Perfect Event Watch the video with Chris Powell . He is an event management trainer and event consultant. He helps organizations and individuals become confident and skilled event professionals, able to design, plan and deliver their OWN events. Over the past 19 years I have trained over 4000 people from the worlds of business, education, the public and charity sectors, sport, tourism and festivals to run successful events.

STEP 3: How to Plan an Event Jennifer Bridges, PMP, in short but informative video shows you how to step up to the big leagues and plan for a large conference.

TEST YOUR KNOWLEDGE

Congratulations! You finished reading the 2nd Module. Now, test your knowledge by taking our short 7- question quiz.

INTRODUCTION

After finishing this lesson you should be able to understand:

• The importance of meeting the hospitality guest’s expectations

• The importance and components of guest experience

• The importance of emotional impact while serving the guests

• The definitions of service quality, value and cost in the hospitality field

WORKING METHOD

Total estimated time:  approx. 70:00 minutes. Follow step 1 - 3 to complete this lesson

1. Follow the presentation: The basics of hospitality principles: meeting guest expectations

2. Watch the video: Bobby Stuckey about the hospitality and the service 

3. Answer the self reflection questions

STEP 1: The Basics of Hospitality Principles: Meeting Guest Expectations Follow the presentation: The basics of hospitality principles: meeting guest expectations

STEP 2: Bobby Stuckey About the Hospitality and the Service Bobby Stuckey began his distinguished career working in restaurants in his native Arizona. During his fiveyear tenure at The Little Nell, the restaurant received numerous awards for wine and service, including Gourmet's "Best Wine Service" Award; Mobile Travel Guide's Five Star Hotel and Restaurant Rating; Wine Spectator's Grand Award; and a nomination from the James Beard Foundation for Outstanding Wine Service. He has earned the Master Sommelier Diploma from the Court of Master Sommeliers, considered by many to be the ultimate professional credential in the wine and spirits services industry. Watch the video "Be a Hospitalian" by Bobby Stuckey

STEP 3: Answer the Self Reflection Questions

1. You are probably familiar with the expression “too much of a good thing.” In the hospitality setting, that would describe over-delivering the service guests have come to receive.

• How much service is too much service? Have you ever experienced excessive service?

• How does a hospitality manager ensure that guest expectations are met or exceeded without going overboard?

2. From an article in a guest services magazine: “What brings hotel guests back? A fluffy robe hanging on a padded hanger? Creamy chocolate reposing on the pillow? The jungle safari bedroom decor? Or plain vanilla, old-fashioned service?” What do you say?

3. How is service quality related to guest satisfaction?

4. A guest experience is a service, and this chapter explained that services are largely intangible. Think of a somewhat expensive guest experience you have had. What tangibles did the organization use to make you feel that your intangible experience was worth the money you paid?

INTRODUCTION

After finishing this lesson you should be able to understand:

• The three generic strategies for positioning products and services

• The organizational planning cycle

• The basic of how hospitality organization plans and designs the guest experience

• The importance of including the key drivers of quest satisfaction in the planning process

• The importance of including employees and guest in the planning process

WORKING METHOD

Total estimated time: approx. 60:00 minutes. Follow step 1 - 3 to complete this lesson:

1. Follow the presentation: Key drivers of guest satisfaction

2. Watch the video: The art of hospitality

3. Answer the self reflection questions

STEP 1: Key Drivers of Guest Satisfaction Follow the presentation: Key Drivers of Guest Satisfaction

STEP 2: The Art of Hospitality Watch the video "The art of hospitality" by Danny Meyer, Union Square Hospitality Group and answer the question: "What skills do you need to have to operate successfully with the guests?"

STEP 3: Answer the Self Reflection Questions

1. You are about to start your own restaurant and need to articulate a strategic plan. Think of five key decisions you need to make, and tell how you will make them.

2. How does knowing key drivers help a manager meet guest expectations in a guest experience?

3. Think of a product, service, or brand to which you are loyal. Why are you loyal to that product, service, or brand? What did the organization do to acquire your loyalty, and what has it done to maintain it? Based on the reasons for your loyalty, what one piece of advice would you give to future hospitality managers?

4. Consider the expression “Price, quality, speed — pick any two.” Do you think a company strategic planner said it, or a customer? Is the expression fair and accurate in today’s business world?

INTRODUCTION

After finishing this lesson you should be able to understand:

• Understand why the service environment is important

• How the service environment affects the guests and employees

• How theming the organization can help to create an emotional experience

• Which elements of service environment needs to be managed

• How can your guests react to your created environment

WORKING METHOD Total estimated time: 60:00 minutes.

Follow step 1 - 3 to complete this lesson

1. Follow the presentation: Service Environment (Duration: 25:25 min)

2. Watch the video: The Soul of a Hotel (Duration: 12:34 min)

3. Answer the self reflection questions

STEP 1: Service Environment

Follow the presentation: Service Environment (Duration: 25:25 min)

STEP 2: The Soul of a Hotel

Mark Harmon is the Founder of Auberge Resorts Collection, an international portfolio of luxury hotels, resorts and residences. Each property is uniquely conceived to reflect its location and culture, yet all share a crafted approach to luxury expressed through captivating design, exceptional cuisine and spas, and gracious service. Mark’s passion is to create iconic places that will be an enduring and contributing business in the local community and destination. Watch the video "The soul of a hotel" by Mark Harmon (12:34) and answer the question: "What are the main ideas of Mark Harmon?"

STEP 3: Answer the Self Reflection Questions

1. Consider how theming a guest experience adds value or improves the quality of the guest experience. Compare two similar experiences you have had, such as one restaurant that offered a themed experience and another that did not. What differences did you note between the quality and value of the two experiences?

2. Why should managers pay attention to the environmental setting in which the guest experience occurs?

3. Imagine yourself as a first-time visitor to your town: - How hard or how easy would it be to direct yourself to the location where you are right now? - How could you make finding this location easier for an unfamiliar visitor.

4. Consider the places you go as a guest or customer: - Are these environments too rich or too lean with information, and why do you make that judgment? - How would you change those environments to make the amount of information in those environments just right for achieving whatever it is you need to do when you are in that particular situation?

TEST YOUR KNOWLEDGE

Congratulations! You finished reading the 3rd Module. Now, test your knowledge by taking our short 7- question quiz.

INTRODUCTION

After finishing this lesson you should be able to understand:

• Why a hospitality organization’s culture is important to service success.

• Why the organization’s leaders are so important to defining, developing, teaching and maintaining its culture.

• Why the organization’s values, beliefs and norms are significant.

• How organization can create a strong culture.

• What are the advantages of strong company culture.

WORKING METHOD Total estimated time: approx. 40 minutes.

Follow step 1 - 2 to complete this lesson

1. Follow the presentation: Creating Hospitality Culture: Importance of Leaders

2. Watch the video: Culture as Competitive Advantage

STEP 1: Creating Hospitality Culture:

Importance of Leaders Follow the presentation: Creating Hospitality Culture: Importance of Leaders

STEP 2: Culture as Competitive Advantage

Joanne Smith talks about how companies can use their corporate culture as a way to attract good employees and new customers. Joanne is Senior Vice President of In-Flight Service for Delta Air Lines (http://www.delta.com/) at its world headquarters in Atlanta, Georgia. In this position, which she has held since March 2007, Smith leads more than 20,000 flight attendants, supervisory and administrative personnel. In addition she oversees the airline's onboard product development and catering operations, which includes 165 kitchens across the globe supporting 4000 flights per day. Watch the video about the importance of company culture .

INTRODUCTION

After finishing this lesson you should be able to understand:

• How the organization communicates trough laws

• How the organization communicates trough language

• How the organization communicates trough stories, legends and heroes

• How the organization communicates trough symbols and rituals

• How the organization communicates trough it’s leaders

WORKING METHOD Total estimated time: approx. 30 minutes.

Follow step 1 - 2 to complete this lesson

1. Follow the presentation: Communicating the Company Culture 

2. Watch the video: Corporate Culture — Leader’s Secret Asset

STEP 1: Communicating the Company Culture

Follow the presentation: Communicating the Company Culture

STEP 2: Corporate Culture — Leader’s Secret Asset

The impact of corporate culture on business results is broadly recognized, yet few leaders prioritize the topic. Harald Port has been advising leaders on enhancing corporate culture for over 15 years. His passion is to help companies create business value by building high performing cultures. He is a founding partner of PvL Partners, a strategy boutique consulting firm in Zurich. Harald believes the culture to be the biggest asset for his firm and makes it a daily priority for everyone to further shape it. He grew up in an international, mainly German, Swiss and US environment, completing his studies in 2000 in Zurich, Switzerland. Watch the video about corporate culture and discover how culture can be a corporation’s number one asset in creating business.

INTRODUCTION

After finishing this lesson you should be able to understand:

• The importance of multicultural concepts and communication skills in hospitality industry

• The importance of intercultural communication competency

• The importance of the leaders working in international environment

• The need of intercultural trainings in international organizations

• The role of intercultural communication in hospitality sector

WORKING METHOD Total estimated time: approx. 35 minutes.

Follow step 1 - 3 to complete this lesson

1. Follow the presentation: Understanding cultural awareness

2. Watch the video: Diversity in Tourism - Cross Cultural Communication

3. Watch the video: Cross Cultural Communication

STEP 1: Understanding Cultural Awareness

Follow the presentation: Understanding Cultural Awareness

STEP 2: Diversity in Tourism - Cross Cultural Communication

Watch the video about diversity in Tourism - Cross Cultural Communication.

STEP 3: Cross Cultural Communication

Pellegrino, being a cross cultural expert, is sharing with us his personal and professional experience about how do very different cultures can successfully coexist next to each other. Watch the video about Cross Cultural Communication

TEST YOUR KNOWLEDGE

Congratulations! You finished reading the 4th Module. Now, test your knowledge by taking our short 7- question quiz.

INTRODUCTION

After finishing this lesson you should be able to understand:

• What are the trends in hospitality industry

• The importance of globalization in hospitality industry

• The importance of service, safety, technology and social media in the future

WORKING METHOD Total estimated time: approx. 20 minutes.

Follow step 1 - 2 to complete this lesson

1. Follow the presentation: Hospitality and the Future 

2. Watch the video: Industry Insights: Careers in Hospitality (Radisson Blu Hotel)

STEP 1: Hospitality and the Future

Follow the presentation: Hospitality and the Future

STEP 2: Hospitality Trends and Workforce

Watch the video about hospitality trends and workforce

NTRODUCTION

After finishing this lesson you should be able to understand:

• The main differences between the todays hotel and the hotel of tomorrow

• What are the main trends in hotel development and management

• What challenges are awaiting for those going to work in hotels in the future

WORKING METHOD Total estimated time: approx. 35 minutes.

Follow step 1 - 2 to complete this lesson

1. Follow the presentation: Trends in Accommodation Sector

2. Watch the video: The Future of Hotel Hospitality

3. Watch the video: TOP 10 FUTURE Hotels

4. Watch the video: YU Virtual - The Future of Hospitality

STEP 1: Trends in Accommodation Sector

Follow the presentation: Trends in accommodation sector

STEP 2: The Future of Hotel Hospitality

Working closely with LG Electronics, Charlotte Marriott City Center has transformed into the Marriott brand’s living innovation hotel, delivering a bold new guest experience. This is where the future of hotel hospitality begins. Watch the video about hospitality trends and workforce

STEP 3: TOP 10 FUTURE Hotels Here you will find TOP 10 future Hotels!

STEP 4: YU Virtual - The Future of Hospitality

Here you can check how the future hotel room can look like!