Ø Evolution of the Industry
Ø Service Tradition
Ø Seasonality and Feasibility
Ø Classification and Ratings by Rooms and Properties
Ø Global and regional operations, timeshares, chains, budget hotels,
Ø All-suite Hotels and Casino Hotels.
Ø Typical Hotel Organizational Chart
Ø Empower Yourself With Education
Ø Strategic Planning
Ø Vendor Relations
Ø Events, Trade Shows and Meeting Planners
Ø Family and Tourist Activities/Guest Profiling
Ø Managing Styles/Career Portfolio/Leadership
Ø Front Office
Ø Sales and Marketing/Cost Control
Ø Building a Support network/Communication
Ø Prepare for the unexpected
Ø Professional Appearance (uniformed staff) and Demeanor (body language)
Ø Selecting Staff/Interviewing Skills
Ø Staff Training and Motivation
Ø Housekeeping and Maintenance
Ø Concierge Duties
Ø Scheduling Shifts
Ø Labor Relations
Ø Identifying Staff Responsibilities
Ø Customer Service (would Peter Greenberg approve?)
Ø Special Requests and Cancellations
Ø Handling Complaints
Ø Working with travel agencies and group reservations
Ø The Guest Bill
Ø Accepting credit cards
Ø Night accounting duties
Ø Casino accounts/extending credit
Ø Quality management verses guest expectations
Ø Anticipating and preventing problems
Ø Determining room rates
Ø Handling Complaints
Ø Food Service Set-ups, Room Set-ups and Food Preparation
Ø Menu Planning/Preparing the Kitchen
Ø Alcoholic Beverages
Ø Interaction Between Hotel Management and Event Planners
Ø First Impressions of Hotel Environment
Ø Cleanliness and Sanitation
Ø The Benefits of Valet Park
Ø Generation X
Ø VIP Services
Ø Security, Safety and Minimizing Fraud
Ø Time Management
Ø Work Descriptions