1. Key Players in Hospitality Operations
Hospitality Chapter 3
Key Players in Hospitality Operations

2. Alain Ducasse
Owns restaurants in France, Great Britain, Monaco, and the U.S.
New York Restaurant located in the Essex House luxury hotel
Meal for 4 may be over $1000

3. In June 2000, Alain Ducasse, the internationally renowned chef of two Michelin three star restaurants in Paris and Monte-Carlo, opened his first American fine dining restaurant, Alain Ducasse at the Essex House. Since its opening, the restaurant received The New York Times 4-star review, Mobil Guide’s 5-star Award and the AAA 5-Star Diamond Award.

4. Human Resources Hospitality marketing is about PEOPLE
The customers are important but the EMPLOYEES are the lifeblood of the industry

5. (HR) HUMAN RESOURCES DEPARTMENT
Hires and fires employees
Recruiting
Interviewing
Training
Staff Development
Compensation
Benefits
Supervision
Employee evaluation
Separation

6. RECRUITMENT Finding Potential Employees Advertising in newspapers
Advertising on the Internet
Attending college job fairs
Advertising on radio/tv

7. HIRING
Checking References
Interviews
Placements Tests
Drug Testing

8. ORIENTATION/TRAINING
Receive overview of the job
Learn procedures
Learn policies
Learn philosophies
Basic skills
Learn the “ropes”

9. COMPENSATION Salary Benefits Renumeration: fair payment for work
Health insurance (medical, dental, vision, disability)
Retirement
Stock options
Profit sharing
Savings Plans

10. EMPLOYEE RECOGNITION PROGRAMS
Tangible rewards (Some $ value)
Gift baskets
Amusements park passes
Movie tickets
Gift certificates
Company meals
Hotel accommodations
Intangible rewards (Positive morale)
Award pins
Congratulatory notes or news articles, certificates, plaques, trophies

11. FRONT OF THE HOUSE
Include operations areas which the general public has access, most experiences are here
Guest rooms
Meeting Rooms
Public restrooms
Gift shop
Pool
Restaurants on the property

12. FRONT OF THE HOUSE Front Desk Employees
Register guests, accepts payment, check-outs
Communicate with guests during stay
Determines reservations: agreement to hold a room
Determines walk-ins: customers that do not have reservations
Upselling: informing guests of better accommodations for just a little more money

13. GUEST FOLIO Summary of all fees charged to a room during the stay
Should be reviewed by the front desk and the guest

14. FOOD & BEVERAGE Major part of the Front-of-the-House
Provides guests places to eat and drink
Provides banquets
Provides meeting rooms, coffee shops
Provides cocktail lounges
Provides pool-side snack bars
Room service

15. RESTAURANT EMPLOYEES
Maitre d’ hotel: French for “Master”, or manager of reservations, seating, complaints
Cashier: accepts payment from guests
Wait staff: servers, the main connection between the customer and the cook
Bus staff: assists waitpersons serving, cleaning tables, refills, re-setting table

16. TYPES OF MENUS Short Order: prepared quickly
A la carte: French for “by the bill” lists prices for separate items
Table d’ hote: French for “table of the host”, fixed prices for meals, usually banquets-appetizer, salad, entrée, desert
Menus du jour: French for meal “of the day”, different meal each day

17. RESTAURANT SERVICE STYLES
American: places food on the plate in kitchen, then brings it to the table
English: has large serving dishes that remain on the table, plates filled by host, also known as “family style”
French: elaborate, has several waitpersons or table captains, food served from chafing dish or rolling cart
Russian: food dished into serving dishes in the kitchen then served by one waitperson at the table

18. BACK-OF-THE-HOUSE
Vital departments not usually seen or frequented by guests
Department such as: human resources, management, accounting, reservations, operations, housekeeping, banquet operations, mechanical

19. Guest judge a hotel by cleanliness and attitudes of staff
HOUSEKEEPING
Mainly responsible for the daily cleaning and care of rooms, front desk, lobby, restaurants, banquet rooms, meeting rooms, restrooms and other offices
Guest judge a hotel by cleanliness and attitudes of staff

20. EXECUTIVE HOUSEKEEPER
In charge of planning and coordinating the activities of the housekeeping department
Orders and stores supplies
Maintains lost and found
Reports guest room status (conditions)
Part of management

21. ROOM STATUS REPORT Made by the night auditor
Given to the Executive Housekeeper each morning
Shows:
C/O-check out, guest has checked out
S/O-Stayover, guest is staying another day
V/R-Vacant ready, room is clean and ready
OOO-Out of Order, room not available

22. ENGINEERING DEPARTMENT
Takes care of mechanical equipment
(heat/air, electrical, plumbing, refrigeration)
Takes care of physical upkeep of buildings
Takes care hotel grounds (flowers/trees, landscaping)

23. KITCHEN Where food is prepared
Executive Chef: responsible for training and managing the kitchen staff and operations
Supervises kitchen staff and general food production