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Lecture 2

HOSF1095 Lecture Notes - Lecture 2: Human Resources, Job Performance

5 pages119 viewsWinter 2013

Department
Hospitality
Course Code
HOSF1095
Professor
Adam Fikis
Lecture
2

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Front Office Operations
Adam Fikis Week # 2
1. What is a Hotel’s Mission?
Mission statement: define the unique purpose that sets one hotel or hotel
company apart from others.
A hotel’s mission statement often addresses the interests of its three main
constituent groups: guests, management, and employees.
1) A hotel’s mission statement can address the basic needs and
expectations of the hotel’s guests.
2) A hotel’s mission statement can reflect its management philosophy
type.
3) The mission statement can help the hotel’s employee meet or exceed
both guest and management expectations.
Example:
“Turning moments into memories for our guests”
--- Fairmont Hotels & Resorts
2. What are Hotel Goals?
Goals are those activities and standards an organization must successfully
perform or achieve to effectively carry out its mission.
A goal is more specific than a mission; it requires a certain level of
achievement that can be observed and measured.
3. What are Hotel Strategies?
Strategies: the methods a department or division uses to achieve its goals.
Tactics further define how goals will be achieved. They are the day-to-day
operating procedures that implement successful strategies.
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4. What are Departments?
Departments: groups of workers in a hotel who all perform similar jobs.
One method involves classifying an operating division or department as
either a revenue center or support center.
Food & Beverage = Outlets + Banquets
Outlets: Restaurants, Cafes, Bars, Room Service, Mini Bar
Banquets: Meetings, Events(weddings, parties)
Revenue Centers
Front office
Food and beverage outlets
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