Education & Research

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Planning a Career

We all have several motives for going to work. We work to live—to provide food, clothing,
and shelter. Psychologists and sociologists tell us, however, that our work also
provides a sense of who we are and binds us to the community in which we live. The
ancient Greeks, who had slaves to perform. menial tasks, saw work as a curse. Their
Hebrew contemporaries saw it as punishment. Early Christians, too, saw work for profit
as offensive. By the time of the Middle Ages, however, people began to accept work


When you go to work, regardless of the position you take, you can learn a good deal through careful observation. Look first at how the operation is organized. More specifically, look at both its managerial organization and its physical organization. Managerial Organization. Who is the boss? Who reports to (or works directly with) him or her? Is the work divided into definite departments or sections? Is one person responsible for each department? To whom do the department staff members report?

Getting a job at a hotel

Hospitality jobs can be obtained from several sources. For example, your college may maintain a placement office. Many hospitality management programs receive direct requests for part-time help. Some programs maintain a job bulletin board or file, and some even work with industry to provide internships. There are numerous Web sites devoted to matching employers and job seekers, such as The help-wanted pages of your newspaper also may offer leads, as may your local employment service office.

The Outlook for Hospitality

Over the past two generations, the hospitality industry has evolved to accommodate
explosive growth, radically changing consumer demand, and a substantially
different social and economic environment. We will examine some of the basic forces
driving these changes in Chapter 2. The following brief summary points will alert you to
some of the key trends discussed in the balance of this text. We can begin with trends
closest to the industry and move outward to broader societal developments. Also, no hospitality


Hospitality companies are grouping themselves, to a very large extent, either as limited-
service organizations or as service-intensive operations. In lodging, although there
are price point divisions—budget, economy, midscale, upscale, and upper upscale—
the most basic division is between limited-service and full-service properties. In later
chapters, we will be concerned with the possibility of overbuilding and future excess
capacity in all but the luxury and extended-stay segments of lodging.

The Outlook for Hospitality(2)

One of the major reasons that hotels, restaurants, and other hospitality organizations are
increasingly targeting specific market segments is that in most markets, there is more than
enough capacity to go around. Competition is likely to be even tougher in the years
ahead. In food service, operators are adapting their operations by opening new restaurants
and bringing them closer to the customer, that is, making them more convenient.
They are also creating smaller prototypes. Lodging capacity, as we have already noted,

The Outlook for Hospitality Summary

As we have seen, the hospitality industry includes hotels and restaurants, as well
as many other types of institutions that offer shelter and/or food (and entertainment,
etc.) to people away from home. A manager in the hospitality industry, therefore,
must keep in mind the following three objectives: (1) making the guest welcome
personally, (2) making things work for the guest, and (3) making sure that the operation will continue to provide service and meet its budget.
We mentioned the many reasons for studying in a hospitality management or culinary

Hotel General Managers:An introduction

In most companies, someone who has attained
the title of general manager (GM) or
something similar heads the organization.
Most of us in the hotel field consider this job
the acme of one’s career. In many hotel companies,
the job serves as the springboard to
corporate jobs or larger and more prestigious
In previous editions of this book, I noted
how surprising it is that so little has been written
about hotel general managers. Little
structured attention was paid to the development
of their careers and the skills and

Baldrige award

The Malcolm Baldrige National Quality Award
is an internationally-recognized prize given by
the United States Commerce Department to
businesses in manufacturing, services, small businesses,
education, and health care for excellence
in quality. The Baldridge Award is highly prestigious.
Applicants are subjected to rigorous
review of their performance in areas such as
leadership, strategic planning, customer and
market focus, information and analysis, human
resources management, process management,
and the business’s results.

The Manager’s Role in the Hospitality Industry

As a successful manager in the hospitality industry, you must exhibit many skills
and command much specialized knowledge, all directed at achieving a variety
of management objectives. The manager’s role is wide and varied. Let’s now
discuss three general kinds of hospitality objectives with which management must be
1. A manager wants to make the guest feel welcome. This requires both a friendly
manner on your part toward the guest and an atmosphere of “liberality and good
will” among the people who work with you in serving the guest. That almost always