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FUNDAMENTALS OF HOSPITALITY INDUSTRY
Lecture 1.
The genesis of the hospitality industry.
1. The ancient period of development of hospitality
2. The medieval stage of history hotel industry
3. The formation of the modern type hotel industry into a new time
4. Russian Hotel Industry
5. Characteristic features of the current stage of development of hospitality
6. Potential prospects for the development of hotel industry in the future
Lecture 2-3
The peculiarity of hotel services, a system of classification.
1. Hotel as the principal element of the hospitality industry
2. Components of the hotel services
3. Determination and levels of the hotel product
4. Classification systems of hotels
5. Basic requirements in the European classification system for hotels
6. Professional classification system of hotels
7. The classification of hotel rooms.
Lecture 4.
Organizational structure and form of hotel management companies.
1. The organizational structure of management
2. Points and levels of government
3. A linear, functional organizational structure and staff management modern hotel
Lecture 5.
Basic service hotel.
1. Hotel Service Level 1 - Service booking, distribution, service, concierge, computational part, operation of hotels, security
2. Type in a modern hotel booking
3. The policy of reservation of hotel
4. Directions modernize staffing and job descriptions in a modern hotel
Lecture 6-7
Forms Management Contemporary hotel.
1. Office of the hotel under contract
2. The contents of the contract to manage the hotel
3. The forms of control in the management of the contract
4. Franchising in the hotel business
5. Franchise agreement, the duties of the franchisor and the franchisee on the franchise contract
6. Hotel chains and their variations on the modern hotel market
7. Lease the hotel as a form of management.
Lecture 8-9
The functions, methods and styles of management hotel industry.
1. Planning as a function of hotel management
2. The strategy of the hotel and its formation
3. SWOT analysis
4. Business - Planning for the hotel business
5. The organization as a function of the hotel manager
6. The motivation of the hotel
7. Modern theories of motivation
8. Monitoring and control methods of the staff in a modern business hotel
Lecture 10-11
Managing work in a modern hotel.
1. The Labor Process in the hotel
2. Managing labor costs
3. Standardization of the work
4. The distribution of jobs
5. Flexible working hours
6. Managerial work in hotel and restaurant
7. The division of labor and its management technical support
8. Culture managerial labor
Lecture 12-13
HR hotels.
1. Personnel Service hotel complex
2. Requirements for personnel services
3. Formation of labor
4. The power and personal influence in the workplace hotel
5. Planning Staff
6. Selection of personnel and labor markets
7. Personnel Assessment
8. Employment
9. Introduction to the post and the development of new specialty
10. Development and training
11. Staff turnover and techniques to combat it
Lecture 14
Quality of services a modern hotel.
1. The quality of services as an object of management
2. Relativity and methods for assessing the quality of services the hotel complex
3. Standardization and certification of quality hotel services
4. General Quality Management as a new concept of hotel management
Lecture 15-16
Managing care in the food the hotel complex.
1. Classification of food
2. Culture of Service in the food
3. Serving in the hotel rooms
4. Terms of feeding and care practices
5. Types of service
6. Service of banquets and events
7. Characteristics and types of menus
Lecture 17-18
Directions and prospects for automation of the hotel industry.
1. The need for automation of industrial processes in the modern hotels
2. The limits of the automation business hospitality
3. Software employment process at the hotel
4. «Port 2000»
5. ON-LINE booking rooms
6. A single database of hotel associations and hotel chains
Practice exersizes (PE)
PE 1
Analysis of the characteristics of the hotel market of the world.
The European model of hotel business - the Asian hotel industry - the American system of hospitality - hotel markets in Eastern Europe, CIS countries and Russia - Main hotel market trends and causes of their manifestations.
PE 2
Types of modern hotels.
Definition of accommodation - Hotel as the main type of accommodation - hotel services, its features and specifications - Parts of the hotel product - Typology of the modern hotels
PE 3
The functional purpose of the hotels.
Factors determining the hotel concept - Types of concepts of modern hotels - International hotel rules - International regulations governing the relationship of hotels and tour operators
PE 4
Classification systems of hotels.
The objectives of the hotel classification - Principles of classification of hotels - hotel classification systems - Corporate hotel classification system - the European (star) system of classification of the hotel industry - Requirements for the various categories of hotels (from 1 * to 5 *) according to European standards of service quality: the requirements for building , utility systems, equipment, interiors, sanitary equipment in the rooms, guests services offered, level of professionalism of service personnel
PE 5
Business game
«Prospects of development of hotel business in Rostov-on-Don»
PE 6
International rules for resolving conflicts between the users, operators and enterprises of the hotel industry.
Types of conflicts in the hotel business and the reasons for their appearance - Financial liability for breach of conditions of booking before the operator and a tourist (Frankfurt table) - The liability of the operator before hoteler - Rights and responsibilities of tenants - Methods of resolving disputes in the hotel business
PE 7
Catering and delivery of additional services at the hotel.
Companies catering hotel complex - methods of providing food and services to guests of hotel restaurant - Room service and its organization (rom-service) - Business, congress tourism, and especially of his organization - the Office of the staff of hotel