Hospitality Management
Defining and Observing Hospitality Management
Defining Hospitality Management
The hospitality industry incorporates a broad range of different types of business, all of which have a common characteristics; providing some type of service which has a focus on the services where the provision of hospitality is a central element of the that service, and is a sub-category within the service sector. The industry includes hotels and lodgings, cruise ship companies, restaurants, theme parks and the other fields which may be incorporated in the tourism industry. The Oxford English Dictionary (2013) defines manangment as "the process of dealing with or controlling things or people." Mintzberg (et al., 2011), states that management has four functions; planning, organizing, leading and controlling. Bringing these together, hospitality management refers to the role undertaken by mangers in the hospitability industry; it also refers to the study of the hospitality industry, incorporating all theories, tasks and processes associated with planning, organizing, leading and controlling in that industry (MBA Brief, 2013).
This means hospitality management may include many of the traditional classification of management, including customer services management, human resource management, operations management etc. (Mullins and Dossor, 2013). Within the hospitality industry leader managed in order to provide the customer/guests that are using the services with the experience that they expect, and the many organizations there is a desire to go beyond expected experience in order to exceed expectations and create delight (Kotler and Keller, 2011).
A Hospitality Experience
Coming into contact with a hospitality organization facilitates the ability to gain experience. That experience can be reviewed in order to identify the different elements of hospitality that were present. The Disney Corporation is a diverse company, including entertainment and hospitality divisions. Walt Disney World in Florida is perhaps one of the most well-known theme parks, but it is not merely a theme park, it is a holiday resort with many elements of the hospitality industry present.
An experience that Walt Disney World in Florida may be a fifth day trip, experiencing the theme parks, but for each year literally millions of people will have an entire vacation experience, staying at the hotels, experiencing the accommodation, restaurants and transportation that support the theme park, as well as the operations within the theme park. I
A Walt Disney World vacation experience will not start on arrival at the resort, but before this, with the planning and the booking. One only has to look at the Internet, and forums such as www.disboards.com, where people spend many hours weeks, months, sometimes years, planning their Walt Disney world vacation. The experience provided by the company may be argued as starting with the booking process. The company provides a number of options for making a booking, vacations may be booked online directory the organization, without the need to talk to any individual. However, many individuals will prepared to talk to somebody when planning a holiday, which is why the company also offers a telephone booking service, as well as deal with a large amount of travel agents.
Personal experience may start with booking on the telephone, which is provided on a toll-free number. Booking the vacation on the telephone direct with a Walt Disney World employee is designed to be an easy process; full details are taken regarding the trip, from the dates through to the accommodation required. However, it is not simply an order placing process, a number of suggestions are also made which may enhance the state, some of the suggestions may be argued as a revenue generation strategy, increasing the amount spent, but other suggestions and advice given were not revenue generators, but designed to enhance individuals experience and improve the guests' experience. Following the advice given on the telephone, after thinking about the vacation and planning which parts to visit on which day, I used the dedicated telephone number for making dining reservations to call and make several bookings for restaurants on different days. It is notable, the advice I was given on the phone regarding making bookings proved to be very good, as many of the restaurants I had chosen were fully booked on the days I ate there.
The experience of the vacation started when arriving at the hotel. Staying at one of the on-site Disney hotels; Pop Century, I believe there would be immersed in the Disney...
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WORKPLACE LEARNING AND MANAGER'S PERFORMANCE IN THE HOSPITALITY INDUSTRY Relationship between Workplace Learning and Managers' Performance in the Hospitality Industry Relationship between Workplace Learning and Managers' Performance in the Hospitality Industry Manager's Role as a Leader Workplace Learning Why is Workplace Learning Important The 'ideal' Workplace Learning Situation Methods of Workplace Learning Hospitality Industry Supports and Values Training and Learning Management Skills in Workplace Learning Manager's Role in the Hospitality Industry Optimize Communication between Managers and Employees Effective Managers in Hospitality
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