Hospitality - Les Roches International School of Hotel Management

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Hospitality - Les Roches International School of Hotel Management

Hospitality

A WORLD OF CAREER OPPORTUNITIES

2 nd Edition


CONTENTS

INTRODUCTION .......................................................................................... 4

INTERNSHIPS ........................................................................................... 7

Food and Beverage Intern ............................................................................. 9

Services Intern ........................................................................................... 11

Food and Beverage Intern ............................................................................ 13

Food and Beverage and Guest Services Intern ................................................ 15

Housekeeping Intern ................................................................................... 17

Business Analyst Intern ............................................................................... 19

Rooms Division Intern ................................................................................. 21

Spa Receptionist Intern .............................................................................. 23

ENTRY-LEVEL POSITIONS .......................................................................... 25

Management Trainee ................................................................................... 26

Group and Events Coordinator ...................................................................... 27

Front Office Supervisor ................................................................................ 28

Sales/Account Manager ............................................................................... 29

Spa Manager .............................................................................................. 30

Catering Manager ....................................................................................... 31

Restaurant Manager .................................................................................... 33

MIDDLE MANAGEMENT POSITIONS ............................................................ 35

Assistant General Manager .......................................................................... 36

Training Manager ........................................................................................ 37

Food and Beverage Manager ........................................................................ 38

Rooms Division Manager ............................................................................. 39

Cruise Director ........................................................................................... 40

Casino Manager .......................................................................................... 41

Revenue Manager ....................................................................................... 43

EXECUTIVE LEVEL POSITIONS ................................................................... 45

Vice President of Operations ........................................................................ 46

Marketing Director ...................................................................................... 47

Development Director .................................................................................. 49

Human Resources Director .......................................................................... 51

General Manager ........................................................................................ 53

WHAT’S NEXT? .......................................................................................... 56


INTRODUCTION

Do you enjoy working with people and

making them happy? Are you interested

in a career that offers challenge, variety

and advancement? Would you like the

opportunity to see the world while you

earn a very comfortable living? Then a

career in hospitality management could

offer you a high degree of professional

success and personal fulfillment.

Hospitality and tourism is one of the

world’s largest, most diverse and most

dynamic industries. It is vast, offering

a broad variety and an enormous

number of jobs across the globe. In

fact, according to the World Travel and

Tourism Council, hospitality and tourism

employs more than 235 million people

worldwide! And career prospects in the

industry remain strong. Year after year,

hospitality and tourism is among the

fastest-growing industries in the world.

One of the primary reasons the multibillion-dollar

hospitality industry is

so popular is the wide range of career

opportunities it offers across so many

different types of businesses and

organizations all around the world:

Hotels and resorts

• Restaurants and foodservice

• Cruise ships and airlines

• Theme parks and casinos

• Meeting and event planning

• Recreation and sports management

• Tourist destinations and attractions

With its size, strong track record of

growth and abundant employment

options, it is no wonder the hospitality

industry attracts such tremendous

interest from such large numbers of

students. And today the industry is more

fast-paced and competitive than ever.

So for those seeking to begin a career

as a hospitality professional, a higher

education in hospitality management is

essential.

But there are so many hospitality

careers available. How are you supposed

to determine which one is best for you?

How can you figure out what kind of

hospitality management to study?

That’s what this booklet is all about.

It will give you a brief overview of

hospitality management jobs at all levels

and an introduction to some of the skills

and responsibilities required. While job

classifications, scope, responsibilities

and level can vary from company

to company, the examples in the

following pages will give you a general

understanding of career development

opportunities.

After reading the overview in this

booklet, you’ll know more about how the

hospitality industry works. You’ll have a

better sense of which jobs seem right

for you. And you’ll probably be even

more excited about a future career in

hospitality!

4 INTRODUCTION

INTRODUCTION 5


Internships

While studying hospitality, students will have the opportunity to

experience actual hospitality careers by working as an intern. Having

firsthand, real-world exposure to a variety of different hospitality

functions is a great asset and is an invaluable first step in launching a

hospitality career. In hotels, internships are typically available in the

following departments:

• Food and Beverage

Kitchen, Restaurant Service, Room Service, Bar Operation,

Catering

• Rooms Division

Front Office, Reservations, Guest Relations, Concierge,

Housekeeping

• Spa and Health Clubs

Operations and Management

• Administrative and Corporate

Marketing, Human Resources, Business Development, Finance,

Accounting, Purchasing

INTERNShIPS 7


Shanghai, China

FOOD AND BEVERAGE INTERN

Emiel Van De Wiele

JW Marriott Hotel & Marriott

Executive Apartments

Shanghai, China

Nationality: Belgian

Student from Les Roches Jin Jiang

International Hotel Management College,

China

“Working in a hotel can be a demanding job, especially in China, however it is

better to endure the learning experience during your internship so that you are

better prepared for a ‘real’ job afterwards than to have to make the same mistakes

later. Working for Marriott has given me living proof that hospitality really offers

many international opportunities. For example, in the Food & Beverage department

alone, we work with various nationalities such as French, Austrian, German, Filipino,

myself as a Belgian and many people from all around China.”

INTERNShIPS 9


Loèche-les-Bains, Switzerland

SERVICES INTERN

Diana Minnigaleeva

Hotel Sources des Alpes

Loèche-les-Bains, Switzerland

Nationality: Russian

Student from Les Roches International School

of Hotel Management, Switzerland

“My first internship was in a five-star hotel in Loèche-Les-Bains, Switzerland.

Throughout my internship I was able to put into practice the skills I had learned

during my studies. The experience was profound and it helped me to further develop

my interpersonal and management skills.”

INTERNShIPS 11


London, England

FOOD AND BEVERAGE INTERN

Peter Lenhardt

The Landmark London

London, England

Nationality: German

Student from Les Roches-Gruyère University

of Applied Sciences, Switzerland

“I completed my first internship at The Landmark Hotel in London in the three Food

and Beverage outlets. My goal was to experience all the operational departments of a

typical 5-star hotel, therefore I worked as waiter, receptionist, chef and housekeeper

learning not only the processes and the technical basics, but more importantly

what it means to fulfil these duties. I also had the opportunity to work temporarily

as a restaurant supervisor, which allowed me to gain some initial management

experience. Furthermore, I worked in several departments of the prestigious German

hotel Bareiss. For my second internship, I’m pursuing opportunities with Ernst &

Young and McKinsey, where I will gain insights into the consulting field.”

INTERNShIPS 13


São Paulo, Brazil

FOOD AND BEVERAGE AND GUEST SERVICES INTERN

Kimber Takacs

InterContinental Hotel

São Paulo, Brazil

Nationality: American

Student from Les Roches International School

of Hotel Management, Switzerland

“I worked at the InterContinental Hotel in São Paulo, Brazil, where I learned all

about the Food and Beverage department of an establishment. Then I was part of the

opening team for InterContinental in Shanghai Puxi, China, where I gained a great

deal of experience in customer service, dealing with VIP guests and understanding

what it takes to open a 5-star hotel successfully. I’m planning to take part in another

hotel opening this year as part of Rooms Division management at the St. Regis

Hotel in Puerto Rico.”

INTERNShIPS 15


Milan, Italy

HOUSEKEEPING INTERN

David Servan-Schreiber

BVLGARI Hotel

Milan, Italy

Nationality: French

Student from Glion Institute of Higher

Education, Switzerland

“I was given the opportunity to do my internship in the BVLGARI hotel of Milan.

Spending six months as a housekeeping supervisor of a boutique hotel of this

category was the best professional experience I’ve ever had. Working there showed

me that it was possible to mix family atmosphere and hard work. The hotel always

encouraged me in developing new ways of working and own thinking. Through this I

was able to implement my own ideas in the hotel and every day work. Moreover, this

experience taught me a new language.”

INTERNShIPS 17


Johannesburg, South Africa

BUSINESS ANALYST INTERN

Raissa Hukai

Hospitality Consulting Company

Johannesburg, South Africa

Nationality: Brazilian

Student from Glion Institute of Higher

Education, Switzerland

“Studying hospitality in Switzerland was rewarding. I’ve acquired the skills and the

confidence to enter the international hospitality market. This is the greatest asset.

My first internship was in Florida, USA and my next one is in Johannesburg, where

I am a Business Analyst intern for a hospitality consulting company. This is a dream

job. I’m really excited!”

INTERNShIPS 19


Melbourne, Australia

ROOMS DIVISION INTERN

Jason Ze Bian

Hotel Windsor

Melbourne, Australia

Nationality: Chinese

Student from Blue Mountains International

Hotel Management School, Australia

“During my Rooms Division internship at the 5-star Hotel Windsor in Melbourne,

the management was very friendly and encouraged the staff to be creative and

innovative. My work as a room attendant was physically hard but I also experienced

responsibility as a supervisor and coordinator. I still keep in touch with the Assistant

Housekeeping Manager, who really talked to me as a friend about management style

and skills.”

INTERNShIPS 21


Lausanne, Switzerland

SPA RECEPTIONIST INTERN

Shahrzad Akbarzadeh

Beau-Rivage Palace

Lausanne, Switzerland

Nationality: Iranian

Student from Les Roches International School

of Hotel Management, Switzerland

“My internship at the international 5-star hotel the Beau-Rivage Palace in

Lausanne gave me a great opportunity to develop many service and communication

skills, which are very important in any hospitality organization. I firmly believe that

experiencing real industry chalenges in top hotels is a value that builds the base of

future success. Thanks to this experience I am also using my language skills much

more confidently.”

INTERNShIPS 23


Entry-Level Positions

After completing their degree and internships, recent graduates enter

the market at entry-level in a hotel or other hospitality organization. In

this first career stage, they often participate in management training

programs during which they learn the organization’s operational

procedures and performance expectations.

ENTRy-LEvEL POSITIONS 25


MANAGEMENT TRAINEE GROUP AND EVENTS COORDINATOR

A Management Trainee participates in an entry-level training program designed to

provide an introduction to the hospitality company and to put the trainee on a path

toward becoming a manager within the company.

Daily Life

Training programs are specially

designed for graduates who possess

significant abilities and enthusiasm for

the hospitality industry. Programs help

trainees to develop their managerial

skills and give them a full understanding

of the operational functions of each

department in a hotel or other hospitality

company. Depending on the program’s

scope, the management trainee

typically goes through both general and

cross training and often participates

as a junior team member working on

projects such as processes improvement

or profitability enhancement. Training

programs can vary from company to

company, but they usually last from 12

to 18 months.

26 ENTRy-LEvEL POSITIONS

Required Skills

• Bachelor degree in hospitality

management from a reputable school

• Strong affinity for and commitment

to the hotel industry

• Willingness to demonstrate initiative

and perform shift duties

• Language skills

• Strong market sense and results

orientation

• Excellent communication,

interpersonal and analytical skills

A Group and Events Coordinator assists the Sales Manager with corporate and social

events in a hotel. He ensures that meetings, conferences, wedding parties and other

events proceed smoothly by keeping in close contact with clients so that their needs

are always met.

Daily Life

The Group and Events Coordinator

makes sure that group events within the

hotel meet the hotel’s level of quality

standards. He is in charge of preparing

quotes, making follow-up calls with

prospective clients and holding

meetings with clients who are interested

in hosting an event. The coordinator

reports to the manager about any

conflicts and concerns regarding the

booking of a group function. Additionally,

coordinators follow through with client

requests and delegate responsibilities

to the event managers who actually run

the event.

Required Skills

• Strong communication skills, both

written and verbal

• Ability to keep a positive attitude

in an extremely fast-paced and

demanding work environment

• Language skills

• Associate degree or higher (ideally in

hospitality)

• Previous experience, familiar with

hotel environment

• Excellent organizational skills

ENTRy-LEvEL POSITIONS 27


FRONT OFFICE SUPERVISOR

A Front Office Supervisor leads and performs all front desk duties including checkins,

check-outs, reservations, guest phone messages and special requests. The

supervisor ensures that guests are experiencing a great stay. This position requires

diplomatic skills and the ability to deal with people from different cultures and

backgrounds.

Daily Life

The Front Office Supervisor ensures that

all front office and guest services team

members receive adequate training in

all Front Desk policies and procedures.

He assists the Front Office Manager in

motivating the team and participates in

the training and development of all Front

Office staff. The Front Office Supervisor

makes sure all arrivals are blocked and

evens out the house count. He checks

arrivals of VIP guests, is in charge of

possible upgrades and has the concierge

team deliver note cards to guestrooms

per hotel chain standards. He verifies

the accuracy of the cash drawers at the

beginning of the shift and supervises

the close-out of shift work and cash at

the end of the shift. The Front Office

28 ENTRy-LEvEL POSITIONS

Supervisor communicates all important

information to the following shift to

ensure a smooth transition through the

Front Desk logbook.

Required Skills

• Strong communication skills, both

written and verbal

• Ability to lead and motivate a team

• Associate degree or higher (ideally in

hospitality)

• Previous front office experience

• Language skills

SALES/ACCOUNT MANAGER

A Sales/Account Manager represents hotel chain properties for potential clients’

portfolios either in the corporate, leisure and/or MICE (Meetings, Incentives,

Conferences and Exhibitions) segments.

Daily Life

The Sales/Account Manager is responsible

for implementing the hotel’s marketing,

promotional and sales strategy in a

particular region and segment. The person

who has this position is often out of the

office, meeting with members of the

travel trade and visiting corporate clients

to promote the hotel(s). This is a very

independent, hands-on role requiring

an ability to strategize and implement

promotional activities, including road

shows, trade activities and consumer

initiatives. The Sales/Account Manager

needs to have the ability to increase sales

and revenue by developing relationships

and seeking new business opportunities.

Required Skills

• Previous experience in the hospitality

or travel industry (within the region)

and be very self-motivated

• Good customer relations

• Strong results orientation

• Negotiation skills

• Language skills

• Availability to travel

• Associate degree or higher (ideally in

hospitality or tourism)

ENTRy-LEvEL POSITIONS 29


SPA MANAGER

The Spa Manager oversees all departments, employees and financial performance

of the entire spa operation.

Daily Life

Develops policies for standard operating

procedures for the spa’s retail, massage,

esthetics, nail services and reception

departments. Hires, trains, schedules,

manages and reviews employees.

Conducts meetings with staff to ensure

all employees understand all aspects

of the spa’s operation. Creates revenue

projections and manages expenses

to maximize profitability. Coordinates

payroll adminstration. Establishes

inventory control procedures and

maintains relationships with suppliers

and providers. Oversees facilities upkeep

and maintainance, and ensures that all

equipment is in proper working order.

Develops marketing programs, brochures

and promotions. Monitors and ensures

customer satisfaction.

30 ENTRy-LEvEL POSITIONS

Required Skills

• Well developed leadership and

interpersonal abilities

• Excellent communication skills with

guests and employees

• Strong financial management

expertise

• Knowledge of fitness, health and

wellness

• Strong computer skills

• Fluent in spoken and written English

• Bachelor degree in hospitality

preferred

CATERING MANAGER

The Catering Manager is responsible for supervising the preparation and presentation

of food and beverages at business and social gatherings at hotels, restaurants,

conference centers and clubs.

Daily Life

Makes sales presentations with

prospective catering service clients.

Works with clients to plan, schedule

and execute banquets, weddings,

business meetings, trade shows,

parties and other events that meet the

clients’ budget requirements. Plans

menus, and develops and coordinates

the preparation and arrangement of

food and beverages for events. Trains

and supervises chefs, cooks, catering

assistants, house managers and wait

staff. Serves as the liaison with audiovisual

services, decorating partners and

other external vendors and suppliers

required by the event. Coordinates with

other hotel and facility departments and

staff to ensure a high level of service

and client satisfaction.

Required Skills

• Strong leadership and interpersonal

abilities

• Excellent written and verbal

communication skills

• Good project management and

organization skills

• Previous experience in F&B

• Ability to make effective personal

sales presentations

• Flexibility to work nights and

weekends

• Bachelor degree, preferably in

hospitality

ENTRy-LEvEL POSITIONS 31


Dubai, United Arab Emirates

RESTAURANT MANAGER

A Restaurant Manager is responsible for managing, directing and scheduling

restaurant activities and staff in the establishment.

Daily Life

The Restaurant Manager works with the

chef, deciding on recipes and planning

menus. He is in charge of planning

and balancing the budget, making

sure that everything is in order and

that the accounts balance. In larger

restaurants, a Restaurant Manager

often plans the marketing campaigns

and strategies necessary to meet sales

goals, which are set by the head office. A

Restaurant Manager needs the expertise

and patience to deal with customers.

Although some duties vary, many include

the organizing of stock, ordering food

supplies and equipment, inspection of

health and safety precautions and solving

employee or customer problems. The

Restaurant Manager often interviews,

Jaime Castañeda Calavia

Restaurant Manager

Seville’s Restaurant, Wafi Shopping Mall

Dubai, United Arab Emirates

Nationality: Spanish

Graduated from Les Roches International

School of Hotel Management Marbella, Spain

hires and supervises the training of

new staff members, organizes shifts,

promotes good teamwork, pays staff and

divides the tips.

Required Skills

• Ability to lead and motivate a team

• Previous food and beverage

experience

• Good interpersonal and guest

interaction skills

• Familiar with inventory controls

• Should be able to take total

responsibility of the restaurant

• Associate degree or higher (ideally in

hospitality or foodservice-related)

ENTRy-LEvEL POSITIONS 33


Middle Management Positions

After spending formative time in entry-level positions and

demonstrating professional proficiency, potential for growth and a

passion for the industry, employees are eligible to move into more

senior, middle management positions. In these roles, employees

acquire more responsibilities and begin to shape their hospitality

careers according to their interests and potential.

The examples on the following pages will give you a general

understanding of career development opportunities. The positions can

be considered middle management or executive positions depending

on hotel size, category and management style.

mIDDLE mANAgEmENT POSITIONS 35


ASSISTANT GENERAL MANAGER

An Assistant General Manager (AGM) helps the General Manager (GM) to oversee

and direct the hotel property’s entire operation, ensuring its optimum performance,

efficiency and profitability.

Daily Life

The AGM reports directly to the GM of

the hotel. His responsibilities include

managing daily hotel operations to achieve

planned goals for operational integrity as

measured by revenue and house profit,

while maintaining company standards for

guest satisfaction, associate satisfaction,

quality assurance and asset protection. The

AGM also supervises trains and motivates

the hotel team and performs administrative

duties. Daily challenges include planning,

assigning and directing work among the

hotel team and the AGM position requires

seniority and independence. He assumes the

management of the hotel in the absence of

the GM.

36 mIDDLE mANAgEmENT POSITIONS

Required Skills

• Previous experience working as a

supervisor in hotel operations (rooms

division and/or food and beverage)

• Excellent communication skills with

guests and employees

• Leadership skills

• Language skills

• Genuine affinity for providing guest

service

• Bachelor degree preferred (ideally in

hospitality)

• Ability to multitask in order to meet a

variety of deadlines

• Strong interpersonal skills

• Ability to work with minimal supervision

• Must be able to work a flexible schedule

as the hours for this management

position often vary

TRAINING MANAGER

The Training Manager plans, implements, coordinates and presents corporate

and related training programs to ensure that all employees understand all hotel

procedures and can fulfill their responsibilities to the hotel’s expectations.

Daily Life

The Training Manager reviews hotel training

programs and updates as necessary. He

analyzes current training needs for the hotel

departments and individuals and makes

recommendations as needed. The Training

Manager develops or researches training

programs for specific hotel needs. He also

tracks, inputs, maintains and audits all

individual employee training records of inhouse

programs, including department

orientation records for new hires. The

Training Manager oversees and monitors all

departmental training programs and plans

and conducts meetings with department

managers, trainers and employees to review

performance trends, develop action plans

and give recognition. He develops an annual

training calendar and compiles monthly and

quarterly reports on training activities.

Required Skills

• Knowledge of adult learning theory and the

essential elements of training

• Knowledge of effective training program

development

• Fluent English language with the ability

to relate to all levels of management and

employees in spoken and written form

• Ability to observe employees in the work

place, analyze operations and detect

issues of concern regarding employee

performance, grooming, training, policy

adherence and morale

• Knowledge of hotel operations (previous

hotel work experience a plus)

• Bachelor degree preferred (ideally in

hospitality)

mIDDLE mANAgEmENT POSITIONS 37


FOOD AND BEVERAGE MANAGER

The Food and Beverage (F&B) Manager is a key member of the senior management

team in a hotel, cruise ship or any other establishment that serves meals and drinks,

including restaurants, coffee shops, catering services and room service.

Daily Life

The F&B Manager is responsible for

both business and culinary operations.

He must have a thorough knowledge of

food preparation and a good sense for

creating and marketing menu offerings

that are appropriate and appealing

to local market preferences. He must

handle a wide range of managerial

functions, such as preparing operating

budgets, ordering food and equipment

and hiring and managing employees

at all levels. As a core management

team member, he works closely with

other department managers to optimize

financial performance and profitability.

38 mIDDLE mANAgEmENT POSITIONS

Required Skills

• Leadership skills

• Ability to manage a team

• Strong business and financial

management skills

• Effective employee management

• Previous experience as supervisor in

F&B

• Associate degree or higher (ideally in

hospitality or foodservice-related)

ROOMS DIVISION MANAGER

The Rooms Division Manager oversees the entire team of front desk, guest services

and housekeeping departments of a hotel. This manager reports to the General

Manager and plays an important role in ensuring a high level of guest service.

Daily Life

The Rooms Division Manager leads, controls

and supervises the Front Desk, Guest

Services and Housekeeping departments.

He works closely with reservations to assure

and maximize occupancy, rate and revenue

and he is also in charge of providing all

necessary forecasts. This is a key position

since the Rooms Division leadership will

directly impact the operational team’s

motivation and actions (e.g. front desk

agents, bell boys, housekeeper, concierge)

and this is the team that is actually

providing the service for the guests. The

Rooms Division Manager reports to the

Hotel General Manager.

Required Skills

• Well-developed leadership skills

• Ability to give clear, concise

instructions

• Proactive work style

• Ability to work well under pressure and

keep calm in difficult situations

• Previous experience as supervisor in

hospitality (front desk and/or guest

services)

• Bachelor degree preferred (ideally in

hospitality)

mIDDLE mANAgEmENT POSITIONS 39


CRUISE DIRECTOR

The Cruise Director is a senior management leader who is in charge of all shipboard

entertainment activities.

Daily Life

The Cruise Director’s responsibilities are both

significant and varied. He oversees all aspects

of all entertainment presentations, activities,

shows and special events, from planning and

conception through execution, in any venue

on board. He works with ship management

to ensure that all entertainment activities

integrate smoothly and cost-efficiently with

all shipboard departments, and to make

certain that their quality and implementation

contribute to the highest possible level of

guest enjoyment and satisfaction. To that

end, the Cruise Director is also a featured

participant in various entertainment

activities, as Master of Ceremonies, host and

often as an on-stage performer.

40 mIDDLE mANAgEmENT POSITIONS

Required Skills

• Professional entertainment experience

• Natural communication skills

• Master of Ceremonies and hosting

experience

• Willingness and ability to multi-task

• Financial management and managerial

experience

• Bachelor degree in hospitality preferred

CASINO MANAGER

The Casino Manager is responsible for planning, directing, coordinating and

controlling all the day-to-day operations in a casino.

Daily Life

Hires, trains, and schedules the activities of

casino personnel. Coordinates with supervisors,

surveillance officers and investigators to make

sure all games are run smoothly and fairly.

Ensures that the casino adheres to government

gaming laws and regulations. Measures the

profit and loss of all table games and slot

machines. Stays up to date on the nuances of

the gaming rules. Monitors changes within the

gaming industry and understands how they

may affect the casino’s profitability. Intercedes

with gamblers or guests who are upset or who

have been caught cheating. Makes sure that

guests’ needs are met and accommodates

high-profile customers.

Required Skills

• Strong leadership abilities

• Excellent communication and interpersonal

skills

• Good organization skills

• Genuine affinity for customer relations

• Ability to remain calm in tense situations

• Willingness to work long hours

• Bachelor degree, preferably in hospitality

mIDDLE mANAgEmENT POSITIONS 41


Monaco, France

REVENUE MANAGER

The Revenue Manager occupies a critically important hospitality management

function that has a tremendous impact on the profitability of a hotel chain, airline,

cruise line or car rental company.

Daily Life

The Revenue Manager determines the

ideal price for a unit of inventory (a hotel

room, airline seat, cruise ship berth

or rental car) that is most attractive

to consumers and most profitable for

the company. He uses disciplined

tactics to predict consumer behavior

by optimizing inventory availability and

pricing. The Revenue Manager works

closely with sales and marketing teams

to determine broad strategic financial

goals and devises tactical selling and

pricing strategies to meet those goals

and maximize profits. He also monitors

competitive marketplace activity and

factors affecting distribution channel

performance.

Tibor Fejes

Revenue Manager

Riviera Marriott La Porte de Monaco &

Courtyard by Marriott Toulouse Airport

Monaco, France

Nationality: Hungarian

Graduated from Glion Institute of Higher

Education, Switzerland

Required Skills

• Strategic thinking combined with

ability to implement strategy as tactics

• Strong organizational skills and ability

to perform under time pressure

• Previous experience working in

reservations (hotels, airlines, car

rentals)

• Leadership skills

• Bachelor degree preferred

• Language skills

mIDDLE mANAgEmENT POSITIONS 43


Executive Level Positions

The following pages show some of the most strategic and recognized

positions in the industry.

After a number of years in the industry (the time can vary from

employee to employee and situation to situation), middle managers

acquire the experience and track records that qualify them to move

into senior management. These executives provide the highest levels of

strategic leadership for a hospitality organization. The responsibilities

are significant and so are the rewards.

ExECUTIvE LEvEL POSITIONS 45


VICE PRESIDENT OF OPERATIONS

The Vice President (VP) of Operations is the senior management professional who

sets and manages the policies and procedures that ensure the entire organization

functions as designed and delivers strong financial performance for the company

and a high-quality experience for guests.

Daily Life

The Vice President of Operations could

lead a hotel chain or a cruise line fleet.

He maintains a broad-based, high-level

strategic understanding of all aspects

of the organization’s operation. He

works alongside the properties’ General

Managers to set financial goals and

then designs operation procedures to

help meet revenue targets. The VP of

Operations hires and leads hotel General

Managers to ensure they meet guest

service and satisfaction standards.

46 ExECUTIvE LEvEL POSITIONS

Required Skills

• Effective relationship-building with

employees at all levels, from laborers

to senior executives

• Strong leadership skills

• Well-developed organizational and

multitasking abilities

• Excellent written and verbal

communication skills

• Relevant experience in hospitality

(ideally as a General Manager)

• Bachelor degree or higher preferred

MARKETING DIRECTOR

The Marketing Director, sometimes called the Brand Manager, is a senior

management professional who is responsible for developing and executing all

marketing activities for a hotel chain region or other hospitality organizations.

Daily Life

The Marketing Director works closely with

the CEO and other senior executives to

determine the overall brand positioning

that reflects the organization’s values,

goals and objectives. He formulates

the strategic marketing plans and

manages his team which works

with advertising agencies and other

specialized communications firms to

create marketing communications. This

includes advertising, public relations,

email and Internet advertising, graphic

design, promotions, collateral materials,

sales tools and even signage.

Required Skills

• Excellent written and verbal

communication abilities

• Ability to manage projects and to lead

marketing staff members from project

kick-off to completion

• Good presentation skills to audiences

ranging from senior management to

sales teams and franchisees

Hospitality background

• Bachelor degree or higher preferred

ExECUTIvE LEvEL POSITIONS 47


Dubai, United Arab Emirates

DEVELOPMENT DIRECTOR

The Development Director manages the two most fundamental responsibilities in

corporate hotel management: the entire business and legal relationship between the

hotel chain and hotel investors, and ensuring that hotels comply with the chain’s

performance standards and expectations.

Daily Life

The Development Director within a hotel

chain is a senior management leader who is

responsible for a broad spectrum of critically

important high-level business activities.

The Development Director is the hotel chain’s

chief representative and acts as the primary

intermediary between the chain and potential

hotel owners and investors. He presents the

chain’s brand portfolio and the opportunities and

requirements for investment. The Development

Director conducts the critical viability analysis to

ensure that a business relationship between the

chain and the potential investor will be mutually

satisfactory and successful. He negotiates,

administers and finalizes legal contracts. The

Development Director leads the interaction

between the chain and the investor, whether

the investor wants to build a brand new hotel

or transition an existing hotel into the chain’s

Rani Gharbié

Development Director

InterContinental Hotels Group

Middle East & Africa

Nationality: Lebanese / Canadian

Graduated from Glion Institute of Higher

Education, Switzerland

network. He also handles contract renewals and

manages the ongoing relationship between the

hotel owner and the chain.

Required Skills

• Strong interpersonal communication

abilities

Hotel-related analytical and financial skills

• Effective in business presentations and

negotiations

Hospitality background

• Bachelor degree or higher preferred

(ideally in hospitality)

ExECUTIvE LEvEL POSITIONS 49


San Francisco, USA

HUMAN RESOURCES DIRECTOR

The Human Resources (HR) Director within any hospitality organization is a key

management specialist whose primary responsibility is the recruitment, training

and retention of qualified employees.

Daily Life

The HR Director maintains close

relationships with department leaders

to gain a thorough understanding of

both the technical qualifications and

the personal qualities desired of every

candidate for every position to be

staffed. He coordinates training and

support to ensure employees meet the

organization’s performance standards

and expectations. The HR Director

manages the employee benefits program

and creates and implements workplace

policies and procedures that enhance

employee productivity and satisfaction.

He contributes fundamentally to the

organization’s ability to provide a highquality

guest experience by hiring and

training high-quality employees.

Ann Morelli

Director of Human Resources

Palace Hotel

San Francisco, USA

Nationality: Swedish

Graduated from Les Roches International

School of Hotel Management, Switzerland

Required Skills

• Effective relationship-building with

employees at all levels, from laborers

to senior executives

• Strong organizational and

multitasking abilities

• Excellent written and verbal

communication skills

• Bachelor degree or higher preferred

(ideally in hospitality)

ExECUTIvE LEvEL POSITIONS 51


Denver, USA

GENERAL MANAGER

The General Manager (GM) is the chief executive and most visible leader of a

hotel property. He has ultimate responsibility for the day-to-day management of all

aspects of the hotel’s operation – all of its departments and all of its employees.

Daily Life

The GM develops strategic business

plans that define the hotel’s operational

and revenue goals. The GM manages

all hotel operations to maximize both

employee and financial performance.

He ensures that the hotel meets quality

standards for property appearance,

maintenance, amenities and personal

service that deliver the best guest

experience possible. The GM sets

performance goals for employees

and provides training, a supportive

work environment and constructive

assessments to help them grow and

contribute to the hotel’s success. He

plans, implements and measures the

effectiveness of hotel marketing and

promotional efforts.

Thierry Kennel

General Manager

Four Seasons Hotel

Denver, USA

Nationality: French / Canadian

Graduated from Les Roches International

School of Hotel Management, Switzerland

Required Skills

• Excellent leadership, personnel and

communication skills

• Effective business and operations

management abilities

• Strong financial management and

budget planning

• Relevant experience in hospitality

management positions

• Bachelor degree or higher preferred

(ideally in hospitality)

ExECUTIvE LEvEL POSITIONS 53


GENERAL MANAGER

54 ExECUTIvE LEvEL POSITIONS

Christian Tiden

General Manager

Vara-Bjertorp Golf Club & Castle

Kvanum, Sweden

Nationality: Swedish

Graduated from Blue Mountains International

Hotel Management School, Australia

Elsa Biscaut-Abascal

General Manager

Hidden Hotel

Paris, France

Nationality: Mexican

Graduated from Les Roches International

School of Hotel Management, Switzerland

Xavier Pech

General Manager

Hyatt Regency Hong Kong

Kowloon, Hong Kong

Nationality: French

Graduated from Glion Institute of Higher

Education, Switzerland

Elton Dalmedo

General Manager

Hotel Mirador de Adra

Almeria, Spain

Nationality: British

Graduated from Les Roches International

School of Hotel Management Marbella, Spain

ExECUTIvE LEvEL POSITIONS 55


WHAT’S NEXT?

If you’re excited about a career in hospitality, we strongly recommend that you

earn a degree in hospitality management. Your first step is to select an appropriate

university. Here are some key things to consider when looking at hospitality

management schools:

Accreditation & Recognition

• Is the school accredited by a well-known accrediting organization and/or

recognized by official authorities?

• What qualification level can the school deliver?

• Does the school award its own university degree?

Programs

• Does the school offer a wide choice of undergraduate, postgraduate and graduate

programs that meet the needs of the market?

Faculty

• Are the professors, teachers and instructors specialists in their field with relevant

international industry experience and qualifications?

International Student Body

• How many nationalities are represented on the campus?

• Is there any nationality that is over-represented by more than 25%?

Industry

• Do hiring managers consider the school to be among the top schools for a successful

career?

56 WhAT’S NExT?

Facilities

• Does the school invest in buildings on campus?

• Does the management continually invest in facility improvements?

Transfer

• Is it possible to transfer from one campus to another, especially internationally,

within the same program?

International Career Opportunities

• What is the average number of internship offers per student?

• What percentage of students receive a job offer before or upon graduation?

Alumni

• What percentage of alumni hold executive positions around the world?

• Are the alumni actively involved in adding value for current students and hiring

graduates from the school?

WhAT’S NExT? 57


AN INTERNATIONAL NETWORK

Laureate Hospitality Education, the leading hospitality management education

group manages 8 of the most reputed institutions in the world. Our unique and

global group of institutions is united by a passionate philosophy towards the

hospitality industry, combining an outstanding business education with practical

guidance and experience in the industry.

Switzerland

• Glion Institute of Higher Education

Les Roches International School of

Hotel Management

• LRG University of Applied Sciences

Spain

Les Roches International School of

Hotel Management

58 AN INTERNATIONAL NETWORk

China

Les Roches Jin Jiang International

Hotel Management College

USA

• Kendall College

Australia

• Blue Mountains International Hotel

Management School

• Australian International Hotel School

Glion & Bulle, Switzerland

www.glion.edu

Established in 1962, Glion Institute of

Higher Education is one of the world’s

leading providers of international hospitality

education and offers management-focused

programs in the fields of Hospitality,

Tourism, Event, Sport and Entertainment.

Undergraduate Programs

• Bachelor Degree (3.5 years) with

specializations in Hospitality or Event,

Sport and Entertainment (ESE)

• Diploma in Hotel and Restaurant

Operations (1.5 years)


Postgraduate Programs

• Postgraduate Diploma (1.5 years)

• Postgraduate Higher Diploma (2 years)

Master Programs

• MBA in International Hospitality &

Service Industries Management (1 year),

with Leadership or Marketing

• Master of Education in Hospitality

Organizational Training & Management

(1 year)

• Online MBA in International Hospitality

Management (approx. 2.5 years

depending on student’s availability)

Bluche, Switzerland

www.lesroches.edu

Founded in 1954 as an international

school and in 1979 as a hotel school, Les

Roches prepares international students for

a hospitality management career in the

service industry and offers transfer options

during studies to and from other Les Roches

Institutions and campuses.

Undergraduate Programs

Hotel Management Diploma (3 years)

• BBA in International Hotel Management

with pathways in Entrepreneurship,

Marketing, Finance, Hotel Design

and Project Management or Culinary

Business Management (4 years)

Postgraduate Programs

• Postgraduate Diploma in Hospitality

Administration (1.5 years)

• Postgraduate Higher Diploma in

Hospitality Management (2 years)

• Postgraduate Diploma in Business

Administration for Culinary Arts

Professionals (1 year)

Master Programs

• MBA in Hospitality with pathways in

Finance or Marketing (1 year)

AN INTERNATIONAL NETWORk 59


Bulle & Bluche, Switzerland Marbella, Spain

www.lrguas.ch www.lesroches.es

LRG is a new University of Applied Sciences

that has received official authorization from

the Swiss Government in July 2008. It

offers a Bachelor of Science that meets the

Swiss and European standards.

Undergraduate Programs

• Bachelor of Science in Hospitality

Management (4 years) with

specializations in:

- International Hospitality Management

- Food, Beverage & Operations

Management

Master Programs

• Master of Advanced Studies in

Hospitality Management (1 year)

60 AN INTERNATIONAL NETWORk

Founded in 1995, Les Roches Marbella

offers a truly unique learning experience

based on the tradition of Swiss hospitality.

It offers the same quality hospitality

management programs as in Les Roches

in Switzerland, and a strong link with the

hospitality and golf industries.

Undergraduate Programs

Hotel Management Diploma (3 years)

• BBA in Hospitality (4 years) with

pathways in:

- Event Management & Convention and

Trade Fair Planning

- Timeshare, Spa Resort Hotels & Golf

Club Management

Postgraduate Programs

• Postgraduate Diploma (1 year) in:

- Hospitality Management

- Golf Management

Chicago, USA

www.kendall.edu

Kendall College, founded in 1934, is a

leading higher education institution of

culinary arts and hospitality management.

Students have unique opportunities to

transfer to Europe and Asia during their

program.

Undergraduate Programs

• Bachelor of Arts (3.5 years) in:

- Hotel Management

- Food & Beverage Management

- Meeting & Convention Management

• Associate Degree in Culinary Arts

(1 to 2 years depending on previous

background)

Shanghai, China

www.lrjj.cn

Founded in 2004, LRJJ is a joint-venture

between two leaders in their field - Les

Roches International School of Hotel

Management, and Jin Jiang International

Hotels, the largest hotel company in China.

It offers programs to international students

that prepare them to complete their degree

in Europe or Australia.

Undergraduate Programs

• LRJJ International Diploma in Hotel

Management (2.5 years)

• LRJJ International Certificate in Hotel

Management (1.5 years)

Hospitality Preparatory Program

(9 weeks per level)

Postgraduate Programs

• LRJJ Postgraduate Diploma in

International Hotel Management

(1.5 years)

• LRJJ Postgraduate Certificate in

International Hotel Management (1 year)

• LRJJ Professional Development Diploma

in International Hotel Management

(1.5 years)

• LRJJ Professional Development

Certificate in International Hotel

Management (1 year)

AN INTERNATIONAL NETWORk 61


Leura, Australia Canberra, Australia

www.bluemountains.edu.au www.aihs.edu.au

Ever since the school was founded in

1991, Blue Mountains has delivered its

unique approach to hospitality and tourism

management education to more than 3,000

graduates with the majority moving into

senior management roles within six years of

graduation.

Undergraduate Programs

• Diploma of Business (1 year)

• Associate Degree of Business (2 years)

• Bachelor of Business (2.5 years)

The above programs are specialized in

International Hotel & Resort Management

62 AN INTERNATIONAL NETWORk

Founded in 1995, AIHS operates the Hotel

Kurrajong. As a result, students gain valuable

industry experience within a commercial

hotel that enjoys a strong client base of

national and international business guests.

Undergraduate Programs

• Diploma of Business (1 year)

• Associate Degree of Business (2 years)

• Bachelor of Business (2.5 years)

The above programs have 2 specializations:

- International Hotel Management or

- International Event Management

Postgraduate Programs

• Graduate Certificate of Hotel

Management (1 year)

• Graduate Diploma of Hotel Management

(1.5 years)

Master Programs

• Master of Hotel Management (1.8 years)

We invite you to contact us for further information about careers in the dynamic hospitality

industry.

We look forward to talking with you more about Laureate Hospitality Education institutions

and our specific programs. Speak to your educational counselor or contact:

info@LaureateHospitality.com / T: +41 (0) 21 989 26 00

You can also discover more about us by visiting our website:

www.LaureateHospitality.com

AN INTERNATIONAL NETWORk 63


Copyrights:

Beau-Rivage Palace Lausanne, Switzerland

Four Seasons Hotels and Resorts

Glion Management Services

InterContinental Hotel Group

Mandarin Oriental

Marriott International, Inc

OH!

The Leading Hotels of the World

The Ritz Carlton

Régis Colombo – www.diapo.ch

Sources des Alpes


HJD01/R01/03.11/10k

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