Your Career in Hospitality Hotel Management Hospitality Services

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Your Career in Hospitality Hotel Management Hospitality Services R. Mc. Cann 1

Your Career in Hospitality Hotel Management Hospitality Services R. Mc. Cann 1

How long ‘til I retire? Most individuals work an average of 43 yrs before

How long ‘til I retire? Most individuals work an average of 43 yrs before retiring! 22 + 43 = 65 yr. old Be PREPARED!! 2

Word Wall • Ethics – morals , guiding principles • Good Work Ethic –

Word Wall • Ethics – morals , guiding principles • Good Work Ethic – honest and hardworking for your pay, have pride in your work • Integrity – honest w/strong morals, doing the right thing • Positive attitude – happy, confident • Professionalism – show respect & do your work • Skills – ability that comes from training & practice 3

 • Work Excellence means performing your job extremely well, with skills. • You

• Work Excellence means performing your job extremely well, with skills. • You need both a good work ethic and work excellence to succeed at work. – If you have a great work ethic but are incompetent…. . – If you are incredibly productive but steal from your employer …… 4

Question You have recently opened your own business and are in the process of

Question You have recently opened your own business and are in the process of hiring twenty new employees. What workplace ethics are important to you and the success of your business? List your top 5, then rank from #1 important to #5 5

2 nd Question You have recently opened your own business and are in the

2 nd Question You have recently opened your own business and are in the process of hiring twenty new employees. What workplace skills are important to you and the success of your business? List your top 5; then rank them from #1 important to # 5 6

Discussion Compare your two lists with the lists of your neighbors, add their good

Discussion Compare your two lists with the lists of your neighbors, add their good ideas to your list. As a class let us create a top 10 list for both ethics and skills. Now lets rank them # 1 - # 10 7

Work Place Ethics Quiz • At this time number a piece of paper 1

Work Place Ethics Quiz • At this time number a piece of paper 1 – 15. • You will answer the following questions with – A for always – S for sometimes – N for never 8

Scoring Your Quiz Give yourself 2 points for each answer marked with A and

Scoring Your Quiz Give yourself 2 points for each answer marked with A and one point for each answer marked with S. Add up your total points. If you scored 25 or more, you have good workplace ethics If you scored 20 – 24, you have workplace potential; If you scored 15 – 19, you have a good start If you scored 18 or less you need to work on your workplace ethics 9

Required Foundation Skills The U. S. Dept. of Labor has identified these three critical

Required Foundation Skills The U. S. Dept. of Labor has identified these three critical skill areas for job seekers entering the work place: Basic skills Thinking skills Personal Qualities 10

Basic Skills • • • Reading Writing Mathematics Speaking Listening 11

Basic Skills • • • Reading Writing Mathematics Speaking Listening 11

Thinking Skills • • • Creativity Decision making Problem solving Reasoning Learning 12

Thinking Skills • • • Creativity Decision making Problem solving Reasoning Learning 12

Personal Qualities • • Responsibility *Organized Self Esteem *Tolerant/patient Self-management *Decision Maker Social poise/confidence

Personal Qualities • • Responsibility *Organized Self Esteem *Tolerant/patient Self-management *Decision Maker Social poise/confidence Integrity Team player Enthusiasm/Motivation Honesty 13

Workplace Competencies Skills that workers need to be successful on the job. Not every

Workplace Competencies Skills that workers need to be successful on the job. Not every worker needs every competency but every business must have every competency covered. 14

Hospitality Industry Workplace Competencies • Guest service skills • Communication skills – listening, speaking,

Hospitality Industry Workplace Competencies • Guest service skills • Communication skills – listening, speaking, telephone, reading, writing, non-verbal communication • Sales skills • Technical skills • Strong work ethic/leadership/maturity • Time Management • Pleasing personal appearance 15

Hospitality Etiquette “We are ladies and gentlemen serving ladies and gentlemen” What we say.

Hospitality Etiquette “We are ladies and gentlemen serving ladies and gentlemen” What we say. . . The words we speak Eliminate slang Learn guests names Avoid unnecessary chit chat around guests 16

Appropriate comments “Good Morning, sir, how are you today? How may I help you?

Appropriate comments “Good Morning, sir, how are you today? How may I help you? ” Never end a conversation with a guest by saying “You are welcome” always end with “Thank you” they are spending their money at your hotel. “Mr. Jones, I apologize that you experience a problem with _____ and I will make sure my manager is aware so the problem can be addressed. I do hope you enjoyed the other services of the hotel. ” 17

Forbidden Phrases • • • “We can’t do that. ” “I don’t know” “You’ll

Forbidden Phrases • • • “We can’t do that. ” “I don’t know” “You’ll have to” “Hang on a second, Ill be right back” “No” 18

Hospitality Industry Advantages • World-wide opportunities • College degree is not needed to advance

Hospitality Industry Advantages • World-wide opportunities • College degree is not needed to advance • Promotions and salary are based on your work and competency • Training opportunities abound • Perks- free or discounted meals, travel, accommodations • Everyday is new and different! • People oriented! • Flexible schedules 19

Hospitality Industry Disadvantages • The industry can be very demanding & stressful • 24/7/365

Hospitality Industry Disadvantages • The industry can be very demanding & stressful • 24/7/365 • Employees work while others play! LOL • Sometimes the hours are long and the shifts vary • Relocation might be necessary 20

What Really Matters? • • Ability to communicate appropriately Positive attitude, poise, confidence Assertiveness,

What Really Matters? • • Ability to communicate appropriately Positive attitude, poise, confidence Assertiveness, enthusiasm Successful work history (paid or unpaid) Professional appearance Educational qualifications A team player, organized, diplomatic “eye on the bottom line”, high standards 21

Triple Twos! Use this time to reflect on your life. As you begin your

Triple Twos! Use this time to reflect on your life. As you begin your search for a job/career, create a list using the format below: – 2 things you should stop doing – 2 things you should start doing – 2 things you should keep on doing 22

E-mail the Teacher You are to compose and send an email to: Risa. mccann@humble.

E-mail the Teacher You are to compose and send an email to: Risa. mccann@humble. k 12. tx. us • The subject line should be something related to this unit of study or job seeking • There should be a formal greeting and closure • The body should contain a minimum of 5 complete sentences or thoughts you have learned during this course that will help your get your Hotel Job. 23

Steps to Getting a Job 1. 2. 3. 4. 5. 6. Research Compile a

Steps to Getting a Job 1. 2. 3. 4. 5. 6. Research Compile a Portfolio Draft a Resume Apply for jobs Interview Follow-up 24

Research the Market • • • Newspaper ads Trade publications Referral services Face-to-face contact

Research the Market • • • Newspaper ads Trade publications Referral services Face-to-face contact Networking 25

Research the Market-the Internet Hospitalty. Net 360 Hcareers Monster Google+ Careerbuilder Snagajob. com Indeed

Research the Market-the Internet Hospitalty. Net 360 Hcareers Monster Google+ Careerbuilder Snagajob. com Indeed www. tweetmyjobs. com Simplyhired Facebook Linked. In Juju 26

Compile a Portfolio** • You should begin to collect Portfolio items during high school

Compile a Portfolio** • You should begin to collect Portfolio items during high school and continue throughout your career. • It contains: letters of reference, examples of your work/projects, a resume, a list of your work history, certificates, awards, evaluations, your grades/attendance records 27

Clean Up Your Web Presence 94% of Human Resources Dept. s and Recruiters search

Clean Up Your Web Presence 94% of Human Resources Dept. s and Recruiters search social networks Recruiters react negatively when: – 47% of see pictures of alcohol consumption – 51% references to guns – 61% spelling and grammar errors – 65% reacted poorly to profanity 28

Resume & Cover Letter • Resume explains what job you are seeking and your

Resume & Cover Letter • Resume explains what job you are seeking and your qualifications • Cover Letter explains why you want a particular job with a particular company/business 29

The Resume** • A brief summary of personal information, skills, work experience, education, activities,

The Resume** • A brief summary of personal information, skills, work experience, education, activities, interests, and goals • Introduces the job seeker to the potential employer • It may be the first impression an employer has of an applicant 30

Building a Resume • • • Contact information Objective Skills summary Work experience Educational

Building a Resume • • • Contact information Objective Skills summary Work experience Educational summary Other relevant information 31

Job Applications • Complete each section of the application legibly, neatly and carefully •

Job Applications • Complete each section of the application legibly, neatly and carefully • Be prepared to submit copies of your legal documents: birth certificate, proof of age, proof of citizenship, copy of educational records 32

Job Application At this time you are to complete the application provided. • Employment

Job Application At this time you are to complete the application provided. • Employment desired section – state the Hotel Industry Job you selected 33

Elevator Speech • A brief summary that you use to quickly describe yourself when

Elevator Speech • A brief summary that you use to quickly describe yourself when you meet someone who could potentially become an important person in your life. • The length of an elevator ride, 30 seconds to 2 minutes • Creates and Impact, leaves an impression 34

Create Your Elevator Speech • Write a brief Elevator Speech by answering the following

Create Your Elevator Speech • Write a brief Elevator Speech by answering the following questions in any order • What do you do? • What do you plan to do? • What are your passions? • What is your greatest asset? • What does your future look like? • What do you have to personally offer? 35

Interview Six types of interviews 1. Informational interview 2. Mock interview 3. Telephone/Skype interview

Interview Six types of interviews 1. Informational interview 2. Mock interview 3. Telephone/Skype interview 4. Group interview 5. Panel interview 6. Traditional interview 7. Behavior Based Interviews 36

Mock Interview • Usually held at Career Services office of universities or employment agencies

Mock Interview • Usually held at Career Services office of universities or employment agencies • Usually recorded so you can see how you look and actual in an interview • Provides valuable feedback to improve your interview skills 37

Phone Interview • Smile! It alters the tone of your voice • Stand up!

Phone Interview • Smile! It alters the tone of your voice • Stand up! You will sound more energetic and Confident • Speak slow and speak confidently • Use the interviewers name • Do not ramble • Say thank you! 38

SKYPE Interviews • Before the call charge your phone battery • Eliminate background noise,

SKYPE Interviews • Before the call charge your phone battery • Eliminate background noise, extra people, pets • Turn off “Call waiting” • Print a copy of your resume for during the interview • Compile a list of your strengths and weaknesses to refer to during the interview • Keep a pen and paper for notetaking 39

Behavior Based Interview • Applicant is asked to describe specific situations where they exhibited

Behavior Based Interview • Applicant is asked to describe specific situations where they exhibited a specific behavior. • Ex. “tell me about a time when…” • Derive examples from coursework, group projects, work experiences, internships/coops, student organization activities 40

Behavior Based Questions • Tell me about a situation where you worked on a

Behavior Based Questions • Tell me about a situation where you worked on a project as a part of team, what were the results? • Give an example of when you have gone above and beyond to get a job done • Describe a time when you came up with an innovation solution • Describe a time when something you were involved in did not turn out as you planned 41

S. T. A. R. • • STAR, Situation, Task, Action and Result Describe a

S. T. A. R. • • STAR, Situation, Task, Action and Result Describe a specific SITUATION or event What major TASKS were you responsible for? Describe ACTIONS you took Describe the outcome of your actions, the RESULTS, describe what you accomplished and learned 42

Interview Skills Be early for the interview Dress professionally No gum, overdone makeup, cologne/perfume

Interview Skills Be early for the interview Dress professionally No gum, overdone makeup, cologne/perfume Firm handshake and eye contact, mind your body language! • Speak audibly, clearly and SMILE • • 43

First Impressions • Interviews start with “small talk” during which you are judged by

First Impressions • Interviews start with “small talk” during which you are judged by your appearance, personality, non-verbal actions and initial responses 44

Handshakes • • • Dead fish Bone crusher Finger-only Sandwich Pumper Firm – dry

Handshakes • • • Dead fish Bone crusher Finger-only Sandwich Pumper Firm – dry hand, eye contact, use the person’s name, shake 2 – 3 times and release (do not pull away!) 45

Body Language • Be aware of what you are saying with your face! •

Body Language • Be aware of what you are saying with your face! • Posture can convey enthusiasm or lack of interest • “You are what you wear!” (Appropriate, attractive, assured) • Haptics- use of the sense of touch, a firm handshake conveys friendliness, familiarity and interest 46

Non-Verbal Communication Do stand or sit erect and look attentive Always appear patient and

Non-Verbal Communication Do stand or sit erect and look attentive Always appear patient and willing to listen Always look directly at the person Always project a friendly, concerned, and respectful attitude • SMILE, smile, SMILE, smile • • 47

Potential Interview Questions • Google search: Interview questions + <name of company> to find

Potential Interview Questions • Google search: Interview questions + <name of company> to find sample questions for a specific company 48

Potential Interview Questions At this time you are to answer the questions on the

Potential Interview Questions At this time you are to answer the questions on the Job Interview Questions worksheet. Use concrete, specific examples that are concise 49

Conclusion of the interview • What type of orientation do new employees receive •

Conclusion of the interview • What type of orientation do new employees receive • What would I be expected to accomplish in the first six months on the job? First year? • Whom would I work for and what level of management are they? • Is there a training program? • What are some of the company’s/department’s ongoing projects 50

Conclusion of the Interview • Make sure to “Close the Sale” • Rehearse your

Conclusion of the Interview • Make sure to “Close the Sale” • Rehearse your closing ahead of time to make it appear natural and confident • Highlight your key strengths and the contributions you could make to the company • Ask what is the next step in the interview process • Ask for a timeline of when the final decision will be made 51

 • Ask for the interviewer’s business card and express your interest in the

• Ask for the interviewer’s business card and express your interest in the position and the company • Be enthusiastic and confident • Shake the interviewer’s hand thank him for the opportunity to discuss the position 52

Post Interview • Most employers will complete an evaluation form for each job applicant

Post Interview • Most employers will complete an evaluation form for each job applicant after the interview. • It is IMPORTANT for you to evaluate your performance and FOLLOW UP with the employer via telephone or handwritten thank you note 53

Follow Up Note At this time you are to use the paper provided and

Follow Up Note At this time you are to use the paper provided and write a follow up thank you note for the interview you just had with me. Parts of the note must include: – Formal greeting – Body with minimum of 5 sentences – Expression of thanks – Closure 54

Top 5 Interview Mistakes #1 Not dressing appropriately #2 Failing to set yourself apart

Top 5 Interview Mistakes #1 Not dressing appropriately #2 Failing to set yourself apart from other candidates #3 Inadequately researching the position or company #4 Not asking questions #5 Not sending a thank you note after the interview 55