hospitality a world of career opportunities

Hospitality A WORLD OF CAREER OPPORTUNITIES

2nd Edition

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

INTERNSHIPS ........................................................................................... 7Food and Beverage Intern ............................................................................. 9Services Intern ........................................................................................... 11Food and Beverage Intern ............................................................................ 13Food and Beverage and Guest Services Intern ................................................ 15Housekeeping Intern ................................................................................... 17Business Analyst Intern ............................................................................... 19Rooms Division Intern ................................................................................. 21Spa Receptionist Intern .............................................................................. 23

ENTRY-LEVEL POSITIONS .......................................................................... 25Management Trainee ................................................................................... 26Group and Events Coordinator ...................................................................... 27Front Office Supervisor ................................................................................ 28Sales/Account Manager ............................................................................... 29Spa Manager .............................................................................................. 30Catering Manager ....................................................................................... 31Restaurant Manager .................................................................................... 33

MIDDLE MANAGEMENT POSITIONS ............................................................ 35Assistant General Manager .......................................................................... 36Training Manager ........................................................................................ 37Food and Beverage Manager ........................................................................ 38Rooms Division Manager ............................................................................. 39Cruise Director ........................................................................................... 40Casino Manager .......................................................................................... 41Revenue Manager ....................................................................................... 43

EXECUTIVE LEVEL POSITIONS ................................................................... 45Vice President of Operations ........................................................................ 46Marketing Director ...................................................................................... 47Development Director .................................................................................. 49Human Resources Director .......................................................................... 51General Manager ........................................................................................ 53

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

CONTENTS

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 multi-billion-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

4 INTRODUCTION INTRODUCTION 54 INTRODUCTION

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!

INTRODUCTION

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, ChinaINTERNShIPS 9

FOOD AND BEVERAGE INTERN

Emiel Van De Wiele

JW Marriott Hotel & Marriott Executive ApartmentsShanghai, 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.”

Loèche-les-Bains, Switzerland

SERVICES INTERN

“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.”

Diana Minnigaleeva

Hotel Sources des AlpesLoèche-les-Bains, Switzerland

Nationality: Russian

Student from Les Roches International School of Hotel Management, Switzerland

INTERNShIPS 11

London, England

FOOD AND BEVERAGE INTERN

“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.”

Peter Lenhardt

The Landmark London London, England

Nationality: German

Student from Les Roches-Gruyère University of Applied Sciences, Switzerland

INTERNShIPS 13

São Paulo, Brazil

FOOD AND BEVERAGE AND GUEST SERVICES INTERN

“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.”

Kimber Takacs

InterContinental HotelSão Paulo, Brazil

Nationality: American


INTERNShIPS 15

Milan, Italy

HOUSEKEEPING INTERN

David Servan-Schreiber

BVLGARI HotelMilan, 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 CompanyJohannesburg, 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 WindsorMelbourne, 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 PalaceLausanne, Switzerland

Nationality: Iranian


“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

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.

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

26 ENTRy-LEvEL POSITIONS

MANAGEMENT TRAINEE GROUP AND EVENTS COORDINATOR

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


A Front Office Supervisor leads and performs all front desk duties including check-ins, 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

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

FRONT OFFICE SUPERVISOR


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)

SALES/ACCOUNT MANAGER



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 audio-visual 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


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.

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

SPA MANAGER

Dubai, United Arab Emirates

Jaime Castañeda Calavia

Restaurant ManagerSeville’s Restaurant, Wafi Shopping MallDubai, United Arab Emirates

Nationality: Spanish

Graduated from Les Roches International School of Hotel Management Marbella, Spain

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,

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)

RESTAURANT MANAGER


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

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.

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

ASSISTANT GENERAL MANAGER

36 mIDDLE mANAgEmENT POSITIONS

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 in-house 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.

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.

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)

TRAINING MANAGER


38

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.

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.

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)


FOOD AND BEVERAGE MANAGER

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.

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.

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)


ROOMS DIVISION MANAGER

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.

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

CRUISE DIRECTOR


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.

The Casino Manager is responsible for planning, directing, coordinating and controlling all the day-to-day operations in a casino.

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

CASINO MANAGER


Monaco, FrancemIDDLE mANAgEmENT POSITIONS 43

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.

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

Tibor Fejes

Revenue ManagerRiviera Marriott La Porte de Monaco & Courtyard by Marriott Toulouse Airport Monaco, France

Nationality: Hungarian

Graduated from Glion Institute of Higher Education, Switzerland

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

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.

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

VICE PRESIDENT OF OPERATIONS


MARKETING DIRECTOR

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.

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.

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

46 ExECUTIvE LEvEL POSITIONS

Dubai, United Arab EmiratesExECUTIvE LEvEL POSITIONS 49

DEVELOPMENT DIRECTOR

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

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.

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)

Rani Gharbié

Development DirectorInterContinental Hotels GroupMiddle East & Africa

Nationality: Lebanese / Canadian


San Francisco, USA

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 high-quality guest experience by hiring and training high-quality employees.

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.

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)


HUMAN RESOURCES DIRECTOR

Ann Morelli

Director of Human ResourcesPalace Hotel San Francisco, USA

Nationality: Swedish

Graduated from Les Roches International School of Hotel Management, Switzerland

Denver, USA

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.

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.

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)


GENERAL MANAGER

Thierry Kennel

General ManagerFour Seasons Hotel Denver, USA

Nationality: French / Canadian


54 ExECUTIvE LEvEL POSITIONS

GENERAL MANAGER

Christian Tiden

General ManagerVara-Bjertorp Golf Club & CastleKvanum, Sweden

Nationality: Swedish

Graduated from Blue Mountains International Hotel Management School, Australia

Elsa Biscaut-Abascal

General Manager Hidden HotelParis, France

Nationality: Mexican



Xavier Pech

General ManagerHyatt Regency Hong KongKowloon, Hong Kong

Nationality: French


Elton Dalmedo

General ManagerHotel Mirador de AdraAlmeria, Spain

Nationality: British

Graduated from Les Roches International School of Hotel Management Marbella, Spain

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?

WHAT’S NEXT?

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

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.

USA

• Kendall College

Switzerland

• Glion Institute of Higher Education• Les Roches International School of

Hotel Management• LRG University of Applied Sciences

China

• Les Roches Jin Jiang International Hotel Management College

Spain

• Les Roches International School of Hotel Management

Australia

• Blue Mountains International Hotel Management School

• Australian International Hotel School

AN INTERNATIONAL NETWORK

58 AN INTERNATIONAL NETWORk

Glion & Bulle, Switzerland

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)

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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)

www.glion.eduBluche, Switzerland

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.


• 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 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)

www.lesroches.edu

AN INTERNATIONAL NETWORk 59

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.


• 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)

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.


• 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 Diploma (1 year) in:- Hospitality Management- Golf Management

Bulle & Bluche, Switzerland Marbella, Spainwww.lrguas.ch www.lesroches.es


Chicago, USAwww.kendall.edu

Shanghai, Chinawww.lrjj.cn

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.


• 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)

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.


• LRJJ International Diploma in Hotel Management (2.5 years)

• LRJJ International Certificate in HotelManagement (1.5 years)

• Hospitality Preparatory Program (9 weeks per level)


• 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)


Leura, Australia Canberra, Australiawww.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.


• Diploma of Business (1 year)• Associate Degree of Business (2 years)• Bachelor of Business (2.5 years)

The above programs are specialized inInternational Hotel & Resort Management

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.


• 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


• 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:

[email protected] / T: +41 (0) 21 989 26 00

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

www.LaureateHospitality.com


Copyrights:Beau-Rivage Palace Lausanne, SwitzerlandFour Seasons Hotels and ResortsGlion Management Services InterContinental Hotel GroupMandarin OrientalMarriott International, IncOH! The Leading Hotels of the WorldThe Ritz CarltonRégis Colombo – www.diapo.chSources des Alpes

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