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Lecture Hotel management and operations (5th Edition): Chapter 9.6 - Michael J. O'Fallon, Denney G. Rutherford

Although on-premise catering is generally the second largest source of revenue for most hotels, the on-premise catering area has been virtually ignored in the hotel school curriculum. Catering is often the highest visibility the hotel has on a local level. Catering can create an image for the hotel, both locally and nationally. | A Day in the Life of a Director of Education and Development Jenny Lucas Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Introduction Having worked in the Food &Beverage division in hotels for years I was worried about moving off property and into a corporate role. Even with my move into the Regional Training Manager role, I was juggling three properties so training on property was just as hectic as operations. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. As the Corporate Director of Education and Development I have the best of both worlds. It’s not easy to describe a “normal” day because, just like being a hotel, every day is different. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved A “Normal” Day in the Office 9am – it’s time for our morning meeting. Just as if we were on property this is our pre-shift. We cover all the same elements that are shared in each of our hotels – including our brand wide topic of the day and reading a real story of one of our team members making a difference in a guest’s experience. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved A “Normal” Day in the Office Cont. Education and Development encompasses much more than just training. Training is part of it and we write curriculum used for both our hourly team member and management classes. I meet with the Corporate Training Manager working on the project to discuss the changes. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved A “Normal” Day in the Office Cont. Ready to turn my attention to the next task, I prepare for a conference call with our secret shop provider. A component of our responsibility that takes up a good deal of time and focus is documenting, updating, measuring and reporting our operating and brand standards across the company. The shoppers work with our standards and are trained together to ensure consistency | A Day in the Life of a Director of Education and Development Jenny Lucas Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Introduction Having worked in the Food &Beverage division in hotels for years I was worried about moving off property and into a corporate role. Even with my move into the Regional Training Manager role, I was juggling three properties so training on property was just as hectic as operations. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. As the Corporate Director of Education and Development I have the best of both worlds. It’s not easy to describe a “normal” day because, just like being a hotel, every day is different. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved A “Normal” Day in the Office 9am – it’s time for our morning meeting. Just as if we were on property this is our pre-shift. We cover all the same elements that are shared