1. Hospitality
A WORLD OF CAREER OPPORTUNITIES
2nd Edition

2. 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

3. introduction
Do you enjoy working with people and hospitality and tourism is among the With its size, strong track record of hospitality management jobs at all levels
making them happy? Are you interested fastest-growing industries in the world. growth and abundant employment and an introduction to some of the skills
in a career that offers challenge, variety options, it is no wonder the hospitality and responsibilities required. While job
and advancement? Would you like the One of the primary reasons the multi- industry attracts such tremendous classifications, scope, responsibilities
opportunity to see the world while you billion-dollar hospitality industry is interest from such large numbers of and level can vary from company
earn a very comfortable living? Then a so popular is the wide range of career students. And today the industry is more to company, the examples in the
career in hospitality management could opportunities it offers across so many fast-paced and competitive than ever. following pages will give you a general
offer you a high degree of professional different types of businesses and So for those seeking to begin a career understanding of career development
success and personal fulfillment. organizations all around the world: as a hospitality professional, a higher opportunities.
education in hospitality management is
Hospitality and tourism is one of the • Hotels and resorts essential. After reading the overview in this
world’s largest, most diverse and most • Restaurants and foodservice booklet, you’ll know more about how the
dynamic industries. It is vast, offering • Cruise ships and airlines But there are so many hospitality hospitality industry works. You’ll have a
a broad variety and an enormous • Theme parks and casinos careers available. How are you supposed better sense of which jobs seem right
number of jobs across the globe. In • Meeting and event planning to determine which one is best for you? for you. And you’ll probably be even
fact, according to the World Travel and • Recreation and sports management How can you figure out what kind of more excited about a future career in
Tourism Council, hospitality and tourism • Tourist destinations and attractions hospitality management to study? hospitality!
employs more than 235 million people
worldwide! And career prospects in the That’s what this booklet is all about.
industry remain strong. Year after year, It will give you a brief overview of
4 INTRODUCTION
Introduction Introduction 5

4. 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

5. 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.”
Shanghai, China
internships 9

6. 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.”
Loèche-les-Bains, Switzerland
internships 11

7. 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.”
London, England
internships 13

8. 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.”
São Paulo, Brazil
internships 15

9. 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.”
Milan, Italy
internships 17

10. 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!”
Johannesburg, South Africa
internships 19

11. 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.”
Melbourne, Australia
internships 21

12. 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.”
Lausanne, Switzerland
internships 23

13. 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

14. management trainee group and events coordinator
A Management Trainee participates in an entry-level training program designed to A Group and Events Coordinator assists the Sales Manager with corporate and social
provide an introduction to the hospitality company and to put the trainee on a path events in a hotel. He ensures that meetings, conferences, wedding parties and other
toward becoming a manager within the company. events proceed smoothly by keeping in close contact with clients so that their needs
are always met.
Daily Life Required Skills Daily Life Required Skills
Training programs are specially • Bachelor degree in hospitality The Group and Events Coordinator • Strong communication skills, both
designed for graduates who possess management from a reputable school makes sure that group events within the written and verbal
significant abilities and enthusiasm for • Strong affinity for and commitment hotel meet the hotel’s level of quality • Ability to keep a positive attitude
the hospitality industry. Programs help to the hotel industry standards. He is in charge of preparing in an extremely fast-paced and
trainees to develop their managerial • Willingness to demonstrate initiative quotes, making follow-up calls with demanding work environment
skills and give them a full understanding and perform shift duties prospective clients and holding • Language skills
of the operational functions of each • Language skills meetings with clients who are interested • Associate degree or higher (ideally in
department in a hotel or other hospitality • Strong market sense and results in hosting an event. The coordinator hospitality)
company. Depending on the program’s orientation reports to the manager about any • Previous experience, familiar with
scope, the management trainee • Excellent communication, conflicts and concerns regarding the hotel environment
typically goes through both general and interpersonal and analytical skills booking of a group function. Additionally, • Excellent organizational skills
cross training and often participates coordinators follow through with client
as a junior team member working on requests and delegate responsibilities
projects such as processes improvement to the event managers who actually run
or profitability enhancement. Training the event.
programs can vary from company to
company, but they usually last from 12
to 18 months.
26 Entry-LEvel positions Entry-Level positions 27

15. front office supervisor sales/account manager
A Front Office Supervisor leads and performs all front desk duties including check- A Sales/Account Manager represents hotel chain properties for potential clients’
ins, check-outs, reservations, guest phone messages and special requests. The portfolios either in the corporate, leisure and/or MICE (Meetings, Incentives,
supervisor ensures that guests are experiencing a great stay. This position requires Conferences and Exhibitions) segments.
diplomatic skills and the ability to deal with people from different cultures and
backgrounds.
Daily Life Daily Life Required Skills
The Front Office Supervisor ensures that Supervisor communicates all important The Sales/Account Manager is responsible • Previous experience in the hospitality
all front office and guest services team information to the following shift to for implementing the hotel’s marketing, or travel industry (within the region)
members receive adequate training in ensure a smooth transition through the promotional and sales strategy in a and be very self-motivated
all Front Desk policies and procedures. Front Desk logbook. particular region and segment. The person • Good customer relations
He assists the Front Office Manager in who has this position is often out of the • Strong results orientation
motivating the team and participates in Required Skills office, meeting with members of the • Negotiation skills
the training and development of all Front travel trade and visiting corporate clients • Language skills
Office staff. The Front Office Supervisor • Strong communication skills, both to promote the hotel(s). This is a very • Availability to travel
makes sure all arrivals are blocked and written and verbal independent, hands-on role requiring • Associate degree or higher (ideally in
evens out the house count. He checks • Ability to lead and motivate a team an ability to strategize and implement hospitality or tourism)
arrivals of VIP guests, is in charge of • Associate degree or higher (ideally in promotional activities, including road
possible upgrades and has the concierge hospitality) shows, trade activities and consumer
team deliver note cards to guestrooms • Previous front office experience initiatives. The Sales/Account Manager
per hotel chain standards. He verifies • Language skills needs to have the ability to increase sales
the accuracy of the cash drawers at the and revenue by developing relationships
beginning of the shift and supervises and seeking new business opportunities.
the close-out of shift work and cash at
the end of the shift. The Front Office
28 Entry-LEvel positions Entry-Level positions 29

16. Spa manager Catering manager
The Spa Manager oversees all departments, employees and financial performance The Catering Manager is responsible for supervising the preparation and presentation
of the entire spa operation. of food and beverages at business and social gatherings at hotels, restaurants,
conference centers and clubs.
Daily Life Required Skills Daily Life Required Skills
Develops policies for standard operating • Well developed leadership and Makes sales presentations with • Strong leadership and interpersonal
procedures for the spa’s retail, massage, interpersonal abilities prospective catering service clients. abilities
esthetics, nail services and reception • Excellent communication skills with Works with clients to plan, schedule • Excellent written and verbal
departments. Hires, trains, schedules, guests and employees and execute banquets, weddings, communication skills
manages and reviews employees. • Strong financial management business meetings, trade shows, • Good project management and
Conducts meetings with staff to ensure expertise parties and other events that meet the organization skills
all employees understand all aspects • Knowledge of fitness, health and clients’ budget requirements. Plans • Previous experience in F&B
of the spa’s operation. Creates revenue wellness menus, and develops and coordinates • Ability to make effective personal
projections and manages expenses • Strong computer skills the preparation and arrangement of sales presentations
to maximize profitability. Coordinates • Fluent in spoken and written English food and beverages for events. Trains • Flexibility to work nights and
payroll adminstration. Establishes • Bachelor degree in hospitality and supervises chefs, cooks, catering weekends
inventory control procedures and preferred assistants, house managers and wait • Bachelor degree, preferably in
maintains relationships with suppliers staff. Serves as the liaison with audio- hospitality
and providers. Oversees facilities upkeep visual services, decorating partners and
and maintainance, and ensures that all other external vendors and suppliers
equipment is in proper working order. required by the event. Coordinates with
Develops marketing programs, brochures other hotel and facility departments and
and promotions. Monitors and ensures staff to ensure a high level of service
customer satisfaction. and client satisfaction.
30 Entry-LEvel positions Entry-Level positions 31

17. restaurant manager
A Restaurant Manager is responsible for managing, directing and scheduling
restaurant activities and staff in the establishment.
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
Daily Life
The Restaurant Manager works with the hires and supervises the training of
chef, deciding on recipes and planning new staff members, organizes shifts,
menus. He is in charge of planning promotes good teamwork, pays staff and
and balancing the budget, making divides the tips.
sure that everything is in order and
that the accounts balance. In larger Required Skills
restaurants, a Restaurant Manager
often plans the marketing campaigns • Ability to lead and motivate a team
and strategies necessary to meet sales • Previous food and beverage
goals, which are set by the head office. A experience
Restaurant Manager needs the expertise • Good interpersonal and guest
and patience to deal with customers. interaction skills
Although some duties vary, many include • Familiar with inventory controls
the organizing of stock, ordering food • Should be able to take total
supplies and equipment, inspection of responsibility of the restaurant
health and safety precautions and solving • Associate degree or higher (ideally in
employee or customer problems. The hospitality or foodservice-related)
Restaurant Manager often interviews,
Dubai, United Arab Emirates
Entry-Level positions 33

18. 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

19. Assistant General Manager training manager
An Assistant General Manager (AGM) helps the General Manager (GM) to oversee The Training Manager plans, implements, coordinates and presents corporate
and direct the hotel property’s entire operation, ensuring its optimum performance, and related training programs to ensure that all employees understand all hotel
efficiency and profitability. procedures and can fulfill their responsibilities to the hotel’s expectations.
Daily Life Required Skills Daily Life Required Skills
The AGM reports directly to the GM of • Previous experience working as a The Training Manager reviews hotel training • Knowledge of adult learning theory and the
the hotel. His responsibilities include supervisor in hotel operations (rooms programs and updates as necessary. He essential elements of training
managing daily hotel operations to achieve division and/or food and beverage) analyzes current training needs for the hotel • Knowledge of effective training program
planned goals for operational integrity as • Excellent communication skills with departments and individuals and makes development
measured by revenue and house profit, guests and employees recommendations as needed. The Training • Fluent English language with the ability
while maintaining company standards for • Leadership skills Manager develops or researches training to relate to all levels of management and
guest satisfaction, associate satisfaction, • Language skills programs for specific hotel needs. He also employees in spoken and written form
quality assurance and asset protection. The • Genuine affinity for providing guest tracks, inputs, maintains and audits all • Ability to observe employees in the work
AGM also supervises trains and motivates service individual employee training records of in- place, analyze operations and detect
the hotel team and performs administrative • Bachelor degree preferred (ideally in house programs, including department issues of concern regarding employee
duties. Daily challenges include planning, hospitality) orientation records for new hires. The performance, grooming, training, policy
assigning and directing work among the • Ability to multitask in order to meet a Training Manager oversees and monitors all adherence and morale
hotel team and the AGM position requires variety of deadlines departmental training programs and plans • Knowledge of hotel operations (previous
seniority and independence. He assumes the • Strong interpersonal skills and conducts meetings with department hotel work experience a plus)
management of the hotel in the absence of • Ability to work with minimal supervision managers, trainers and employees to review • Bachelor degree preferred (ideally in
the GM. • Must be able to work a flexible schedule performance trends, develop action plans hospitality)
as the hours for this management and give recognition. He develops an annual
position often vary training calendar and compiles monthly and
quarterly reports on training activities.
36 middle management positions Middle Management Positions 37

20. food and beverage manager Rooms division manager
The Food and Beverage (F&B) Manager is a key member of the senior management The Rooms Division Manager oversees the entire team of front desk, guest services
team in a hotel, cruise ship or any other establishment that serves meals and drinks, and housekeeping departments of a hotel. This manager reports to the General
including restaurants, coffee shops, catering services and room service. Manager and plays an important role in ensuring a high level of guest service.
Daily Life Required Skills Daily Life Required Skills
The F&B Manager is responsible for • Leadership skills The Rooms Division Manager leads, controls • Well-developed leadership skills
both business and culinary operations. • Ability to manage a team and supervises the Front Desk, Guest • Ability to give clear, concise
He must have a thorough knowledge of • Strong business and financial Services and Housekeeping departments. instructions
food preparation and a good sense for management skills He works closely with reservations to assure • Proactive work style
creating and marketing menu offerings • Effective employee management and maximize occupancy, rate and revenue • Ability to work well under pressure and
that are appropriate and appealing • Previous experience as supervisor in and he is also in charge of providing all keep calm in difficult situations
to local market preferences. He must F&B necessary forecasts. This is a key position • Previous experience as supervisor in
handle a wide range of managerial • Associate degree or higher (ideally in since the Rooms Division leadership will hospitality (front desk and/or guest
functions, such as preparing operating hospitality or foodservice-related) directly impact the operational team’s services)
budgets, ordering food and equipment motivation and actions (e.g. front desk • Bachelor degree preferred (ideally in
and hiring and managing employees agents, bell boys, housekeeper, concierge) hospitality)
at all levels. As a core management and this is the team that is actually
team member, he works closely with providing the service for the guests. The
other department managers to optimize Rooms Division Manager reports to the
financial performance and profitability. Hotel General Manager.
38 Middle Management Positions Middle Management Positions 39

21. Cruise director Casino manager
The Cruise Director is a senior management leader who is in charge of all shipboard The Casino Manager is responsible for planning, directing, coordinating and
entertainment activities. controlling all the day-to-day operations in a casino.
Daily Life Required Skills Daily Life Required Skills
The Cruise Director’s responsibilities are both • Professional entertainment experience Hires, trains, and schedules the activities of • Strong leadership abilities
significant and varied. He oversees all aspects • Natural communication skills casino personnel. Coordinates with supervisors, • Excellent communication and interpersonal
of all entertainment presentations, activities, • Master of Ceremonies and hosting surveillance officers and investigators to make skills
shows and special events, from planning and experience sure all games are run smoothly and fairly. • Good organization skills
conception through execution, in any venue • Willingness and ability to multi-task Ensures that the casino adheres to government • Genuine affinity for customer relations
on board. He works with ship management • Financial management and managerial gaming laws and regulations. Measures the • Ability to remain calm in tense situations
to ensure that all entertainment activities experience profit and loss of all table games and slot • Willingness to work long hours
integrate smoothly and cost-efficiently with • Bachelor degree in hospitality preferred machines. Stays up to date on the nuances of • Bachelor degree, preferably in hospitality
all shipboard departments, and to make the gaming rules. Monitors changes within the
certain that their quality and implementation gaming industry and understands how they
contribute to the highest possible level of may affect the casino’s profitability. Intercedes
guest enjoyment and satisfaction. To that with gamblers or guests who are upset or who
end, the Cruise Director is also a featured have been caught cheating. Makes sure that
participant in various entertainment guests’ needs are met and accommodates
activities, as Master of Ceremonies, host and high-profile customers.
often as an on-stage performer.
40 middle management positions Middle Management Positions 41

22. 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.
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
Daily Life Required Skills
The Revenue Manager determines the • Strategic thinking combined with
ideal price for a unit of inventory (a hotel ability to implement strategy as tactics
room, airline seat, cruise ship berth • Strong organizational skills and ability
or rental car) that is most attractive to perform under time pressure
to consumers and most profitable for • Previous experience working in
the company. He uses disciplined reservations (hotels, airlines, car
tactics to predict consumer behavior rentals)
by optimizing inventory availability and • Leadership skills
pricing. The Revenue Manager works • Bachelor degree preferred
closely with sales and marketing teams • Language skills
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.
Monaco, France
Middle Management Positions 43

23. 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

24. vice president of operations marketing director
The Vice President (VP) of Operations is the senior management professional who The Marketing Director, sometimes called the Brand Manager, is a senior
sets and manages the policies and procedures that ensure the entire organization management professional who is responsible for developing and executing all
functions as designed and delivers strong financial performance for the company marketing activities for a hotel chain region or other hospitality organizations.
and a high-quality experience for guests.
Daily Life Required Skills Daily Life Required Skills
The Vice President of Operations could • Effective relationship-building with The Marketing Director works closely with • Excellent written and verbal
lead a hotel chain or a cruise line fleet. employees at all levels, from laborers the CEO and other senior executives to communication abilities
He maintains a broad-based, high-level to senior executives determine the overall brand positioning • Ability to manage projects and to lead
strategic understanding of all aspects • Strong leadership skills that reflects the organization’s values, marketing staff members from project
of the organization’s operation. He • Well-developed organizational and goals and objectives. He formulates kick-off to completion
works alongside the properties’ General multitasking abilities the strategic marketing plans and • Good presentation skills to audiences
Managers to set financial goals and • Excellent written and verbal manages his team which works ranging from senior management to
then designs operation procedures to communication skills with advertising agencies and other sales teams and franchisees
help meet revenue targets. The VP of • Relevant experience in hospitality specialized communications firms to • Hospitality background
Operations hires and leads hotel General (ideally as a General Manager) create marketing communications. This • Bachelor degree or higher preferred
Managers to ensure they meet guest • Bachelor degree or higher preferred includes advertising, public relations,
service and satisfaction standards. email and Internet advertising, graphic
design, promotions, collateral materials,
sales tools and even signage.
46 executive level positions Executive Level Positions 47

25. 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.
Rani Gharbié
Development Director
InterContinental Hotels Group
Middle East & Africa
Nationality: Lebanese / Canadian
Graduated from Glion Institute of Higher
Education, Switzerland
Daily Life
The Development Director within a hotel network. He also handles contract renewals and
chain is a senior management leader who is manages the ongoing relationship between the
responsible for a broad spectrum of critically hotel owner and the chain.
important high-level business activities.
The Development Director is the hotel chain’s Required Skills
chief representative and acts as the primary
intermediary between the chain and potential • Strong interpersonal communication
hotel owners and investors. He presents the abilities
chain’s brand portfolio and the opportunities and • Hotel-related analytical and financial skills
requirements for investment. The Development • Effective in business presentations and
Director conducts the critical viability analysis to negotiations
ensure that a business relationship between the • Hospitality background
chain and the potential investor will be mutually • Bachelor degree or higher preferred
satisfactory and successful. He negotiates, (ideally in hospitality)
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
Dubai, United Arab Emirates
Executive Level Positions 49

26. 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.
Ann Morelli
Director of Human Resources
Palace Hotel
San Francisco, USA
Nationality: Swedish
Graduated from Les Roches International
School of Hotel Management, Switzerland
Daily Life Required Skills
The HR Director maintains close • Effective relationship-building with
relationships with department leaders employees at all levels, from laborers
to gain a thorough understanding of to senior executives
both the technical qualifications and • Strong organizational and
the personal qualities desired of every multitasking abilities
candidate for every position to be • Excellent written and verbal
staffed. He coordinates training and communication skills
support to ensure employees meet the • Bachelor degree or higher preferred
organization’s performance standards (ideally in hospitality)
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.
San Francisco, USA
Executive Level Positions 51

27. 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.
Thierry Kennel
General Manager
Four Seasons Hotel
Denver, USA
Nationality: French / Canadian
Graduated from Les Roches International
School of Hotel Management, Switzerland
Daily Life Required Skills
The GM develops strategic business • Excellent leadership, personnel and
plans that define the hotel’s operational communication skills
and revenue goals. The GM manages • Effective business and operations
all hotel operations to maximize both management abilities
employee and financial performance. • Strong financial management and
He ensures that the hotel meets quality budget planning
standards for property appearance, • Relevant experience in hospitality
maintenance, amenities and personal management positions
service that deliver the best guest • Bachelor degree or higher preferred
experience possible. The GM sets (ideally in hospitality)
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.
Denver, USA
Executive Level Positions 53

28. general manager
Christian Tiden Xavier Pech
General Manager General Manager
Vara-Bjertorp Golf Club & Castle Hyatt Regency Hong Kong
Kvanum, Sweden Kowloon, Hong Kong
Nationality: Swedish Nationality: French
Graduated from Blue Mountains International Graduated from Glion Institute of Higher
Hotel Management School, Australia Education, Switzerland
Elsa Biscaut-Abascal Elton Dalmedo
General Manager General Manager
Hidden Hotel Hotel Mirador de Adra
Paris, France Almeria, Spain
Nationality: Mexican Nationality: British
Graduated from Les Roches International Graduated from Les Roches International
School of Hotel Management, Switzerland School of Hotel Management Marbella, Spain
54 Executive LEvel Positions Executive Level Positions 55

29. WHAT’S NEXT?
If you’re excited about a career in hospitality, we strongly recommend that you Facilities
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 • Does the school invest in buildings on campus?
management schools: • Does the management continually invest in facility improvements?
Transfer
Accreditation & Recognition • Is it possible to transfer from one campus to another, especially internationally,
within the same program?
• Is the school accredited by a well-known accrediting organization and/or
recognized by official authorities?
• What qualification level can the school deliver? International Career Opportunities
• Does the school award its own university degree?
• What is the average number of internship offers per student?
Programs • What percentage of students receive a job offer before or upon graduation?
• Does the school offer a wide choice of undergraduate, postgraduate and graduate Alumni
programs that meet the needs of the market?
• What percentage of alumni hold executive positions around the world?
• Are the alumni actively involved in adding value for current students and hiring
Faculty graduates from the school?
• 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? What’s Next? 57

30. 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.
Glion & Bulle, Switzerland Bluche, Switzerland
www.glion.edu www.lesroches.edu
Established in 1962, Glion Institute of Founded in 1954 as an international
Higher Education is one of the world’s school and in 1979 as a hotel school, Les
leading providers of international hospitality Roches prepares international students for
education and offers management-focused a hospitality management career in the
programs in the fields of Hospitality, service industry and offers transfer options
Tourism, Event, Sport and Entertainment. during studies to and from other Les Roches
Institutions and campuses.
Undergraduate Programs Undergraduate Programs
• Bachelor Degree (3.5 years) with • Hotel Management Diploma (3 years)
specializations in Hospitality or Event, • BBA in International Hotel Management
Sport and Entertainment (ESE) with pathways in Entrepreneurship,
• Diploma in Hotel and Restaurant Marketing, Finance, Hotel Design
Operations (1.5 years) and Project Management or Culinary
Switzerland China • Business Management (4 years)
Postgraduate Programs
Postgraduate Programs
• Glion Institute of Higher Education • Les Roches Jin Jiang International
• Postgraduate Diploma (1.5 years)
• Les Roches International School of Hotel Management College • P
ostgraduate Higher Diploma (2 years) • Postgraduate Diploma in Hospitality
Hotel Management Administration (1.5 years)
• LRG University of Applied Sciences USA Master Programs • P
ostgraduate Higher Diploma in
Hospitality Management (2 years)
Spain • Kendall College • MBA in International Hospitality & • Postgraduate Diploma in Business
Service Industries Management (1 year), Administration for Culinary Arts
with Leadership or Marketing Professionals (1 year)
• Les Roches International School of Australia • M
aster of Education in Hospitality
Hotel Management
Organizational Training & Management Master Programs
• Blue Mountains International Hotel (1 year)
Management School • Online MBA in International Hospitality • MBA in Hospitality with pathways in
• Australian International Hotel School Management (approx. 2.5 years Finance or Marketing (1 year)
depending on student’s availability)
58 An International Network An International Network 59

31. Bulle & Bluche, Switzerland Marbella, Spain Chicago, USA Shanghai, China
www.lrguas.ch www.lesroches.es www.kendall.edu www.lrjj.cn
LRG is a new University of Applied Sciences Founded in 1995, Les Roches Marbella Kendall College, founded in 1934, is a Founded in 2004, LRJJ is a joint-venture
that has received official authorization from offers a truly unique learning experience leading higher education institution of between two leaders in their field - Les
the Swiss Government in July 2008. It based on the tradition of Swiss hospitality. culinary arts and hospitality management. Roches International School of Hotel
offers a Bachelor of Science that meets the It offers the same quality hospitality Students have unique opportunities to Management, and Jin Jiang International
Swiss and European standards. management programs as in Les Roches transfer to Europe and Asia during their Hotels, the largest hotel company in China.
in Switzerland, and a strong link with the program. It offers programs to international students
hospitality and golf industries. that prepare them to complete their degree
in Europe or Australia.
Undergraduate Programs Undergraduate Programs Undergraduate Programs Undergraduate Programs
• Bachelor of Science in Hospitality • Hotel Management Diploma (3 years) • Bachelor of Arts (3.5 years) in: • LRJJ International Diploma in Hotel
Management (4 years) with • BBA in Hospitality (4 years) with - Hotel Management Management (2.5 years)
specializations in: pathways in: - Food & Beverage Management • LRJJ International Certificate in Hotel
- International Hospitality Management - Event Management & Convention and - Meeting & Convention Management Management (1.5 years)
- Food, Beverage & Operations Trade Fair Planning • Associate Degree in Culinary Arts • Hospitality Preparatory Program
Management - Timeshare, Spa Resort Hotels & Golf (1 to 2 years depending on previous (9 weeks per level)
Club Management background)
Master Programs Postgraduate Programs
Postgraduate Programs
• Master of Advanced Studies in • LRJJ Postgraduate Diploma in
Hospitality Management (1 year) • Postgraduate Diploma (1 year) in: International Hotel Management
- Hospitality Management (1.5 years)
- Golf Management • 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)
60 An International Network An International Network 61

32. Leura, Australia Canberra, Australia
www.bluemountains.edu.au www.aihs.edu.au
Ever since the school was founded in Founded in 1995, AIHS operates the Hotel
1991, Blue Mountains has delivered its Kurrajong. As a result, students gain valuable
unique approach to hospitality and tourism industry experience within a commercial
management education to more than 3,000 hotel that enjoys a strong client base of
graduates with the majority moving into national and international business guests.
senior management roles within six years of
graduation.
Undergraduate Programs Undergraduate Programs
• Diploma of Business (1 year) • Diploma of Business (1 year)
• Associate Degree of Business (2 years) • Associate Degree of Business (2 years)
• Bachelor of Business (2.5 years) • Bachelor of Business (2.5 years)
The above programs are specialized in The above programs have 2 specializations:
International Hotel & Resort Management - International Hotel Management or
- International Event Management
Postgraduate Programs
• Graduate Certificate of Hotel We invite you to contact us for further information about careers in the dynamic hospitality
Management (1 year) industry.
• G
raduate Diploma of Hotel Management
(1.5 years) We look forward to talking with you more about Laureate Hospitality Education institutions
and our specific programs. Speak to your educational counselor or contact:
Master Programs
info@LaureateHospitality.com / T: +41 (0) 21 989 26 00
• Master of Hotel Management (1.8 years)
You can also discover more about us by visiting our website:
www.LaureateHospitality.com
62 An International Network An International Network 63

33. 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

34. HJD01/R01/03.11/10k