Garvin O'neil
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Garvin O'Neil Professor of Practice -Hospitality and Retail Management Texas Tech University PO Box 41240 Lubbock, TX 79409 Phone: 806.834.2570 Email: [email protected] Mr. O’Neil teaches courses in hotel management focusing on lodging operations. As a 40-year veteran of hotel operation’s management, he merges academic rigor with real world experience and application. He has held executive management positions with some of the country’s top hotel establishments which include GM tenures at the Moody Gardens Hotel, Spa and Convention Center in Galveston, Texas, The Hotel Adolphus in Dallas, Texas and LaPlaya Beach Resort in Naples, Florida. He was also the Food and Beverage Director at Rosewood Hotels’ Mansion on Turtle Creek Hotel and Hotel Crescent Court in Dallas as well as the Hotel Bel-Air in Los Angeles. Garvin has had the honor of hosting some of the world’s most recognized people including Presidents Carter, Reagan, Clinton, and both Bushes, as well as Queen Elizabeth. He has also traveled extensively as a speaker, consultant and trainer for a wide range of clients including Princess Cruise Lines, Wyndham Hotels in the Bahamas and has coordinated numerous hotel openings around the United States and the Caribbean. Hospitality and Retail Management Food and Beverage Garvin O’Neil, Professor of Professional Practice, Hospitality & Retail Management, Texas Tech University OK – So who here has never tried CAVIAR!! - Here’s Your Opportunity!!! What is Caviar? Traditional caviar is considered to come from sturgeons living in the wild in the Caspian and Black Sea. The international community has banned the sale of Caspian Sea sturgeon caviar world wide. Beluga Caviar is considered the best and rarest of caviars- virtually unavailable now. How Much is the Real Stuff? Petrossian Special Reserve Ossetra Caviar - $400 an oz. On website Farm Raised Kaluga Caviar - $300 oz. Tom Hanks in Movie Big Garvin’s Tom Hanks Moment at the Mansion on Turtle Creek What is Caviar? The Roe of a Sturgeon http://www.youtube.com/watch?v=8P BMCgxIuYI http://youtu.be/8PBMCgxIuYI What Overriding Lessons Can We Learn From Tasting Beluga? We can never be afraid to try new and different things. Tasting is instant learning! Tasting is a key training tool for F&B Management. Tactile Training goes far beyond F&B Management and applies to all Hotel disciplines. F&B is Too Big A Subject for 90 minutes We cannot begin to really tap into the vast culture that is hotel F&B… …So we’ll hit some highlights We’ll do a little wine training Hopefully have time for some Q&A at end Strap in, we’re going to run through lots of stuff. And, Oh, By The Way, This is NOT Just an F&B Presentation! F&B, The Craziest Career You’ll Ever LOVE!!! Fast Paced, Everyday Different, Most Diverse Workforce, Fun, Stressful, Exciting, Scariest, Most Rewarding of all Hotel divisions More departments, more supervisory positions, more opportunity to shine. The only way to succeed is to not walk around the POOL, You’ve Got to JUMP IN! But What if I am not in a Hotel Operation that has F&B? That’s ok, because F&B provides a canvas where skills learned there apply to all areas of the hotel business. The skills and disciplines I leaned in F&B made me a better and more successful GM. We will talk F&B operations but we will discuss how these disciplines apply to Rooms, Sales, Select Service and B&B’s. Why Are You at Short Course? My guess is that one of the key reasons is to learn more about the full scope of running a hotel in an effort to identify strategies and tools that will enable you to develop your career and move up the management ladder. Are GM’s a freak of nature and come out of some primordial swamp and just become GM’s? The Real Shape of Your Successful Career Progression Versus Is it this way? Or Is It This Way? How Do You Get There From Here? Garvin’s Work Progression Garvin’s Work Progression High School and College • Soda Fountain, Drug Store 1974-75- $1.85 per hour - High School – FIRED!!! – Dressed like Groucho Marx on Halloween! • Line Cook, Restaurant 1977-79 - College • Bartender, Waiter 1978-79 – College – College Degree HRM – 1979 Garvin’s Work Progression Corporate Trainee Hyatt Regency DC - $10,400 year - 1979 Beverage Asst. Mgr. – Hyatt DC - 1980 Restaurant Mgr. Hyatt - 1981 – FIRED!!! – Partied too much! Beverage Mgr. Worthington Hotel, Ft. Worth - 1982 Asst. F&B Director, Worthington - 1983 Associate Mgr. Mansion on Turtle Creek Hotel, Dallas - 1984 F&B Director, Hotel Bel-Air, Los Angeles - 1985 Garvin’s Work Progression F&B Director, Hotel Crescent Court, Dallas - 1986 Hotel Trainer/Consultant- 1987 F&B Director, Mansion Dallas – 1988 Resident Manager, Adolphus Hotel, Dallas 1990 GM Adolphus Hotel - 1992 GM LaPlaya, Naples, FL– 1994 GM Pelican Strand Country Club, Naples, FL -– FIRED!- I wish I could say it wasn’t my fault! Garvin’s Job Progression Ex. Director, Moody Hospitality Institute, Galveston, TX – 1999 Resident Manager, Moody Gardens Hotel,– 2001-2003 GM, Moody Gardens Hotel, 2003-2016 Professor of Professional Practice, Texas Tech University. 2016 - Current First Entry Level Management Job – Hyatt $10,400 year. Current Pay – Not Telling! I’ve Been Fired 4 Times! Success is Never Final and… Failure is Never Fatal. Its Courage that counts. – Attributed to Winston Churchill Can You Survive Getting Fired? Get up off the Mat – No career is a straight shot up! Set Personal Goals – Example: I want to be a Banquet Manager in 3 years. Or I want to be an F&B in 5 years My goal back in 1980 – I want to be the youngest Hotel GM of anyone I know! – Did I reach that goal – Darn Close. Not the youngest but a GM at 34! Don’t be afraid to take a challenge. – Take over screwed up departments and fix them! Don’t be afraid to work big joints! Don’t be afraid to move Why F&B Offers Best Opportunity to Shine and Advance Think number of F&B management positions in a full service hotel. Think about the number of screwed up F&B departments in a full service hotel. F&B is Your Opportunity to be a Hero. The F&B Big Things! The F&B BIG THINGS- 1. Great Arrivals 2. Food That “Eats Good” – Great Drinks, Well Made – Great Desserts and Great Coffee 3. Uniform and Grooming and Brains Turned On! 4. Timely, Friendly and Attentive Service 5. Managers Running the Dining Room 6. Thank you and Departures 7. VALUE- A very elusive concept!!! The F&B BIG THINGS- As I go through these, think about your favorite Restaurant and see how it stacks up with these BIG THINGS How does that restaurant stack up? How does your hotel’s restaurant stack up? These Big Things Are Applicable to All Departments in a hotel or B&B? How does your department stack up? 1. Great Arrivals! Great Arrivals Who’s seen this? Mansion Story – We owned Arrivals! What I Learned at the MOTC, I Carried Forward Everywhere I Went. MOTC and Texas Tech Restaurant 2. Food That “Eats Good” The Truest Axiom of F&B All the Great F&B Service in the World does not Make Up for Lousy or Inconsistent food! The key competency for F&B is Food That “EATS GOOD” – Dean Fearing – Have a passion to deliver GREAT FOOD The most critical position to hire in a full service hotel is the Executive Chef. How Does Food Eating Good Apply to Other Hotel Departments? Think Front Desk, Guest Services Think Housekeeping Think Sales Think Select Service Think B&B’s 3. Uniform, Grooming, Brains Turned On. Making Sure the Associates have their Brains Turned On while working!!! – Pinball Service – Pre-shift Meetings – Management Not By Answering Employee Questions BUT Asking Employees Questions! Uniforms and Grooming Which Server Looks More Like Yours? How Does Uniform, Grooming and Brains Tuned on Apply to Other Hotel Departments? Think Front Desk, Guest Services Think Housekeeping Think Sales Think Select Service Think B&B’s 4. Timely & Attentive Service First Approach to the table by server! – Timing and Greeting and Upselling – How long is a minute? Timing of the courses during service Table Maintenance & Pre-Bussing Dropping the Check Turning Tables Timely and Attentive Service is Prompted by Attentive Management! How Timely and Attentive Service Apply to Other Hotel Departments? Think Front Desk, Guest Services Think Housekeeping Think Sales Think Select Service Think B&B’s 5. Managers Running the Dining Room Forecasting Covers, Ensuring Staffing Levels, Assigning Stations, Side Duties In Advance of the Shift. Managers Running the Room – Managers approaching tables and Reading the Room. – Pouring Coffee and NOT Bussing! My Mentor – Jean Pierre Managers NOT in the Office During Service. Hyatt Story. Managers Engaging Guests How Does Having Managers Run The Dining Room Apply to Other Hotel Departments? Think Front Desk, Guest Services Think Housekeeping – My Method of Turning Rooms on a big turn day! Think Sales and Catering Think Select Service Think B&B’s 6. Thank You’s and Departures Thank you and Departures Remember Arrivals? Everyone Involved in Thanking the Guest. Five Foot Rule Inviting the Guest Back Learning from Jean Pierre. How Does Thanking and Properly Departing the Guest Apply to Other Hotel Departments? Think Front Desk, Guest Services – My Check Out Location! Think Housekeeping Think Sales Think Select Service Think B&B’s 7. Value – An Elusive Concept Transaction Value – The Price Paid for a Good or Service.