Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.©...
-
Upload
nigel-higgins -
Category
Documents
-
view
219 -
download
2
Transcript of Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.©...
![Page 1: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/1.jpg)
![Page 2: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/2.jpg)
Chapter19Hospitality Management
![Page 3: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/3.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Objectives
• List four basic duties of a hospitality manager.
• State the main responsibility of a general manager.
• List the eight tasks of managers.• Assess ways that managers control costs.• Describe the four main tasks of managing
human resources.continued
![Page 4: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/4.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Objectives
• List seven management skills.• Compare and contrast the four styles of
management.
![Page 5: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/5.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Hospitality Management
• The four basic duties are to– welcome customers– produce products and services that meet
customer needs– protect customers from harm while at the
business– sell products and services in a profitable and
legal way
![Page 6: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/6.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
The General Manager
• The general manager– is responsible for the entire operation of one unit
of a hospitality business– is sometimes called the managing director– in a large business, will delegate certain
responsibilities to divisions or departments and their managers
![Page 7: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/7.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Management Tasks
• Goal setting• Customer satisfaction• Cost control• Record keeping
• Human resources• Facility
maintenance• Sanitation and
safety• Marketing
![Page 8: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/8.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Set Goals
• The main goal of the general manager is to make sure the business makes a profit
• The general manager sets goals for the entire business unit
• The division directors and department managers set goals for their areas and for each worker
![Page 9: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/9.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Oversee Customer Satisfaction
• Managers obtain information about customer satisfaction by– analyzing sales figures– providing comment cards– talking with customers– hiring mystery shoppers
• Managers set the standards for customer service and make sure they are met
![Page 10: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/10.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Control Costs
• To help increase profitability by controlling costs, managers must– set budgets– monitor purchasing, receiving, and inventory– cut costs
![Page 11: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/11.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Keep Records
• Managers are responsible for keeping reports and financial records, such as– records needed for tax purposes– information for determining profit and loss– employee personnel files
![Page 12: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/12.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Manage Human Resources
• Managing human resources includes four main tasks:– Hiring and training employees, especially entry-
level workers– Acting as a supervisor of employees– Planning shifts (scheduling)– Giving employee evaluations (also called
performance reviews or performance appraisals)
![Page 13: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/13.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Maintain the Facility
• Managers must make sure the building, equipment, and grounds are properly maintained
• Regularly scheduled preventive maintenance can avoid costly major repairs or replacements
![Page 14: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/14.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Oversee Sanitation and Safety
• Managers are always concerned with the safety and security of guests, employees, and property
• In a large business, specific safety, sanitation, and security responsibilities may be delegated, but the general manager has overall responsibility
![Page 15: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/15.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Market the Business
• Sales can be increased by– advertising and promoting the business– making sure the business is meeting customer
needs• Marketing includes all tasks done to increase
sales
![Page 16: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/16.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Management Skills
• To be effective, managers must know how to– delegate tasks– adapt their management style to the needs of
workers– motivate employees– communicate effectively– apply necessary technical and computer skills– practice good organization
![Page 17: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/17.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Delegation Skills
• Managers cannot do all tasks by themselves• They must know how to delegate
responsibility within their division or department
• Efficient managers get large jobs done by dividing them into smaller tasks and assigning the right people to them
![Page 18: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/18.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Management Styles
• Autocratic style—manager gives orders; does not share power with employees
• Bureaucratic style—manager seeks input from employees before making a decision
• Democratic style—manager shares decision making with employees
• Laissez-faire style—manager gives all the power to employees
![Page 19: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/19.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Motivation Skills
• A motivated worker willingly puts forth effort• Workers can be motivated through
– recognition– rewards– the work itself– responsibility– advancement
– professional development
– facilitation of multiple roles
![Page 20: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/20.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Communication Skills
• Managers need communication skills such as– public speaking skills– presentation skills– interpersonal skills– leadership skills
• Managers need to understand their workers’ cultures, customs, and lifestyles
• A good manager knows how to listen
![Page 21: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/21.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Technical Skills
• Foodservice, housekeeping, security, and engineering managers– need a basic understanding of how to operate
equipment within their department– must be able to read and understand equipment
manuals– must know how to maintain equipment to reduce
repair costs
![Page 22: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/22.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Computer Skills
• Managers must be able to use computers and software in order to perform tasks such as– scheduling employees– forecasting– ordering supplies– managing inventory– collecting sales information– keeping financial records
![Page 23: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/23.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
Organizational Skills
• Managers must apply organizational skills to– keep tools and information in order– plan their own and their workers’ time to get tasks
completed efficiently
![Page 24: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/24.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
• What are four basic duties in hospitality management?– welcome customers, produce products and
services that meet customer needs, protect customers from harm, sell products and services in a profitable and legal way
• The main goal of the general manager is _____.– to make sure the business makes a profit
Chapter 19 Review
continued
![Page 25: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/25.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
• List four ways to obtain information about customer satisfaction.– analyze sales figures, provide comment cards,
talk with customers, hire mystery shoppers• Name two ways to increase sales.
– advertise and promote the business; make sure the business is meeting customer needs
Chapter 19 Review
continued
![Page 26: Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties.](https://reader035.fdocuments.us/reader035/viewer/2022062321/56649e395503460f94b29c01/html5/thumbnails/26.jpg)
Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.
• Why do managers need to delegate?– They cannot do all tasks by themselves.
• Name the four management styles.– autocratic, bureaucratic, democratic, laissez-
faire
Chapter 19 Review