HOSPITALITY MANAGEMENTCh. 16 HS

THE GENERAL MANAGER General Manager – is a person responsible for the entire

operation of one unit of a hospitality business AKA Managing Director

Usually, have knowledge and experience in management, advertising, sales, marketing, design, engineering, finance, account, sanitation and safety

Top-level of management in a single-unit hospitality business Delegates responsibilities to the each division manager

In small hotels, the front office manager will directly supervise employees

In large hotels, the front office is often divided into four categories: reservation, uniformed services, telecommunications, and front desk

MANAGEMENT TASKSSection 2

SET GOALS & OVERSEE CUSTOMER SATISFACTION Main Goal of General Manager is to make sure that the

business makes a profit Must make sure that all employees, including division directors,

department managers, and assistant managers, are focused on meeting goals

To determine customer satisfaction is by the number of repeat customers the business gets Increased sales show customers are satisfied enough to return Decreased sales show there are problems with customer

satisfaction Mystery Shoppers – is a person hired to anonymously stay at a

hotel or eat a restaurant and observe the quality Set standards for customer service and make sure they are met

CONTROL COSTS Set Budgets

Budget – is a guideline for spending money Are developed for each department

Monitor Purchasing, Receiving, and Inventory Goods represent a major cost and investment of

money Make sure the business has the right amount of

supplies to meet the customer needs Can’t order too much or too little

Protect supplies from theft and spoilage Control costs of supplies by approving all purchases

CONTROL COSTS Cut Costs

Look for ways to reduce labor costs, food costs, supply costs and utility costs

Reduce waste Make sure the workplace is safe Good security

KEEP RECORDS Generate many reports and financial records

Managers are responsible for keep these records Needed for tax purposes and to determine the profit or loss

Files must be kept for each employee Employee Personnel Files – files with information about each employee

Files contain evaluations, job descriptions, payroll, and benefit records

Files are confidential and should be locked up

Records are also needed for planning future needs of the business

MANAGE HUMAN RESOURCES

Hire and Train Find the right person for the job

Provide appropriate training so person can succeed

Entry-Level Worker – is a worker with no previous work experience

Supervise Means to oversee

Supervisor – is a manager who makes sure that each employee does his or her job properly

Is the manager closest to the workers

Available to answer questions or solve problems that occur while the employee is working

Trains employees on the details of their jobs

Plan Shifts Schedules should be developed by

taking the following items into consideration:

Upcoming events

The experience level of the employees

Holidays

Level of demand

Employees’ requests for certain shifts

Evaluation Employee Evaluations – is a formal

review and evaluation of an employee’s job performance (performance review or performance appraisal)

Help improve work performance

Provide a formal opportunity to communicate with the employee

Two types: annual review and performance review

Four main tasks of Human Resources Management:

MAINTAIN THE FACILITY & OVERSEE SANITATION AND SAFETY

General manager is responsible for making sure the physical building, equipment, and grounds are properly maintained

In large businesses, responsibility is delegated to the engineering division

Make sure there is a schedule for regular maintenance

Responsible for making sure that employees are trained to use proper sanitation practices

Responsible for making sure that every employee understands the importance of safety and security

Must have sanitation of SAFE Serve certification

In large hotels, sanitation is the responsibility of the housekeeping department

In large restaurants, sanitation is the responsibility of the chef or kitchen manager

Security may be delegated to the security department Safety training may be delegated to the human resources department

MARKET THE BUSINESS General manager is responsible for increasing sales.

Must advertise and promote

Marketing includes all tasks done to increase sales

MANAGEMENT SKILLSSection 3

DELEGATION SKILLS A company’s organizational chart shows how

the general categories of responsibility are delegated

A good manager can assign the proper people to the smaller jobs in order to get the larger job finished

MANAGEMENT STYLES Autocratic Style – manager gives orders to employees

Employees are expected to carry out the orders immediately and without questions Management style does not share power with employees Style is often necessary when training new employees or during emergencies

Bureaucratic Style – manager seeks to employee input before he or she makes a final decision

Manager has final authority, but listens to employees before making final decisions

Democratic Style - Manager shares the decision making with the employees

Manager builds trust, respect and commitment from his or her employees Tends to be a good communicator and team leader

Laissez-faire Style – employees make all the decisions Described as the “hands-off” approach Is appropriate when employees are experienced and know what they are doing

ORGANIZATIONAL, MOTIVATION & COMMUNICATION SKILLS Organizational Skills – are the skills that enable you to keep your

tools and information in order Also includes time management skills

Motivated Worker – is one who willing puts forth the effort of the job Unmotivated employees do not perform well on the job Recognition is the easiest and best way to motivate people Rewards are essential Work itself can motivate people Opportunities for advancement Professional development Help employees meet the demands of their multiple roles in life

Flexible scheduling

Communication Skills Managers need to know how to listen Need to understand diversity Include public speaking, presentations, interpersonal skills, and leadership

TECHNICAL & COMPUTER SKILLS Managers must:

Have a basic understanding of how to operate each piece of equipment Able to read and understand equipment manuals Must understand how to maintain equipment to reduce repair costs Must be able to use computers Computers help managers complete:

Employee scheduling

Forecasting customer counts

Order supplies

Managing inventory

Collecting sales information

Keeping financial records

Must be able to understand how to analyze a spreadsheet Must know how to use a computer to report the financial state of their

department