th117: customer experience, organizational planning and human resources units 5, 6 & 7 note:...
Post on 14-Dec-2015
214 Views
Preview:
TRANSCRIPT
TH117: Customer Experience, Organizational Planning and Human Resources
Units 5, 6 & 7
Note: This seminar will be recorded by the instructor.
Unit 5 : Management •The function of management is the core focus of this unit. •Three central ideas about management are conveyed in this unit.. • Management, although changing, involves a specific way of thinking. As new techniques are developed, they build on the base of earlier work. • Management is problem solving and its work creates value by responding to the needs of both employee and customer, whom management serves.
TH117: Global Hospitality
Management: From a Service Viewpoint
Peter Drucker, the economist and management consultant, stated that the basic purpose of business is to “create a customer,” that is, to determine unfulfilled consumer needs and find a way to fill them.
Questions?
TH117: Global Hospitality
TH117: Global Hospitality
Four Questions for a Hospitality Manager:
To answer this question, Drucker posed a series of additional questions:
■ Who is the customer?■ What is value to the customer?■ What will our business be?■ What should our business be?
TH117: Global Hospitality
Pioneers in Management Theories
Taylor and his work process focus
Fayol and administrative management
Mayo and his concern with the worker
TH117: Global Hospitality
Pioneers in Hospitality Management: Statler introduced the idea of a popular-priced, full-service hotel, as well as uniform standards in all hishotels.Stouffers adapted Taylor’s and Fayol’s ideas to their restaurantsJohnson, Sanders, Kroc, and Wilson all played key roles in developing franchise organizations based on voluntary adherence, mutual interest, and shared knowledge.
TH117: Global HospitalityUnit 6: Organizational Planning
A new way of thinking in the Hospitality Management discipline advocates all the management functions are lively, real, and potentially useful to worker, supervisor, and manager alike
TH117: Global HospitalityPlanning Concepts
Planning concepts: 1) Policies2) Plans3) Rules4) Methods,5) Procedures6) Standards7 ) Budgets8) Strategies9) Tactics
TH117: Global Hospitality
Important Planning Strategies
Managers should consider:
Product and service strategies Human-resources strategies Community relations strategies
Five bases for dividing:
1)Function
2)Product or service
3)Geography
4)Customer
5)Process
Bases for Dividing Work
Unit 7: Human Resources
• EMPLOYEE MOTIVATION
• Most definitions include the ability of a leader to motivate his followers to achieve a common goal
• Some of the things that motivate people:--Money, Fame, Fortune, Etc.--Altruism, Philanthropy, Intellect, Etc.
A group of individuals may be equally motivated to undertake a task, but the sources of their motivation may differ
TH117: Global HospitalityHerzberg’s Motivation and Hygiene Factors
• Hygiene Factors-Working Conditions-Policies/rules-Salary or benefits-Supervisors-Status-Job security-Fellow workers-Personal life
• Motivation Factor-Recognition-Achievement-Advancement-Growth-Responsibility-Job challenge
Types of Training
Fundamental Skills
Training includes interpersonal communication, basic skills,
and occupational safety/compliance.
Types of Training
Business Skills
Training includes customer relations, sales/dealer training,
competition/business practices, managerial/ supervisory skills,
executive development, and new employee orientation.
Types of Training
Technical Skills
Training include firm-specific technical skills, general
information technology skills, and professional skills.
Give People
• The skills to do their job
• The skills to effectively interact with others-Team Members-Managers-Employees-Customers
• Encouragement and Support
top related