Hospitality Hospitality OperationsOperations

Objective 4.01Objective 4.01

Hospitality ManagementHospitality Management

4.01 – Hospitality 4.01 – Hospitality ManagementManagement

General ManagerGeneral Manager Person Responsible for entire Operation of one Person Responsible for entire Operation of one

Unit. Could also be known as the “Managing Unit. Could also be known as the “Managing Director”.Director”.

The The “main”“main” goal of GM is to make a profit goal of GM is to make a profit The (4) basic duties in Hospitality The (4) basic duties in Hospitality

Management IncludeManagement Include:: Welcoming CustomersWelcoming Customers Producing products and services that meet customer Producing products and services that meet customer

needsneeds Protecting customers from being harmedProtecting customers from being harmed Selling products and services for a profit legallySelling products and services for a profit legally

4.01 – Hospitality 4.01 – Hospitality ManagementManagement

The (8) tasks of the General Manager include:The (8) tasks of the General Manager include:1.1. Goal SettingGoal Setting

2.2. Customer SatisfactionCustomer Satisfaction- Mystery Shopper – Secret customer of hotel grading - Mystery Shopper – Secret customer of hotel grading

propertyproperty

3.3. Control CostsControl Costs

4.4. Record KeepingRecord Keeping

5.5. Human ResourcesHuman Resources

6.6. Facility MaintenanceFacility Maintenance

7.7. Sanitation and SafetySanitation and Safety

8.8. MarketingMarketing

4.01 – Hospitality 4.01 – Hospitality ManagementManagement

How do Hospitality Managers How do Hospitality Managers Control CostsControl Costs??

1.1. Setting BudgetsSetting Budgets

2.2. Monitoring PurchasingMonitoring Purchasing

3.3. ReceivingReceiving

4.4. InventoryInventory

5.5. Looking for ways to cut costsLooking for ways to cut costs

4.01 – Hospitality 4.01 – Hospitality ManagementManagement

Four Main tasks of Human Four Main tasks of Human ResourcesResources

1.1. Hiring and TrainingHiring and Training

2.2. SupervisingSupervising

3.3. Planning ShiftsPlanning Shifts

4.4. EvaluatingEvaluating

4.01 – Hospitality 4.01 – Hospitality ManagementManagement

(7) Valuable Management Skills(7) Valuable Management Skills DelegationDelegation Management StylesManagement Styles MotivationMotivation CommunicationCommunication TechnicalTechnical ComputerComputer OrganizationalOrganizational

4.01 – Hospitality 4.01 – Hospitality ManagementManagement

(4) Styles of Management(4) Styles of Management Autocratic StyleAutocratic Style – Managers/Leaders make all the decisions. – Managers/Leaders make all the decisions.

Employees are not consulted on decision making. Managers Employees are not consulted on decision making. Managers want that power.want that power.

Bureaucratic StyleBureaucratic Style – “By the book”. Follows Policy and – “By the book”. Follows Policy and Procedures and does not vary. More of a “policy police” rather Procedures and does not vary. More of a “policy police” rather than a leader.than a leader.

Democratic Style – The leader is a “coach”. A lot of interaction Democratic Style – The leader is a “coach”. A lot of interaction with employees. Values employee input. Most popular style of with employees. Values employee input. Most popular style of management. Manager does have final say.management. Manager does have final say.

Laissez-faire Style – “Hands Off” style. Management provides Laissez-faire Style – “Hands Off” style. Management provides little or no support to employees. This style may be used with little or no support to employees. This style may be used with employees who desire little or no direction. Well educated, employees who desire little or no direction. Well educated, trained, and are self motivated.trained, and are self motivated.

4.01 – Hospitality 4.01 – Hospitality ManagementManagement

Today’s Assignments Today’s Assignments 1.1. Finish Vocabulary Review assignment – Due TodayFinish Vocabulary Review assignment – Due Today2.2. Complete 4.01 – Word search – Complete 4.01 – Word search – Due Today/Book Work Due Today/Book Work

Pg.381 Review 1-4 (On back of Word Search)Pg.381 Review 1-4 (On back of Word Search)3.3. Complete Following Vocabulary – Informal/Picture DefinitionComplete Following Vocabulary – Informal/Picture Definition

1.1. Mystery ShopperMystery Shopper2.2. BudgetBudget3.3. SupervisorSupervisor4.4. Performance ReviewPerformance Review5.5. Organizational SkillsOrganizational Skills6.6. Motivated WorkerMotivated Worker7.7. Democratic StyleDemocratic Style8.8. Autocratic StyleAutocratic Style9.9. Bureaucratic StyleBureaucratic Style10.10. Laissez-Faire StyleLaissez-Faire Style11.11. Answer Questions – Pg. 381 – Review – 5-10.Answer Questions – Pg. 381 – Review – 5-10.