19 Hospitality Management

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

Objectives List seven management skills. Compare and contrast the four styles of management.

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

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

Management Tasks Goal setting Customer satisfaction Cost control Record keeping Human resources Facility maintenance Sanitation and safety Marketing

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

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

Control Costs To help increase profitability by controlling costs, managers must set budgets monitor purchasing, receiving, and inventory cut costs

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

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)

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

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

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

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

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

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

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

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

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

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

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

Chapter 19 Review 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 continued

Chapter 19 Review 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 continued

Chapter 19 Review Why do managers need to delegate? They cannot do all tasks by themselves. Name the four management styles. autocratic, bureaucratic, democratic, laissez-faire