Unit 3 Becoming a Leader/Manager in the Travel Industry By Allison Bentley

The Role of Managers Management: the effective coordination of individual efforts to achieve established goals.

Four basic functions of management: Planning Organizing Directing Controlling Management Functions

Planning The process of examining the future and establishing goals for an organization. Short-range Goals: a term used to describe goals that are to be achieved in the very near future. Long-range Goals: a term used to describe goals that are to be achieved over an extended period of time.

Organizing Actions designed to bring together and arrange the resources of a group to help it achieve its goals.

–Who will be responsible for making organizing decisions? –Which managers will be in charge of meeting specific goals? –Who will determine the number of additional individuals needed to achieve our goals? –Who will identify other additional resources needed to achieve our goals? –What organizational business structure will best help us meet our goals? When Organizing Resources, Managers Answer the Following Questions

Directing The process of supervising staff members in the workplace. Includes: –leading and inspiring others –teaching new skills and attitudes –helping workers develop –creating systems that compensate workers fairly

Controlling The process of comparing actual results to planned results and taking corrective action as needed. Includes: –checking-up or following-up on assigned tasks –comparing actual results with planned results –comparing progress with projections –eliminating obstacles that hinder goal achievement

Hotel Management Structure Organizational Chart: a visual portrayal of the jobs and positions of authority within an organization. –In larger hotels –In smaller hotels

General Manager Director of Marketing Sales Managers Front Office Manager Security Director of Engineering Director of Housekeeping Housekeeping Managers F & B Outlet Managers Front Officer Staff Bell Staff Conceirge Reservations Marketing Staff Controller Accounting Staff Director of Human Resources TrainingPayrollEmployment Sample Organizational Chart Large Hotel Property

The Role of the Hotel General Manager Key responsibilities of a hotel G.M.: Owner relations Staff development Property management Brand affiliation management Community relations

Staff Development Role Model: an individual who displays positive personal and professional characteristics that others find desirable. Mentor: to serve as a personal teacher. Also, one who mentors.

Property Management On any given day, a G.M. must know: –The number of guests that will be arriving –The number of guests that will be departing –The total number of rooms to be sold –That a record of each arriving guest’s name has been created and is readily available –The room rate to be paid by each guest

Property Management Line-level: those employees whose jobs are most often non-supervisory. These are typically positions where the employee is paid a per-hour wage (not a salary) and performs a recurring and specific task for the hotel. Sometimes referred to as an “Hourly.”

Property Management Through observation, G.M.s should be able to determine that: –Cleaning procedures used in the breakfast area must be improved –The maintenance tool storage area should be reorganized –“Comp” room reports need to be submitted, with a justification for each comp, to the G.M.’s office on a daily basis if this is not currently being done Comp: short for “complimentary” or “no-charge” for products or services.

Property Management Talents required for this part of the job: Organizational and coaching skills Analytical and financial analysis skills The ability to anticipate guest needs Competitive spirit Tremendous attention to detail

Hotel/Lodging Management Skills & Training Skills –Leadership Potential –People skills –Service orientation –Self-disciplined –Effective communication skill –Ability to organize and direct the work of others –Good knowledge of hotel operations  Safety and security measures  Repair and maintenance  Personnel practices –Knowledge of hotel financing is essential to operate a hotel profitably. Training –Hotel Management Training (offered by most colleges/universities & large hotel chains)