1. Hospitality Operations Objective 4.01 Hospitality Management

2. 4.01 – Hospitality Management General Manager General Manager Person Responsible for entire Operation of one Unit. Could also be known as the “Managing Director”. Person Responsible for entire Operation of one Unit. Could also be known as the “Managing Director”. The “main” goal of GM is to make a profit The “main” goal of GM is to make a profit The (4) basic duties in Hospitality Management Include: The (4) basic duties in Hospitality Management Include: Welcoming Customers Welcoming Customers Producing products and services that meet customer needs Producing products and services that meet customer needs Protecting customers from being harmed Protecting customers from being harmed Selling products and services for a profit legally Selling products and services for a profit legally

3. 4.01 – Hospitality Management The (8) tasks of the General Manager include: The (8) tasks of the General Manager include: 1. Goal Setting 2. Customer Satisfaction - Mystery Shopper – Secret customer of hotel grading property 3. Control Costs 4. Record Keeping 5. Human Resources 6. Facility Maintenance 7. Sanitation and Safety 8. Marketing

4. 4.01 – Hospitality Management How do Hospitality Managers Control Costs? How do Hospitality Managers Control Costs? 1. Setting Budgets 2. Monitoring Purchasing 3. Receiving 4. Inventory 5. Looking for ways to cut costs

5. 4.01 – Hospitality Management Four Main tasks of Human Resources Four Main tasks of Human Resources 1. Hiring and Training 2. Supervising 3. Planning Shifts 4. Evaluating

6. 4.01 – Hospitality Management (7) Valuable Management Skills (7) Valuable Management Skills Delegation Delegation Management Styles Management Styles Motivation Motivation Communication Communication Technical Technical Computer Computer Organizational Organizational

7. 4.01 – Hospitality Management (4) Styles of Management (4) Styles of Management Autocratic Style – Managers/Leaders make all the decisions. Employees are not consulted on decision making. Managers want that power. Autocratic Style – Managers/Leaders make all the decisions. Employees are not consulted on decision making. Managers want that power. Bureaucratic Style – “By the book”. Follows Policy and Procedures and does not vary. More of a “policy police” rather than a leader. Bureaucratic Style – “By the book”. Follows Policy and Procedures and does not vary. More of a “policy police” rather than a leader. Democratic Style – The leader is a “coach”. A lot of interaction with employees. Values employee input. Most popular style of management. Manager does have final say. Democratic Style – The leader is a “coach”. A lot of interaction with employees. Values employee input. Most popular style of management. Manager does have final say. Laissez-faire Style – “Hands Off” style. Management provides little or no support to employees. This style may be used with employees who desire little or no direction. Well educated, trained, and are self motivated. Laissez-faire Style – “Hands Off” style. Management provides little or no support to employees. This style may be used with employees who desire little or no direction. Well educated, trained, and are self motivated.

8. 4.01 – Hospitality Management Today’s Assignments Today’s Assignments 1. Finish Vocabulary Review assignment – Due Today 2. Complete 4.01 – Word search – Due Today/Book Work Pg.381 Review 1-4 (On back of Word Search) 3. Complete Following Vocabulary – Informal/Picture Definition 1. Mystery Shopper 2. Budget 3. Supervisor 4. Performance Review 5. Organizational Skills 6. Motivated Worker 7. Democratic Style 8. Autocratic Style 9. Bureaucratic Style 10. Laissez-Faire Style 11. Answer Questions – Pg. 381 – Review – 5-10.