1. Managing Foodservice Systems

2. Managing Food Service Systems Overview □Management staff role in hotel and F&B settings are very important to the success of the business run. Therefore, indicating what role each manager in all departments play is crucial to enable them to act as they are supposed to. Goal □The goal of this lesson is to give brief information about the roles of F&B managers, their roles and responsibilities within the organization.

3. Objectives At the end of this lesson, learners will be able to: □Define effectiveness and efficiency □List the roles of an F&B manager □Explain the important management skills an F&B manager must have

4. Efficiency Vs. Effectiveness □Efficiency □Doing things right □Too often without regard to the customer □Focusing on the task □Looking at the small picture □Effectiveness □Doing the right things □A focus that the customer has choices □A focus on adding value over competition □NOT a focus on being taken advantage of

5. Role of Manager □Interpersonal □Role model; leader □Informational □Formal methods to disseminate information that employees can trust □Decisional □Strategies for competing, allocating resources, and negotiator Role of Manager Interpersonal Informational Decisional

6. Inverted Pyramid For Service □Customers □Customer is at the top of the organization □Does not imply that the customer is always right □Focus on meeting customer’s needs; adding value □Employees □Internally, line employees are at the top in order of importance □Must provide training and confidence to empower employees to take care of customers’ needs Employees Middle Managers Top Management CUSTOMERS

7. Key Management Skills □Technical skills □Ability to understand what it takes to do the job of their subordinates. □It is not so important that the manager has performed the exact job. □Human skills □Success today will depend on working with others. □Team players are going to be more successful than individual stars. □Conceptual skills □Understanding the entire system.

8. Key Management Functions □Forecasting □Having a map of where you are going □Planning □Ensuring that resources are available when required □Short-term and Strategic (long-term) □Organizing □Creating a hierarchy that best meets the needs of customers

9. Key Management Functions (continued) □Communicating □Can be formal or informal; must ensure that all employees feel they know what is going on □Leading □Motivating staff to achieve the goals of the organization