Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties

Chapter19Hospitality Management

Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc.

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


• 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

Chapter 19 Review

continued


• 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

Chapter 19 Review

continued


• Why do managers need to delegate?– They cannot do all tasks by themselves.

• Name the four management styles.– autocratic, bureaucratic, democratic, laissez-

faire

Chapter 19 Review

Documents

Chapter 19 Hospitality Management Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives List four basic duties