2. 19
Hospitality Management

3. 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

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

5. 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

6. 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

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

8. 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

9. 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

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

11. 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

12. 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)

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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