TH117: Customer Experience, Organizational Planning and Human Resources Units 5, 6 & 7 Note: This seminar will be recorded by the instructor.

Unit 5 : Management The function of management is the core focus of this unit. Three central ideas about management are conveyed in this unit.. Management, although changing, involves a specific way of thinking. As new techniques are developed, they build on the base of earlier work. Management is problem solving and its work creates value by responding to the needs of both employee and customer, whom management serves. TH117: Global Hospitality

Management: From a Service Viewpoint Peter Drucker, the economist and management consultant, stated that the basic purpose of business is to “create a customer,” that is, to determine unfulfilled consumer needs and find a way to fill them. Questions? TH117: Global Hospitality

Four Questions for a Hospitality Manager: To answer this question, Drucker posed a series of additional questions: ■ Who is the customer? ■ What is value to the customer? ■ What will our business be? ■ What should our business be?

TH117: Global Hospitality Pioneers in Management Theories  Taylor and his work process focus  Fayol and administrative management  Mayo and his concern with the worker

TH117: Global Hospitality Pioneers in Hospitality Management:  Statler introduced the idea of a popular-priced, full- service hotel, as well as uniform standards in all his hotels.  Stouffers adapted Taylor’s and Fayol’s ideas to their restaurants  Johnson, Sanders, Kroc, and Wilson all played key roles in developing franchise organizations based on voluntary adherence, mutual interest, and shared knowledge.

Pioneers!

TH117: Global Hospitality Unit 6: Organizational Planning A new way of thinking in the Hospitality Management discipline advocates all the management functions are lively, real, and potentially useful to worker, supervisor, and manager alike

TH117: Global Hospitality Planning Concepts Planning concepts: 1) Policies 2) Plans 3) Rules 4) Methods, 5) Procedures 6) Standards 7 ) Budgets 8) Strategies 9) Tactics

TH117: Global Hospitality Important Planning Strategies Managers should consider:  Product and service strategies  Human-resources strategies  Community relations strategies

TH117: Global Hospitality

Five bases for dividing: 1)Function 2)Product or service 3)Geography 4)Customer 5)Process Bases for Dividing Work

Example of Org Chart

Unit 7: Human Resources EMPLOYEE MOTIVATION Most definitions include the ability of a leader to motivate his followers to achieve a common goal Some of the things that motivate people: --Money, Fame, Fortune, Etc. --Altruism, Philanthropy, Intellect, Etc. A group of individuals may be equally motivated to undertake a task, but the sources of their motivation may differ

TH117: Global Hospitality Herzberg’s Motivation and Hygiene Factors Hygiene Factors -Working Conditions -Policies/rules -Salary or benefits -Supervisors -Status -Job security -Fellow workers -Personal life Motivation Factor -Recognition -Achievement -Advancement -Growth -Responsibility -Job challenge

Types of Training Fundamental Skills Training includes interpersonal communication, basic skills, and occupational safety/compliance.

Types of Training Business Skills Training i ncludes customer relations, sales/dealer training, competition/business practices, managerial/ supervisory skills, executive development, and new employee orientation.

Types of Training Technical Skills Training include firm-specific technical skills, general information technology skills, and professional skills.

Give People The skills to do their job The skills to effectively interact with others -Team Members -Managers -Employees -Customers Encouragement and Support

QUESTIONS/ CONCERNS?????

Thanks for Coming: See you in Week 8!