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

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 hishotels.Stouffers adapted Taylor’s and Fayol’s ideas to their restaurantsJohnson, Sanders, Kroc, and Wilson all played key roles in developing franchise organizations based on voluntary adherence, mutual interest, and shared knowledge.

Pioneers!

TH117: Global HospitalityUnit 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 HospitalityPlanning Concepts

Planning concepts: 1) Policies2) Plans3) Rules4) Methods,5) Procedures6) Standards7 ) Budgets8) Strategies9) 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 HospitalityHerzberg’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 includes 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!