Hospitality Management

Hospitality Management Ch. 16 HS

The General Manager • General Manager – is a person responsible for the entire operation of one unit of a hospitality business • AKA Managing Director • Usually, have knowledge and experience in management, advertising, sales, marketing, design, engineering, finance, account, sanitation and safety • Top-level of management in a single-unit hospitality business • Delegates responsibilities to the each division manager • In small hotels, the front office manager will directly supervise employees • In large hotels, the front office is often divided into four categories: reservation, uniformed services, telecommunications, and front desk

Section 2 Management tasks

Set Goals & Oversee Customer Satisfaction • Main Goal of General Manager is to make sure that the business makes a profit • Must make sure that all employees, including division directors, department managers, and assistant managers, are focused on meeting goals • To determine customer satisfaction is by the number of repeat customers the business gets • Increased sales show customers are satisfied enough to return • Decreased sales show there are problems with customer satisfaction • Mystery Shoppers – is a person hired to anonymously stay at a hotel or eat a restaurant and observe the quality • Set standards for customer service and make sure they are met

Control Costs • Set Budgets • Budget – is a guideline for spending money • Are developed for each department • Monitor Purchasing, Receiving, and Inventory • Goods represent a major cost and investment of money • Make sure the business has the right amount of supplies to meet the customer needs • Can’t order too much or too little • Protect supplies from theft and spoilage • Control costs of supplies by approving all purchases

Control Costs • Cut Costs • Look for ways to reduce labor costs, food costs, supply costs and utility costs • Reduce waste • Make sure the workplace is safe • Good security

Keep Records • Generate many reports and financial records • Managers are responsible for keep these records • Needed for tax purposesand to determine the profit or loss • Files must be kept for each employee • Employee Personnel Files – files with information about each employee • Files contain evaluations, job descriptions, payroll, and benefit records • Files are confidential and should be locked up • Records are also needed for planning future needs of the business

Manage Human resources Four main tasks of Human Resources Management: • Hire and Train • Find the right person for the job • Provide appropriate training so person can succeed • Entry-Level Worker – is a worker with no previous work experience • Supervise • Means to oversee • Supervisor – is a manager who makes sure that each employee does his or her job properly • Is the manager closest to the workers • Available to answer questions or solve problems that occur while the employee is working • Trains employees on the details of their jobs • Plan Shifts • Schedules should be developed by taking the following items into consideration: • Upcoming events • The experience level of the employees • Holidays • Level of demand • Employees’ requests for certain shifts • Evaluation • Employee Evaluations – is a formal review and evaluation of an employee’s job performance (performance review or performance appraisal) • Help improve work performance • Provide a formal opportunity to communicate with the employee • Two types: annual review and performance review

Maintain the facility & Oversee sanitation and Safety • General manager is responsible for making sure the physical building, equipment, and grounds are properly maintained • In large businesses, responsibility is delegated to the engineering division • Make sure there is a schedule for regular maintenance • Responsible for making sure that employees are trained to use proper sanitation practices • Responsible for making sure that every employee understands the importance of safety and security • Must have sanitation of SAFE Serve certification • In large hotels, sanitation is the responsibility of the housekeeping department • In large restaurants, sanitation is the responsibility of the chef or kitchen manager • Security may be delegated to the security department • Safety training may be delegated to the human resources department

Market the Business • General manager is responsible for increasing sales. • Must advertise and promote • Marketing includes all tasks done to increase sales

Section 3 Management skills

Delegation skills • A company’s organizational chart shows how the general categories of responsibility are delegated • A good manager can assign the proper people to the smaller jobs in order to get the larger job finished

Management styles • Autocratic Style – manager gives orders to employees • Employees are expected to carry out the orders immediately and without questions • Management style does not share power with employees • Style is often necessary when training new employeesor during emergencies • Bureaucratic Style – manager seeks to employee input before he or she makes a final decision • Manager has final authority, but listens to employees before making final decisions • Democratic Style - Manager shares the decision making with the employees • Manager builds trust, respect and commitment from his or her employees • Tends to be a good communicator and team leader • Laissez-faire Style – employees make all the decisions • Described as the “hands-off” approach • Is appropriate when employees are experienced and know what they are doing

Organizational, Motivation & communication skills • Organizational Skills – are the skills that enable you to keep your tools and information in order • Also includes time management skills • Motivated Worker – is one who willing puts forth the effort of the job • Unmotivated employees do not perform well on the job • Recognition is the easiest and best way to motivate people • Rewards are essential • Work itself can motivate people • Opportunities for advancement • Professional development • Help employees meet the demands of their multiple roles in life • Flexible scheduling • Communication Skills • Managers need to know how to listen • Need to understand diversity • Include public speaking, presentations, interpersonal skills, and leadership

Technical & Computer skills • Managers must: • Have a basic understanding of how to operate each piece of equipment • Able to read and understand equipment manuals • Must understand how to maintain equipment to reduce repair costs • Must be able to use computers • Computers help managers complete: • Employee scheduling • Forecasting customer counts • Order supplies • Managing inventory • Collecting sales information • Keeping financial records • Must be able to understand how to analyze a spreadsheet • Must know how to use a computer to report the financial state of their department

Hospitality Management