Objective 4.01

Hospitality Management

General ManagerManaging DirectorMystery ShopperBudgetEmployee Personnel

FilesEntry-level workerSupervisor

Employee EvaluationPerformance ReviewPerformance

AppraisalAutocratic StyleBureaucratic StyleDemocratic StyleLaissez-faire styleMotivated workerOrganization skills

General ManagerPerson Responsible for entire Operation of one Unit.

Could also be known as the “Managing Director”. Normally they are considered to be in the “upper level of management AKA-Executive level.

The “main” goal of GM is to make a profitThe basic duties in Hospitality Management

Include:Welcoming CustomersProducing products and services that meet customer needsProtecting customers from being harmedSelling products and services for a profit legallyPlanning and making sure that the business accomplishes

what it’s goals

The (8) tasks of the General Manager include:

1. Goal Setting2. Customer Satisfaction

- Mystery Shopper – Secret customer of hotel grading property

3. Control Costs4. Record Keeping5. Human Resources6. Facility Maintenance7. Sanitation and Safety8. Marketing

How do Hospitality Managers Control Costs?

1. Setting Budgets2. Monitoring Purchasing3. Receiving4. Inventory5. Looking for ways to cut costs

Four Main tasks of Human Resources

1. Hiring and Training2. Supervising3. Planning Shifts4. Evaluating

(7) Valuable Management SkillsDelegationManagement StylesMotivationCommunicationTechnicalComputerOrganizational

A GOOD hotel manager should be able to study a specific task that needs to be completed and design the internal structure of the business in ANY setting.

(4) Styles of Management Autocratic Style – Managers/Leaders make all the decisions.

Employees are not consulted on decision making. Managers want that power.

Bureaucratic Style – “By the book”. Follows Policy and Procedures and does not vary. More of a “policy police” rather than a leader.

Democratic Style – The leader is a “coach”. A lot of interaction with employees. Values employee input. Most popular style of management. Manager does have final say.

Laissez-faire Style – “Hands Off” style. Management provides little or no support to employees. This style may be used with employees who desire little or no direction. Well educated, trained, and are self motivated.

Chapter (15) Page 147 (19-24) .Page 148 (1-12) Page 149-150 (1-15)

Chapter (16) Page 157 (1-9)

List four basic duties of a hospitality manager.State the main responsibility of a general

managerList the eight tasks of managers.Describe how managers control costs.Describe the four main tasks of managing human

resources.List seven management skills.Give examples of the four styles of management.

Any Questions