Question Answer CHAPTER 9 OPERATIONS MANAGEMENT When does true leadership occur How is the service vision defined in the chapter When followers make a true choice to follow the leader Successful service is best achieved through careful planning with a vision of the customers and the end result The service vision is defined by the results produced for the customers What percentage of the communication is non verbal What is required when you manage the operations of a company 70 Technical Skills What are the basic qualifications for a successful manager Technical Skills Judgment Conceptual Skills Interpersonal Skills Integrity and a Sense of Ethics Why is a personal code of ethics necessary for a manager A personal code of ethics is necessary for a manager to ensure truth a lack bias consistency and respect when interacting with others Implement goals objectives of the company What s included in the supervision of employees Direct work of the line level employees Closer to employees than other managers Demonstrate technical skills What should you do as a supervisor Role is crucial to the success of the operation Coordinate facilitate and support front line employees Duties are multi faceted Technical skills are most important Top management manager Who is responsible for identifying the mission of a company What are the three areas parts that define leadership art and a science Leadership is a personal and human experience subjective active interactive effective successful What s included in controlling the service function of management Comparing employees performance to objectives and goals of the company Assuring company is headed in right direction Capable of making corrections as necessary Vision Planning What is the most important characteristic a leader must have What is the most important management function Within operations management what is considered a post actional control Take place after an event has occurred as when a general manager reviews a monthly profit and loss statement for a hotel What is the author s definition of management Management is the process of getting tasks accomplished through people 2 meanings What do managers do within operations The work of others Responsible for Deciding the tasks people should perform Deciding how they can accomplish these goals to the best of their ability Operations management is an act It is the job that the management does Colonial times Do what I say or you are fired Now role of management has changed to coaching and facilitating What is the difference between management and operations How has management changed historically Define technical skills as a management function Having the knowledge of and ability to perform a particular job or task Ability to make sound and wise decisions Define judgment as a management function Ability to see the company or department as a whole and understand how the different parts work together Define conceptual skills as a management function The ability to understand people and work well with them on an individual basis and in groups Define interpersonal skills as a management function CHAPTER 10 MARKETING CREATE and RETAIN satisfied profitable customers Every organization must have a goal What is it Consumers In the field of hospitality and tourism who determines which products will succeed Design or offer a product or service that consumers want According to the chapter which the best way to market a good business product or service Product place price promotion The key elements of the marketing mix Increases customer value through the bundling of multiple products and services Why is packaging important Profitability comes from the ability to RETAIN customers In order to generate profits what s more important to retain customers or create new ones What does advertising promotions publicity and social media have in common What are the reasons why a recreational traveler is motivated to travel What s an effective way to attract the recreational traveler How does the chapter describe the key aspects of individual business travelers All are lower cost promotional alternatives Motivated by four primary factors physical cultural interpersonal and status and prestige Advertising and other non personal media are used to attract Make up a large portion of lodging industry revenues Have the potential for frequent repeat business Easier to identify and reach than pleasure travelers Advertising may be heavily used to attract this group Directly direct contact and technology Indirectly Wholesale intermediaries who How does the hospitality marketing system reach potential customers How is the lodging industry divided or segmented Who responsible for marketing to groups in hotels Advertising and non personal promotional media How do hotels market to individuals Key aspects of group business travelers might sell to retail travel agencies who then sell to the final customer Impersonally Marketing promotional tools Advertising Public relations Segmented according to the purpose of travel business or pleasure Sales force most expensive marketing and sale channel Meetings and conventions are a large source of business for the lodging industry Sizes range from 10 attendees to groups of thousands Occupy hotel rooms for an average of three nights Meet for many reasons Select meeting sites based on facilities ability to satisfy the purposes of meetings Lodging facility sales force work through group decision makers 1 Marketing is a carefully designed strategy composed of marketing inducements to create and retain profitable customers 2 Marketing is a customer relationship development process that is influenced by everyone in the organization 3 Marketing is a process that must be actively managed It takes effective marketing and sales efforts to create a level of AWARENESS INTEREST DESIRE and ACTION targeted at the CONSUMERS Bringing supply and demand together to make a profit is essential for any organization Marketing and sales link hospitality supply and demand in such a way that it creates repeat patronage and positive word of mouth or customer referrals Can provide positive coverage and reach different audiences and pr create new markets Key concepts of marketing AIDA Supply and Demand Social networking
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