Question AnswerCHAPTER 9: OPERATIONS MANAGEMENTWhen does true leadership occur?How is the “service vision” defined in the chapter?What percentage of the communication is non-verbal?What is required when you manage the operations of a company?What are the basic qualifications for a successful manager?Why is a personal code of ethics necessary for a manager?When followers make a true choice to follow the leaderSuccessful 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.70%Technical SkillsTechnical Skills, Judgment, Conceptual Skills, Interpersonal Skills, Integrity and a Sense of Ethics.A personal code of ethics is necessary for a manager to: ensure truth, a lack bias, consistency, and respect when interacting with othersImplement goals & objectives of the companyWhat’s included in the supervision of employees?What should you do as a supervisor?Who is responsible for identifying the mission of a company?What are the three areas (parts) that define leadership?What’s included in controlling the service function of management?Direct work of the line-level employeesCloser to employees than other managersDemonstrate technical skillsCoordinate, facilitate, and support front line employeesRole is crucial to the success of the operationDuties are multi-facetedTechnical skills are most importantTop management/managerLeadership is a:personal and human experienceart and a sciencesubjective activeinteractive(effective &successful)Comparing employees’ performance to objectives and goals of the companyAssuring company is headed in right directionWhat 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?What is the author's definition of management?(2 meanings) What do managers do within operations?What is the difference between management and operations?How has management changed historically?Capable of making corrections as necessaryVision PlanningTake place after an event has occurred, as when a general manager reviews a monthly “profit and loss” statement for a hotelManagement is the process of getting tasks accomplished through peopleResponsible for:The work of othersDeciding the tasks people should performDeciding how they can accomplish these goals to the best of their abilityOperations management is an act…. It is the job that the management doesColonial times: Do what I say or you are firedNow role of management has changed to coaching and facilitatingDefine technical skills as a management function. Define judgment as a management function.Define conceptual skills as a management functionDefine interpersonal skills as a management functionCHAPTER 10: MARKETINGEvery organization must have a goal. What is it?In the field of hospitality and tourism, who determines which products will succeed?According to the chapter, which the best way to market a good business product or service? Having the knowledge of and ability to perform a particular job or taskAbility to make sound and wise decisionsAbility to see the company or department as a whole and understand how the different parts work together The ability to understand people and work well with them on an individual basis and in groupsCREATE and RETAIN satisfied, profitable customersConsumers Design or offer a product or service that consumers wantProduct, place, price, promotionThe key elements of the marketing mix:Why is packaging important?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? Increases customer value through the bundling of multiple products and servicesProfitability comes from the ability to RETAIN customersAll are lower cost promotional alternativesMotivated by four primary factors: physical, cultural, interpersonal, and status and prestigeAdvertising and other non-personal media are used to attractMake up a large portion of lodging industry revenuesHave the potential for frequent repeat businessEasier to identify and reach than pleasure travelersAdvertising may be heavily used to attract this groupDirectly: direct contact and technology Indirectly: Wholesale intermediaries whoHow does the hospitality marketing system reach potential customers?How is the lodging industry divided or segmented? Who responsible for marketing to groups in hotels?How do hotels market to individuals?Key aspects of group business travelers:might sell to retail travel agencies, who then sell to the final customerImpersonally: Marketing promotional tools, Advertising, Public relationsSegmented according to the purpose of travel: business or pleasureSales force (most expensive marketing and sale channel)Advertising and non-personal promotional mediaMeetings and conventions are a large source of business for the lodging industrySizes range from 10 attendees to groups of thousandsOccupy hotel rooms for an average of three nightsMeet for many reasonsSelect meeting sites based on facilities’ ability to satisfy the purposes of meetingsLodging facility sales force work through group decision makers1. Marketing is a carefully designedKey concepts of marketing: AIDA:Supply and Demandstrategy composed of marketing inducements to create and retain profitable customers2. Marketing is a customer relationship development process that is influenced by everyone in the organization3. 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 CONSUMERSBringing 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 referralsCan provide positive coverage and reach different audiences and/pr create new marketsSocial
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