Final Exam Notes Chapters 7 8 12 13 14 These notes cover in great detail the lectures from this week as well as the key terms from each of the five chapters in the book I followed this formula with my last study guide and got very positive feedback from the results students received using this Her exams have focused very very heavily on the lecture notes to test if you are listening while in class so no detail is off limits based off of her previous exams Best of luck Monday 8 2 11 Human Resources Will not ask you to memorize names The human resources function is behind the scenes helps determine who gets hired and that the laws are in compliance A lot of times the person who is in charge of HR is a lawyer If the company takes care of their employees then the employees will take care of the company o By doing this the company will end up with a well balanced 360 degree employee company and customer relationship that can be evaluated at all of those levels Responsibilities of someone in HR lots of terminology you should be aware of HR serves as the axis of a wheel because you communicate with each of the departments Borders employees should have seen the Kindle coming recognizing trends are important Turnover is an important concept employees coming and going o Voluntary o Involuntary If you can only be good at one thing have it be hiring great people Job analysis this when an HR person goes through and looks at exactly what work needs to be accomplished in order for the job to get done o Put together the job descriptions and job specifications know the difference Job description task responsibilities and duties of that job what they want you to do Job specifications skills knowledge and abilities Elastic clause something you would see on a job description at the bottom says that in addition to what you think you re going to do your duties will include anything else the boss may ask you to do The person in charge of dishwashing might be asked to take out the trash It will say something like anything else the boss deems necessary to run the business Job enlargement vs job enrichment o Job enlargement not giving more responsibilities just giving you more tasks very horizontal may happen if someone goes form part time to full time o Job enrichment ask them for their opinion Talks about asking the dish washer their opinion on glassware ask them to learn more about the machine ask them to learn about inventory Job rotation able to move around if a dish washer becomes a chef you know you can count on them Team building your team has to know that they re all on one team o Talks about how night shift people dislike the day shift people and vice versa because they never work together Hiring Want to look for more current applications Types of questions you would ask someone what can you contribute She asked people what they knew about the Dedman school of hospitality Can you tell me about an experience about a customer that was angry and you turned their attitude around o Open ended questions are key You re not supposed to write on an application use sticky notes Be familiar with progressive discipline for a problem employee give someone a verbal warning then a written warning then a suspension then termination People would walk in front of the Hilton for lunch and pass them instead of coming inside to eat at the Hilton Question on the test Mr Roboto was the one company that everyone in the class said they liked and raised Chapter 8 Marketing their hands The 5 P s o Product a good or service something the customer needs or wants o Place location channel of distribution o Price value price compared to competition o People o Promotion Restaurant in Monroeville PA called McDanes has a policy that says no children under age 6 are allowed in the building o This is legal o Nothing in the civil rights act that protects children o This might trend and become more popular Tuesday 8 2 11 Resort Fees You ll stay at a resort and then when you check out they tell you there was a 50 resort fee per night that they disguised as utility fees If they don t give you advanced notice that there is a resort fee and then ask you to pay it it is against the law Fees are going off the charts they re on the rise o Bag fees for airlines o One of her students was charged 40 day for a spa fee on a recent trip when there was nothing Smurf traditionally social military religious teaching fraternal groups o Big groups of people looking for a place to hold an event like a class reunion o Groups look for a good price o Saves on marketing expenses big events that give a lot of business Request for proposal RFP o At your 10 year high school reunion they care what you look like o At your 20 year high school reunion they care about your career o At your 30 year high school reunion no one cares what you look like your career o Check book definition Marriott o Will have someone that is considered the marketing director for the southeastern United States whose job is to visit all the Courtyard Marriott s in their area o That persons salary is probably prorated over all of the Marriott s they visit spread out Properties don t like this because they don t believe they get enough benefit Their property might be happy the way things are and operating at a high occupancy rate The Tallahassee market might not be a big one Entrepreneurship Deciding you want to own your own business Sweet are the uses of adversity Shakespeare Teacher was angry that a job told her they wanted her but didn t have the money to hire her she was frustrated so she channeled her frustration into buying houses and making money through that Isn t true that millionaires are the only people that start businesses Had a handful of friends that are over 60 that didn t start their own business even though they thought of it o Said they were waiting for the right time o There is never a right time to start your business If you want to be successful in any business you need to possess the quality to listen To own your business you need to have a lot of energy o If you enjoy what you re doing you get your energy from wanting to do your job She bought a house and placed a For Rent sign in the front lawn that kept getting taken away because the home owners association had a very strict policy and didn t allow them o Only rented them to people that really care about the house o Most landlords won t rent to people who …
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