Exam 4 Study Guide Class Notes and Key Book Definitions These are the notes from class discussions which were the emphasis of the last exam Also included below will be the key terms from Chapters 6 9 and 35 Class Notes Friday 7 22 11 Assisted Living Facilities Senior Services Management Administrators of retirement centers Really good pay low stress like being the mayor of a village Recruiters like to hire hospitality majors for two reasons hospitality majors understand business and that we have a heart working with the public Successful managers all have a great relationship with their grandparents Number one area retirees want to complain about is the food their taste buds change Elderly people don t want to complain because they re afraid there will be retaliation Lobby New ones look like nice homes more residential look with mailboxes outside the home Characteristics of old retirement homes Smell bad institutional looking doors right across from each other Lots of residents are on a special diet Looks for a retirement home fountain flowers easy to get out of furniture door and wall should not be the same color no glass tables glass windows in the door are good pianos fireplace is a good idea large spiral staircases are good o A bright yellow paint will make Parkinson s worse Friends don t visit their friend who is sick because they re afraid it might happen to them In a high rise building there will be an elevator that goes straight up to the assisted living floor and bypass the floors with sick people Independent living would choose to live in a retirement community but is completely independent in good health have their own car o Marketing person should have a clear view of the parking lot Closest room to the dining room is most coveted yard is in bad shape rotten food poor eating habits not taking medication Sign of someone not being able to take care of themselves can t clean don t want someone else they don t know coming in Alzheimer s Paint rooms different colors Memory box there for the purpose of helping a resident know it is their room o Should have a picture of them when they re younger around 25 Sundowning as the sun goes down people with Alzheimers want to start walking around When retirement members passed away o Felt satisfaction knowing they tried everything they can to help them Go online type in the villages type up 5 different things you notice about going on their website Monday 7 25 11 Leadership and Management Higher the very best people you can and then get out of their way Anticipate their needs and take of it before it becomes a problem write a list and prioritize Able to communicate ideas clearly E mails are great for keeping track of what was said because you can refer back to them if you forget something Beware of reply all Example of communicating to employees if you are the manager of a Taco Bell you would say we need to sell 30 more tacos instead of saying we need to raise revenues by 1 Skills Top managers are visionary think of where the company will be in 5 years real estate acquisitions Judgment think things through We are now in a take it or leave it mind set Decision making huge part of being a manager o She stopped making instant decisions Need to make sure that decisions to not conflict Ethics had a boss tell her sometimes you just have to lie which made her lose trust 96 of law suits get settled out of court The easiest way to avoid being sued is to avoid it all together Emotional temperature Talked about server telling a customer that they can have a salad made without pine nuts serious health ramifications Risk management there job is to do an analysis to fix a potential problem and what it would cost to not fix it and deal with paying out settlements Torts aspect of law that covers things such as negligence Assault sense of fear believe to be threatened Battery physical contact Intellectual property McDonalds sued McSleep Inn and won owned the name trademark infringement Tuesday 7 26 11 Guest Speaker Re Dedman School of Hospitality Dedman School of Hospitality Train people to be managers not food servers like people think Club Corp started by Dedman and is a source of internships for hospitality students Florida Restaurant Association is the biggest Hospitality Student Club Hospitality GPA requirement is 2 6 Hospitality requires students to do an internship PGA students have to do 6 full months Study abroad in Leysin Switzerland Dddman School of Hospitality has a career fair every year that hosts over 50 leading hospitality company Dedman School has a 100 placement rate within 3 months of graduation What Sets us Apart Couple key points she emphasized at the end Ranked as one of the top hospitality schools in the nation Has a professional golf management program within the hospitality major Nearly 100 job placement after graduation Key Terms from Chapters 6 9 35 in the book Chapter 6 Operations Conceptual skills the ability to see the company or department as a whole and understand how the different parts work together Control comparing the performance of employees in a workforce against the objectives and goals that have been set by the company Empowering where a contemporary leader has created the organizational work environment in which staff members are trained in necessary skills enabling them to handle most customer service encounters management must support the decisions made by the staff members Ethics a set of principles that managers apply when interacting with people and their organizations fair and equal treatment truth lack of bias consistency and respect of others Interpersonal skills the ability to understand people and work well with them on an individual basis and in groups Labor intensive the business or industry that employs a large number of employees to provide customers with a product or service Leadership the influencing of others to channel their activities toward reaching the goals of the business Management the process of getting tasks accomplished through people Moral development theory Lawrence Kohlberg s conception of the three components for morality and leadership preconventional conventional and postconventional Organizing the efforts involved with determining what activities are to be done and how employees are grouped together to accomplish specific tasks Planning the establishment of goals and objectives and deciding how to accomplish these goals Staffing supplying the human requirements necessary to
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