HFT 1000 Midterm Chapter 10 Service work or assistance done for others as an occupation or business Hospitality guest service welcoming strangers and in a short time making them feel like part of the family o Many hospitality companies have made this part of their All staff members involved in a service o Corporate execs service attitude starts at the top and trickles marketing down o Hospitality managers top management at an individual hospitality property has an even greater impact on guest services offered by the employees o Line level front of house employees the most important part of providing great guest service as they are the front line who interacts with your guests Need to have the tools necessary to provide the service your guest are looking for o Line level back of house employees housekeepers bussers etc need to be trained as if they are directly involved in guest services Main job duties are not guest related more and more they are being expected to answer questions from guests handle complaints do not traditionally provide guest services but they do so on a daily basis Foundations of service excellence o We have guests not customers clients o Be guest focused o Two ears one mouth for a reason o Moments of truth are more than the first impression o Give guests what THEY want not you The Service Circle Seven 7 steps to assure you are providing guest service that s needed desired o Know what your guest truly want o Determine standards of performance based on those needs o Train and develop all your staff to develop and teach those standards of performance o Monitor the service being offered to your guests o Offer service recovery if needed o Continually evaluate your service circle o Make changes as needed to keep current with guest needs Other industries such as health care retail look to the hospitality industry for their guest service training when trying to improve customer experience Guest service best practices in hospitality are easily transferrable to other industries Chapter 11 Operations Management those in charge of directing business affairs o Group individual who receive their authority from ownership or a directive from organizations to oversee the entire operation o Managers use this authority along with the resources that are supplied from the business to produce a product or service that creates an operation o The operation of a sale services itself becomes an additional product that engages management compensations employee wages and dividends paid to owners o One distinguishes management and operations into categories of managing itself consulting or just doing routine operative tasks Hospitality Managers Role process of getting tasks accomplished through people Managers should accomplish their goals by acquiring skills and knowledge and then pass these qualities on to employees Assigning Work Curtis and Manning discuss how a manager can improve his skills and assign work more effectively o Consider the availability of the employees time and whether this is the ideal person to do the job o Use work assignments as a means of developing people o Know exactly what you want to communicate before giving an order o Follow oral communication with a note keep a copy o Ask rather than tell o Use correct language for employees training level o Make logical sequence of assignments o Be considerate by NEVER apologetic o Talk deliberately and authoritatively but avoid shouting across a room or making unnecessary show of power o Give the opportunity to ask questions o Follow up to make sure everything is going smoothly What Management Does products are not visibly ready but management is o The avg employee may not see what management does but o The value of a business is based on its management talent as well as management does produce its physical assets Supervision in a service business is complex supervisors are under pressure because of the unpredictable nature of hospitality Managing Change must change itself to the dynamic society in which it operates Management styles change with the fluctuations in society o Tech Skills having the knowledge of and the ability to perform a Basic Qualifications Manager particular job or task Levels of Manager 3 levels operating policy o Top manager establish the organizations goals overall strategy and o Middle manager responsible for implementing the policies and plans developed by top management o Front line managers supervise and coordinate the activities of operating employees Operations Managers and often middle managers are directly involved with the operation of a department and must have the tech skills and know how of the particular systems they supervise o Operations managers train and direct employees on a daily basis and require a high level of tech skill and knowledge Basic qualifications Manager o Judgment having good sense o Hope to be qualified leaders must be able to make sound and wise decisions o Enthusiasm and positivity o Conceptual skills ability to conceptualize the company or department as a whole and understand how diff parts work together o The ability to think abstractly implement long range planning strategic decision making and weighing of ethical considerations o Interpersonal Skills ability to understand people and work well with them on an individual basis and also groups o Ability to lead motivate and communicate o Must recognize body language skills o Integrity and sense of ethics a persons level of morality is imperative and determines whether the leader is respected Levels of moral development 3 levels o Level 1 preconventional morality o Level 2 conventional morality o Level 3 postconventional morality Management can be separated into 3 levels o Top management limited number of senior execs In small properties the owner manager is the sole member of top management In large companies members of top management usually have titles chairman of board chief etc Determine direction of company develop goals and plans posses conceptual skills and responsible for strategic planning decisions o Middle management the department heads perhaps 2 to 20 are next highest in responsibility Several titles regional director general manager etc Have relational skills and coordinate plan implementation o Supervisory management line supervise is the first manager up the managerial ladder and the last one down most difficult to identify as management Implement goals and plans by directing work of the line
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