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HRTM Unit 2 Mgmt
Unit 2 Hospitality Management
| Term | Definition |
|---|---|
| management tasks | include setting goals, oversee customer satisfaction, controlling costs, keeping records, managing human resources, maintain the facility, and making a profit |
| mystery shopper | is a person hired to stay anonymously at a hotel or eat at a restaurant and observe the quality cleanliness, and service and then reports back to the company |
| budget | is a guideline for spending money that helps the business monitor spending and make decisions |
| skills for management | delegation skills, management style, motivation skills, communication skills, technical skills, technology skills, organizational skills |
| TRUE | good managers know how to delegate the right jobs to the right people |
| autocratic style | manager gives orders to employees and employees are expected to carryout the orders immediately without questioning |
| bureaucratic style | manager seeks employee input before he or she makes a final decision |
| democratic style | manager shares the decision making with employees. this manager builds trust, respect and commitment from his or her employees |
| laissez-faire style | the employer gives all power to the employees who make all the decisions. also called "hands off". Usually used when employees are well trained and skilled and can take over a specific part of the business with little to no input |
| TRUE | communication skills are necessary for a manager in order to effectively communicate with employees and customers |
| multi-unit businesses | can be either chains or franchises |
| Sole Proprietorship | proprietorship—only one person owns the business |
| Partnership | form of business ownership in which two or more people own the business |
| coporation | is a legal entity established for the purpose of doing business |
| stockholders | people who own stock in a corporation |
| single unit business | called an independent business |
| manager | a person who makes decisions for a business |
| chain | a multi-unit business with one name and one owner |
| franchise | a multi-unit business with one name, but multiple owners or owner operators. The owner is required to follow some responsibilities from corporate, but is in charge of daily operations |
| the functions of management | planning, organizing, controlling, and leading, and staffing are called |
| planning | setting goals and developing methods to meet those goals |
| organizing | involves designing the internal structure of the business including deciding who is responsible for what and developing the tasks that need to be done |
| staffing | all the activities involved in hiring and keeping workers |
| controlling | making sure the business accomplishes what it set out to do. Usually using SMART goals (measurable) |
| leading | influencing people to accomplish the goals of the business |
| TRUE | one way leaders can motivate employees is through employee reward programs |
| FALSE | A manager is NOT concerned with customer satisfaction throughout the guest cycle |
| Organization chart | shows how the tasks of the business are organized and who performs those tasks |
| support center | is a division or department that does not make revenue directly. Examples might be: customer service, front desk, bell service |
| revenue center | a division or department that makes revenue. Examples might include: restaurant, spa, gift shop, sales office (rooms) |
| general manager | the person responsible for the entire operation of one unit of a hospitality business |
| employee motivation | a skill for management that includes leading and encouraging employees. Can include employee incentives for good performance |
| entry-level worker | a worker with no previous work experience and few skills. these positions often require little experience. Skills can be learned on the job. |
Created by:
janice ritchey
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