Management in hospitality


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Management in hospitality

  1. 1. Management functions and roles<br />Hospitality Management<br />
  2. 2. Management Defined<br />“The process of working with and through others to accomplish organizational goals in an efficient and effective way.”<br />
  3. 3. Three levels of Management Plus Nonmanagerial Associates<br />
  4. 4. General Managers in the Hospitality Industry: pressures, roles, demands<br />Whatshould GM beable to<br />do/know to dealwithall<br />theseinterestgroups?<br />
  5. 5. Managerial Roles<br />Figurehead<br />Leader<br />Liaison<br />Spokesperson<br />Negotiator<br />
  6. 6. Leadership vs. Management<br />
  7. 7. Key Management Functions<br />Planning <br />Organizing<br />Decision making<br />Communicating<br />HR and motivating<br />Controlling<br />
  8. 8. Business functions<br />Human resources<br />Sales and marketing<br />Operations<br />Customer service<br />Finance and accounts<br />Administration and IT<br />
  9. 9. Organization of Hotel Functions<br />
  10. 10. Human resources<br />Recruitment and selection<br />Staff retention<br />Motivation<br />Discipline<br />Training and development<br />Health and safety<br />
  11. 11. Sales and marketing<br />Sales strategies<br />Pricing decisions<br />Promotion activities<br />Market research<br />Sales team<br />Product or service development<br />
  12. 12. Operations<br />Buying stocks<br />Planning travel operations<br />Monitoring costs<br />Future business planning<br />Efficiency<br />
  13. 13. Customer service<br />Dealing with customer enquiries<br />Advising customers<br />Monitoring service delivery<br />Dealing with customer complaints<br />After-sales service<br />
  14. 14. Finance and accounts<br />Cash flow: monitoring costs and revenues<br />Preparing accounts<br />Raising finance for investment<br />Communication with other areas of firm<br />
  15. 15. Administration and IT<br />Internal business communications<br />Clerical work<br />Telephone systems<br />Reservations database<br />Company Web site<br />Email system<br />
  16. 16. Administrative tasks are in all business functions:<br />Handling telephone enquiries<br />Processing customer sales<br />Booking accommodation<br />Receiving and processing payments<br />Sending out confirmation letters<br />Sending tickets by post<br />Dealing with customer questionnaires and feedback<br />
  17. 17. Problems can occur at all stages<br />Getting the wrong information<br />Getting the information wrong<br />Processing details incorrectly<br />Failing to notify important contacts<br />Not answering the telephone promptly<br />Failing to act on customer queries and other requests for information<br />
  18. 18. Some examples of administrative tasks<br /> Selling a package holiday through a travel agency:<br />brochure ordered by customer<br />assistant makes booking on computerised reservations system<br />assistant records booking on agency’s internal system<br />customer receives confirmation by post<br />agency confirms booking with tour operator<br />
  19. 19. Management control<br />Authority – the right to make decisions and perform tasks<br />Span of control – the number of people for whom a supervisor/manager is responsible<br />Chain of command – how the layers of authority are organised in a firm<br />
  20. 20. Management control 2<br />Hierarchy – who is responsible for whom<br />Empowerment – responsibility to make decisions is given to all<br />Delegation – authority passed from a superior to a subordinate<br />
  21. 21. Ways to structure a business<br />By function: arranging the business according to what each section or department does<br />By product or activity: organising according to the different products made<br />By area: geographical or regional structure<br />
  22. 22. Ways to structure a business 2<br />By customer: where different customer groups have different needs<br />By process: where products have to go through stages as they are made<br />What are the advantages/disadvantages of different types of business structure?<br />
  23. 23. Trends in Leadership and Management<br /><ul><li>Independent business units
  24. 24. Outsourcing
  25. 25. Increase in part-time workers
  26. 26. Technological advances
  27. 27. Social and environmental issues
  28. 28. Greater emphasis on ethics</li></ul>Diversity in associates<br />Lack of basic job skills<br />Increased need for training<br />Need to promote from within<br />Managing sales revenue all the way to the bottom line<br />