Cha3 F&B Fun


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Fundamentals of Management

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Cha3 F&B Fun

  1. 1. Chapter 3 Fundamentals of Management Food and Beverage Management Previously we discussed Organization and roles of the those who build that structure What are the concerns of organization? Management
  2. 2. Chapter 3 Overview • Definition of Management • Management Process • Management Tasks • Primary vs. Second Groups • Management roles in providing hospitality to guests What is the definition of value? Warren Buffet: Price is what you pay, Value is what you get.
  3. 3. Define Management 1.People 2.Money Organizational Objective 3.Time 4.Energy Resource Allocation 5.Products 6.Equipment & Problem Solving space 7.Procedures What is the definition? The ability to understand and solve problems Taking raw materials, changing it or adjusting it and then using set principles to organize it Leading without others knowing it Offering tools, training and direction to others Defining a universal set of principles of which to create and maintain a standard The process in which others can work together to reach set goals
  4. 4. Exhibit 1 The Management Process Planning Organization Evaluation Coordination Controlling Staffing Directing In this room_Letʼs believe that we are all managers of a_________; As managers we have the ability to make decisions. What factors influence our decisions? Letʼs look at them...
  5. 5. Planning • Creating goals and objectives • Developing action plans to reach those goals and objectives • Factors in Effective Planning: – Information – Communication – Flexibility – Implementation Without concrete goals we lose our way Research provides information _what do we have now that influence our decisions? Internet Databases Public Opinion Government Industry Communication is huge today (Who has a cell phone?) The computer has changed human existence Flexibility to adjust to change rapidly...think of all the millionaires who have adjusted to stocks and web marketing Implementation goals are one thing, doing it is another. Thats were your organizational plan create job descriptions to hire employees come in handy
  6. 6. Exhibit 2 The Sequence of Planning Vision Mission Long-Range Plan A financial goal Strategies Business Plan Action steps How to meet revenue goal Responsibilities Marketing/ads/prom tactics Marketing Plan Implem calendar Revenue goal Expenses Operating Budget Forecast the results Reflective planning requires lots of input and decision making. Not an exact science
  7. 7. Organizing How can we best assemble and use our limited human resources to attain our objectives ? • Flow of authority & communication • Each employee should have only one supervisor • Empowered entry-level employees • Organization structure evolves/updates The organizational structure can conflict with proper planning Lots of feedback is needed to improve a structure Top Management hierarchy is needed to provide leadership without chaos Line employees need direction at the beginning then simple guidelines and a system of checks and balances once trained
  8. 8. Coordinating • Work assignments • Organizing people and resources • Effective channels of communication • Delegation/ pass down the authority – Ultimate responsibility / accountability Coordinators are usually embedded within leadership and management structure Delegation of responsibility (Job descriptions) Accountability is at attention in the face of the recent US financial crisis
  9. 9. Staffing • Recruiting & hiring • Selecting / screening applicants • Match the applicant to the vacant job • Job descriptions: personal qualities necessary to perform jobs effectively Interview processes are crucial to select proper employees. Compared to education, experience and skills Itʼs the relationship bond that counts. Whether hiring or being hired. Know how to interview properly and wisely by practice.
  10. 10. Directing Getting job down through other people! • Supervising • Disciplining – Informing counseling – Meetings between employee & managers – Written warnings – Suspension • Scheduling Lack of having set standards rules, procedures and regulations accounts for the majority of disciplinary issues. If you have a rare chance to set up Human Resource policies in an establishment set the highest standards you can confidently maintain! As a professional restaurant consultant I have been in many restaurants and hotels that lack the type of sanitation, safety and ethics needed to be profitable. Expound...
  11. 11. Exhibit 3: Basic Steps in the Control Process Not Acceptable Step 5 Evaluate Corrective Acceptable Step 4 Action Step 3 Take Correct Compare Action Actual Step 2 Results Measure with Standards Step 1 Actual Operating Results Establish Standards FIscal accountability as well as measurable human resource evaluations are assets that need control. Again, establishing controls and standards are crucial for growth.
  12. 12. Evaluating • Review progress toward achieving organizational goals • Measure employee performance • Assess the effectiveness of training programs This is a step that many small companies sidestep. In order to improve gross revenue, correct out of date processes or improve morale and training and software constructive criticism is desirable and warranted.
  13. 13. Daily Activities for Managers • Help develop the operating budget Planning, controlling Coordinating • Deal with problems Planning, coordinating • Work with a colleague in another dept. to plan an special event Organizing, staffing • Revise job descriptions Directing • Carry out routine supervisory activities Controlling • Revise standard food & labor cost estimates Evaluating • Conduct employee performance review
  14. 14. Food Service Manager Relationships Primary Groups •Guests (Consumers) •Owners (Board of Directors) •Area/Regional Directors Food Interact with •Managers •Employees Service Manager Secondary Groups •Suppliers •The local community •Government regulatory agencies (e.g. OSHA) The value of spirit of hospitality
  15. 15. Management role in providing Ho`okipa- cordial reception of guests The kinds experiences that you can imagine, manufacture and market can be lucrative and popular to others. But you must create and set standards early in your career.
  16. 16. A cup of kindness If you donʼt like to take orders, smile, serve clean up after yourselves or contribute to the business.... May want to look for another career or marry rich! Service Is key. Most Industry employees start at the bottom FUNDAMENTALS Customer Satisfaction is the Primary goal Role Playing? Let Student do it first then change dynamic How was that? How did you feel? Okay? Now letʼs try it differently... Stand Up Eye Contact Smile Greet, How Do you Do? Shake Hands Lingering Impression
  17. 17. A cup of kindness • Begin by understanding customers’ needs – Kindness is demonstrated by making everyone feel welcome – Quality customer service requires that we make all guests feel comfortable – We all have a need to feel important Start today Practice these habits when itʼs slow, when youʼre busy it becomes automatic.
  18. 18. A cup of kindness – Definition of Management – Management Process – Management Tasks – Primary vs. Second Groups – Management roles in providing hospitality to guests Management Definition: People, Money, Time, Energy, Products, Equipment & space, Procedures Management Process: Planning, Organizing, Coordination, Staffing, Directing, Controlling, Evaluation Providing hospitality is much easier that it looks