The document defines the role of a secretary as someone who assists an executive by mastering office skills and assuming responsibility without direct supervision. A secretary is typically seated close to the executive and relieves them of administrative tasks like scheduling, coordinating projects, and following up. Key responsibilities include taking minutes, filing documents, communicating notifications, and ensuring proper legal filings are made. Ideal personality traits for a secretary include the ability to build goodwill, demonstrate loyalty, communicate effectively, reflect company objectives, act tactfully, maintain high moral values, and think independently. A secretary should always maintain a clean, neat, and professional appearance.
Looking for a tailor-made concierge service to bring a change in your lifestyle? Contact Premier Concierge. We specialize in providing the best solutions to cater your unique requirements.
Sections of front office department in hotelsDr. Sunil Kumar
This document summarizes the various sections and functions of the front office department in hotels. It discusses the key roles of the front office which include room reservations, guest reception, registration, bell desk services, concierge services and more. It provides details on the processes carried out by each section like receiving room reservations, checking guests in and out, handling guest requests, cash collection and accounting. The document aims to provide an overview of the front office operations and management in hotels.
The document discusses the roles and responsibilities of an executive housekeeper. An executive housekeeper is the head of the housekeeping department at a hotel and oversees all cleaning, laundry, and maintenance operations. They plan and assign work to housekeeping staff, schedule employee shifts based on occupancy, and ensure all hotel rooms meet cleanliness standards before guests arrive. Additionally, the executive housekeeper is responsible for maintaining budgets, supplies, and inventories for the housekeeping department.
The document describes the different departments in a hotel and their classifications. There are two main classifications: revenue centers/cost centers and front of house/back of house. Revenue centers like sales, front office, food and beverage directly generate income. Cost centers like HR, purchasing, and accounting support revenue centers without direct income generation. Front of house departments like front desk and restaurants interact with guests, while back of house departments like kitchen and housekeeping have little guest interaction. The document also lists example department heads and potential conflicts between departments like rooms division and housekeeping.
Hotel management refers to professional techniques used in the hospitality sector such as administration, accounting, marketing, housekeeping, front office operations, food and beverage management, and maintenance. Hotels provide various types of services like full service, all suite, extended stay, select service, limited service, and condo-hotels. Managing a hotel involves overseeing basic functions like providing rooms, food, and drinks regardless of the hotel's star rating, services offered, or whether it is independently or chain operated. Hotel managers oversee all property functions to ensure smooth operations, guest satisfaction, and budgets while meeting the needs of employees, investors, and other stakeholders.
More than 65% of communication is non-verbal, including gestures, signals, signs, posture, tone of voice, and facial expressions. The non-verbal cues can be ambiguous as the same gesture may have multiple meanings and feelings can be expressed differently. Facial expressions, especially smiling, are important in communication as 70% is understood through the face. Gesticulation with the hands also conveys significant meaning about mood and should align with verbal messages. It is best to communicate non-verbally in a natural way rather than consciously manipulating body language.
Effective communication requires skill at each stage of the communication process to minimize barriers between the sender and receiver of a message. Barriers can occur during encoding of the message by the sender, through the channel of communication, during decoding by the receiver, and with the feedback from the receiver. Removing these barriers is key to ensuring the intended meaning of the message is perceived accurately. In addition to verbal communication skills, it is important to be aware of non-verbal communication cues like gestures, eye contact and facial expressions, which can vary significantly across cultures. Developing strong emotional intelligence competencies like self-awareness, self-regulation, empathy and relationship management also contributes to effective communication.
The document defines the role of a secretary as someone who assists an executive by mastering office skills and assuming responsibility without direct supervision. A secretary is typically seated close to the executive and relieves them of administrative tasks like scheduling, coordinating projects, and following up. Key responsibilities include taking minutes, filing documents, communicating notifications, and ensuring proper legal filings are made. Ideal personality traits for a secretary include the ability to build goodwill, demonstrate loyalty, communicate effectively, reflect company objectives, act tactfully, maintain high moral values, and think independently. A secretary should always maintain a clean, neat, and professional appearance.
Looking for a tailor-made concierge service to bring a change in your lifestyle? Contact Premier Concierge. We specialize in providing the best solutions to cater your unique requirements.
Sections of front office department in hotelsDr. Sunil Kumar
This document summarizes the various sections and functions of the front office department in hotels. It discusses the key roles of the front office which include room reservations, guest reception, registration, bell desk services, concierge services and more. It provides details on the processes carried out by each section like receiving room reservations, checking guests in and out, handling guest requests, cash collection and accounting. The document aims to provide an overview of the front office operations and management in hotels.
The document discusses the roles and responsibilities of an executive housekeeper. An executive housekeeper is the head of the housekeeping department at a hotel and oversees all cleaning, laundry, and maintenance operations. They plan and assign work to housekeeping staff, schedule employee shifts based on occupancy, and ensure all hotel rooms meet cleanliness standards before guests arrive. Additionally, the executive housekeeper is responsible for maintaining budgets, supplies, and inventories for the housekeeping department.
The document describes the different departments in a hotel and their classifications. There are two main classifications: revenue centers/cost centers and front of house/back of house. Revenue centers like sales, front office, food and beverage directly generate income. Cost centers like HR, purchasing, and accounting support revenue centers without direct income generation. Front of house departments like front desk and restaurants interact with guests, while back of house departments like kitchen and housekeeping have little guest interaction. The document also lists example department heads and potential conflicts between departments like rooms division and housekeeping.
Hotel management refers to professional techniques used in the hospitality sector such as administration, accounting, marketing, housekeeping, front office operations, food and beverage management, and maintenance. Hotels provide various types of services like full service, all suite, extended stay, select service, limited service, and condo-hotels. Managing a hotel involves overseeing basic functions like providing rooms, food, and drinks regardless of the hotel's star rating, services offered, or whether it is independently or chain operated. Hotel managers oversee all property functions to ensure smooth operations, guest satisfaction, and budgets while meeting the needs of employees, investors, and other stakeholders.
More than 65% of communication is non-verbal, including gestures, signals, signs, posture, tone of voice, and facial expressions. The non-verbal cues can be ambiguous as the same gesture may have multiple meanings and feelings can be expressed differently. Facial expressions, especially smiling, are important in communication as 70% is understood through the face. Gesticulation with the hands also conveys significant meaning about mood and should align with verbal messages. It is best to communicate non-verbally in a natural way rather than consciously manipulating body language.
Effective communication requires skill at each stage of the communication process to minimize barriers between the sender and receiver of a message. Barriers can occur during encoding of the message by the sender, through the channel of communication, during decoding by the receiver, and with the feedback from the receiver. Removing these barriers is key to ensuring the intended meaning of the message is perceived accurately. In addition to verbal communication skills, it is important to be aware of non-verbal communication cues like gestures, eye contact and facial expressions, which can vary significantly across cultures. Developing strong emotional intelligence competencies like self-awareness, self-regulation, empathy and relationship management also contributes to effective communication.
The document outlines 8 steps to having great meetings: 1) have a clear and concise agenda, 2) invite the right people, 3) ensure technology works properly, 4) start and end on time, 5) keep conference calls short, 6) focus on the present meeting, 7) make the environment pleasant, and 8) show respect to all participants.
Communication involves sharing ideas, thoughts, and feelings between people so they can be understood. It can be both verbal through speaking and writing, and nonverbal through body language and signals. There are various barriers that can interfere with effective communication, such as lack of clarity, noisy environments, differences in perception, and cultural differences. Formal communication in organizations follows defined downward and upward channels from superiors to subordinates. Informal communication spreads rapidly through the grapevine network in any direction without set channels.
Here is a guide of reminders of pre-meeting, during meeting, and post-meeting etiquette rules for planning and meeting in a virtual meeting environment.
This document provides an overview of the hospitality industry, including the functions of hotels, roles of managers, food and beverage operations, careers in hospitality, and professionalism. It discusses the chief responsibilities of general managers and front office managers. It also outlines the organizational structure of hotel executive committees and kitchen operations. Career paths, qualities of successful leaders, and ethics in the industry are examined.
This document discusses the importance of body language in communication. It notes that body language accounts for 55% of communication impact, more than words (7%) or voice (38%). It emphasizes that body language can reveal things not said verbally and highlights the need to pay attention to nonverbal cues through techniques like mirroring posture and remaining silent to observe cues more closely. Specific body language techniques are outlined like maintaining eye contact and occupying space to convey authority while cultural differences in interpretation are also noted. The use of emoticons to convey body language virtually is discussed.
I have Select two renowned chains hotels [ one domestic & one international ] and trace its history right from the time of its inception. Also compare the facilities offered by the hotel chains.
1) Domestic chain of Hotel is TAJ Hotels Resorts & Palaces
2) International Chain Of Hotels is Hilton Hotels & Resorts
This document summarizes the key departments in a hotel's organizational structure. It divides departments into revenue centers, which directly generate income, and cost centers, which support revenue-generating functions. Revenue centers include front office, food and beverage, and sales and marketing. The document also distinguishes between "front of house" departments like front desk and food service that interact with guests, and "back of house" ones like housekeeping and engineering with limited guest contact. It provides examples of department heads and briefly outlines some core responsibilities of rooms division, food and beverage, and other operational areas.
10 Challenges That Every First-Time Manager Will FaceOfficevibe
Being a manager is tough. Here are 10 challenges that every manager faces, with tips on how to improve them.
Read more on Officevibe Blog about Leadership and Employee Engagement:
https://www.officevibe.com/blog
قسم إدارة الغرف د.هاني عاطف المكاتب الامامية و الاشراف ا...Hany Atef
محاضرة قسم ادارة الغرف
هامة للعاملين بالفنادق ولمحبي الضيافة فيها شرح وافي واجز
ومبسط لقسم ادارة الغرف في الفنادق شارحا المكاتب الامامية ومايخصها ودورها واهميتها وكذلك الاشراف الداخلي وواهميته وعلاقته بالاقسام الاخري ودوره
ارجو من الله ان تعم الفائدة
The document discusses various types of reservations at hotels. It describes guaranteed reservations, which assure guests a room until a specified time after their scheduled arrival. There are several types of guaranteed reservations including prepayment, credit card, advance deposit, travel agent guarantees, and vouchers. Non-guaranteed reservations do not assure a room for late-arriving guests. The document also covers reservation and sales departments, and their roles in booking rooms far in advance to maximize revenue.
This is the slide deck used in the webinar: Virtual meetings and their etiquette. Run on 9 Feb 2012 by InSync Training and RapidBI.com for the CIPD members group on LinkedIn
This document provides an overview of an accelerated leadership development program (ALDP). It discusses differentiating between management and leadership and gaining self-awareness to be a successful leader. It emphasizes adapting leadership styles to different situations. The goal is to improve brand performance, hotel returns, and market scale/knowledge. Developing quality leadership is important to driving corporate priorities and the service-profit chain. The document also discusses the changing role of supervisors, emotional intelligence, and different behavioral styles.
The document provides an introduction to the hospitality industry, outlining key topics including the definition of hospitality, the manager's role, reasons for studying hospitality management, career planning, and industry outlook. It discusses how the hospitality industry involves providing services to people away from home, and managers aim to welcome guests, ensure operations run smoothly, and achieve business objectives like profitability. The hospitality field offers employment opportunities for graduates in areas such as lodging, food service, culinary, and travel.
Effective communication in the workplace is important for exchanging information between employees and organizations. It involves both verbal and non-verbal exchange. Key elements of effective communication include listening actively, maintaining a positive attitude, taking notes for accuracy, and developing confidence. Barriers to effective workplace communication can be cultural differences, lack of information sharing, emotional distractions, and personality or attitude issues. Tips for improving communication include speaking clearly and concisely, being honest, controlling anger, maintaining eye contact during face-to-face conversations, and allowing others to speak without interruption. Mastering communication skills is important for success in global and diverse workplaces.
Sections & Layout of FO, Organizational chart of FO (Small, Medium & Large Hotels), Duties & Responsibilities, Attributes, Co-ordination with other departments, Equipment's used (Manual & Automated)
This document provides a table of contents and descriptions for training programs offered by E Sun Hospitality Consultancy. The trainings cover a range of topics including:
- General hotel core soft skills like conversational skills, writing, communication, and computer skills.
- Hotel management topics such as food and beverage management, hospitality management skills, and statistics.
- Hotel communication essentials like professional skills, conversational English, and corporate communication.
- Other topics include leadership, time management, sales, and specialized courses. Most programs are 1-3 days and cover concepts from the US and other regions to provide innovative solutions for the hospitality industry.
This document discusses effective communication. It provides definitions of communication from various sources that emphasize communication as the exchange of information, ideas, opinions, and reaching common understanding between individuals. The document also outlines the key components of the communication process, including the message, medium, and environment. It notes that communication failures can occur when the content or form of the message is unclear or misunderstood. Effective communication in organizations is important for negotiations, decision-making, and avoiding failures that result from inaccurate transmission of ideas or purposes.
15 Tips for Training Call Center AgentsTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out how to train your call center agents the right way to deliver great customer service and driver customer loyalty.
www.talkdesk.com/request-demo
This document discusses ways that understanding organizational behavior (OB) concepts can help managers address various challenges in the workplace. It identifies 11 key challenges that managers face today, such as globalization, managing workforce diversity, improving quality and productivity, and creating a positive work environment. Understanding OB topics like motivation, communication, leadership and managing change can aid managers in coping with these challenges and capitalizing on opportunities. The document also provides advice to a manager, John, on building trust with his team, communicating positively, and having high expectations of his staff to keep the work environment positive.
In this word document, I describe my interpersonal communication strategy in which you can find how I see myself as a leader and how I want to improve my communication skills.
The document outlines 8 steps to having great meetings: 1) have a clear and concise agenda, 2) invite the right people, 3) ensure technology works properly, 4) start and end on time, 5) keep conference calls short, 6) focus on the present meeting, 7) make the environment pleasant, and 8) show respect to all participants.
Communication involves sharing ideas, thoughts, and feelings between people so they can be understood. It can be both verbal through speaking and writing, and nonverbal through body language and signals. There are various barriers that can interfere with effective communication, such as lack of clarity, noisy environments, differences in perception, and cultural differences. Formal communication in organizations follows defined downward and upward channels from superiors to subordinates. Informal communication spreads rapidly through the grapevine network in any direction without set channels.
Here is a guide of reminders of pre-meeting, during meeting, and post-meeting etiquette rules for planning and meeting in a virtual meeting environment.
This document provides an overview of the hospitality industry, including the functions of hotels, roles of managers, food and beverage operations, careers in hospitality, and professionalism. It discusses the chief responsibilities of general managers and front office managers. It also outlines the organizational structure of hotel executive committees and kitchen operations. Career paths, qualities of successful leaders, and ethics in the industry are examined.
This document discusses the importance of body language in communication. It notes that body language accounts for 55% of communication impact, more than words (7%) or voice (38%). It emphasizes that body language can reveal things not said verbally and highlights the need to pay attention to nonverbal cues through techniques like mirroring posture and remaining silent to observe cues more closely. Specific body language techniques are outlined like maintaining eye contact and occupying space to convey authority while cultural differences in interpretation are also noted. The use of emoticons to convey body language virtually is discussed.
I have Select two renowned chains hotels [ one domestic & one international ] and trace its history right from the time of its inception. Also compare the facilities offered by the hotel chains.
1) Domestic chain of Hotel is TAJ Hotels Resorts & Palaces
2) International Chain Of Hotels is Hilton Hotels & Resorts
This document summarizes the key departments in a hotel's organizational structure. It divides departments into revenue centers, which directly generate income, and cost centers, which support revenue-generating functions. Revenue centers include front office, food and beverage, and sales and marketing. The document also distinguishes between "front of house" departments like front desk and food service that interact with guests, and "back of house" ones like housekeeping and engineering with limited guest contact. It provides examples of department heads and briefly outlines some core responsibilities of rooms division, food and beverage, and other operational areas.
10 Challenges That Every First-Time Manager Will FaceOfficevibe
Being a manager is tough. Here are 10 challenges that every manager faces, with tips on how to improve them.
Read more on Officevibe Blog about Leadership and Employee Engagement:
https://www.officevibe.com/blog
قسم إدارة الغرف د.هاني عاطف المكاتب الامامية و الاشراف ا...Hany Atef
محاضرة قسم ادارة الغرف
هامة للعاملين بالفنادق ولمحبي الضيافة فيها شرح وافي واجز
ومبسط لقسم ادارة الغرف في الفنادق شارحا المكاتب الامامية ومايخصها ودورها واهميتها وكذلك الاشراف الداخلي وواهميته وعلاقته بالاقسام الاخري ودوره
ارجو من الله ان تعم الفائدة
The document discusses various types of reservations at hotels. It describes guaranteed reservations, which assure guests a room until a specified time after their scheduled arrival. There are several types of guaranteed reservations including prepayment, credit card, advance deposit, travel agent guarantees, and vouchers. Non-guaranteed reservations do not assure a room for late-arriving guests. The document also covers reservation and sales departments, and their roles in booking rooms far in advance to maximize revenue.
This is the slide deck used in the webinar: Virtual meetings and their etiquette. Run on 9 Feb 2012 by InSync Training and RapidBI.com for the CIPD members group on LinkedIn
This document provides an overview of an accelerated leadership development program (ALDP). It discusses differentiating between management and leadership and gaining self-awareness to be a successful leader. It emphasizes adapting leadership styles to different situations. The goal is to improve brand performance, hotel returns, and market scale/knowledge. Developing quality leadership is important to driving corporate priorities and the service-profit chain. The document also discusses the changing role of supervisors, emotional intelligence, and different behavioral styles.
The document provides an introduction to the hospitality industry, outlining key topics including the definition of hospitality, the manager's role, reasons for studying hospitality management, career planning, and industry outlook. It discusses how the hospitality industry involves providing services to people away from home, and managers aim to welcome guests, ensure operations run smoothly, and achieve business objectives like profitability. The hospitality field offers employment opportunities for graduates in areas such as lodging, food service, culinary, and travel.
Effective communication in the workplace is important for exchanging information between employees and organizations. It involves both verbal and non-verbal exchange. Key elements of effective communication include listening actively, maintaining a positive attitude, taking notes for accuracy, and developing confidence. Barriers to effective workplace communication can be cultural differences, lack of information sharing, emotional distractions, and personality or attitude issues. Tips for improving communication include speaking clearly and concisely, being honest, controlling anger, maintaining eye contact during face-to-face conversations, and allowing others to speak without interruption. Mastering communication skills is important for success in global and diverse workplaces.
Sections & Layout of FO, Organizational chart of FO (Small, Medium & Large Hotels), Duties & Responsibilities, Attributes, Co-ordination with other departments, Equipment's used (Manual & Automated)
This document provides a table of contents and descriptions for training programs offered by E Sun Hospitality Consultancy. The trainings cover a range of topics including:
- General hotel core soft skills like conversational skills, writing, communication, and computer skills.
- Hotel management topics such as food and beverage management, hospitality management skills, and statistics.
- Hotel communication essentials like professional skills, conversational English, and corporate communication.
- Other topics include leadership, time management, sales, and specialized courses. Most programs are 1-3 days and cover concepts from the US and other regions to provide innovative solutions for the hospitality industry.
This document discusses effective communication. It provides definitions of communication from various sources that emphasize communication as the exchange of information, ideas, opinions, and reaching common understanding between individuals. The document also outlines the key components of the communication process, including the message, medium, and environment. It notes that communication failures can occur when the content or form of the message is unclear or misunderstood. Effective communication in organizations is important for negotiations, decision-making, and avoiding failures that result from inaccurate transmission of ideas or purposes.
15 Tips for Training Call Center AgentsTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out how to train your call center agents the right way to deliver great customer service and driver customer loyalty.
www.talkdesk.com/request-demo
This document discusses ways that understanding organizational behavior (OB) concepts can help managers address various challenges in the workplace. It identifies 11 key challenges that managers face today, such as globalization, managing workforce diversity, improving quality and productivity, and creating a positive work environment. Understanding OB topics like motivation, communication, leadership and managing change can aid managers in coping with these challenges and capitalizing on opportunities. The document also provides advice to a manager, John, on building trust with his team, communicating positively, and having high expectations of his staff to keep the work environment positive.
In this word document, I describe my interpersonal communication strategy in which you can find how I see myself as a leader and how I want to improve my communication skills.
The document discusses various aspects of workplace climate such as the effects of strict versus lenient rules, the importance of values and teamwork, and issues like discrimination, harassment, and workplace ethics. It provides definitions and examples related to concepts like mentoring, recognition, and independent versus social work environments. The document aims to outline important considerations for maintaining a positive workplace climate.
Take a moment to look over the prompts below and formulate a conce.docxDustiBuckner14
Take a moment to look over the prompts below and formulate a concept of the managerial excellence you will seek to practice as you grow in life and your career.
This will be your Ethical Leadership Pledge.
Do look to examples in your textbook such as Volkswagen, IKEA, Deloitte or any others (in or out of the class) for inspiration.
Please write your pledge opening with
"As a leader I pledge:" [then continue based on the items below]
1.
Core Values:
a) List 3 (or more) values that define your leadership style
b)
Describe in detail what each value means (don't just put up a word, offer context and depth in 2-3 sentences each)
2.
Team building:
a) Describe your process for finding talent, building and incentivizing team strength (2-3 sentences)
b)
Some additional inspiration:
c)
Servant-leadership is the idea that a leader's job is to facilitate and not to dictate. Here are some core values to consider:
i.
Encourage diversity of thought.
ii.
Create a culture of trust.
iii.
Have an unselfish mindset.
iv.
Foster leadership in others.
3.
Earning trust/buy-in (3-4 sentences)
a) Detail how you will build trust
b) Describe how you will earn your team's "buy-in" (meaning how you will persuade them to see value)
c)
Some ideas to consider: Evidence-based management (using testing and research to reduce workplace politics), instilling best practices (hopefully this class has given you many), communication & collaboration, sharing ownership, de-centralizing/centralizing decision-making, providing good governance
d)
Please use at least 2 concepts from Chapter 12 (though some are in the list I've given you above)
4.
Elaborate on how you will practice and instill ethics best practices
a) Reference at least 3 concepts from Chapter 9
b) You are free to expand after you reference 3 concepts.
· These prompts are the minimum expected. You may venture beyond should you so choose.
· YES, you may write in FIRST PERSON! This is about you and there are NO wrong answers.
· Please copy this to a document and keep it so you can reflect on it after class has finished and iterate upon it as you grow as a leader.
Comment on TWO other classmates posts offering feedback on at least TWO concepts they have shared that you are willing (or inspired) to consider adding to your own leadership pledge.
Student1:
As a Leader I Pledge: My core values are trust, hard work, and work life balance. Trust is very important in my book because of the fact that nothing can be accomplished successfully without a trustful team. I can not lead an unloyalw team, that does not have a foundation of trustworthiness. I believe everyone has the ability to work hard if they are passionate about something and I think one should only work with what they are love. Hard work a.
Running head BEST SELF-EXERCISE 1BEST SELF-EXERCISE6.docxjoellemurphey
Running head: BEST SELF-EXERCISE 1
BEST SELF-EXERCISE 6
Best Self-exercise
Name
Institution
Best Self-exercise
Empowering
I like to make my friends embolden and powerful and not diminished and powerless. From the responses I got, I can describe myself as a person who is ready to learn. From the experience with all those people, I can clearly see that I have the eager to acquire new things. I am a person of great ideas and courage in making the very problem that I have to face as an individual or as a group to be an opportunity to grow myself. Sometime I have to stay fearless; I am never afraid to make risk or even mistakes, I choose to risk so as to be able to save a situation. I’m that kind of a person who would work at night just to make sure that a friend or any other person for that matter who is stuck gets help in real time. I have the ability to do a lot of things because I measure my strength clearly so as to determine if there is the need for extra efforts. Also, I believe in being honest with myself and those that need my help. I firmly believe that we must be clear on what we can do and what is beyond our abilities. This about value and where we can apply them, as such I make effort to remain real to mu values to avert any downfalls. Overall, I do my best to ensure that I demonstrate honesty, growth, sincerity, and transformation.
Compassion
I like to make my friends embolden and powerful and not diminished and powerless. I must say that I have all it takes to care genuinely for others in a way that is selfless; I do this because of a genuine desire to assist as well as improve the life of people. It may get or not get me very far in y life, but I have realized that genuine care for other people can inspire them, promote goodness, and serve as an example. Mostly it is imperative to show a person who needs that you care for him or her. I believe that the good or bad things we do to people affect their lives more significantly in a way that we may not know. Therefore, I choose to care genuinely for people to ensure positive impact in their lives. I know I have all that it takes to care for a person; it is an inner instinct to do so since it is part of my personality, I call it empathy. I caring for people is not a choice I have to make but because I feel it is a predisposition to do so. It makes me feel better about myself, connect with other people and improves their lives. There is so much help needed out there, and this is why I believe that it is imperative that I should do whatever I can to assist through the donation of my skills. It is simply by finding ways to express love to others, be it a child, family member, friend, co-worker, or even a complete stranger. For me, showing a little care is all that matters.
Shared vision and action
I try to get all people engaged and also seek their ideas and recognition. Building a good team to manage a task is the other best thing I could do over and over. With the ...
The document discusses conflict resolution and teamwork skills. It provides techniques for effective conflict resolution such as listening to all parties, gathering the involved parties for a group meeting, remaining impartial, addressing conflicts immediately, and promoting teamwork. It emphasizes the importance of communication, openness, trust, support, and respect for healthy teamwork. Teamwork skills are important for working well with others and achieving goals.
Notes on interpersonal relationship management (Organisation Bheavior)Yamini Kahaliya
The document contents notes on Interpersonal relationship management.
it covers following points :-
1. Interpersonal Relationship
2. Rapport Building Techniques and tips
3. Group Dynamics
4. Punctuated Equilibrium Model
5. Group Structure
6. Group-Decision Making
Employee relations refers to the relationships between employees within an organization. Healthy employee relations are important for several reasons: they allow employees to collaborate effectively, share workloads, discuss issues, get advice and feedback to improve performance. When employees get along and trust each other, the workplace becomes more positive and productive. In contrast, conflicts between employees reduce focus and increase absenteeism and turnover. Overall, building good relationships among co-workers is vital for organizational success.
Each month, COR strives to deepen one’s understanding of Gentle Teaching through the development of a monthly theme focusing on a particular aspect of a Culture of Gentleness.
The document discusses group dynamics and the stages of group development. It defines group dynamics as the social processes by which people interact and behave in a group, including influences like personality, power, and behavior. It notes relevant fields like psychology, sociology, and communication studies. It then describes the typical stages of group development: forming, storming, norming, and performing. In storming, conflict is highest as members vie for power and leadership. In norming, differences are recognized and expectations solidified. In performing, the group is cohesive, accepts one another, and resolves conflicts rationally.
Leader Ship Quality Lecture By Allah Dad Khan VP AUP Mr.Allah Dad Khan
1. Creating a business involves forecasting and inspiring your team with a vision of future success. It is important to make employees feel invested in the company's accomplishments through equity ownership or bonuses.
2. Good leaders identify each team member's strengths and delegate tasks accordingly. This allows leaders to focus on higher level tasks while boosting productivity.
3. Extraordinary leaders take responsibility for all performance, including their own. They monitor policies and procedures, praise success, and quickly address problems.
Soft skills is a sociological term relating to a person's "EQ" (Emotional Intelligence Quotient), the cluster of personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterize relationships with other people.[1] Soft skills complement hard skills (part of a person's IQ), which are the occupational requirements of a job and many other activities.
This document provides summaries of leadership and management concepts from over 100 business books. It discusses key leadership traits like courage, inclusion, competence and clarity. It also covers managing compassionately, setting appropriate context for employees, hiring the right people based on personal characteristics, motivation, skills and knowledge. Additional sections provide advice on feedback, expectations, celebrating successes, upgrading your team, and keeping employees focused on priorities.
This document discusses the key considerations for effective virtual teams. It notes that virtual teams allow flexibility but can lack face-to-face interaction. Building trust between remote members is vital, which requires honest communication and getting to know each other personally. Video conferencing helps convey tone and body language to prevent miscommunication. Including all members and checking in on their well-being combats isolation. With the right management of communication, decision-making, and social connection, virtual teams can be highly productive.
The document discusses group dynamics and the stages of group development. It describes five stages of group development: forming, storming, norming, performing, and adjourning. In the forming stage, members are unsure of their roles and test the limits. Storming involves conflict as members struggle for power and leadership. During norming, expectations are established and cooperation increases. In the performing stage, the group works cohesively and conflict is resolved through discussion. The final adjourning stage occurs when the group disbands. The continual meetings helped the discussed group develop into a better functioning unit where members felt comfortable sharing ideas.
1. The document outlines Ana Sofia Cerda Kipper's interpersonal communication plan to improve her communication skills.
2. The plan involves observing her current communication behaviors, evaluating them, choosing one to improve, and identifying 3 actions to improve that behavior.
3. Ana conducted a self-diagnosis and found that she communicates well but could improve her empathy, such as listening more closely to understand others' perspectives.
This document discusses the importance of teamwork and what makes an effective team. It defines a team as a small group of people committed to a common goal and approach, where members are mutually accountable. Effective teams have trust, open communication, and provide feedback. The stages of team development are outlined as forming, storming, norming, and performing. Tips for building a great team include clear expectations, commitment, competence, collaboration, and communication. Laws of teamwork emphasize the importance of unselfish teamwork, proper member placement, high morale, and avoiding "bad apples" that ruin team dynamics.
This document discusses high performance teams, including their characteristics, how to create them, and their importance. Key points:
- High performance teams share common goals and hold each other accountable to achieve outstanding results.
- They are characterized by trust, clear goals and expectations, constructive conflict management, and mutual respect.
- Creating high performance teams involves making people feel safe, that their work matters, and frequently appreciated while also holding them accountable.
- Their goals should be specific and binary to reduce ambiguity and conflict.
- High performance teams drive innovation, take action, influence change, collaborate, and sustain inclusion.
Similar to 6 silent theories for hospitality industry (20)
1. These are some theories which I have
formatted & from my point of view
will play a major role in successfully
deploying any restaurant”s s.o.p {
standard operation procedure } .
BY ABHIJEET .R. SALVI
2. 1} t.e.a.m way of success .
2} happy go makes work easy .
3} importance of c in operation
.
4} effective communications
skills .
5} why & how to impress
3. THERE IS no “ I “ in the team .
Simply state’ WE’ rather than “ ME “.
Team work divides the task & doubles
the success.
Coming together is beginning,
Keeping together is progress,
Working together is success .
4. team work is the concept of people
working together , as a team for one
specific purpose under the same
value.
or
a group of people working
together to achieve a common
goal .
5. b} what is team work :
the ability to co operate & to
communicate effectively with
other sub ordinates to achieve
the organisations common goal .
6. c } importance of team at work place .
1} work efficiency .
2} improves employees reletions.
3} learning opportunity.
4} problem sloving .
5} better communication.
6} shared responsibility
7} one vision , many hands .
8} importance of time .
7. Important team work skills :
Listening : it is very much important to
listen to other people”s idea”s.
Discussing : it is very much important to
discuss on those ideas .
Questioning : it is very much important to
ask questions , interact & discuss the
objectives of the team .
Respecting : it is very much important to
treat others with respect & support their
ideas .
8. Helping : it is crucial to help ones co team
members , which is the main theme of team
work.
Sharing : it is important to share with the
team , to creat an environment of team
work.
Communication : for a team to work very
effectively , it is essential that the team
members acquires communication skills
inside them , so to communicate with other
team members .
9. 1}Teams are the part of every
ones life , we are the member of
a family team .
2 } So its appropriate that we
understand that how to
function effectively as a team
member.
10. 1} team work improves the working
environment .
2} team work keeps the communication
consistent.
3} team work relieves stress.
4} team work reduces error.
5} team work keeps communication lines
open.
11. 1} t.m are supportive to achieve the
common goal that is result.
2} t.m are open to ideas of others.
3} t.m share information & ideas.
4} t.m support the contribution of
others.
12. 1} listens & share information.
2} really listening to what the other team
member has to say ,is one of the vital skills
we can produce to build productive team
atmosphere.
3} we should always be willing to give an
attentive willing to hear what other team
member wants to say & expect the same
from them for you in return.
13. Is most difficult to deal with personally &
professionally.
Conflict is inevitable .
Conflict occur because we are dealing with
peoples lives , ego , attitude .
I } beginnings of conflicts :
1} lack of proper communication between t.
m .
2} seeking power.
3} lack of openness.
4} change in management.
14. 1} body languages .
2} disagreements . regardless of issues .
3} lack of clear goals .
4} desire of power .
5} increasing lack of respect .
6} withholding bad news.
15. Lets all keep in mind that the development
of effective team requires a positive
attitude & commitement towards team
work & with the understanding of what
team work involves.
Don’t forget :
Every team member in the team , has times
when they need support .
17. It’s all about enjoying what we do, the way in
which we do our work . it’s all about being
confident in our work .
Our mood, nature reflects in our work , so
always make sure you enjoy what you do rather
than just doing it for the sake of doing .
couple of points jotted down to make sure we
remain happy will working & our mood doesn’t
hamper our work.
18. When someone criticizes you or says
something not-so-nice, just forget it.
JUST REMEMBER Worse things have
been uttered in human history. Even
when you know the person meant it,
remember that you become stronger by
accepting them for who they are and
knowing your capabilities.
19. People who are mean and feel
the need to put others down are
insecure with themselves. But
when you are kind to others,
kindness returns to you.
20. When you come up against a
difficulty, whether a person or an
event, consider what your future
self will have learned from it. I
believe it was Kanye West, or
maybe Nietszche, who said, “What
doesn’t kill me makes me stronger.”
21. When you let people know that
you appreciate them, they are
more willing to help you in the
future. Saying thank you is
more than good manners—it’s
karma.
22. The happiest person has
reached the highest level of
Maslow’s Hierarchy of Needs—
self-actualization. If you want to
be happy you must work hard to
achieve something, and strive to
attain that life goal.
23. The Buddhist notion of “right thought,
right action” is an important one. It’s in
the mind that negativity starts. By
clearing your head of negative ideas of
others, you will clear your mind of
problems, worries and fears, and you
won’t be tempted to gossip or speak ill
and bring that negativity back to you.
24. Yes, you have to do your laundry and
clean the bathroom when you get
home, but while you’re here now eating
this cheeseburger, just enjoy the
cheeseburger. Then apply this lesson to
all other moments of pleasure and
work—you can deal with the little stuff
later.
25. As soon as you start this, you fall
into a trap of ego,NEGATIVE
ATTITUDE , fleeting aspects of
reality. Instead, think about
what you have that makes you
happy, or at least satisfied.
26. As long as you do what makes
you happy, you don’t need other
people to condone your actions.
This will free you to act on what
you believe, which will instill
confidence into your every act.
27. Lies, even little ones, imply that
you are willing to be lied to in
return. But when you keep your
conversation honest, you will
maintain a higher level of
integrity in your world.
28. The happiest person doesn’t interrupt
because He knows that if he wants to
be heard, he has to listen to others. By
listening instead of waiting to speak,
you can understand what motivates
others, which can help you build
rapport with them and understand
yourself.
29. HEre, I wish I was taller, smarter,
and better looking. But I’m not. As
soon as I realized that I wasn’t
going to be President of the U.S.A.,
I figured out what I did want to do
with my life: write.
30. It’s even better if it’s foreign travel.
Alas, getting out of the country can be
expensive. When you go somewhere
different, to remind yourself of how
people live in places other than those
that you’re used to, you will be happy
to return to what you have when it’s
time.
31. Yeah, it’s easy to read the above
points and say, okay, I get it. But
the hardest part of being happy
is realizing when negativity
starts to creep into your mind
and from there, getting rid of it.
32. You’re only as good as you feel,
and you can only feel good if
you look good. Personal
hygiene, grooming, and fashion
enter into this. Rarely will you
find someone well-dressed
crying by themselves.
33. IMPORTANCE OF “ C “ IN OPERATIONS
Definition or meaning of co operation : it is
something like mutual understanding among
co – workers to make situations more
agreeable for the betterment of their own & for
the organization .
Or
Voluntarily arrangement in which two or
more entities engage in a mutually beneficial
exchange instead of competing .
34. Cooperation displays team work efforts of an
organization.
If we follow this theory , it would acts as
violence prevention in any organization
C PLAYS A VERY IMPORTANT ROLE IN
ANY FORM OF OPERATIONS .
TO RUN ANY OPERATIONS SMOOTHLY
CO OPERATION IS VERY IMPORTANT .
CO OPERATION AMONG SPECIFIC
DEPARTMENTAL STAFF , AMONG
OTHER DEPARTMENT STAFF .
35. SO ITS VERY IMPORTANT TO ALL OF US
TO INHERITE THE ACT OF CO
OPERATION INSIDE US . THIS
EVENTUALLY HELPS US TO REACH
OUR ORGAN ISATIONAL GOALS , OUR
DESIRED GOALS WITH OUT ANY
BARRIERS , OBSTICALES .
CO OPERATION IS JUST LIKE GIVING
HELPING HAND TO OUR SUB
ORDINATES, TO OUR FELLOW WORKERS.
36. With this theory of co operation an
organization can reach its dessired
Goals in lighting speed .
This theory is not been thought , or
created by others ,
This theory is been learned & been
created by an individual for his own
betterment & for the betterment of
the organization .
37. 1} An individual is positive in his thoughts
2 } An individual is not working for himself , but
working for the organization to achieve their goals
.
3 } an individual who is a team member .
4} an individual who wants to grow in his personal
life .
5} an individual who wants to remain far from
stress , of being carried away from work & from co
workers .
6} an individual who really wants to see his
organization grow .
38. 1 } only by that individual who possess
calmness .
2} by that individual who shows
patient in all his actions .
3} an individual who’s passion is to
communicate .
4} an individual who understands his
team members well .
39. 1} unity – unity remains in tag with
proper co – operation.
2} proper team work – with proper
channel of co-operation among staff team
will perform well .
3} lack of differentiations – their would
not be any kind of differentiations among
the team members , sub – ordinates . if
there would be proper co –operation
among them.
40. 4} desired goals would be achieved
in lightning speed . as everyone
knows their responsibilities .
5} empire building – this helps in
building an organization , as its one
of the important element for the
success of an organization.
41. 1} positive approach from all
team members of the
organization.
2} constant communication
among team members.
3} right kind of attitude should
be inherited by all team
42. 4} friendliness concept should prevail
among team members.
5} recognizing & respecting the other
team member efforts.
6} willingness to enhance others
power {their skills, knowledge,
resources.} so that the others reach to
their goals with your enhancement .
43. 7} listening to other team member, for
their ideas & appreciating for the
same.
8} by putting competition aside by all.
9} always communicating with other
team members face to face.
44. What is communication?
Communication is simply a two way
process in which we share ideas,
information or sometimes transmitting
verbal or non-verbal transactions.
If there is healthy Effective communication
among staff { tem members } than there
would be productive relationship among
them ., which in return creats healthy
working atmosphere .
45. Good & healthy communication is
always the reason of one’s success
& poor communication is the
reason of failure .
It clearly indicated that
communication appears to be
the key to any teams success .
50. This communication chart indicated that
there should or we should always have face
to face communication & avoid the barrier
{ i.e. 3 party } . to have effective
communication link in an organization .
with such kind of effective communication
its healthy for the organization & for the
team members as there will be healthy
working atmosphere.
51. 70 % of mistakes at any
work place are direct
result of poor
communication
52. 1} fear
2} missligned expectations .
3} confussion.
4} loss of momentum.
5} dissatisfaction.
6} lack of commitment.
7} unconscious incompetence .
53. 1} proper eye contact.
2} active listening .
3} keep it short & simple .
4} avoid interrupting .
5} appropriate facial expressions .
6} exhibit affirmative head nods .
54. 1} do not speak too fast or too
slow.
2} do not interrupt the speaker.
3} do not assume that everyone
has understood
55. Before communicating on any
sensitive issue ….. ask yourself ?
What is the basic purpose or aim of
my communication .
Who will receive it ?
What is the likely attitude of the
listener ?
How much did he needs to know ?
Is my timing right ?
56. Listening is the ability to accurately receive
and interpret messages in the communication
process.
Listening is key to all effective
communication in an organization , without
the ability to listen effectively messages are
easily misunderstood –in this the
communication breaks down and the sender
of the message can easily become frustrated
or irritated.
57. 1} better customer satisfaction,
2} greater productivity with fewer
mistakes.
3} increased sharing of
information that in turn can lead
to more creative and innovative
work.
58. 1} stop talking .
2} prepare yourself to listen .
3} remove distructions .
4 } emphasize .
5} be patient .
6} avoid personal pre judice .
7 } listen to the tone .
9} watch for the non verbal
communication .
59. Why & how to impress our guests:
As we all know that first impression is the last
impression, so why not make use of this
saying to its fullest & let’s start impressing our
valued guests.
A through hospitality professional is the key
tool for building long term customer loyalty.
In these competitive times, it’s very necessary
to take the first step, to impress our guests,
before others take the advantage of it & move
forward.
60. Good customer service -----
lasting relationship.
Average customer service -----
steady relationship that could be
lost.
Poor customer service -----
lost business.
62. 1} when guests arrives .
2} the length of waiting before
service { actual service inside the
restaurant } .
3} at the time of providing actual
service { inside the restaurant } .
4} exit time .
63. 1} Knowing what our guests
wants & when it is wanted .
2} Thinking one step ahead of
our guests .
3} Being prepared with back
ups.
64. 1} commitment of quality service .
- by committing to quality service , we
could creat a positive experience for our
guests .
- by this we will go above & beyond our
guests expectation .
2} server { f & b personnel } should know
our products very well.
- this helps to win our guests trust &
confidence at one’s.
65. 3} know your guests.
- a servers service approach should be such that , he should
know in advance what are his guests needs .
- by this habit of proactivity we would surely win over our guests
& impress them .
4} treat { greet } all our guests with courtesy & respect .
- always remember every contact with our guest leaves an
impression.
- so greet all our guests at all given point , “ good afternoon ,sir /
mam “, “ good evening .” ,
- use phrases like ,” sorry to keep you waiting ,” “ thank you for
your order ,”.
- Use phrases like “hope you have a delightful dining experience
with us .” while escorting guests to their tables BY THE HOST .
66. 5} always remember never argue with the guests .
- this is very important aspect .
- always remember we all need to be solution focused rather
than problem focused .
- if we are solution focused than for sure we will retain that guest
, as he is happy , & for sure we will creat a atmosphere of
impressing the guests .
6} never leave guests hanging { alone } .
- Always remember, all communications with the guests needs to
be handled in sense of urgency .
- so incase any problem arises do not leave guests in middle of it
as then the problem may rise serious one .
- it’s a very good scenario , as its gives us an opportunity to
impress guests by solving his problem .
67. 7} guests are always right .
- Always remember this concept , as it plays a very important role
in impressing our guests .
} polite & friendly alternative.
I don’t know - I will find out .
No - what I can do is .
That’s not my job - let me find the right person who
can
Help you with this …….
That’s not my fault - lets see what best we can do about
this.
Calm down - I apologies.
I want you to - lets .
68. 9} take things slowly .
- this is because guests care more about quality
service & the competence of the service staff ,
rather than speed of service .
10 } know how to close the conversation .
Your willingness to do this will show our guests 3
important aspects .
-you really care about getting it right
-you willing to keep going , untile you get it right .
-you agree to the point that the guests are always
right .
69. 11 } getting feedback .
Getting feedback from our guests allows us to get an idea on
what matters to our guests . this make guests feel important as
he feels the organization is really bothering what their likes &
dislikes are .
12 } followings qualities should be inherited by all f & b service
staff .
Job knowledge.
Judgment.
Motivation to serve.
Selling techniques.
Planning .
Situation analysis .
Work standards { s.o.p }
71. 1} first impression: hosting - greet guests
as they enter our restaurant , depending
on the time , its rightly said when the
start is correct it ends perfectly .
2} when the guest opens the restaurant
door. {Enters the restaurant}.
3} escorting the guest at the allotted table.
72. 4} taking the order .{ greet guest at the
time of order taking }
5} suggesting them signature dishes of
our restaurant. – guests normally likes
suggestion’s form the servers , this is a
perfect act where we can impress our
guests , by giving away information to
them about our products .
73. 6} serving flavoured water . – with this
iam quit sure guests will definitely get
impressed & surprised as till now they
may have not come across any restaurant
serving flavoured water .also here we can
inform them about the health benefits of
drinking flavoured water. Oranges are
good sources of minerals such as calcium
, iron , sodium , copper , potassium ,
magnesium & sulfur .
74. 7} doing follow up after each course , whether they
enjoyed it or not.
With such kinds of follow up , guests will
definitely be impressed as they will come to know
that the service staff is really concern about what
their guests taste is about .
8} if any special request by any guest on food ,
consult with our head chef if its possible.
9} suggesting them our signature desserts.
10 } greeting our guests at all points .
Right from entering to exit.
75. 11 } be observative on small
things ,like refilling of water
glasses , making sure specific
table have right kind of cutleries
before their food arrives on
table, tissue paper.
76. 12 } never argue with our guests .
Always be calm & always show
courtesy & respect to all our guests .
Always remember guests wants us to
…..
Greet him .
Value him.
Help him.
Listen to him.
Invite him back .
77.
78. Body language is nonverbal
language, communicated by
our body gestures, facial
expressions.
79. Why body language is important?
1} with proper body language, our
interpersonal communication enhances.
2} it increases our confidence.
3} it creates good impressions on others
4} improves personal relationship as well.
5} it displays positivity of an individual.
80. 7 % of communication is delivered
by words.
38 % of communication is
delivered by our voice tone.
55 % to 90 % of communication is
delivered by our body language.
81. 1 } don’t cross your arms when
standing inside the restaurant :
As our job demands us to meet &
communicate with numerous peoples
each single day we have to show that
we are confident . crossed hands puts
us on defensive mood . an individual
who is not willing to understand .
82. 2} eye contact :
Proper eye contact is very
essential as it plays a vital role
especially in our industry , where
we meet numerous peoples
.keeping eye contact displays our
confidence level in our self .
83. 3} avoid your pockets :
To show confidence with our body
language is to keep our hands out of our
pockets . we put our hands in pockets
when we are uncomfortable or unsure
about something or about ourselves .
4} proper grooming :
Grooming is an essential component of
communicating confidence through our
body language .
84. 5} smile :
Always remember confident people
smile as they have nothing to worry about
.
6} nod when guests are talking with us :
It is most important nonverbal
communication . this is because as we
talk to our guests , nodding once a while
indicated that we are listening to them ,
but over doing should be avoided .
85. 7} always keegood attitude :
Always keep a positive , open &
relaxed attitude .
Lastly remember body language
impacts a great deal of how we
communicate, & can reflect quite
accurately what’s going on inside us .
86. As we meet different kinds of
guests every single day , we all
have to maintain a proper ,
descent body language . which
will display our work culture
through it .
87. People read our body language
very often. Always remember
our postures are a great source
of information . they tend to
reflect our mood & our
confidence level .