1. Management functions and roles Hospitality Management

2. Management Defined “The process of working with and through others to accomplish organizational goals in an efficient and effective way.”

3. Three levels of Management Plus Nonmanagerial Associates

4. General Managers in the Hospitality Industry: pressures, roles, demands Whatshould GM beable to do/know to dealwithall theseinterestgroups?

5. Managerial Roles Figurehead Leader Liaison Spokesperson Negotiator

6. Leadership vs. Management

7. Key Management Functions Planning Organizing Decision making Communicating HR and motivating Controlling

8. Business functions Human resources Sales and marketing Operations Customer service Finance and accounts Administration and IT

9. Organization of Hotel Functions

10. Human resources Recruitment and selection Staff retention Motivation Discipline Training and development Health and safety

11. Sales and marketing Sales strategies Pricing decisions Promotion activities Market research Sales team Product or service development

12. Operations Buying stocks Planning travel operations Monitoring costs Future business planning Efficiency

13. Customer service Dealing with customer enquiries Advising customers Monitoring service delivery Dealing with customer complaints After-sales service

14. Finance and accounts Cash flow: monitoring costs and revenues Preparing accounts Raising finance for investment Communication with other areas of firm

15. Administration and IT Internal business communications Clerical work Telephone systems Reservations database Company Web site Email system

16. Administrative tasks are in all business functions: Handling telephone enquiries Processing customer sales Booking accommodation Receiving and processing payments Sending out confirmation letters Sending tickets by post Dealing with customer questionnaires and feedback

17. Problems can occur at all stages Getting the wrong information Getting the information wrong Processing details incorrectly Failing to notify important contacts Not answering the telephone promptly Failing to act on customer queries and other requests for information

18. Some examples of administrative tasks Selling a package holiday through a travel agency: brochure ordered by customer assistant makes booking on computerised reservations system assistant records booking on agency’s internal system customer receives confirmation by post agency confirms booking with tour operator

19. Management control Authority – the right to make decisions and perform tasks Span of control – the number of people for whom a supervisor/manager is responsible Chain of command – how the layers of authority are organised in a firm

20. Management control 2 Hierarchy – who is responsible for whom Empowerment – responsibility to make decisions is given to all Delegation – authority passed from a superior to a subordinate

21. Ways to structure a business By function: arranging the business according to what each section or department does By product or activity: organising according to the different products made By area: geographical or regional structure

22. Ways to structure a business 2 By customer: where different customer groups have different needs By process: where products have to go through stages as they are made What are the advantages/disadvantages of different types of business structure?

24. Outsourcing

25. Increase in part-time workers

26. Technological advances

27. Social and environmental issues

28. Greater emphasis on ethicsDiversity in associates Lack of basic job skills Increased need for training Need to promote from within Managing sales revenue all the way to the bottom line