TH117: Customer Experience, Organizational Planning and Human Resources

1. TH117: Customer Experience, Organizational Planning and Human Resources Units 5, 6 & 7 Note: This seminar will be recorded by the instructor.

2. TH117: Global Hospitality • Unit 5 : Management • The function of management is the core focus of this unit. • Three central ideas about management are conveyed in this unit.. • Management, although changing, involves a specific way of thinking. As new techniques are developed, they build on the base of earlier work. • Management is problem solving and its work creates value by responding to the needs of both employee and customer, whom management serves.

3. TH117: Global Hospitality Management: From a Service Viewpoint Peter Drucker, the economist and management consultant, stated that the basic purpose of business is to “create a customer,” that is, to determine unfulfilled consumer needs and find a way to fill them. Questions?

4. TH117: Global Hospitality Four Questions for a Hospitality Manager: To answer this question, Drucker posed a series of additional questions: ■ Who is the customer? ■ What is value to the customer? ■ What will our business be? ■ What should our business be?

5. TH117: Global Hospitality • Pioneers in Management Theories • Taylor and his work process focus • Fayol and administrative management • Mayo and his concern with the worker

6. TH117: Global Hospitality • Pioneers in Hospitality Management: • Statler introduced the idea of a popular-priced, full-service hotel, as well as uniform standards in all his • hotels. • Stouffers adapted Taylor’s and Fayol’s ideas to their restaurants • Johnson, Sanders, Kroc, and Wilson all played key roles in developing franchise organizations based on voluntary adherence, mutual interest, and shared knowledge.

7. Pioneers!

8. TH117: Global Hospitality Unit 6: Organizational Planning A new way of thinking in the Hospitality Management discipline advocates all the management functions are lively, real, and potentially useful to worker, supervisor, and manager alike

9. TH117: Global Hospitality Planning Concepts Planning concepts: 1) Policies 2) Plans 3) Rules 4) Methods, 5) Procedures 6) Standards 7 ) Budgets 8) Strategies 9) Tactics

10. TH117: Global Hospitality • Important Planning Strategies • Managers should consider: • Product and service strategies • Human-resources strategies • Community relations strategies

11. TH117: Global Hospitality

12. Bases for Dividing Work Five bases for dividing: • Function • Product or service • Geography • Customer • Process

13. Example of Org Chart

14. Unit 7: Human Resources • EMPLOYEE MOTIVATION • Most definitions include the ability of a leader to motivate his followers to achieve a common goal • Some of the things that motivate people: • -Money, Fame, Fortune, Etc. • -Altruism, Philanthropy, Intellect, Etc. A group of individuals may be equally motivated to undertake a task, but the sources of their motivation may differ

15. TH117: Global Hospitality Herzberg’s Motivation and Hygiene Factors • Hygiene Factors • Working Conditions • Policies/rules • Salary or benefits • Supervisors • Status • Job security • Fellow workers • Personal life • Motivation Factor • Recognition • Achievement • Advancement • Growth • Responsibility • Job challenge

16. Types of Training Fundamental Skills Training includes interpersonal communication, basic skills, and occupational safety/compliance.

17. Types of Training Business Skills Training includes customer relations, sales/dealer training, competition/business practices, managerial/ supervisory skills, executive development, and new employee orientation.

18. Types of Training Technical Skills Training include firm-specific technical skills, general information technology skills, and professional skills.

19. Give People • The skills to do their job • The skills to effectively interact with others • Team Members • Managers • Employees • Customers • Encouragement and Support

20. QUESTIONS/ CONCERNS?????

21. Thanks for Coming: See you in Week 8!