Chapter_3_Management_Supervision_and_Service_Skills

Chapter_3_Management_Supervision_and_Service_Skills -...

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Unformatted text preview: Management and Management and Supervision Skills Supervision Skills It all starts at the top! Terminology Terminology • Human Relations – the skills needed to understand and effectively interact with other people. • Empowerment – the act of granting authority to employees to make key decisions within the employees’ areas of responsibility. • Reengineering – reorganizing hotel departments or work sections within departments. Or ga ni za tion al Le ve ls in a Ho tel En try- Lev el Em ploy ee s Su per viso ry- Le vel Ma na ger s (Su per viso rs/M ana ger s) Mi ddl e- Lev el Ma na ge me nt (De pa rtme nt He ads ) To p Lev el Ma na ge me nt Ge ne ral Ma na ge r General Manager Skills General Manager Skills • Conceptual Skills – the ability to collect, interpret and use information in a logical way. • Interpersonal Skills – the ability to understand and interact well with people, including guests, employees and suppliers. • Administrative Skills – the ability to organize and direct work efforts required by the hotel. • Technical Skills – the ability to perform hotel management-specific aspects of the job. General Manager’s Role General Manager’s Role • Planning • Organizing • Staffing • Directing • Controlling • Evaluating • Develop a budget or plan • Assign responsibilities • Recruit, select, orient & train • Supervise work assigned • Taking corrective action • Assessing the extent to which plans were attained General Manager Relationships General Manager Relationships • Hotel employees –...
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This note was uploaded on 03/06/2011 for the course HFT 4000 taught by Professor Brown during the Spring '11 term at FIU.

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Chapter_3_Management_Supervision_and_Service_Skills -...

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