4_Managing Lodging Operations.pdf

Managing Lodging Operations Management functions goals Planning get together Organizing resources stafs Directing supervise Controlling compare results , take action...

Managing Lodging Operations Management functions goals Planning get together Organizing resources stafs Directing supervise Controlling compare results , take action as necessary Planning Planning is the process of looking into the future in order to ______________________. establish goals for an organization Loading… When planning, managers establish short-term goals and long-term goals. Short-term goals: Goals that are to be achieved in the very near increasing occupancy future (usually less than one year). guest satisfaction · , · lowering operating costs Long-term goals: Goals that are to be achieved over an extended period (usually longer than one year). · renovations brand expansion · Organizing After managerial planning has identified goals, managers must be concerned about organizing the resources of the organization to achieve these goals. Organizing: Actions designed to bring together and _____________________ arrangethe resources of a group to help it achieve its goals. Resources: people, facilities, equipment, and money Directing An important part of management is the creation of an environment that encourages workers to want to do their best work. Loading… Directing people involves leading and inspiring others, teaching new skills and attitudes, helping workers develop through their own efforts, and creating pay systems that compensate workers fairly. Directing: The process of ____________________ supervising staff members in the workplace. Controlling Good managers know that it is necessary to check up or follow up on assigned tasks to ensure that the work of those managed is progressing toward the achievement of the organization’s objectives. The process of controlling involves comparing the progress of the organization in meeting its goals with its original projections, and eliminating the obstacles that hinder goal achievement.’ Controlling: The process of comparing actual results to planned results and taking corrective action as needed. Management principles good of the organization The _______________________ must be put before the good of the organization’s individual members. The responsibility to achieve organizational goals should be accompanied by the authority to do so. Discipline in an organization is necessary but must be impartially applied. Pay rates within an organization should be established fairly. Clear lines of authority There should be ____________________ for use in achieving organizational goals. Organizational chart: Larger hotels General Manager Assistant (GM) General Manager Front office Housekeeping Food & Beverage Sales & Marketing Human resources Finance & Accounting Maintenance Security Organizational chart: Smaller (limited-service) hotels General Manager Food & Front office Housekeeping Maintenance Beverage outsourced outsourced  General Manager · General Manager : The executive responsible for all hotel operations , overseeing all staff and departments · Assistant General Manager : Assists The General Manager and takes charge in their absence Departments of a hotel Front Office Department: Front Office Manager: Oversees reception, reservations, guest services, and concierge. Loading… Receptionists, Concierge, Reservation Agents, Bell Staff Housekeeping Department: ______________________: Manages housekeeping staff and ensures cleanliness standards across the hotel. Housekeepers, Laundry Staff, Public Area Cleaners Departments of a hotel  Departments of a hotel cont. Food and Beverage Department: Food and Beverage Manager: Responsible for managing all aspects of food service, including restaurants, bars, room service, and banqueting. Chefs, Kitchen Staff, Waiters, Bar Staff, Banquet Staff Sales and Marketing Department: Sales and Marketing Manager: Develops strategies to __________________ increase occupancy and manage booking channels. Sales Executives, Marketing Executives, Booking Agents  Departments of a hotel cont. Human Resources Department: HR Manager: Handles ____________________, recruitment training , and welfare of all hotel staff. HR Officers, Training Staff Finance/Accounting Department: Financial Controller: Manages the hotel's budget, financial planning, and accounting. Accountants, Financial Analysts, Purchasing Staff  Departments of a hotel cont. Engineering and Maintenance Department: Chief Engineer: Responsible for the maintenance of the hotel’s _________________. Physical infrastructure Maintenance Staff, Electricians, Plumbers Security Department: Security Manager: Oversees the safety and security of guests, staff, and hotel property. Security Officers, Surveillance ____________ Staff The role of General Manager (GM) GM Duties Owner relations Owner relations include all communications between the general manager and those who own or invest in the property. A hotel may be owned and operated by a general manager. The general manager is employed either directly by ______________ the hotel's owners or by a ___________________ management company that operates the hotel for the owner. Individuals or corporations who own or invest in a hotel property look to the general manager to have a positive influence on the hotel’s standing in the market, its physical condition, and its profitability. Hotel Business Itself · Real Estate · the hotel value of  Hotel business itself Executive committee facilitation The GM is the _________________________________. leader of hotel's on-site a management team That team may consist of a number of managers and supervisors with specialized lodging industry knowledge. The talents required to successfully handle this part of the GM’s job include good listening skills, the ability to evaluate and implement managerial training and development programs, and a desire to assist in the professional improvement and growth of your team. Hotel Management Team Members Staff development Regardless of a hotel’s size, the general manager of a property will play a major role in the professional development of the hotel’s key staff members. Property management The number of guests that will be arriving The number of guests that will be departing The total number of rooms to be sold The room rate to be paid by each guest All room amenities promised by the hotel will be provided All services typically provided by the hotel will be available Each room to be used has been thoroughly cleaned The hotel’s physical plant will supply the necessary heating or cooling of air, water, and power required by guests The hotel’s guests and their property will be safeguarded during the guest's stay.  guest’s stay Brand affiliation management If the you, as a general manager, are operating a branded hotel, you also have a responsibility _____________________ to comply with the franchise agreement signed by your hotel’s owners. The general manager of a branded property will be responsible for communicating effectively with franchise brand officials about marketing and sales programs offered by the brand that can improve the profitability of the hotel. Brand affiliation management cont. _________________: Quality Inspection Scords Sometimes called Quality Assurance (QA) scores, these scores are the result of annual (or more frequent) inspections conducted by a franchise company to ensure that franchisor-mandated standards are being met by the franchisee. Quality inspection scores are used as a measure of the _______________________, effectiveness of the general manager the hotel’s management team, and the owner’s financial commitment to the property. Brand affiliation management cont. Properties that consistently score high on the inspections may be rewarded by the brand managers in a way that allows the hotel to use its high score in its ________________ Promotion and advertising Ex) Choice Hotels designates franchise partners that score very well as “Silver” award winners, those that score even better as “Gold” award winners, and the very highest scorers are designated as “Platinum” award winners. Silver lowest ↓ I Gold fr highest Platinum Community relations In many communities, a hotel is more than merely another service business. In fact, the hotels in an area, collectively, can dictate in large measure how those outside the community view the area. The local government and community leaders often look to local hotel general managers to become leaders in efforts to attract new businesses, expand tourism opportunities, and provide input as to the needs of the local business community. The role of GM’s Supervisor As the highest-level manager at the hotel property, the - general manager will be supervised by one of the following: Management company GM has Property owner · manager too ! Management Company Supervision Hotel general managers employed by a management company are typically supervised by a district, or regional manager. A ______________ regional manager is the person in a management company who has a direct line of authority over general managers in individual properties. Depending upon the size of the management company and the number of hotels it manages, the regional manager may supervise a few or many individual general managers. It is the primary job of the regional manager to supervise hotel general managers and, in many cases, to serve as the management company’s contact with the managed hotels’ owners or investors. Property Owner Supervision Some hotel general managers are supervised directly by their hotels’ owners. While many small owners serve as general manager of their hotel, the most successful of them will buy additional hotels and then seek professional managers to assist in the operation of these additional properties.