ch 1 Flashcards
what is an action plan?
step-by-step activities defining the who, what, where, when and how of implementing a strategy
what are assets?
things that are of significant value to the hospitality organization
what is a business plan?
bridges strategic and operational planning activities by specifying how the organization will move forward in the upcoming year toward attaining long-range goals
what is coaching?
a supervisory procedure that involves complimenting an employee for desired behaviors and correcting performance problems at the time they are observed
what are competencies?
knowledge and/or skills required for successful job performance
what are conceptual skills?
one of three critical supervisory skills. conceptual skills are the intellectual skills supervisors need to perform their jobs well, including the ability to visualize problems, develop solutions, and make decisions
what is controlling?
the supervisory task of measuring actual results against expected results. controlling also refers to safeguarding the operation’s property and revenue
what is coordinating?
the supervisory task of assigning work and organizing people and resources to achieve the operation’s objectives
what is directing?
the supervisory task of managing, scheduling and disciplining employees. directing includes such things as training and motivating employees.
what is evaluating?
the supervisory task of:
1 - reviewing the operation’s progress toward organizational goals
2 - measuring employee performance against the organization’s standards
what is the executive committee?
a group consisting of top-level managers and department heads that meets regularly to discuss organization-wide concerns
what is formal authority?
the authority that comes with the position a person holds in the organization
what are human relations skills?
one of the the three critical supervisory skills. human relations skills include all those abilities necessary to deal effectively with employees on a personal level including communication, leadership and team building
what is informal authority?
the power someone has because of his or her abilities, charisma, or other personal traits. also referred to as person authority
what does labor-intensive mean?
the concept that many tasks required in the hospitality industry must be performed by people, and these persons cannot be replaced by technology
what are line-managers?
a manager with decision-making authority in the chain of command
what is a long-range plan?
generally covers a time period of three to five years and outlines how the organization intends to close the gap between where it is today and where it wants to be in the future
what is management?
the process of using available resources to achieve organizational goals
what is a manager?
a person who directs the work of supervisors
what is a marketing plan?
indicates how the goals set by an organization’s business plan will be achieved in the upcoming year through marketing and sales effors
what is a mentor?
an experienced employee who advises less experienced staff members about issues related to the job, the organization, and their professional careers
what is a mission statement?
a broad description of an organization’s reason to exist, forming a basis for developing goals and objectives and guiding the allocation of resources within the organization
what is operational planning?
specific activities usually cover a planning horizon of no more than one year. activities include developing a business plan, a ,marketing plan and an operations budget
what is an operations budget?
management’s detailed plans for generating revenue and incurring expenses for each department within the operation; also referred to as the revenue and expense budget
what does organizing mean?
the supervisory activity that attempts to best assemble and use limited himan and other resources to attain organizational goals. it involves establishing the flow of authority and communication among people
what is planning?
the supervisory task of creating objectives and action plans to reach them
what are staff managers?
technical specialists without decision-making authority
what is staffing?
the supervisory activity of recruiting and hiring employees
what is strategic planning?
general acctivities that guide and organization toward a desired future state. activities include developing a vision statement, mission statement, and values statement that culminate in three to five year long range plans
what are subordinates?
persons who are at a lower organization level
what is a supervisor?
someone who manages entry-level or other employees who don not have supervisory responsibilities
what are technical skills?
one of three critical supervisory skills. these skills form the basic work behaviors of any job. for example, technical skills required of a food server are basic math, good eye-hand coordination, balance, strong communiaction
what is a values statement?
embodies the shared beliefs, common convictions, and acknowledged principles that unite managers, supervisors and staff members as they create the organization’s future
what is a vision statement?
a projections of an organization’s future: where it wants to be and what is wants to look like at a specific point in time
what is management?
the process of using what you have to do what you want to do
what are the 7 basic categories of resources?
people money time work procedures and methods energy materials equipment
what are the basic types of demands that confront supervisors?
- increasing profits or lowering costs
- defining and attaining quality and quantity standards for products and services
- maintaining or creating a good public image
- providing professional development opportunities for staff members
what are the four management levels in a hospitality property?
top level management
middle level management
managers
supervisors
what are some of Henri Fayol’s basic management principles?
concept of authority organizational hierarchy discipline unity of command common good compensation centralization division of labor matching staff stability employee initiative team spirit
what are common planning activities?
creating a: values statement mission statement vision statement long-range plan business-plan marketing plan operations budget
what are some basic principles applicable to the management function of organizing?
-authority should flow in an unbroken line from top to bottom
-each employee should have only one supervisor
-relationships between departments in the organization must be considered when managers organize.
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