Chapter 1: Managing Service Enterprises Flashcards
Define Service
interactions and transactions that result in relationships among customers and staff members
What are included in the Hospitality Industry?
Attractions Entertainment Food Service Lodging Meetings and Conventions Personal Health and Fitness Recreation Social Events Travel Tourism
Present the Customer Service Relationship Model
Intimacy (Y-axis)
Duration (X-axis)
Upper left: low duration, high intimacy
Upper right: high duration, high intimacy
Lower left: low duration, low intimacy
Lower right: high duration, low intimacy
is intrinsic duty of leaders to provide service to their followers everyday (w/o being asked for assistance)
Stewardship
accomplishment of an organization’s objectives through the activities of others
Management
collection of individuals brought together to achieve a common set of goal or objectives
Organization
Define Management
the process of utilizing resources effectively and efficiently to achieve defined objetives
What are the steps/process in management?
- Planning
- Organizing
(Staffing) - Leading
- Controlling
Explain the Management Hierarchy
Top(Conceptual/Analytical Skill; established policies)
Middle(Interpersonal/Human Skill; executes the plan)
Lower(Technical Skill; direct access to the employees)
Goals & Strategy
Planning
Tasks & Persons
Organizing
Training & Recruitment & Selecting
Staffing
Motivate (& direct people)
Leading
Monitoring (the performances)
Controlling
What are the 7 M’s?
Man Power Money Market Method Minutes Materials Machines
What is the objective of a Super visor?
target for performance
What are the strategies of a Super visor?
Strategies
Tactics
broad range action steps
Strategies
narrow action steps
Tactics
What are the policies of a Super visor?
Policies
Procedure
Standards
broad guidelines for performance
Policies
daily action steps
Procedure
list of procedures
Standards
What is the Basic Levels of Management?
Senior
Middle
Supervisory
What are the 3 Management Functions?
Planning
Organizing
Control
