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Management
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Objective:
1. Provide clear information about the
manager’s daily role in the operation.
2. Provide the basic elements of management
within the two hour session
3. Describe how to be a good and effective
manager in every situation.
1. A manager is the person who deals with
all the situations in his area of work
2. There are 7 basic Management
functions are:
Planning *Organizing* Staffing* Co-coordinating* Directing * Controlling *Evaluating
Key point:
1. Never
assume that you understand a situation. Ask questions to ensure that you
comprehend instructions and that your instructions are carried out correctly.
2. Consistent
management is important for your reputation as a manager:
1. Repeat tasks daily: Checklists, maintenance requests, breakage reports,
1. Repeat tasks daily: Checklists, maintenance requests, breakage reports,
2. Repeat tasks weekly: Scheduling
3.
Repeat tasks monthly: Appraisals, Checking log book
Monthly
training plan for the outlet
3. Take immediate corrective measures for
wrong action.
4. Think before you speak
5. Don’t accept that people to speak bad about the
company, the hotel, the country, the management, other colleges in a group
6. Supervise
that people follow steps given in the briefing or training
Staff Management
1. Gain sufficient knowledge
about the scheduling process.
Level of business vs. manpower required
2. Achieve a better
understanding about the process of giving instructions and gaining the support
of your subordinates in every situation.
3.
Understanding the
basic elements to conduct a successful training session.
4. Increase staff productivity
and motivation.
Scheduling
process
- Assure according to the vacation plan you have sufficient persons in your operation.
- Plan vacation ahead of time on the attendance sheet
- (Verify according to occupancy forecast staff available)
- Complete your weekly work schedule according to the vacation plan.
- Distribute your work schedule always on the same day every week.
Objective
1. Provide clear information about the
manager’s daily role in the operation.
2. Provide the basic elements of management
within the two hour session
3. Describe
how to be a good and effective manager in every situation
Key
points:
1. A manager is the person who deals with
all the situations in his area of work.
2. There are basic Management
functions are:
1. Planning 2.Organizing 3.Staffing 4.coordinating 5.Directing 6.Controlling
7. Evaluating
An effective management can be described in “Total
Quality Management”:
Zero Time. Zero Money. Zero -waste/Paper. Zero Complains. Zero Defects.
Key point:
1. Never
assume that you understand a situation. Ask questions to ensure that you
comprehend instructions and that your instructions are carried out correctly.
2. Consistent
management is important for your reputation as a manager:
a. Repeat
tasks daily: Checklists, maintenance requests, breakage reports, Structure of briefing
b. Repeat tasks weekly: Scheduling
c.
Repeat tasks monthly: Appraisals, Checking log book
Monthly
training plan for the outlet
3. Take immediate corrective measures for
wrong action.
4. Think before you speak
5. Don’t accept that people to speak bad about the
company, the hotel, the country, the management, other colleges in a group.
6. Supervise
that people follow steps given in the briefing or training
Objective:
1. Gain sufficient knowledge
about the scheduling process.
Level of business vs. manpower required
2. Achieve a better
understanding about the process of giving instructions and gaining the support
of your subordinates in every situation.
3. Understanding the
basic elements to conduct a successful training session.
You need 1 person to serve 24 guests
in “a la carte” or 6 tables
You need 1 person to serve 32 guests
in “buffet” or 8 tables
2.
Instructions:
Staff
requires direction and feedback on their job.
2.1 Direction:
1. Call
a person by his name (Ownership of a task)
2. Give
a step by step instruction speaks clearly and is concise
3. Listen
to feelings
4. Look
for non-verbal clues of misunderstanding
Fidgeting,
avoiding eye contact, sighing, pulling on clothes
Gain attention by: eye
contact, humor, silence
5. Ask
the person to repeat what you have asked him to do.
2.2 Feed-back:
1. Once
a person has completed a job, go and check it yourself
2. Explain
to the person the right or wrong things done referring to your instruction.
3. Once
a person has corrected the task, thank him for a job well done.
2.3 Dealing with an aggressive behavior:
1. Maintain
a relaxed posture:
Keep your arms to the side,
smile, sit down on a table, lean forwar
2. Remain non defensive:
Refrain from using the word “you” and replace by we.
Control the feeling that you have to
be right
3. Clarify and acknowledge:
Show the person that you are trying to listen to him,
check for understandings.
4. Ask to discuss the problem privately not
in front of your sub-ordinates.
5. Allow the other person to save face:
Acknowledge the other persons point of view.
Remember that most conflict-ion situations come from
a lack of clear communication or information. Therefore you can be in the wrong
for not giving the information.
Everyone can make a mistake, don’t be
scared to acknowledge mistakes even with your sub ordinates and move forward.
This will show maturity.
3.
Staff motivation:
3.
1 People generally try to please
their managers
Acknowledge good work in front of
the group.
Deal with bad work or behavior
privately and not in front of the group.
Celebrate success:
1. Good
guests comments
2. Successful
function
3. Over
budgeted revenue
4. Personal
issues such as birthdays, weddings, promotions
Deal with failures on the spot:
1. Explain
the problem as a group by using “we”
2. Clarify
the problem.
3. Explain
the corrective measures and encourage people to act immediately
3.2 Lead by example
1. A
leader is a self starter and does not wait for instructions
2. A
leader does not tell someone to do something and refuses to do it himself
3. A
leader looks to the future and does not dwell on the past
4. A
leader looks for solutions and does not look too long at the problem
5. A
leader encourages and does not discourage
6. A
leader remain positive in all situations
7. A
leader remains calm and never panics
8. A
Leader has confidence and listens actively to remarks
9. A
leader looks, analyses and directs
10. A
leader is a role model in the society
3.3
Ground rules for group handling:
1. Be
prompt and regular in attendance
2. Enter
all discussions enthusiastically
3. Give
freely of your experience (good & bad)
4. Allow
and encourage others to contribute
5. Listen
actively and take notes.
6. Ask
questions when you don’t understand
7. Appreciate
the other’s person’s point of view
8. Provide
constructive feed-back and receive it willingly
9. Keep
confidence and assume others will (Don’t say: don’t tell anyone)
10. Confine
your discussion to the topic
4.
Key points for successful
training:
1. Focus
on learning, not training
2. Make
the training sessions fun.
3. Put
yourself in the trainees shoes.
4. Be
honest.
5. Focus
on a few important things. Ask: “What do I want to be sure they learn”
6. Review
often
Remind trainees how the piece fits
in the big picture.
In learning sessions ask “So what” and
“Why is this important for me?”
Always begin with: Goals, Objectives
7. For
skills training always do: Tell, Show, Do, Review
8. For
knowledge training always do: Tell, Test, Review
9. Always
summaries at the end of a session.
10. Nothing
is common sense.
11. There
is no stupid question
12. Use
silence to draw out questions.
13. Keep
lecturing to a minimum.
14. In
general, do not go more than ½ hour without a break
15. Every time you state a rule or a guideline, use an example.
16. Always
check the training room before the session.
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