Chapter 1: Managing Service Enterprises
Chapter 1: Managing Service Enterprises
Chapter 1: Managing Service Enterprises
Chapter 1
Service
Service consists of interactions and transactions that result in relationships among customers and staff members, which is called customer relationships. Hospitality service enterprises are organizations that regularly engage in customer relationships.
Customer Relationships
Customer relationships may be measured by two factors. Intimacy the intensity of the interactions Duration time spent with the customers
Intimacy
Event Planner
Duration
A path of service is a choice we make, while one of servitude is forced upon us.
Management
Management is the accomplishment of an organizations objectives through the activities of others.
An organization is a collection of individuals brought together to achieve a common set of goals/objectives. It is made up of people who provide goods and services to customers.
The organizational climate is composed of opinions of individuals concerning the organizational culture.
Staff workers perform tasks, duties and responsibilities intended to support the line workers.
Mismanagement
Mismanagement occurs when managers prove to be negligent in managing the enterprise to a reasonable standard.
*Autocratic Management
^Employee Turnover vs. Employee Retention and Sound Leadership
Management Functions
Planning Organizing Influencing (Leading) Controlling
Management Hierarchy
Management Skills Management Functions
Conceptual
Senior
Planning
Influencing
Middle
Organizing
Technical
Supervisory
Controlling
Management Responsibility and Risk Management responsibility involves assuming responsibility for an area of authority. Management risk occurs when managers engage in behaviors (ex. decision-making) that may be detrimental to a managers standing in the organization.
Becoming a Manager
Management Training Problem solving activities Intervention planning Solution optimization
Trial-and-error Modeling Mentoring
practice
*Training Reinforcement
Role of Supervisors
Supervision is the first level of management that oversees the work being performed by line and staff workers. As a person moves up the ladder, he spends less time supervising the performance of others and more time engaged in planning and organizing activities.
Achieving Objectives
Managers and supervisors are responsible for achieving objectives through the activities of others.
Objectives Strategies Policies Standards Procedures