IDENTIFY
The _________ are the largest and fastest-growing industries in the world.
hospitality & tourism industries
Enumerate the levels of Planning & Time scope of their plans
Top-management planners (3-10 yrs)
Mid-management planners ( 1-2 yrs )
First line / Low Level Management planners ( less than a year plans )
Apathy + Brush-off = ________
Coldness
What is diferrence between front of the house and heart of the house?
Employee is in direct contact with a guest (front of the house)
Performing duties behind the scenes (heart of the house)
What month has 28 days?
All. 12 months.
___________ is the act of giving employees the authority, tools, and information they need to do their jobs with greater autonomy.
Empowerment
Enumerate the Qualities of a good plan
Comprehensive, Minimize the risk, Specific and Flexible.
Corporate Philosophy : Core beliefs of Company
_________________ : Overall style or feel of Company
Corporate Culture
Explain why hospitality business products are intangible and perishable?
Our services mostly intangible, meaning the guest cannot “test drive” a night’s stay or “taste the steak” before dining.
Perishability - we have 1,400 rooms in inventory – that is, available to sell – but we sell only 1,200 rooms. We have permanently lost 200 room-nights & their revenue.
With 1 line make this addition problem correct.
5+5+5 = 550
545 + 5 = 550
( + sign turns to 4 )
To ________, you find out what happened in the past and what is happening today.
Forecast
Enumerate the Management Process
Planning, Organizing, Leading, Decision Making, Control
________________ : QUALITY VACCINE
EDWARDS DEMING : DEMING CYCLE
Philip B. Crosby’s
What is Quality? Total Quality? and Total Quality Management?
Quality - “meeting or exceeding customer expectation.”
Total Quality - the continual improvement of the quality
TQM - management philosophy in which process is refined with the goal of improving the performance of an organization response to customer needs & expectations.
Name three consecutive days without using any of the following days: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday and Sunday.
Yesterday, Today, Tomorrow
__________ is a diagram of a sequence of activities to complete a project. It shows the time for each activity & plans for activities that can be done ahead of time or simultaneously.
PERT. Program Evaluation and Review Technique
Apathy, Brush-off, Coldness, Condescension, Robotics, Rule book and Run-around
Standing Plan : Recipe
Single-use plan : ________
Budget
Explain what is Pareto Principle?
Dr. Juran described it as the “vital few & trivial many.”
80/20 rule: 80% of the sales come from 20% of the customers
There's a boat full of people yet not a single person on the boat. How is that?
They are all Married
a continuous process that works best when managers are also good leaders. A successful company will employ leader-managers who create a stimulating work environment in which guests and employees.
Total Quality Management
Enumerate at least "8" of the key elements of Total Quality
(Clue: SB, CF, OWQ, SA, LTC, T, CPI, E&T, FTC, UOP, EI&E )
Strategically Based
Customer Focus
Obsession w/ Quality
Scientific Approach
Long term Commitment
Team work
Continual Process Improvement
Education and Training
Freedom through Control
Unity of Purpose
Employee Involvement and Empowerment
Setting everything up to run efficiently : _________
Keeping it running efficiently & effectively : Managing.
Organizing
Explain why MBO is the best planning for change option?
With MBO employees jointly set goals for their departments & then plan strategies as how to meet or exceed the goals. It will deal resistance.
Listen to your teacher.
Reminder to teacher: Cows and Chickens question.
TEN
"There are 30 cows and 20 ate chickens."