the one who manages entry level or other employees who do not have supervisory responsibilities.

Link pin between management and frontline.

power to get things done

Formal - based on position held

Informal - based on abilities

1. Focus - pay attention
2. Interpreting - understand meaning
3. Evaluating - evaluate information
4. Responding - decide what to do

provides service or products directly to guests.

ie: front office deals with guests

food and beverage

provide service or products to the line department

• Human Resources
• Accounting

Management by Objectives

Best way to measure an evaluation

•  
  • people
  • money
  • time
  • work procedures and methods
  • energy
  • materials equipment and tools

• Top Mgmt. - GMs and VPs
•  Middle Mgmt. - Dept. Heads
• Supervisory Mgmt. - Dept. and Area Supervisors

• Planning; strategic & operational
• Organizing; responsibility to dept.
• Coordinating; bring dept. together for 1 goal
• Staffing; recruit/hire applicants
• Directing; all activities to get job done
• Controlling; ensure your attaining objectives
• Evaluating; How well did you do?

• Distractions
• Differences in background
• poor timing
• emotions
• personality differences
• prejudices
• differences in knowledge and assumptions
• stress

• facial expression
• eyes
• posture
• gestures
• body movement

• Salaries of trainer and trainee
• Facilities
• equipment
• materials
• possibility of more errors and less productivity during training
• misc. expense

quantity of work by trained employee

Restaurant - # of covers, # of tables turned, avg. check

Front desk - # of check-ins, # of check-outs

Housekeeping - # of rooms cleaned, quality scores

• Determine total labor hours
  (from previous standards)
• determine required number of employees (full and part time)
• estimate labor expenses
  (multiply labor hrs x avg. hourly rate)

Moving Avg. = Activity in Previous n Periods

                n

Stagger regular work shifts

Greatest # during peak, Smaller during slow

Compress work week - 4 10-hour days

Implementing split shifts - two separate shifts during same day

Increase part time shifts

greater scheduling flexibilities

• unskilled supervisors
• ineffective forms
• inadequate procedures
• infrequent evaluations
• fear of offending employee
• fair of unfairness
• failure to follow-up

(improve) a supervisory function that helps employees improve their performance on the job by providing feedback.

ie: With more eye contact, bigger smile and more knowldge of the menu, she could be one of the best servers.

(assist) a function of trained professionals that helps employees learn to solve their own, non-job related problems.

ie: Over the past month, she changed from a smiling, friendly employee to a withdrawn almost surly person.

(change behavior) a supervisory function generally required when an employee knows how to complete a task but performs poorly on purpose.

ie: For the 3rd time this month, Henry showed up late for work.

• Distracted by phone calls, walk-in quests
• Difference in background
• Poor timing
• Emotions
• personality differences
• prejudices
• differences in knowledge
• stress

Categoris to Avoid

when Interviewing

• Birthplace, age, religion
• Race, credd, color
• height, weight
• marital status
• National origin
• Arrest records

Benefits to Training

Trainee

• prepares employees to do their job
• Improves self confidence, motivation and morale
• prepares for promotion
• reduces stress and tension
• provides an opportunity to succeed

Benefits to Training

Property

• Increases productivity and reduce costs
• builds a strong employee team
• decreases safety hazards
• creates a better image
• builds repeat business, increase referrals
• attracts potential employees
• decreases absenteeism and reduces turnover

Benefits to Training

Guests

• provides high quality products and services
• makes their stay more pleasant
• they feel like they are getting their moneys worth
• provides a safer visit

Four-Step Training Method

1. Prepare to train

write objectives, develop step by step plan. Decide on training method, prepare a schedule and a location. Prepare training area.

Four-Step Training Method

2. Conduct training

prepares trainees, begin session, demo steps, avoid jargon, take enough time and repeat steps.

Four-Step Training Method

3. Coach Trial Performances

Four-Step Training Method

4. Follow-through

1. Goals are set with employee
2. Strategies for training & coaching are built into plan
3. Next evaluation compares goals rach with goals already set
4. New goals and strategies for attaining them are set for the next evaluation period.

90% occupied = 250 x .9 = # of rooms (225)

225 (# rooms) x .5 (time to clean) = # labor hrs

7 hrs per shift / .5 = 14 rooms per day

225/14=16

$10 per hr x 16 = $160

160 x 7 =