Transcript
Managing Service EnterprisesChapter 1
Pio G. Castillo/BA100: Dana Tesone
Service Jobs and Managers
Service jobs require technical skills to perform job functions.
Managers are responsible for other people who perform these functions.
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
Customer Service Relationship Model
High
Low HighDuration
Inti
macy
QSRs Airline Limited Service Lodging
Event Planner
Full Service Restaurant
Physician
Retail
Full Service Hotel
Cruise Luxury Hotel
The Hospitality Industry
It includes services in the areas of lodging, food service, travel, tourism, recreation, entertainment, personal health and fitness, attractions, social events, meetings and conventions – to which the complexity of both intimacy and duration are very high.
*Internal vs. External Customers
Service vs. Servitude
Stewardship describes the intrinsic duty of leaders to provide services to their followers everyday without being asked for assistance. They do this because they are concerned with the welfare of those individuals with whom they interact.
A path of service is a choice we make, while one of servitude is forced upon us.
Management
Management is the accomplishment of an organization’s 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.
Organizational Culture and Climate
The organizational culture consists of the shared values, attitudes and beliefs of workers within a specific organization. These would cause workers to engage in behaviors that are consistent with the expectations or “norms” of that organization.
The organizational climate is composed of opinions of individuals concerning the organizational culture.
“We are ladies and gentlemenserving ladies and gentlemen.”
- Ritz-Carlton
2 Broad Categories of Employees
Line workers – produce products and/or services and/or directly generate revenues for the organization.
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
3 Basic Levels of Management
• Supervisory Level•Middle Level Management• Senior Level Management
Management Hierarchy
Senior
Middle
Supervisory
Management Skills
Management Functions
Conceptual
Influencing
Technical
Planning
Organizing
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 manager’s standing in the organization.
Becoming a Manger
•Management TrainingProblem solving activitiesIntervention planningSolution optimization
Trial-and-error practiceModelingMentoring
*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.
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