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What are the management behaviour's that are needed to achi

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Jade Clarke

on 31 March 2015

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Transcript of What are the management behaviour's that are needed to achi

Any Questions?
Service Quality
Case Studies
What are the management behaviours that are needed to achieve excellence in hospitality?
Includes skills and behaviours:
Communication - oral, written, phone and face to face - with individuals within the organisation and presentation communication skills
Resolving conflicts with a win-win resolution approach,
Confronting undesirable behaviours from others,
Coping skills in response to professional and personal stress,
Receiving criticism,
Engaging in social and casual-rapport communication with individuals outside the organisation,
Interacting smoothly with a wide variety of individuals both within and outside the organisation
Managing an unsatisfactory performance
An employee is not following procedures and as a result is not providing good customer service, what key skills need to be utlised to handle the situation?
Introduction to the Hospitality Industry
Self Savvy
Focus on traditional leadership behaviours - "people skills" - geared towards developing positive interactions with others - these will be common within hospitality and form the basis for employee and customer satsifcation
People Savvy
The behaviours required to efficiently manage the business and organisation to ensure efficient operations and profitability.
Business Savvy
Essential to have working knowledge of:
policies and procedures,
time management,
assignments and employee scheduling,
forecasting reports, operational budgets and financial statements
Customer centered (recognising customer problems, maintain customer satisfaction, managing customer problems, developing customer relations),
Employee centered (motivating and encouraging employees, training employees, developing positive relations, directing and influencing, mentoring and coaching, handling employee grievances and managing employee problems, monitoring and involving employees)
Role modeling (portraying enthusiasm, confidence, work commitment, professional appearance, diligence and initiative),
Maintaining ethical standards and creating a climate of trust,
Direction driven (setting goals to carry out the organisations aims and objectives),
Operating effectively and calmly in crisis situations,
Identifying organisational/operational problems and building work teams
Behaviour and skills such as:
adapting creatively to change,
developing new ideas,
recognising the organisation’s mission,
proposal development,
new market and business development,
comprehension of the organisations culture, aims, mission and beliefs
Financial Management
Quality service leaders need to effectively manage the numbers - analyse financial reports and the factors that influence profitability
Consistently seek service improvement and facilitate smoother operations - important when striving to meet or exceed guest expectations in today’s competitive environment.
Strategic decision making
Ability to use all possible resources in decision making, including behaviours such as viewing problems strategically and involving others in decision making.
Important activity in management effectiveness
Ability to create appropriate goals and objectives and method of achieving them in an effort to satisfy customers
Keep team focused on these goals
Proactive approach to problem solving
Technical service
Continuous improvement
Using systems, processes and standards to provide efficient service. Competencies such as
Knowing personnel policies and procedures
Identifying operational problems
Working knowledge of product-service
Guest-arrival process

Results orientated
Create a sense of necessity and find creative methods for addressing business dilemmas such as inspiring service teams and ensuring team goals are accomplished.
Increasing economic challenges confronting line managers may increase the importance of results orientation as important resources become scarcer.
Expressive Service
Cultural Alignment
Active leader efforts toward gaining employee's buy-in of organisational values and culture.
Connecting service employees to the mission of the organisation - where the organisation is going, why it is going there and how it intends to do so
Service leaders may talk consistently about what is important (i.e., service quality, customer satisfaction, helping each other, etc.) and how best to accomplish the goal.
Inspire and motivate employees - combine motivation methods such as incentives or rewards with less tangible activities such as creating an environment that inspires the best possible service performance.
Development of industry relationships both in and outside the organisation can be important for collaboration, idea generation, and resource sharing.
Facilitate learning which may be critical for staying ahead of customer service expectations.
Interpersonal Communication
Coaching and Training
Well Networked
Balancing a variety of tasks while identifying and focusing on key priorities.
Identify the most pressing problems and focus on their solution.
Focus on delegating to employees in order to achieve goals.
Change Management
Willingness and ability to adapt as needed.
The constant changes taking place within the industry, the economy, and both customer and employee needs requires service leaders to be able to adjust their behavior, often times in rapid order.
These leaders are not afraid of taking risks and make an effort to create an environment where others are comfortable doing so as well.
Personal Accountability
Time Management
Spirit of Optimism
Human Capital

Customer Complaint
Identifying areas for improvement
Openly and directly conveying feelings and maximising listening.
Such behaviors reduce misunderstandings and any subsequent conflict that might emerge.
Effective communication is vital in both employee and customer interactions

Service leaders must role model the behavior they desire in their followers
Service leaders need to enthusiastically serve guests and go out of their way to meet and exceed their needs
The ability to create and develop a team have a rich background in management and in services
Effective teams facilitate service quality and leadership is an important variable in team development.
Team orientation refers to a leader’s efforts toward developing the team, which includes clarifying team vision, building cohesiveness and including all members in important decisions.
Skills and behaviours focused on managing self in the service setting - self-understanding and self-management on an emotional level - necessary for effective leadership
Consistency in behavior
Delivering on promises
Holding yourself accountable for important organisational goals.
Demonstrate their commitment to employees by doing what they say they will do, and standing by their word, and to customers by ensuring satisfaction.
Service leaders who model accountability take an ownership approach to both employee and customer-related problems.
Demonstrating confidence, representing the company well and treating others with respect and dignity.
Service leaders high on professionalism look the part and sound the part with engaging employees and customers
Act ethically responsible
Taking the initiative to constantly and consistently learn, develop and grow - developing self-awareness, developing a greater understanding of how to satisfy customers.
Learn from mistakes and accept feedback from a variety of sources.
If the leader is excited and optimistic about the job then others will be too.
The hospitality and tourism industry, with its fast pace and intense level of customer interactions, requires its leaders to be energetic, self-motivated, open-minded, and lead with a contagious spirit of optimism.
Likely to uplift a team when crisis occurs or difficulties arise.
Positive work environment which could impact employee service related behavior and customer satisfaction

Essential to have knowledge of:
The product/service ,
Room availability,
Guest arrival and departure processes ,
Relocating walking guests,
Daily room-rate management,
Cash/bank management,
Selling skills including up-selling services,
Function space management

Here, the focus is on service-specific behaviours (i.e. those that facilitate customer satisfaction), as competition increases leaders who can drive the highest levels of service quality with fewer resources may be essential for organisational success in hospitality.

Service quality is a comparison of expectations with performance. A hotel with high service quality will meet customer needs whilst remaining economically competitive.
Service Setting
Technical Aspect of the service (expected by
Expressive component of the service (exceed customer
managerial skills such as planning and decision making
Leadership skills such as role modeling, inspiring performance and effective communication
Important to ensure the people providing the service are valued and have the correct skills for the role, as the service is produced and consumed simultaneously.
Provide feedback to service employees which allows them to continuously learn how best to serve guests.
Create an environment where continuous learning is encouraged and service employees are taught how to do their job more effectively.

Principal Hayley Values:
Care for the environment
Respect everyone
VIPs are valued
Enjoy work
Work as a team
Drive for results
Inspire creativity
Team Orientation
Essential competencies that graduates need for success within the hospitality industry:
Me as a manager...
Key Skills:
Excellent interpersonal skills
Great Communication Skills
Demonstrates excellent time and self management
Ability to adapt to new challenges and situations
Source of competitive advantage , that needs to be valued and developed within the business
Human capital is a source of competitive advantage, having people with firm-specific skills and knowledge within the business, is important to remain competitive.
This is particularly important within the hospitality industry as there is no physical product, and it is the people that provide the service to customers. This allows the service to be less easily copied, as it is the human capital that provides the service.
A customer has made a complaint, what are the most important skills to utilise in this situation?
A) Well Networked
B) Interpersonal Communication
C) Finance
D) Personal Accountability
E) Team Orientation
F) Strategic decision Making
Answer: Interpersonal Communication (listening) and Personal Accountability (taking ownership approach to solve the customers problem)
A) Finance
B) Continuous Improvement
C) Coaching and Training
D) Interpersonal Communications
E) Self Development
F) Time Management
Answer: Coaching and Training (encourage additional training and attention to the member of staff), Interpersonal Communications (listen and understand the employees side, and communicate the correct procedures to them)
A) Change Management
B) Strategic Decision making
C) Continuous Improvement
D) Results Orientated
E) Team Orientation
F) Time Management
Answer: All of the above
Hospitality industry has e
xperienced increasing levels of competition
economic issues
stronger consumer demand
(consistently meeting customer satisfaction is becoming more difficult, as they want more and pay less at the same time), growing
importance of cultural factors
, use of
and importance of the
changing environment
that hotels face, force to them to look for ways of improving quality and reputation, efficiency and increasing market shares.
The skills needed by managers reflect those changes, as
hospitality managers roles and the skills they need
for career success
are changing
Since the hotel industry is a labor-intensive industry , it is the
employee's skills that determine the quality
of the output and competitive advantage

Peer Assisted Learning (PAL) Leader
Bournemouth University
September 2012 - May 2013
A scheme run by the university to foster cross-year support between students on the same course
Role Involved:
Planning and running sessions to develop and enhance students learning
Developed skills in how to enhance group work and to encourage people whilst independently leading a group
Constant source of advice and direction
Main Skills Utilised:
Results Orientated
Interpersonal Communication
Coaching and Training
Team Orientation
Personal Accountability
Event Manager
July 2013 - July 2014
Role included:
Insight into the corporate events industry from a venue, events agency, catering and production perspective
Excelled at generating revenue for Awesome Events through sales; effectively communicating with clients and suppliers, creating proposals, budgeting and costing’s for all aspects of the event
Implemented sound understanding of the logistics and operations and all the planning involved before an event.
Responsibility of overseeing numerous events involving ensuring that the event was successful; involved using my initiative, problem solving and communicating to all key stakeholders at the event. This also involved managing and running bars.

Main Skills:
Financial Management
Results Orientated
Interpersonal Communication
Technical Service
Self Development
Time Management
Change Management
Strategic Decision Making
Well Networked
Bournemouth University Undie Run
Cancer Research UK
October 2014
Role Included:
Developing and organising Bournemouth University's first ever 'Undie Run', which involved logistical planning, communicating with numerous stakeholders within the university and marketing the event to the student market
Involved overseeing the event on the event day and managing a team of volunteers
Main Skills:
Strategic decision making
Results orientated
Interpersonal Communication
Team Orientation
Personal Accountability
Spirit of Optimism
Self Development
Cancer Research UK
Events Assistant - Race for Life
Starting May 2015
Role Involves:
Supporting the event manager in the delivery of Race for Life and Pretty Muddy Events
Managing a large number of volunteers
Managing and owning key areas of responsibility
Main Skills Required:
Strategic decision making
Results orientated
Interpersonal Communication
Team orientation
Spirit of Optimism
Time management
Coaching and Training
You have identified that a hotel procedure requires change in order to improve customer service, what skills are needed in this situation?
Hotel Russell
Full transcript