HT 2235 - Leadership and Management in the Hospitality Industry

1. Describe the traditional functions of management (planning, organizing, coordinating, staffing, directing, and controlling), and the differential gap between the functions and the actual behavior of managers.
2. Describe the dominant contemporary views of leadership. Identify and explain William Edwards Deming’s 14 points and his ideas of leadership and management.
3. Describe Joseph M. Juran’s notions and definitions of quality and the basic elements of quality management using Juran’s approach.
4. Summarize the history of the Malcolm Baldridge National Quality Award and the role it has played in the U.S. business community.
5. Define quality service, the value of customers, and identify external and internal moments of truth.
6. Describe the types and sources of organizational and personal power, the typical responses to each type of power, and methods to enhance power and build alliances.
7. Describe the four fundamental steps of a continuous-improvement process, and the tools commonly used in the process.
8. Identify seven myths about communication; outline the communication process, and the barriers to effective communication.
9. Explain the importance and nature of goal-setting in an organization, emphasizing the nature of and need for coaching in today’s hospitality organizations, and the guidelines that can help managers handle organizational conflict.
10. Identify forces of change that have made team-building a high priority for many hospitality organizations, and emphasizing the stages a work team goes through during its development.
11. Identify the ways in which the work force is changing and becoming more diverse.
12. Explain the important elements of recruiting, selecting, orienting and training front office employees.
13. List tips and cautions for organizations that embark on large-scale organizational change, and emphasizing the four major steps of the change process.
14. Create a personal vision statement after analyzing ones skills, interests, values, and personality type; and identify ways to choose an occupation and implement your career choice.