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Hospitality Management

ISBN-10: 1428321403
ISBN-13: 9781428321403
Edition: 2010
Authors: Peter Szende
List price: $93.95
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Description: Hospitality Management provides hospitality leaders with the skills to be well equipped to deal with the complexity and ambiguity of the real world. Case-vignettes that present lifelike scenarios require managerial decisions, or actions to be made.  More...

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Book details

List price: $93.95
Copyright year: 2010
Publisher: Delmar Cengage Learning
Publication date: 6/15/2009
Binding: Paperback
Pages: 224
Size: 7.50" wide x 9.25" long x 0.50" tall
Weight: 1.012
Language: English

Hospitality Management provides hospitality leaders with the skills to be well equipped to deal with the complexity and ambiguity of the real world. Case-vignettes that present lifelike scenarios require managerial decisions, or actions to be made. The vignettes are organized into eleven sections that reflect challenges hospitality managers are facing while developing people skills. Background information on like job title, reporting structure and profile of each of the individuals in the scenarios is also included.

Preface
Introduction
Matrix of Cases & Subjects
The Royal Hotel
The Royal Hotel's Organizational Structure (Key Positions)
Dealing with Employee Problems and Problem Employees-A General Guideline
Meeting Human Resources Requirements
The Organizational Chart
Red Flags
Candidate Screening
The "80" Percent Rule
The Left-Handed Server
The On-Line Dirt
Unexpected Interview
The Incomplete Schedule
The Bartender's Break
Building Your Leadership Credibility
Kitchen Camaraderie
Off The Record
Don't Shoot The Messenger
Passing The Buck
The Flashbacks
The Morning Fun
The Juice Squeezer
The Service Elevator
Claudia's Training Assignment
The Six Leadership Styles
Building And Managing Performance
Sorry, I Don't Drink!
The Chef's Expertise Is Beyond My Scope!
Tyler The Overnight Houseman
Gentle Hints
The Slacker
Yasmine's Appraisal
Encouraging Others
I Am Just a Part-Timer
Housekeeping Guest Satisfaction Scores
The Dead-Ender
Tainted Occupations
The GM's Morning Round
The Chef's Incentive Program
Dealing with Problem Behaviors
Behaviors Promoted by Passive/Defensive Cultures
Peter Is The Nicest Manager!
The "Invisible" Accounting Clerk
The Wishy-Washy Manager
I Was Just Kidding!
Did You Hear What Lori Did Last Night?
The Weak Link
Behaviors Promoted by Aggressive/Defensive Cultures
It Won't Work!
That's Just How The Chef Is!
The Expert
Jeff, You Test My Patience!
The Perfect Change of Lightbulbs
The "Bleeding Heart" of the Hotel
Breaking Down the Barriers
Taking Corrective Actions
Choosing The Right Level Of Discipline
Emily's Letters
Toby's Silence
When Employees Are Challenging Your Leadership
I Have Plans for Tonight
The Tipping Issue
That's Not My Job!
They Can Wait!
Barbara Is Going Over My Head
I Am Just Not Comfortable Talking to You!
I Don't Have Time to Talk to You
I Know My Stuff!
He Couldn't Find His Office Without a Map!
Relationship with Your Boss
My Way or the Highway
The Buffet Setup
Lipstick on the Glass
Alison, The Credit Manager
The New Table Pickup System
The Missing Cancellation Clause
Managing a Diverse Workforce
Why Diversity Matters
The Levels of Exclusion
Please Hire Him, He Is Like Me!
English Only
Can I Have Another Boss Please?
Can I Have Another Server Please?
The Cake Order
I Am Not Your Slave!
Name Calling
A Strong Accent
The Empty Conference Room
Special Skills
The Bamboo Ceiling

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