Leadership
and Management in
the Hospitality Industry
Course Description: This course is designed to acquaint students with quality and
leadership issues facing today's hospitality industry. There are chapters on the Malcolm
Baldrige National Quality Award, continuous improvement, quality service, power and
empowerment, communication skills, goal setting, high-performance teams, diversity,
managing organizational change, and strategic career planning.
Evaluation: The student must complete twelve basic, self-scoring review
quizzes, four progress test, and a comprehensive final examination.
Learning
Resource: Leadership and
Management in the Hospitality Industry,
Second Edition by Robert H.
Woods and Judy Z. King
Learning Objectives: At the completion of this course, students should be
able to:
1. Describe how some of the changes in the hospitality industry have
redefined management
responsibilities.
2. Summarize the challenges of a general manager's job that lead to
agenda-setting and
network-building behaviour.
3. Explain how inspection procedures and work quotas can be
counterproductive to quality improvement efforts.
4. Distinguish between external and internal customers.
5. Summarize the history of the Malcolm Baldrige National Quality Award
and the role it has played in the U.S. business
community.
6. Identify factors to consider when determining the value of a loyal guest
and the costs of guest dissatisfaction.
7. Define the purpose of a continuous-improvement process and distinguish
incremental improvement from breakthrough improvement.
8. List tools commonly used in continuous-improvement processes.
9. Explain the overall goal of empowerment in a hospitality organization.
10. Identify seven myths about communication and summarize barriers to
effective communication.
11. List and briefly describe the characteristics of effective goals.
12. Summarize tips for conducting coaching sessions.
13. Identify forces of change that have made team-building a high priority for
many hospitality organizations.
14. Explain why diversity poses a challenge to today's managers, and
summarize six approaches to dealing with workplace
diversity.
15. List tips and cautions for organizations that embark on large-scale
organizational change.
16. Gather relevant career information through library research and by
conducting information interviews.
17. Create an effective résumé and accompanying cover letter.
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