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Study Guide 2

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by: Kaley Manspeaker
Kaley Manspeaker
GPA 3.8

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About this Document

These notes will be on exam 2
Lodging Management and Operations
Professor Miller
Study Guide
50 ?




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1 review
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"Yes please! Looking forward to the next set!"
Joan Mayer II

Popular in Lodging Management and Operations

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This 4 page Study Guide was uploaded by Kaley Manspeaker on Sunday March 6, 2016. The Study Guide belongs to tcem h 105 at Indiana University Purdue University - Indianapolis taught by Professor Miller in Spring 2016. Since its upload, it has received 68 views. For similar materials see Lodging Management and Operations in Hospitality at Indiana University Purdue University - Indianapolis.


Reviews for Study Guide 2

Star Star Star Star Star

Yes please! Looking forward to the next set!

-Joan Mayer II


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Date Created: 03/06/16
Lodging Management and Operations Exam 2 Study Guide Chapters 6-9 What is Human Resources Management?  It’s all the activities to plan, organize, direct, and control the work of people Environment:  All managers work within two types of environments 1. External Environment- affects from the outside such as laws, customs, economic conditions, markets 2. Internal Environment- these are affects from inside such as company culture, employee relationships, company image Laws against discrimination:  Civil Rights Act  Sexual Harassment  American with Disabilities Act  Age Discrimination  Pregnancy Discrimination Insurance Programs and Laws:  Family and Medical Leave Act (FMLA) – allows qualified employees to take leave to be with sick family members or other family issues  Consolidated Omnibus Budget Reconciliation Act (COBRA) – permits and employee to continue to receive medical coverage after leaving employment for any reason Loss Prevention:  Key issues are protecting the hotel’s resources both people and property from accidental loss and damage Main areas where Issues occur:  Bathroom  Guestrooms  Public external areas  Public internal areas First line of Defense is often:  Housekeeping- trained to watch for hazard areas  Engineering- establish safety standards Bathrooms:  Showers and tubs most common place for accidents  Grab bars, water temperature, other Room Itself:  Bed frames, chairs, desks, windows, balconies Public Areas:  Obstacles, floor, cracks, weather Banquet Areas:  Wires, stage areas, chairs, hot items, spills, glassware Swimming Pools:  No lifeguard, wet tiles, broken items, allergies to chlorine The General Manager is responsible for everything!!  Planning, organizing, directing, controlling Know Ellsworth Statler Short Term:  Maintaining operations and the hotel’s day-to-day activities. Cost control, revmax, service excellence  They are the operational controller- need to monitor and disseminate information  Be aware of their own strengths and weaknesses and know where to rely on others Intermediate Term-  Their role as an organizational developer/ trainer  Develop and train their team to adapt and change based on conditions – internal and external Long Term:  CapEx  Organizational stability TQM- Total Quality Mgt Importance of Communication:  Verbal/non verbal  Cultures/customs Good oral and written communication- Reports, notes, regular check-ins, emails, manuals


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