Leadership and Management in the Hospitality Industry

Syllabus

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Chapter 1: Managing Organizational Change

1. Characteristics of Change
a. External Forces of Change
b. Internal Forces of Change
c. Fostering Change
2. Creativity and Change
a. What Creativity Is and Is Not
b. Creative Organizations
3. Roles in the Change Process
a. Change Sponsors
b. Change Agents
c. Change Targets
4. The Change Process
a. Planning for Change
b. Implementing the Change
c. Monitoring the Change
d. Continuous Improvement
5. Cautions and Tips

Chapter 2: The Changing Nature of Leadership and Management

1. From Traditional to Contemporary
a. Principles of Management
2. The New Context for Traditional Management Functions
a. Management Functions versus Management Behavior
3. Traditional Management Roles
a. Interpersonal Roles
b. Informational Roles
c. Decisional Roles
d. From Management Roles to Practical Skills
4. Traditional Management Skills
5. Traditional Management Styles
a. Factors Affecting Management Styles
6. Leadership in the 21st Century
a. What Is Leadership Today?
b. Leadership Theories
c. Leaders as Storytellers

Chapter 3: The Quest for Quality

1. The Rationale for Quality Management
2. The Evolution of Quality Management
3. Edwards Deming and Quality Management
a. Deming’s 14 Points
b. System Focus of the 14 Point
4. Joseph Juran and Quality Management
a. Quality as Product Features
b. Quality as Freedom from Defects
c. Quality Planning and Control
d. Quality Improvement
5. Other Quality-Management Models
a. Walter Shewhart and the Shewhart Cycle
b. The IDEALSM Model
6. ISO and the Quest for Quality
a. ISO Certification
7. Integrating Quality Management into Hospitality Operations

Chapter 4: Continuous Improvement—Process and Tools

1. The Quality Movement in the Hospitality Industry
a. Six Sigma
2. A Continuous-Improvement Process
a. Target an Opportunity for Improvement
b. Analyze the Area Targeted for Improvement
c. Develop and Implement Improvements
d. Evaluate Improvements
3. Tools Commonly Used in Continuous- Improvement Processes
a. Tools for Generating Ideas
b. Selection Tools
c. Tools for Analysis Data-Gathering Tools
d. Tools for Displaying Data

Chapter 5: Power and Empowerment

1. Centralization versus Decentralization
a. Centralization and Learned Helplessness
b. Decentralization and Empowerment
2. Fundamentals of Power and Authority
a. Authority Commensurate with Responsibility
b. Types and Sources of Power
3. Power Tactics
a. Power and Communication Styles
b. Flexibility and Communication Styles
4. Sharing Power Through Delegation
a. Barriers to Delegation
b. Steps in Effective Delegation
5. Empowering Others

Chapter 6: Communication Skills

1. Myths About Communication
2. The Communication Process
a. Communication Within an Organization
b. Barriers to Effective Communication
3. Nonverbal Communication: Body Language
a. Using Body Language Effectively
b. Using Space Effectively
4. Speaking and Presenting Skills
a. Oral Communication
b. Formal Presentations
c. Controlling the Presentation Environment
d. Presentation Delivery Tips
e. Feedback Skills
5. Listening Skills
a. Listening Situations
b. Obstacles to Listening
c. Developing Listening Skills
6. Writing Skills
a. Guidelines for Better Business Writing
b. Memos
c. Business Letters
d. E-Mails

Chapter 7: Goal-Setting, Coaching, and Conflict-Management Skills

1. Goal Setting
a. Characteristics of Effective Goals
b. Setting Employee Goals
c. Setting Your Own Goals
2. Coaching
a. Managers as Coaches
b. Why Employees Don’t Ask for Help
c. Why Managers Don’t Want to Become Coaches
d. The Importance of Feedback
e. Conducting Coaching Sessions
3. Conflict Management
a. Causes of Conflict
b. Conflict-Management Skills
c. Conflict-Management Strategies

Chapter 8: High-Performance Teams

1. Examples of Hospitality Teams
2. Organizational Support for Successful Teams
a. Direction and Guidelines for Team Activities
b. Access to Information and Facilities
c. Team Training
d. Award and Recognition Systems
3. Characteristics of Successful Teams
a. Team Mission Statement
b. Team Code of Conduct
c. Effective Team Leaders
4. Stages of Team Development
a. Stage 1—Forming
b. Stage 2—Storming
c. Stage 3—Norming
d. Stage 4—Performing
e. Stage 5—Transforming
f. Realities of Team Development
5. Roles Individuals Play in Groups
6. Team Meetings
a. Planning the Meeting
b. Conducting the Meeting
c. Evaluating the Meeting
7. Consensus Team Decision-Making
8. Evaluating High-Performance Teams
a. Self-Evaluation
9. Self-Directed Work Teams of the Future

Chapter 9: The Challenge of Diversity

1. Managing Diversity
a. Why Diversity Must Be Managed
b. The Benefits of Diversity
c. Diversity Within the Hospitality Industry
2. The Changing Work Force
a. Women in the Workplace
b. Minorities in the Workplace
c. Older Workers
d. Undereducated Workers
e. Workers with Disabilities
3. Fostering Diversity in Your Organization
a. Understand Your Organization’s Diversity
b. Strengthen Top Management Commitment
c. Acquire Diverse Talent
d. Retain Diverse Staff
e. Conduct Diversity Training
f. Disseminate Diversity Materials
g. Maintain Forward Momentum
4. A Final Note on Diversity

Chapter 10: Strategic Career Planning

1. Realizing You Must Make a Decision
2. Understanding Yourself
a. Skills
b. Interests
c. Values
d. Personality Type
e. Personal Vision Statement
3. Understanding Your Options
a. Information Interviewing
b. Publication Research
c. University Opportunities
d. Internships and Field Experiences
e. Expanding and Narrowing Options
4. Choosing an Occupation
5. Implementing a Choice
a. Networking
b. Creating an Effective Résumé
c. Cover Letters
d. Interviewing for Jobs
e. Parameters of Negotiation
6. Professional Development
a. Reach Out to Others
b. Planning Your Development
c. Create the Plan
d. Execute the Plan
e. Professional Certification

Chapter 11: A Look at Ethics

1. Ethics Defined
a. Ethical Theories
b. Determining Ethical Values
c. Simplifying Ethics
2. Ethical Issues in the Hospitality Industry
3. Research on the Ethical Views of Hospitality Managers
a. Why Ethics?
b. Defining Ethics
c. Communicating Ethics
d. Perceptions of Ethics
4. Creating a Code of Ethics