Human Resource Management

Front 1

What is the key to Quality Service?

Back 1

Good Human Resources

Front 2

Explain Value Added Service

Back 2

How people perceive value (expectations and needs). Based on what the customer perceives as important

Front 3

What are some Industy Challenges?

Back 3

Seasonality, Demand Variations, Small Businesses, Intangibility

Front 4

What are some Human Resource Challenges?

Back 4

Recruitment, Retention, Image of Industry, Training, Management

Front 5

Explain the following phrase:
"Communication is the most important and used of all skills in the hospitality industry"

Back 5

Managers spend the largest portion of their time in verbal or written communications with their empoloyees, other managers, or outside parties. Frontline employees have frequent interaction with customers and other employees. Other staff members communicate among themselves, as well as with their managers, frontline employees, suppliers, and so on, to give and receive information they need to perform their jobs

Front 6

Good Communication + Effective Business Management= ?

Back 6

Organizational Success

Front 7

What is Internal Communication?

Back 7

Communication that occurs between employees and within companies

Front 8

What is External Communication?

Back 8

Communication that takes place between companies or their representatives and their customers

Front 9

What is external noise?

Back 9

Any distraction or interference whose source is outside of the receiver

Front 10

What is Physiological Noise?

Back 10

Interference caused by a biological force- loss of sight or hearing

Front 11

What is Psychological noise?

Back 11

forces that either cause a transmitter to improperly encode a message or a receive to incorrectly decode a message.

Front 12

What are the two basic laws of Communication?

Back 12

1). It is not what the transmitter says, or intends to say, that is "true" or important, but rather what the receiver understands to be "true" or important

2). If the receiver misinterprets the transmitter's meaning, the transmitter is at fault.

Front 13

What do the 8 rules for Supportive Communication Accomplish?

Back 13

Supportive Communication provides a mechanism for overcoming most barriers to effective communication. It occurs when both the transmitter and receiver interact in a way that increases the potential for a message to be accurately conveyed.

Front 14

What is Active Listening

Back 14

Active listening is listening that occurs when a receiver searches for the full meaning in a message. Active listening is vital to effective communication and involved several crucial steps.

Front 15

What are the four stages in Active Listening?

Back 15

1). Focusing
2). Interpreting
3). Evaluating
4). Responding

Front 16

What is "grapevine communication?"

Back 16

Any communication that is not offically sanctioned by an organization and/or transmitted through designated channels, such as office gossip.

Front 17

What is Leadership?

Back 17

The quality and or position of a person who has commanding authority or influence over other employees.

Front 18

What are the two types of Leadership?

Back 18

Formal & Informal

Front 19

What is Formal leadership?

Back 19

Appointed or elected to a position of authority

Front 20

What is informal leadership?

Back 20

Without formal authority exerts influece over other members of an organization. Usually the individual possesses certain skills, resources or characteristics that meet the needs of others.

Front 21

What are the powersharing leadership styles?

Back 21

1). Autocratic
2). Bureaucratic
3). Participative/Democratic
4). Laissez-faire

Front 22

Explain the Autocratic Leadership Style

Back 22

No power is shared with employees, all power is retained by leader

Front 23

Explain the Bureaucratic Leadership style

Back 23

"By the book"... Employees with jobs defined by strict procedures

Front 24

Explain the Participative Leadership Style

Back 24

Some or all power is shared with employees, employees are allowed to participate in decision making processes, leader relies on majority rule

Front 25

Explain Laissez-Faire Leadership style

Back 25

"free rein," "hands-off" Leader relinquishes power to employees employees make all of the decisions.

Front 26

What are transactional leaders

Back 26

Maintain quality requirements, rarely inspire major change, just work and meets goals

Front 27

What are transformational leaders?

Back 27

achieve quantium leaps ni performance by setting forth a vision, create a willingness and way for employees to make that vision a reality