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HTM303 |
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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: Managing for Quality in the Hospitality Industry, by Robert H. Woods 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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information on PDIT programs, please complete our information request form. View Fees and Print Registration Form Students from the US & Other Countries View Fees and Print Registration Form Students Residing in Canada. Return To HOSPITALITY TRAINING & MANAGEMENT Home Page! Last Updated December 31, 2005 |
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