OSN ACADEMY

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0522-4006074
SUBJECT – HOME SCIENCE
SUBJECT CODE – 12
UNIT - III

9935977317
0522-4006074
 CONTENT

Sl.No. Chapters

1. Management of Hospitality Institutions

2. Management of Social Institutes

3. Management of Educational Institutes

4. Management of Special Institutes

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 CHAPTER-1

MANAGEMENT OF HOSPITALITY

Introduction
Management of hospitality institutes, Hospitality management refers to managing
hospitals, hotels, restaurants, cafe’ and outdoor catering institutes. Hospitality is a part of the
service industry and management of all the different departments and members of staff is
called hospitality management.
 Hospital management relates to coordination of all elements of a hospital. This may
range from patient care to record keeping to inventory of medicines to cleanliness.
Advanced technologies in healthcare require strict coordination.
 A hotel is a commercial establishment providing lodging, meals and other guest services.
The management of hotel involves various skills like supervision, co-ordination and
administration. A Hotel has a front office which is the centre of all activities major tasks
are performed here. They include providing information, making room reservations and
taking care of check-ins and checkouts. Besides this are the duties performed by the
personnel department of any company. Sales and marketing includes keeping in
touch with travel agents and tour operators. The food and beverage department is
responsible for all food prepared and served in the hotel. The housekeeping department
makes sure all rooms are spic and span and apt to the needs of guests. Other departments
in the hotel industry include security, finance and engineering.
 Restaurant Management: The difference between a hotel and a restaurant is that a
restaurant prepares and serves food and drink to customers. At some places meals are
generally served and eaten on the premesis whereas in others, meals are on take away
basis . A Hotel may have restaurants and conference rooms etc.
 Catering management is the art of providing food and drink aesthetically and
scientifically to a large number of people in a satisfactory and cost effective manner.
Catering is the business of providing food and beverage for events. Caterers can be either
independent vendors or individuals within a particular department of a faculty (like hotel,
restaurant, institution, venue, etc.)

Managing the hospitality institutes includes:

(1) Planning:
(a) Gathering information to chalk out policies relating to building, standards, finances,
food services methods, staff needs, type and number of customers desired etc.
(b) Developing a design plan or other technical drawing, arranging the spaces and activity
details that can be converted to action and
(c) Determining the goals or targets to be achieved in a predetermined period of time
forecasts pertaining to technological advancement, economic and social factors,
government control, customer attitudes, competitive forces etc can be taken in
account before planning in management institutes.

Decision making: The types of decisions made are:

(a) Routine / repetitive/ programmed – They are repetitive in nature and do not require
mental effort, time or advise form superiors.

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(b) Unprogrammed: These decisions require fresh, thinking every time, they require use of
judgement creatively presence of mind and initiative. eg when an accident takes place
also, according to another classification, there are three types of decisions.
 Investment decisions: They are related to the use of capital eg modernisation or the
expansion. of any establishment.
 Operational decisions: eg sale of food, costing of staffs etc. It is the decision taken
amongst the existing resources.
 Disposition decisions: calculating the profit percentage and determining of prices at
which the products and services will be sold.

(2) Organising:
(a) The activities pertaining to the management are broken down into different units.
(b) Each unit is handed over to a manageable group of people and its authority is given to the
task leader.
(c) Each action unit gets a staff alloted according to their expertise in the fields
(d) Each activity gets resources allocated.
(e) Work load is equally distributed to avoid stress areas and fatigue.
Thus putting together resources by matching skills with tables within structural and
financial constraint of an establishment is called organising. The staff, equipment materials
need to be organised into work centres by the catering manager to produce optimum levels of
service, production and customer satisfaction along with profitable outcome.

(3) Directing: It means performing the task actually and requires greater interaction between
people it involves.

It involves-
(a) Instructing: Those instructions that carry out the plan are given to the group. They must
be clearly written and understood by staff and print should be pasted at the work centre
also for ready reference. A verbal briefing should also be given regarding them.
(b) Guiding: To achieve desired performance
(c) Supervising: A regular round of activity area or work centre to keep a watch on what is
going on at the production service or other activity levels. It also includes praising the
staff when working is smooth and also to obtain records of production of sale, profit
margins and statements of cost.
(d) Teaching: To demonstrate method of work to relieve stress situation.
(e) Reviewing: The effect of daily activity is reviewed by a food director.

(4) Coordinating : It is the binding of all activities and efforts. It helps solve problems when
they arise, gather ideas, take past experiences and timely action against various problems

(5) Controlling
(a) Measuring actual performance.
(b) Reasons for deviations
(c) Taking corrective action to achieve goals. Control is exercised through formulation of
budgets such as capital, purchase cost, sales, operation and others.

(6) Evaluating: By comparing actual results with the expected results is called evaluation.
* Food product evaluation.
* Appraisal of staff in evaluation of staff performance
* Appraisal of work conditions and procedures regarding kitchen and service area plans.

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* Evaluation of profitability in estimating sales, costs and profit figures.

Functions of management:
(1) Customer satisfaction: To meet the customers expectations and repeat the clientele
by providing better services.
(2) Employee’s Satisfaction: To meet the demands of the employees (eg salary, working
hours, training) to motivate them and interact with them so as to provide solutions for
the problems.
(3) Profitability: By selling more services to the clients for their money’s worth. Gaining
profit.
(4) Establishing and Maintaining standards: These standards are set by regulatory
bodies like hygiene certificates from health, inspectors, ISO, HACCP. This also
involves maintaining licenses for the services provided by the organisation and
fulfillment of labour laws, pollution control and maintenance of eco friendly
environment.
(5) Incorporating appropriate technologies: These latest technologies are added to cut
down the cost which is otherwise expended on manpower, and also to reduce the time
spent on production, the latest technologies provide an error free service.
(6) Maintaining financial stability: It is important to cut down on the unwanted and
unnecessary expenses, and to cut down on the staff and reorganize work.

Principles of Management:
(1) Division of work: According to the abilities of the staff. For a small canteen, the cook
can do most kitchen work, manage the job of collecting cash, account keeping,
purchasing etc, but in a big establishment people have to be recruited with the desired
abilities to handle the jobs .
(2) Authority and responsibility
(3) Discipline : Punctuality, adherence to rules and obedience
(4) Unitary command: The loyalties get divided when more than one person gives different
instructions. Thus single command in respective areas improves communication and
Reasons chances of confusion.
(5) Unitary direction: Coordination of activities to achieve a single goal.
(6) Establishment Goals over individual goals: One should work towards establishment
goals and then only towards individual goals.
(7) Remuneration: The method of payment should be satisfying to the employees.
(8) Hierachy: Various levels of management i.e. live, middle and top.
(9) Orderliness: To avoid cross contamination and save time in searching materials and
equipments and ensuring safety, all equipments should be kept in an order.
(10)Loyalty and devotion: Unity to achieve targets.
(11) Work stability: The principle of minimised labour, turnover creates some of security
and confidence in people.
(12) Initiative: Encouragement of the staff to participate in giving views and decisions.
(13) Unity

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Took of Management:
(A) Organisational chart: This can be charted out by using three types of analysis:
(i) Activity analysis: Listening to activities according to importance.
(ii) Discussion analysis: Repot to the effect of decision and its impact on other
activities.
(iii) Relation analysis: Defining managers role in relation to his contribution in
goals and interaction with other people
An organisation chart represents the structure of an organisation in terms of rank.
This shows the managers and sub-workers who make up an organisation. This can
be
(1) Line relationship: Each individual is responsible to person ranking above
him on the organizational chart.
(2) Lateral relationship: It is the relationship between different departments on
the same hierarchial level.
(3) Staff relationship: It is between a managerial assistant and other areas. The
assistant will be also to offer advice to a line manager.
(4) Functional relationship: It is between the specialist position and other areas.
The specialist will normally have authority to insist that a line manager implements
any of their instructions.

Organisational structures can grow in two directions:

(i) Vertical structured organisation: Here the person above assigns the
work to his immediate subordinate. This is a hierarchical organisation.
(ii) Horizontal structured organisation: The duties in this get divided
separately for each unit as the length of the structure increases.

(B) Job Description: Defining the nature of the job in a clear cut manner. This includes: the,
title, pay range, job analyst, job summary duties and responsibilities, knowledge skills and
abilities, Experience and special requirements.
(C) Job specification: It is a statement that indicates standards to be achieved for a
particular job. It includes job title, department, Job summary, Education status, work
experience and knowledge and age group preference and duty hours mentioned.

(D) Work schedule: outline of the work to be done to have the right types of skills available
and for maximum efficiency. These include duty hours, duty timings, no. of breaks per day,
duration of breaks, number of working days per week, numbers of holidays and
compensatory off.

(E) Job Analysis: Analysing jobs to know what they involve. Also called task analysis/
pathways chart.
Production and service analysis statements: They help to forecast the demand
patterns of customers. This can be done by knowing exact numbers of portions of food or
meals are produced and sold over a period of time. These records are production records,
sales charts, records of stock.

(F) Job Evaluation: It is the method of assessing the relative position and salary for different
jobs by giving points for the various aspects of each job. This involves either Whole job
ranking method where jobs are taken as whole and ranked against each other or by
awarding points for various aspects of the job.

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Personnel management: This involves the effective utilization of human resources,
establishment of healthy working relationships and encouragement of maximum development
of individuals

The functional programme should include:-

(a) Organisational planning : manpower planning i.e. planning for the future of the
organisation number of people and type of skills required.
(b) Staffing : Recruiting people whose skills match with the job requirement
(c) Terms and conditions of the employment: It covers salary, mode of payment, weekly
monthly, cash, cheque, the services and the benefits etc. the nature of employment.

Personnel administration :
(1) Personal records
(2) Personal relations (negotiations with trade unions, setting up grievance procedures,
developing incentives and bonus, schemes, improving the communication methods
etc.
(3) Personnel research.
(4) Training and development.
(5) Recruitment and selection :
Recruitment means finding suitable means of filling up the Vacancies, to scrutinize
the background and other particulars of employees, to acquaint new entrants with
policy of the management and to collect data about the wages etc Devices are family
members relatives, students, employment exchange or bureaus and professional
associations, personal contact with others in trade and through advertisements in local
papers, professional personal notice boards etc.
Selection : is to identify the best suited person.
Orientation : It is the process of introducing a new comes to his work. Also called
induction can be done through talks, demos, film strips, slides or an informal get
together.
Training and development: For employees to gain knowledge. Senstivity training in
which employees discuss their problems together with other people who are referred
to as “T” groups, help in developing trust in one another, Training is an important
constituent of the managerial function.
Leadership style: It is the leadership quality which motivates people to move
towards the established goals. Different leadership styles are :
(a) Autocratic/Centralised: The manager without an explanation to subordinates,
takes decision
(b) Participative or decentralized: In this a consultation with subordinates is done
before taking any decision.
(c) Democratic : In this joint decisions are taken .
(d) Laissez Faire: An efficient subordinate is chosen by the manager, who takes
necessary action on his behalf.

Communication: This can be verbal, written, verbal followed by written, written followed
by verbal, body gestures, facial expressions and silence. Oral followed by written message is
effective. Communication has 2 indices :
(i) Index of centrality – ability of an individual to interact with a group.

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(ii) Index of perpherality: These are the people who remain in the periphery of a network
and generally occupy positions of low interaction. The higher the index of centrality, the
better are the liaison qualities of the position and vice versa
Higher index of peripherality indicates low level of interaction.
Types of communication.
(a) Vertical network-Between superior and subordinate and vice versa // is a way
communication. It is a formal network.
Superior

Subordinate

(Vertical network)

(b) Circuit network- Message is sent to Mr. ‘B’ by Mr. ‘A’. Then Mr. ‘B’ sends
feedback message to Mr. A. hence circuit is formed. A and B might not necessarily be
subordinates.

(Circuit )

(3) Chain Network: This follows the organisation of hierarchy and chain of command. All
subordinates receive commands or instructions from their superiors. B,C,D,E,FandG
are subordinates.

(Chain of demand)

(4) Wheel network : Here all subordinates receive commands from superior . Superior ‘A’
gives instruction and wants immediate feedbacks.

(Wheel of Network)

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(5) Star network: All members of the group communicate with each other and exchange
information:

Informal communication which has no definite route of communication for sharing

information is called grapevine communication.

FOOD SERVICE

This represents the manner in which the food is served.

(1) Which serving the food from platter onto a guest plate, it should be started from left.
(2) When serving pre-plated food, service should be alone from right.
(3) Soups are served from right, unless it is poured by a Walter form a large tureen into a
soup cup; in which case it is done from the left of the guest.
(4) All beverages are served from right
(5) ladies are always served first and the remaining guests clockwise.
(6) Soiled plates should be cleared from the table from the right.
(7) Empty crockery and fresh cutlery are always served from the right.
(8) never reach across a customer.
(9) When a guest is present at a table, all terms equipments on the right of the guest must
be placed from the right and that on the left from the left.
Types of services :
(1) English service – (Host service) The host plays an active role in this service. Food
brought on platters by the waiter is shown to the host for approval. The host then portions
out the food into the guest plate directly or portions of food and allows the waiter to
serve. For replacement of guest food, the waiter may then take the dishes around for
guests to help themselves.
(2) French service: It is personalized service. Food is brought from the kitchen in dishes and
salvers which are placed directly on the table. The plates are kept near the dish and the
guests help themselves.
(3) Silver service: The table is set for 'horsd'oevres, soup, main course and sweet dish in
sterling silver ware. The food is portioned out into silver platters at the kitchen itself
which are placed at the sideboard with burners or hot plates to keep the food warm in the
restaurant. Plates are placed before the guest. The waiter then picks the platter from the
hot plate and presents the dish to the host for approval. He serves each guest using a
service spoon and fork. All food is presented in silver dishes with elaborate dressing.

4. American Services:
The American service is a pre-plated service which means that the food is served into
the guest’s plate in the kitchen itself and brought to the guest. The portion is predetermined
by the kitchen and the accompaniments served with the dish balance the entire presentation in

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terms of nutrition and colour. This type of service is commonly used in a coffee shop where
service is required to be fast.

5. Cafeteria Service:
This service exists normally in industrial canteens, colleges, hospitals or hotel
cafeterias. To facilitate quick service, the menu is fixed and is displayed on large boards. The
guest may have to buy coupons in advance, present them to the counter waiter who then
serves the desired item. Sometimes food is displayed behind the counter and the guests may
indicate their choice to the counter attendant. The food is served pre-plated and the cutlery is
handed directly to the guest. Guests may then sit at tables and chairs provided by the
establishment. Sometimes high tables are provided where guests can stand and eat.

6. Counter Service (Snack-bar Service):

Tall stools are placed along a counter so that the quest may eat the food at the counter
itself. In better establishments, the covers are laid out on the counter itself. Food is either
displayed behind the counter for the guests to choose from, or is listed on a menu card or
common black board.

7. Grill Room Service:

In this form of service various meats are grilled in front of the guest. The meats may
be displayed behind a glass partition or well decorated counter so that the guest can select his
exact cut of meat. The food comes pre-plated.

8. Room Service:
It implies serving of food and beverage in guest rooms of hotels. Small orders are
served in trays. Major meals are taken to the room on trollies. The guest places his order with
the room service order taker. The waiter receives the order and transmits the same to the
kitchen. In the meanwhile he prepares his tray or trolley. He then goes to the cashier to have a
cheque prepared to take along with the food order for the guests signature or payment.
Usually clearance of soiled dishes from the room is done after half an hour or an hour.
However, the guest can telephone Room Service for the clearance as and when he has
finished with the meal. There are two types of Room Service:
Centralised : Here all the food order are processed from the main kitchen and sent to the
room by a common team of waiters.
Decentralised: Each floor or a set of floor may have separate pantries to service them.
Orders are taken at a central point by order- takers who in turn convey the order to the
respective pantry.
Mobile Pantries : Some hotels have pantries installed in service elevators. Orders are
received by a central point who convey it to the mobile pantry. The pantry has to just switch
on the floor and given instant service.
For the sake of information, in countries which have a shortage of manpower, large
hotels install mechanised despensing units in rooms. The guest inserts the necessary value of
coins into the machine which will eject pre-prepared food and beverages for guest
consumption.

9. Buffet Service:
A self-service where food is displayed on tables. The guest takes his plate from a
stack at the end of each table or requests the waiter behind the buffet table to serve him.

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 For sit-down buffet service, tables are laid with crockery and cutlery as in a
restaurant. The guest may serve himself at the buffet table and return to eat at the guest table
laid out. A few courses like the appetiser and soup, may be served at the table by the waiter.

1. Full buffet service : It is a complete meal buffet in which the service can be made very
informal or formal the degree of formality being indicated by menu choice, seating
arrangement provided and quality of tables used.
The complete meal buffet are of 2 types:
(a) Combination of self and waiter service where staff serve the second helping of
dishes and diners pick up their plates and serve the food from the table choose a
table, which is already laid with cutlery, linen, water etc.
(b) The diner picks up a tray and places dinner plate, napkins and cutlery on it. serve the
food of his choice , place the water on his tray and carries to his chair, places the
tray on his lap for stability has the meal.
(c) Service staff stationed behind the buffet table portion out the main meals on plates
and hand then out to each other, who then serve salads sauces etc.
2. Finger buffet : The menus offer finger foods only minimising the use of cutlery for
eating.
3. Fork buffet: These are those which can be eaten with fork only, the menus consist of a
snack. These are also informal.

10. Russian Service :

An elaborate silver service much on the lines of french service except that the food is
portioned and carved by the waiter at the gueridon trolley in the restaurant in full view of
the guests. Display and presentation are a major part of this service. The principle involved
is to have whole joints, poultry, game and fish elaborately dressed and garnished, presented
to guests and carved and portioned by the waiter.

11. Gueridon Service:

This is a service where a dish comes partially prepared from the kitchen to be
completed in the restaurant by the waited or, when a complete meal is cooked at the table-
side in the restaurant. The cooking is done on a gueridon trolley which is a mobile trolley
with a gas cylinder and burners. The waiter plays a prominent part as he is required to fillet,
carve, flambe and prepare the food with showmanship. The waiter has to have considerable
dexterity and skill.

12. Banquet Service

Banquet service is a large meal or feast, complete with main courses and desserts. It
usually serves a purpose such as a charitable gathering, a ceremony, or a celebration, and is
often preceded or followed by speeches in honor of someone. This is the most sophisticated
style of service.

The Menu :
A menu represents the range of food and beverage items offered in a restaurant. When the
menu is represented on a card, it is referred to as the Menu Card. Great pains are taken in
compiling the

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 CHAPTER-2
MANAGEMENT OF SOCIAL INSTITUTES – FAMILY AS INSTITUTE,
CHILD CARE and GEREATRIC INSTITUTES and PANCHAYATS

A social institution is one in which a collection of individuals are brought

together in pursuit of a common purpose. A social institutions common purpose includes
granting its members certain rights and privileges. They also possess duties, responsibilities
and liabilities.
"The social structure and machinery through which human society organises, directs
and executes the multifarious activities required to satisfy human needs." – H.E. Barnes

Characteristics of institutions –
 They have a certain objective to follow-
 They have a set of established rules.
 They are to meet the primary and not the secondary needs of the people.
According to Stuart chase, an institution performs (a) The economic and (b) The social –
creating and distributing human satisfaction among the people under its roof.

Social Education – Maulana Abul Kalam Azad, the education minister in 1949 defined social
education by pointing out that it means education for the entire man. The main aim of extension
education is –

1. Spread of Literacy
2. Acquainting people with laws of health & sanitation
3. Improvement in economic level
4. Encouraging the sense of citizenship and imparting awareness of rights and duties
5. Healthy recreation concurring to the needs of society and individual

Characteristics of Social Education

1. Spread of literacy
2. Advancement of handicrafts & cottage industries
3. Training of self administration
4. Training of ideal citizenship
5. Education in health and cleanliness
6. Organisation of health recreation
7. Integral development
8. Knowledge of the problems of the world
9. Contribution in rejuvenation

Family as an Institute – The family is generally regarded as a major social institution and a locus of
much of a person's social activity. It is a social unit created by blood, marriage or adoption & can be
described as nuclear or extended. Article 16 of the United Nations Declaration of Human rights states
that "the family is the natural & fundamental group unit of society and is entitled to protection by
society and state". Family serves as a carrier of "social continuity". It is a complex social phenomenon
& oldest natural community of people bound by blood. However, it is a small contact group of people
who interact with each other, a special form of interaction. According to A.H. Harchev, family draws
attention to the relationship of the family with the needs society. He consider the family as a small
group whose members are linked by marriage, kinship relations, common life and mutual moral
responsibility. According to Kharchev, the social need for the family was caused by society's need of
physical and spiritual reproduction of the population Functions of the family.

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The institution of family has 3 important functions-
1. To provide for the rearing of children
2. To provide a sense of identity or belonging amongst its members.
3. To transmit culture between generations.

Marriage – Marriage, a foundation of family life, exists in all cultures with some variations.
 Endogamy – Marriage between members of same category, class or groups.
 Exogamy – Marriage between members of different category, class or groups.
 Monogamy – Marriage between one man and one woman.
 Polygamy – Marriage between one man and more than one woman.
 Polyandry – Marriage between one woman and more than one man.
In some cultures, after marriage, a couple lives in the wife's family's household – a practice
called matrilocality. When a couple lives in the husband's family's household the practice is called
patriolocality. If they go out and get their own place to live, they practice neolocality.

Divorce and Remarriage – Women have now become less economically dependent on men, which
means they are now able to leave unhappy marriages and support themselves. Legal standards have
also relaxed, making divorce rate is so high, so is the rate of remarriage.

Child rearing – IIt is a primary function of a family. Being in a family provides children so with a
sense of identity. They learn norms and values

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 SAMPLE QUESTIONS
1. While washing cotton fabrics colour can be prevented from bleaching by using
(A) Vinegar (B) Common salt (C) Sodium Carbonate (D) Lissapol
Ans. D
(Dec. 2014, Paper-II)

2. A menu where food items are priced separately is called.

(A) Table'd hote (B) Du Jow (C) Set menu (D) A' la carte
Ans. D
(Dec. 2014, Paper-II)

3. Which of the following is not a type of buffet service.

(1) Finger (2) Trayed (3) Full (4) Fork
Ans. 2
(July 2016, Paper-II)

4. Arrange the mechanics of water service in the correct sequence.

I. Clearing II. Receiving customers and taking order
III. Serving IV. Preparation of service bays, sideboards and table
V. Sending off the customer
Codes
(1) II, III, V, I, IV (2) IV, II, III, I, V (3) I, II, III, IV, V (4) II, III, V, IV, I
Ans. 2
(July 2016, Paper-II)

5. Match the type of menu in List I with its characteristic in List II.
List-I List-II
(I) A la carte menu (A) Menu of the day
(II) Single use menu (B) Menu rotated at definite time intervals
(III) Table d' hote menu (C) Complete meal at a fixed price
(IV) Du jour menu (D) Food items are priced separately
(E) Menu planned for a certain day or event
and not repeated exactly in same form
I II III IV I II III IV
(1) C A E D (2) D A C E
(3) E D C B (4) D E C A
Ans. 4
(July 2016, Paper-II)

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