BME 1 – OPERATIONS MANAGEMENT IN

TOURISM AND HOSPITALITY MGT.

Name:______________________________________________________________ Subject Code:______

Yr & Section: ____________ Schedule: ______________________________ Date: _______________

ACTIVITY 1 (MIDTERM)
ELEMENTS OF A MANAGER’S JOB AND
KEY RESULT AREAS (KRA’S)
Learning Outcome:
After this activity, the student shall be able to:
 Identify the standards or performance indicators
 Assess/Evaluate theirselves on how to be an effective employee (Manager or Supervisor)

ELEMENTS OF A MANAGER’S JOB

The manager’s and supervisor’s job covers 2 major areas as illustrated below.
ADMINSTRATIVE
 PLANNING, DECISION MAKING
 PREPARING/PRESENTING REPORTS
 DESIGNING SYSTEMS, POLICIES
 DIRECTING, LEADING, COORDINATING THE WORK
 REGULATING CONTROLLING THE FLOW OF WORK
 ASSISTING IN RECRUITMENT STAFF TRAINING

TECHNICAL
 PREVENTIVE MAINTENANCE
 TAKING A DIRECT HAND IN OPERATIONS, SERVICE, PRODUCTION
 ATTENDING TO CUSTOMERS, TO DELIVERIES, AND OPERATIONAL CONCERNS

KEY RESULT AREAS (KRA’S)

 BME 1 – OPERATIONS MANAGEMENT IN
TOURISM AND HOSPITALITY MGT.

Assessment of managerial effectiveness starts with a clear delineation of expected results. Such results
emanate from the managers’ key result areas.

Key Result Areas are defined by the International Labor Organization as profit influencing tasks or results
necessary to sustain customer satisfaction and patronage. The KRA’s constitute the areas of accountability of
the manager /supervisor.

The managerial KRA’s can be classified into technical-operational (related directly to operations and
administration) and staff developmentOnce the KRA’s are established, the identification of standards or
performance indicators for each KRA as a basis for assessment of a manager’s efficiency and quality of
performance follows.

TECHNICAL STAFF DEVELOPMENT

 SYSTEMS  STAFF TRAINING
 QUALITY  JOB MORALE
 PRODUCTIVITY  STAFF WELFARE
 SAFETY  JOB APPRAISAL
 SANITATION  DISCIPLINE
 GOALS  TEAMWORK
 CUSTOMER  COMMUNICATION
 PAR STOCK  EMPLOYEE GRIEVANCE
 PREVENTIVE MAINTENANCE  LEADERSHIP
 PROBLEM SOLVING
 SALES

Test and apply your knowledge!

1. If you happen to be the manager or supervisor of a hotel, food outlet, do the following:
 BME 1 – OPERATIONS MANAGEMENT IN
TOURISM AND HOSPITALITY MGT.

a) Identify in the above-mentioned KRA’s and the indicators those that apply to you based on
your job description. (5 points)
b) Make a personal assessment of your administrative efficiency and productivity using the
applicable standards. (5 points)
2. If you are the manager or supervisor evaluating yourself, make a detailed line-up of training that
you feel you need to undertake to become more effective.

Prepared by:

Rogelio A. Cabael Jr., LPT

Instructor, Hospitality Management
College of Hospitality and Tourism Management
Urdaneta City University