MS.

STARLETTE KAYE BADON

INSTRUCTOR, BS HRM/TOURISM
ST. PAUL UNIVERSITY DUMAGUETE
 There are two areas of
Resource Management:

1. Human Resource Management
Covers management strategies designed to ensure that
people in the organization are able to perform at
maximum efficiency and productivity.
(Performance Management, training, Labor relations
and leadership Enhancement)
2. Materials Management

Concerned with management efforts to ensure material
resources like machines, equipment, supplies, utilities and
money are used sparingly , safety and within the limit of
the budget.

(Cost control, warehouse Management, Financial

management and other related programs)
The Various Phases of Management
MANAGER PLANS


SETS DIRECTION

ORGANIZE THE
CONTROLS
WORK

MONITORS ORIENTS/TRAINS
PERFORMANCE HIS STAFF

LEADS, DIRECTS
AND COORDINATES
 Basic Functions of a Manager in a Hotel and
Restaurant Industry

1. Planning and problem solving
2. Organizing
3. Leading and Monitoring
4. Controlling
5. Building customer goodwill
WHAT MAKES AN EFFECTIVE MANAGER?
1. Technical expertise on hotel and restaurant
operations
 1.
 Knowledge of standards in hotel and food
service operations
 Mastery of skills in executing operational
procedures according to Industry standards
 Knowledge of market trends and latest
technology in hospitality operations
1. Human Relations Skills
 Ability to maintain the goodwill of customers, 1.
superiors, staff,co-employees
 Ability to cope with difficult people, difficult
customers and work situations
1. Planning and organizing skills
 Ability to make sales forecast and budgets, to
conduct internal and external analysis, analysis
of the problems and identifying remedies
 Knowledge of strategic planning
 Proficiency in effectively using organizing tools 1.
 Ability to design work systems that are
conducive to efficient operations
Leadership and Monitoring skills
 Ability to lead and influence people and win
their cooperation
 Ability to handle meetings effectively
 Ability to communicate orally and in writing
 Ability to document observations an write
reports
 Ability to coordinate with other units and
departments
Controlling Skills
 Ability to conduct corrective interviews,
performance appraisals and appraisal
interviews
 Knowledge of material management
 Knowledge of performance management
 Ability to conduct sales and variance analysis,
inventory analysis and reports, prepare
budgets and to mirror actual consumption
Training Skills
 Ability to identify training needs of staff and to
conduct skills training
 Ability to instruct and transfer technology
 PERSONAL QUALITIES OF AN
EFFECTIVE MANAGER
1. Self-confidence and determination
 Exudes poise and assertiveness
 Decisive and determined to get what he wants
2. Has a sense of purpose and direction
 Possesses a vision and ambition
 Operates with realistic goals and aspirations
 Knows what he has to do to realize his visions
3. Has foresight and is prepared for contingencies
 Can anticipate potential problems and threats
 Always ready for contingent action
 Is abreast with the times; knows how to
anticipate
4. High level of sensitivity
 Accepts limitations of others, respects others’
self-esteem
 Employs tact and diplomacy in his language
 Responsive to the needs of the company, staff,
and customer

5. High level of tolerance
 Accepts limitations of others, as well as differences in opinion
 Possesses a sober and well-balanced temperament; exhibits
patience and understanding
6. Team spirit
 Has the capacity to trust others
 Willing to accept knowledge and respect differences from
others
 Willing to lend support and cooperation, settling aside personal
differences
 Always maintain a win win relationship
7. Pro-active and objective
 Does not act by impulse, always motivated b right principles
and values
 Is objective; does not rely on hearsay; is never vindicated
 Takes responsibility for results, does not pass the buck
8. Morally Upright, unquestionable integrity
 A model in terms of self discipline.
 Has good moral values; puts high value on cost, quality and
on dignity of labor
 Concepts of Leader and
Manager

Leader Manager
• Is visionary in identifying need change • Assess the driving and restricting
• Is a role model forces
• Is sensitive to timing initiatives • Identifies and implements strategies
• Is creative in identifying solutions • Seek subordinates input
• Individual efforts • Supports and rewards
• Understands future directions
 Comparison bet. Leadership and Management

Management
• Management is responsible for various
functions such as planning, organizing,
leading and controlling, which are related
to the total organization
• Management is concerned with the
promotion of the welfare of the entire
organization without giving scope to
vested interest.
Leadership
• Leadership is the ability to influence the
group in achieving the goals set by the
management
• Leadership influence individual which will
contribute to the attainment of group goals
• Leadership used informal power to
influence the group
• Leadership is necessary to create change
 Assessing Managerial Effectiveness


 The effectiveness of a manager can be measured by the results or
consequences of his performance. The performance target and
performance standards serves as parameters for assessing his
efficiency and success. These are referred to performance indicators.
Without this indicators, there will be no basis for objective assessment.

 One reason why a lot of managers and supervisors are unable to

deliver good results is because they are not aware of the results
expected to them. They maybe orient their job duties, work policies
and procedures but still they may not be able to excel if the desired
results or outcome are not defined.
 Key Result Areas(KRA’s)


 Key Result Areas are defined by the International Labor
organization as profit influencing task or results necessary o
significant to attain corporate goals. For example, quality is a KRA
necessary to sustain customer satisfaction and patronage.
 Primary Job objectives or Major Goals
 Outcomes or expectations of a job position
 Groups relevant activities under one cluster forming KRA
 Key Performance Indicator( KPI)


 Activity/Assignment/ Process to accomplish the main Goal/KRA
 Process and procedure done on daily basis i.e routine nature
 Sub Activity/s under each KRA
Eg; –KRA – Increase profit per file
 KPI 1 – Get competitive rates
 KPI 2 – Effective negotiation with the parties
 There can be moe the one KPI under a KRA
 
 The managerial; KRA’s can be classified into technical-
operational ( related directly to operations and administration)
and staff development)

TECHNICAL STAFF DEVELOPMENT

SYSTEMS STAFF TRAINING
SAFETY STAFF WELFAARE
QUALITY DISCIPLINE
PRODUCTIVITY JOB MORALE
SANITATION JOB APPRAISAL
CUSTOMER TEAMWORK
PAR STOCK COMMUNICATION
PREVENTIVE MAINTENANCE EMPLOYEE GRIEVANCE
PROBLEM SOLVING LEADERSHIP
SALES
 STANDARDS OF MANAGERIAL EFFECTIVENESS
1. Staff Training  2. Employees’ Morale and Welfare
1.1 Job orientation is given to all employees
immediately after hiring
1.2 Employees are continuously updated of
changes in company policies, products,
services and other pertinent information
concerning their jobs.
1.3 Staff training is responsive and relevant to the
staff’s training needs.
1.4 Training needs analysis is conducted before
designing a training plan
1.5 Employees are given opportunities to grow
through programs for career advancement.
1.6 There is consistent monitoring of application of
learning; errors are identified and corrected.
1.7There is a clear and convincing and well-
organized delivery of instruction; well
organized lesson plan.
1.1 Employees are appreciated and praised for their
efforts and good work.
1.2 Employees are treated fairly.
1.3 Employees are given due respect, they are
never humiliated or insulted.
1.4There is trust and confidence in the employees’
capacities and a abilities.
1.5 Employees are provided with safe working
environment
1.6 Persona; concerns, complaints and grievances
of staff are acknowledged, given time and
attention
1.7 Employees feel at ease in approaching their
superior.
1. Staff Training
 Job orientation is given to all employees
immediately after hiring
 Employees are continuously updated of
changes in company policies, products,
services and other pertinent information
concerning their jobs.
 Staff training is responsive and relevant to
the staff’s training needs.
 Training needs analysis is conducted
before designing a training plan.
 Employees are given opportunities to
grow through programs for career
advancement.
 There is consistent monitoring of
application of learning; errors are
identified and corrected.
 There is a clear and convincing and well-
organized delivery of instruction; well
organized lesson plan.

2. Employees’ Morale and Welfare
 Job orientation is given to all employees
immediately after hiring
 Employees are appreciated and praised
for their efforts and good work.
 Employees are treated fairly.
 Employees are given due respect, they are
never humiliated or insulted.
 There is trust and confidence in the
employees’ capacities and a abilities.
 Employees are provided with safe
working environment.
 Persona; concerns, complaints and
grievances of staff are acknowledged,
given time and attention.
 Employees feel at ease in approaching
their superior.

3. Teamwork
 There is a mutual trust between the
manager and his subordinates
 Full support and cooperation of
employees are exhibited in the
implement ton of rules, policies,
programs and, etc.
 Differences of ideas and opinions are
confronted, clarified, given an
hearing and not suppressed.
 There is a commitment to team
goals and strategies
 Proper decorum and proper
channels are observed in dealing
with other departments; no one is
by-passed.

4. Communications and grievance handling
 Meetings are conducted regularly
 Hearsays or gossips are never tolerated or
entertained
 Diplomacy and tact are observe in dealing with
infractions, complains and grievances.
 There is a sensitivity of feelings and self –esteem
to subordinates, demeaning and judgemental
remarks are avoided.
 Written correspondents are prepared in format,
are accurate and complete in details.
 Confidential matters are kept secret
 Orders and instructions are expressed with
clarity and diplomacy
 Assertive communication is demonstrated in
expressing and fighting ideas and convictions.
There is an open and objective discussion ideas
and differences
5. Leadership, Character and Integrity
 The respect of staff towards their superior
is the evident; they look up to him as a
role model
 There are methods employed in building
people’s self confidence like affirmation,
non-threatening statements.
 Win win orientation is demonstrated, n
personal interest, the interest of the
company and employees are given equal
weight.
 Initiative and resourcefulness
 There is a clear indication of creativity
and imagination
 The leader does not bear grudges nor
allows sentiments to affect his objectivity
 He maintains sobriety and composure in
dealing with erring employees and with
difficult situation.

6. Employee Discipline
 The leader is able to generate good discipline.
 No erring employee is convicted without trial, proper
investigation is conducted
 Corrective or disciplinary interviews are conducted in
accordance with the rules and principles of a good discipline
 Sanctions are enforced uniformly, fair and consistently for all
offense
7. Staff Recruitment
 A detailed set of job description that describes the desired
qualification for each position
 No misfit is recruited for the job
 Selection is based on job specification of an employee not
simply left on the discretion of a manager.
 A background investigation is conducted before placement
especially for critical position like managers and other
officers
 B. TECHNICAL AND OPERATONAL
1. Quality and Productivity
 2.
 Quality and Productivity of standards for
service, production and other operational areas.
 Inspection and monitoring checklist.
 Quality standards are consistently complied with
as indicated in the monitoring report of
managers and performance of audit report.
 There is no evidence of backlog.
 Reports and other documents are submitted on
or before deadline.
 There is minimal overtime on the record.
 Reports containing the required data are
thoroughly and accurately prepared.
Safety
 There is no records of accidents or injuries.
 Accidents and injuries minor or major should
be recorded and reported
 Safety clothing and devises should be
provided.
 Preventive and emergency procedures should
be established and make known to all.
 Employees follow safety rules and instructions
in performing task
 All employees are trained in their workplace
and knows how to use and operate machines
and equipment
 Work environment is free from safety and
security hazards.
3. Sanitation  5.
 Garbage cans are covered, lined with plastic sheets
and disposed it regularly
 Work area is always kept clean
 No evident of food poisoning or guests illness that
may have resulted from unsafe food and unsanitary
practices
 Employee consistently comply with standards of
personal hygiene and grooming.
4. Cost and Materials Management
 There is a reasonable budget for supply
 Accurate par stock level is established and
maintained
 Actual consumption is always monitored
 Consumption and expenses are always within the
allowable budget
 Cost of labor does not exceed allowable ceiling;
productivity of staff is always maximize.
 Pilferages are non-existent
 Energy and utilities are reasonably consumed.
Plan, Strategies
 Realistic, specific, measurable goals an targets are
established.
 Appropriate strategies are designed to attain goals
and targets
 Operational requirements are accurately identified
and addressed.
 Potential problems and treats are anticipated.
 Variances of performance gaps are identified,
analyzed and given appropriate remedies.
 Sales and Output
 Sales attainment for each month does not fall below
atrget
 The profit margin is attained
 All required reports are prepared
 Effective innovations, improvements in service and
operation procedures are ntroduced.
 All assigned task and special assignments are
completed on time.
6. Work Systems 
 All critical task in the unit/outlet are properly identified.
 All division of labor is clearly define
 Productivity and quality o standards are clearly defined
 Effective time management
 Flow of operation is systematic and organized.

7. Customer Satisfaction

 There is no record of serious or critical customer complaints.

 There are positive customer comments
 The service is delivered promptly, customers are not made to wait.
 Repeat patronage is evident
 Cheerful and pleasant disposition is evident among service personnel.
Thank You
