目录

  • 1 Chapter 1 – Preparing for a Leadership Career
    • 1.1 Introduction
    • 1.2 Why a Career in Hospitality and Tourism?
    • 1.3 Selecting an Industry Segment
    • 1.4 Types of Available Positions
    • 1.5 Traits of Leaders
    • 1.6 Traditional Management Styles
    • 1.7 Varying your Leadership Style
  • 2 Chapter 2 – Hospitality and Tourism Leadership
    • 2.1 Introduction
    • 2.2 21st Century Leadership Styles
    • 2.3 Leadership Development Goals
    • 2.4 Empowerment
    • 2.5 Showing Respect and Value for Diversity
    • 2.6 Global Guest Audiences
    • 2.7 Welcoming Other Cultures
  • 3 Chapter 3 – Leadership and the Guest Cycle
    • 3.1 Introduction
    • 3.2 Follow the Guest: Making the Cycle Seamless
    • 3.3 Guest Recovery
    • 3.4 Problem Solving
  • 4 Chapter 4 – Managing the Guest Experience Cycle
    • 4.1 Introduction
    • 4.2 Managing the Guest Experience: Being Inclusive
    • 4.3 Guest Experience Property Standards
    • 4.4 Managing the Guest Service Measurement (GSM) Process
    • 4.5 Guest Service Gold: Leading a Gold Team
    • 4.6 Managing Green Practices
  • 5 Chapter 5 – Leadership, Employees and Communication
    • 5.1 Introduction
    • 5.2 Purpose of the Mission Statement
    • 5.3 Communicating Employee Purpose and Role
    • 5.4 Setting Performance Goals
    • 5.5 Listening, Speaking and Writing
    • 5.6 Managing Difficult People
    • 5.7 Guest Communication
    • 5.8 Media Training
  • 6 Chapter 6 – Front Office Leadership
    • 6.1 Introduction
    • 6.2 Responsibilities of the Front Office Manager
    • 6.3 Reports: The Night Audit Paper Trail
    • 6.4 Labor Costs and the Night Audit
    • 6.5 Measuring Employee Performance
    • 6.6 Guests and the Front Desk
    • 6.7 Green Practice Programs for Guests
  • 7 Chapter 7 – Managing Housekeeping Operations
    • 7.1 Introduction
    • 7.2 Being the Executive Housekeeper
    • 7.3 Building a Budget
    • 7.4 Budgeting Labor and Linen Expenses
    • 7.5 Managing Housekeeping Performance Standards
    • 7.6 Training Housekeeping Staff
    • 7.7 Managing Housekeeping Green Practices
  • 8 Chapter 8 – Leadership and Facilities Management
    • 8.1 Introduction
    • 8.2 Function of the Chief Engineer
    • 8.3 Budgeting to Meet ADA Requirements
    • 8.4 Energy Management
    • 8.5 Emergency Systems Planning
    • 8.6 Managing the Facility’s Green Practices
  • 9 Chapter 9 – Food and Beverage Service Leadership
    • 9.1 Introduction
    • 9.2 Organization and Staffing of Food and Beverage Operations
    • 9.3 Menu Management
    • 9.4 Purchasing Supplies and Equipment
    • 9.5 Facility Design, Décor and Cleaning
    • 9.6 Managing Sanitation and Safety
    • 9.7 Labor and Revenue Control
    • 9.8 Nutrition and Sustainable Foods
  • 10 Chapter 10 – Managing Banquets and Catered Events
    • 10.1 Introduction
    • 10.2 Booking and Planning Events
    • 10.3 Reports: Preparing for Service
    • 10.4 Delivering Service
    • 10.5 After Service
  • 11 Chapter 11 – Human Resources
    • 11.1 Introduction
    • 11.2 Interview and Hiring Practices
    • 11.3 Employment Laws
    • 11.4 Managing Compensation and Benefits
    • 11.5 Corporate Social Responsibility
  • 12 Chapter 12 – Managing Operational Finance
    • 12.1 Introduction
    • 12.2 Financial Statements
    • 12.3 Operational Expenses and the Capital Budget
    • 12.4 Revenue Management
    • 12.5 Managing Labor Costs
    • 12.6 Taxes: Reporting and Remitting
  • 13 Chapter 13 – Marketing
    • 13.1 Introduction
    • 13.2 The Marketing Mix
    • 13.3 Steps of a Marketing Plan
    • 13.4 Channels of Distribution
    • 13.5 The Marketing Budget
    • 13.6 Industry Trends and Marketing
  • 14 Chapter 14 – Sales
    • 14.1 Introduction
    • 14.2 Training for Sales Success
    • 14.3 Managing a Sales Team
    • 14.4 Selling to Global Audiences
    • 14.5 Selling to Special Segments
    • 14.6 Selling to the Digital Traveler
  • 15 Chapter 15 – Safety
    • 15.1 Introduction
    • 15.2 Managing Workplace Safety
    • 15.3 Risk Management and Insurance
    • 15.4 OSHA: Following the Requirements
  • 16 Chapter 16 – Security
    • 16.1 Introduction
    • 16.2 Hotel Security: Access Control and Guestroom Security
    • 16.3 Employee Security Issues
    • 16.4 Emergency Management and Media Relations
Varying your Leadership Style







We have seen the different management styles used by managers in section 6 of this chapter.
我们在章节1.6中已经学习过管理者会用到的不同管理模式。

Which management style is the most effective?
哪一种管理模式最具成效呢?

In fact there is no right or wrong answer to this question as there are positive and negative aspects to each style.
其实这一问题没有肯定的答案,因为每种管理模式都有利有弊。

Effective management is about being flexible and adopting different styles for specific circumstances as response to the environment.
实行有效的管理意味着要灵活变通、针对具体情况采用不同的方式来回应外界环境。

The right style to adopt will depend largely to the situation in hand, the company culture and structure, manager’s personal background as well as the employees’ characteristics.
采用的管理方式是否合适,很大程度上取决于现有的情况、公司文化及组织结构、管理者的个人背景和员工们的特征。

The company culture and structure is one of the most important aspects in adopting the adequate style for success. If the adopted style does not fit the company values then disaster is inevitable.
想要成功地选择适合的方式,公司文化及组织结构是需要考虑的一个最重要的方面。如果采用不适合公司理念的管理方式,灾难就不可避免了。

While democratic style management might be more suitable in flat organizations with fewer levels of management, laissez faire style can be disastrous in an organization with several layers of management.
民主式管理可能更适于管理层级少的扁平组织,放任式管理则会让管理层级多的公司发生灾难。

The manager’s personal background may limit adopting a different style. Managers’ personality, knowledge, attitude, feelings and experiences can largely influence the application of these styles.
管理者的个人背景可能会对他采用不同方式产生局限,其性格、知识、态度、情绪、经验则对实际运用的情况有着很大影响。

A manager with an experience in smaller structures may have difficulties in involving a team approach in resolving problems and adopt an autocratic style in a larger company where this can lead to a resistance by the employees.  
在组织结构小的公司有过工作经验的管理者,可能会在团队合作处理问题时遇到困难,而在大公司采用指令式的管理模式会引起员工的反感。

Employee characteristics often limit which management styles a manager can effectively adopt.
员工的特征往往也会限制管理者实际采用的管理方式。

For large departments with new and inexperienced employees the autocratic and bureaucratic styles can be more suitable.
如果大部门里都是没有经验的职场新人,指令式和官僚式的管理风格会比较合适。

Employees’ experiences, skills and abilities may also affect the styles chosen by the manager.
员工的经验、技巧和能力也会影响管理者所选择的方式。

I would like to summarize this section with a quote from Ken Blanchard, an expert in leadership development.
在这里我想引用领导力发展发面的专家肯·布兰查德的一句名言作为总结

The key to successful leadership today is influence not authority.
现如今,成功的领导力关键在于影响力,而不是权威。

This section concludes the Chapter 1 of this course.
以上为本课程第一章的全部内容。

Thank you for your attention and participation.
感谢你的收看和参与。