Quality Leadership and Management in the Hospitality Industry

by Woods, Robert H.; King, Judy Z.

• ISBN13: 9780866120692
• ISBN10: 0866120696
• Format: Paperback
• Copyright: 1996-02-01
• Publisher: Educational Inst of the Amer Hotel

Table of Contents

The Changing Nature of Leadership and Management	3	(26)
From Traditional to Contemporary Principles of Management	4	(3)
The New Context for Traditional Management Functions	7	(3)
Traditional Management Roles	10	(4)
Traditional Management Skills	14	(2)
Traditional Management Styles	16	(4)
Contemporary Leadership and Management	20	(3)
Chapter Appendix: One Day in the Life of Hans Willimann	23	(6)
The Quest for Quality	29	(28)
Deming's Fourteen Points for Quality	30	(7)
Joseph M. Juran	37	(6)
Characteristics of High-Performance Organizations	43	(6)
ISO 9000 Quality Standards	49	(3)
Chapter Appendix: Practices of High-Performance Companies: A Checklist	52	(5)
The Malcolm Baldrige National Quality Award and The Ritz-Carlton	57	(36)
The Baldrige Award and The Ritz-Carlton	58	(1)
The Baldrige Award's Purpose	59	(1)
The Baldrige Award's Core Values and Concepts	59	(3)
Baldrige Award Criteria	62	(31)
Quality Service	93	(30)
The Value of Customers	94	(12)
The Value of a Hospitality Staff	106	(8)
The Economics of Quality Service	114	(5)
Chapter Appendix: The Service-Profit Chain Audit	119	(4)
Continuous Improvement---Process and Tools	123	(32)
A Continuous-Improvement process	124	(10)
Tools Commonly Used in Continuous-Improvement Processes	134	(21)
Power and Empowerment	155	(28)
Centralization versus Decentralization	155	(4)
Fundamentals of Power and Authority	159	(7)
Power Tactics	166	(5)
Sharing Power Through Delegation	171	(5)
Empowering Other	176	(3)
Chapter Appendix: Learned Helplessness in Housekeeping	179	(4)
Communication Skills	183	(36)
Myths About Communication	183	(2)
The Communication Process	185	(10)
Noverbal Communication: Body Language	195	(4)
Listening Skills	199	(6)
Speaking and Presenting Skills	205	(4)
Writing Skills	209	(10)
Goal-Setting, Coaching, and Conflict-Management Skills	219	(22)
Goal Setting	219	(8)
Coaching	227	(3)
Conflict Management	230	(11)
High-Performance Teams	241	(40)
Examples of Hospitality Teams	241	(3)
Organizational Support for Successful Teams	244	(5)
Characteristics of Successful Teams	249	(3)
Stages of Team Development	252	(9)
Roles Individuals Play in Groups	261	(4)
Team Meetings	265	(5)
Consensus Team Decision-Making	270	(2)
Evaluating High-Performance Teams	272	(1)
Self-Directed Work Teams of the Future	273	(8)
The Challenge of Diversity	281	(48)
Managing Diversity	281	(6)
The Changing Work Force	287	(22)
Evolving Approaches to Dealing with Workplace Diversity	309	(2)
A Five-Step Process for Fostering Diversity in Your Organization	311	(11)
A Final Note on Diversity	322	(7)
Managing Organizational Change	329	(34)
Characteristics of Change	330	(3)
Roles in the Change Process	333	(5)
The Change Process	338	(21)
Cautions and Tips	359	(4)
Strategic Career Planning	363	(48)
Career-Focused Self-Assessment	363	(4)
Researching Organizations and Positions	367	(8)
Self Marketing and Personal Promotion	375	(20)
Responding to Job Offers	395	(4)
Lifelong Learning	399	(4)
Career Planning Beyond Your First Job: Whose Responsibility?	403	(8)
Glossary	411	(16)
Index	427