Alpina International

Leadership and Management

This course is designed to acquaint students with leadership, management, and quality issues facing today's hospitality industry. There are chapters on the Malcolm Baldrige National Quality Award, continuous improvement, quality service, power and empowerment, communication skills, goal setting, high-performance teams, diversity, managing organizational change, and strategic career planning.

Objectives:
1. Describe the traditional functions of management (planning, organizing, coordinating, staffing, directing, and controlling), and explain why a gap exists between them and the actual behavior of managers.
2. Describe the dominant contemporary views of leadership.
3. Identify and explain William Edwards Deming's 14 points and describe his ideas of leadership and management.
4. Describe Joseph M. Juran's notions and definitions of quality and detail the basic elements of quality management using Juran's approach.
5. Summarize the history of the Malcolm Baldrige National Quality Award and the role it has played in the U.S. business community.
6. Define quality service, describe the value of customers, and identify external and internal moments of truth.
7. Describe the types and sources of organizational and personal power, the typical responses to each type of power, and methods to enhance power and build alliances.
8. Describe the four fundamental steps of a continuous-improvement process, and identify and describe tools commonly used in the process.
9. Identify seven myths about communication, outline the communication process, and describe barriers to effective communication.
10. Explain the importance and nature of goal-setting in an organization, describe the nature of and need for coaching in today's hospitality organizations, and list guidelines that can help managers handle organizational conflict.
11. Identify forces of change that have made team-building a high priority for many hospitality organizations, and describe the stages a work team goes through during its development.
12. Identify the ways in which the work force is changing and how it is becoming more diverse.
13. List tips and cautions for organizations that embark on large-scale organizational change, and describe the four major steps of the change process.
14. Create a personal vision statement after analyzing your skills, interests, values, and personality type; and identify ways to choose an occupation and implement your career choice.