Raymond Albert Kroc—Franchising
Genius 353
Planning 354
Organizing 355
Staffing 355
Leading 355
Controlling 356
Management Levels 356
Organization of Hospitality Businesses 358
Restaurants 358
Hotels 358
Multiple-Unit Businesses 358
Revenue and Support Centers 359
Revenue Centers 360
Support Centers 360
Chapter 16
Hospitality Management 362
The General Manager 363
Management Tasks 366
Set Goals 366
Oversee Customer Satisfaction 366
Control Costs 368
Keep Records 370
Manage Human Resources 370
Maintain the Facility 372
Oversee Sanitation and Safety 372
Market the Business 373
Management Skills 374
Delegation Skills 374
Management Styles 375
Motivation Skills 376
Communication Skills 376
Technical Skills 377
Computer Skills 377
Organizational Skills 379
Patricia Tam—Entrepreneur to Executive 380
Chapter 17
Human Resources 382
Human Resources Division 383
Recruitment 384
Compensation and Benefits 384
Policies and Procedures 386
Juanita Nañez—Never Stop Learning 388
Regulatory Compliance 389
Equal Opportunity 389
Workers’ Rights 390
Safety Laws 392
Employee Performance 394
Record Keeping 394
Labor Relations 396
Employee Retention 396
HR Staff 398
HR Issues 398
Diversity in the Workforce 398
Recruitment 399
Family and Medical Leave 400
Quality of Work Life 401
Chapter 18
Marketing and Sales 404
Marketing 405
Target Market 405
Product 409
Price 409
Place 409
Promotion 409
Richard Rodriguez—Climbing the Corporate
Career Ladder 411
Contents
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