• Tidak ada hasil yang ditemukan

Project Management in the Hotel Industry: The ESH Master Project Management Program Course Manual

N/A
N/A
Nguyễn Gia Hào

Academic year: 2023

Membagikan "Project Management in the Hotel Industry: The ESH Master Project Management Program Course Manual"

Copied!
183
0
0

Teks penuh

No part of this publication may be reproduced in any material form (including photocopying or storing in any medium by electronic means and whether temporary or incidental to other uses of this publication) without the written permission of the copyright holder , except in accordance with the copyright provisions.

  • Prerequisites
  • Orientation Week
  • Organization
  • Schedule
  • Grading
  • Cost
  • Conclusions

The structure of the project management program also promotes transversal learning between students and teachers through encouragement. Participation in the orientation week - the first week of the semester - is mandatory for all students and brings two credit points for five days of attendance.

  • ESH students' first-­‐hand experience
  • A random sampling
  • Stand-­‐alone project management
  • Team-­‐based project management
  • Fully-­‐integrated, systemic or centralized project management
  • A titular Project Manager at Le Bristol
  • Project coordination at the Park Hyatt Paris-­‐Vendôme
  • Transversal, non-­‐hospitality-­‐specific PM at the Shangri-­‐La Paris
  • Integrated "trickle-­‐down" PM at the Pullman Paris La Défense
  • Fully integrated Six Sigma PM at Le Méridien Etoile
  • Conclusions

Reporting directly to General Manager Michel Jauslin, Jelena Novcic -‐ one of ESH's 2008 graduates from the M2 Project Management Program -‐ now holds the title of "Project Coordinator" at Park Hyatt Paris-‐Vendôme. The Quality Manager will coordinate these projects with the Department Manager and the Training Manager to ensure that everyone in the hotel is aware of the directives of the head office.

Figure   3   Ad   for   a   Project   Manager   Trainee   
Figure  3  Ad  for  a  Project  Manager  Trainee  
  • Introduction: The E.T. Case Study
  • Specifications: Terms of Reference (TOR) -­‐ a general definition
    • Parameters
    • People
    • Planning
    • Agreement & signatures
  • Control Binders -­‐ Your PM Communication Tool
  • Planning
    • Gantt Chart
    • Mind Mapping
    • Critical Path Method (CPM)
    • Program Evaluation and Review Technique (PERT)
    • Financial Planning & Reporting
    • Contingency Planning

Who will be the team spokesperson - the one who regularly provides the senior lecturer with a written or oral progress report. The good news was that the structure had been protected all these years; the bad news was that it would cost the new owners - Shangri-La's patrons, the Kwok family - at least seven million euros to restore it.

Figure   8   Gantt   Chart   "Fixing   breakfast",   adapted   from   HN   Computing,   2007       
Figure  8  Gantt  Chart  "Fixing  breakfast",  adapted  from  HN  Computing,  2007    

Introduction

Team Building

  • A Group or a Team?
  • Removal of a Team Member or Leader
  • Communicating with the Team and your Lead Teacher
  • Delegation
  • Feedback and positive reinforcement
  • Reporting

A documented, written case must be submitted by email to the head teacher who will then discuss the problem(s) with the team. The team members should not by any stretch of the imagination think that the leader is supposed to do all the work.

Figure   19   19   Sandwich   feedback   ,DiscoverySchool.com   (2012)           
Figure  19  19  Sandwich  feedback  ,DiscoverySchool.com  (2012)      

The Team Process

Norming - After some pushing and pulling that involves discussing and clarifying roles, objectives, timing, standards, and expectations, team members eventually agree to work despite their differences because they understand it is in their mutual interest to reach the final goal. Team members have developed respect for each other or at least are committed to helping each other perform at their best. The good feelings of performing well together disappear and are replaced by anxiety.

To avoid this effect at ESH, team leaders are asked to evaluate the contributions of individual team members on a weekly basis. Also the final 360-‐ . graduate evaluation of all team members will reveal and punish social laziness.).

Figure   21   Team   Development   process   (Tuckman,   1965;   Kleinschmit,   2004)   
Figure  21  Team  Development  process  (Tuckman,  1965;  Kleinschmit,  2004)  

The Team Meeting Format

  • Meeting organizational structure and polarity
  • How to use the Team Meeting Model

If the team finds a solution in less time than allotted, the meeting breaks and the group moves on to the next topic. Each session should have different people in the team roles at each session to maintain circularity. Each person on the team should be given the opportunity to play each role multiple times, including the team leader.

/he speaks only if he disagrees with the team's conclusions, but should refrain from trying to shape or feed the team's conclusions. If the situation is relevant, this is the team member who hosts the team and who takes care of everything for the team such as supplying coffee, water, pencils, etc.

Figure   30   Team   Function   Roles,   (Cardon,   2004)   
Figure  30  Team  Function  Roles,  (Cardon,  2004)  

Leadership Assessment, according to I Opt

Before we can expect our students to guide others, we need them to first understand that leadership is about juggling the strengths and vulnerabilities of the group of the leader and the follower approach. Since no one person consistently uses one style or the other and can swing between styles quickly, the Opt systems believe that there are four categories that represent "averages" between two polarities. After identifying the student's preferred styles, the individual's results are compared to the average population.

During leadership coaching, students are encouraged to see both the advantages and disadvantages of their personal profiles as well as those of their teammates. In this sense, students understand that leadership is also about imitation, or adapting one's style to the needs of the project as well as to teammates' profiles.

Figure   31      I   Opt   Leadership   Graph   (reprinted   with   permission)   
Figure  31    I  Opt  Leadership  Graph  (reprinted  with  permission)  

Intercultural Intelligence

  • Introduction: Emergence of "interculturality"
  • History of intercultural studies
  • Economic, political and emotional consequences
  • The process of interculturality
  • An Intercultural Analysis Framework
  • Scanning Values
  • The Eight Core Values
  • The Cultural Value of Time
  • Intercultural competencies
  • Sample cultural differences between Americans and the French

Geert Hofstede specifically talks about "power distance", defining it as "the extent to which less powerful members of organizations and institutions (such as the family) expect and accept that power is unequally distributed". This presence itself can be interpreted as a kind of respect or solidarity with the people living in the house.). In the more individualistic Anglo-Saxon and European cultures, for example, residential neighborhoods are considered.

In France, people are expected to knock on a locked door and then go inside; a closed door in the US That is, in American history, the identity of those not classified as white has been forged in the furnace of contempt by the majority. Conservatives create their own electoral enemies. The beating heart of modern conservatism is its deep-seated appeal to the fear and anxiety of white Christians.

Figure   33   Intercultural   Performance   Pyramid,   C.   Konold   (2012)           
Figure  33  Intercultural  Performance  Pyramid,  C.  Konold  (2012)      
  • Emotional Intelligence or EQ
  • Critical Thinking
  • EQ, Critical Thinking and Project Management
  • Logical Fallacies (Pseudo-­‐Reasoning) defined

Critical thinking is an approach to studying and solving problems, making decisions or understanding something better (Ruggero, 2003, p. 17). Critical thinking can also be defined as the use of questions to evaluate and analyze problems (Ruggero, 2003, p. 18). Moreover, critical thinking doesn't always mean introducing new ideas; rather, it means providing sound, logical arguments (Ruggero, 2003, p. 18).

Above all, it is important to remember that a key component of critical thinking is asking questions to examine the evidence and decide its relevance to the main issue. There is a critical thinking component for project management and English to best prepare students for their individual or group research projects.

Figure   54   Exercise   on   Logical   Fallacies   
Figure  54  Exercise  on  Logical  Fallacies  
  • Introduction
  • Quotations and paraphrases
  • Referencing
  • Referencing methods
    • Footnotes
    • In-­‐text referencing
  • Sourcing
  • Note-­‐taking
  • Referencing Styles
  • APA Style
  • Common abbreviations
  • Referencing tools

A footnote is a reference at the bottom of the page that is usually numbered with a superscript (1, 2, 3) if there are many references. The number or asterisk at the bottom of the page corresponds to a number or asterisk following the in-text reference. If you paraphrase, you mention the author's last name and the date of publication in parentheses at the end of the paraphrase.

Weblog (Weblog) and Weblog Video - Include your message title and URL. Surname of the author, initials (year of publication) Title of the article, Title of the journal, year number (issue), page size of the article.

  • Introduction
  • Project Management Research Course content
  • Types of research
  • Research design: the process
  • Research design: criteria
  • Types of research design
  • Research Methods: Surveys
    • Interviews
    • Survey Questionnaires
    • Internet-­‐based surveys
    • Determining your survey sample
  • Analyzing primary data
  • Writing the research paper
    • Style
    • Formatting
    • Headings
  • Standard Research Paper Format
    • Abstract
    • Table of contents
    • List of Table and List of Figures
    • Introduction
    • Review of Literature
    • Methods
    • Results
    • Conclusions and Discussion
    • References
    • Appendix

A first, well-developed draft of the business plan and the research projects will be submitted before the end-of-year holidays. Did you say you would do something for your interviewee, such as send him or her a copy of the final document? Use sequential pagination with Arabic numerals on text from page 1 of your content placed in the bottom right corner of the page.

A within-groups design uses the same subjects as rats in all study conditions, including the control. Everyone was guaranteed anonymity and the possibility of receiving the results of the study.

  • Introduction
  • Purpose
  • Formatting
    • The ESH Business Plan Model
    • The Presentation
  • Structure
    • Project Overview
    • Marketing Plan
    • Management and Organization
    • Financial Statements
    • Appendix

We at ESH believe that the business plan is an excellent pedagogical tool for business management. The entire document is then summarized in a one-‐ or two-‐page executive summary that is used to promote the business plan and garner interest among potential investors. This section briefly describes the function or desired content of each part or section of a business plan.

This section of the business plan aims to explain the day-to-day running of the business. At http://www.bplans.com/educational_research_business_plan/management_summary_fc.php#.UMBYnY7ApUQ [Accessed 12 June 2012].

  • Marketing section
  • Strategic analysis
  • Content and Objectives
    • The Seven P’s to describe the marketing mix
    • Product
    • Place (or distribution)
    • Price
    • Promotion
    • Processes
    • People
    • Physical evidence
    • PESTEL model to analysis the environment
    • Porter’s forces of competition
    • Corporate culture
    • Organisational chart
  • Scope
  • Deliverables
  • Conclusions

The strategic analysis of the project uses the SWOT model: Strengths and Weaknesses (internal factors) in blocks on the top line, and Opportunities and Threats (external factors) below. Target segments are selected based on the study of the demand in the market research. This part of the business plan should present a pricing strategy for the product or service offered.

The business plan should also include a description of the promotion strategy of comparable hotels, online and offline. If applicable to the project, each of the forces should be included in the strategic analysis.

Figure   57   SWOT   form   
Figure  57  SWOT  form  

Revenue

Marginal Profit

Personnel cost

  • HR employment considerations
  • Hierarchy and Structure
  • Service charge and tips
  • Personnel Cost Calculation

A two star hotel is less labor intensive than a five star hotel due to the minimum level of service required by the classification. It is important that the company being benchmarked is very similar to the company in question. Nevertheless, the risk of poor reliability of people on casual contracts (people prefer fixed sources of income) and the poor standards of service (training and unfamiliarity of the company for both types of employees is always a problem) must be taken into account.

"Service Charge" is a fixed, mandatory charge added to an invoice; it is collected by the employer and redistributed to the employees. Tips are tips offered on a voluntary basis by the customer or free in cash, by check or added to the credit card charge.

Figure   60   Ratios   in   France,   (Oulé,   J.C.,   LHR   blog,   2010)   
Figure  60  Ratios  in  France,  (Oulé,  J.C.,  LHR  blog,  2010)  

Operating costs

Opening Expenditures

Depreciation

Cash Flow

Capital requirement

Business valuation

UK Commission for Employment and Skills (UKCES) (2012) Inclusion of low-skilled workers in the workplace, [online] At. We, the undersigned, authorize only ESH and ourselves to reproduce this (select research paper or business plan) for educational use only, with the exception of any documents included herein marked "Confidential" for reference on the School's website. Web site; for school maintenance. Add the 'Cash'Amortized'period'of'free'rent'of'items'that'is'depreciated'over'the'length'of'the'lease.

Add'Loans'Withdrawn'At'the'bank'must'be'added'to'the'cash'calculation. Credit-for-rent-free-periods,-landlord-contributions Rent-to-receive-under-operating-lease-P-External Rent-to-receive-under-operating-lease-P-Internal service charges.

Gambar

Figure   3   Ad   for   a   Project   Manager   Trainee   
Figure   6   Rajesh   Chauhan    MA   ESH   2006      
Figure   8   Gantt   Chart   "Fixing   breakfast",   adapted   from   HN   Computing,   2007       
Figure   9   ESH   M1   London   2007   Class   Values       
+7

Referensi

Dokumen terkait

Condition Section in Condition EMP 92 The noise management plan is to include the following — a details of a noise and airblast level monitoring programme; b details of a programme