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Supervision in the Hospitality Industry: Applied Human Resources, 5th Edition,9780471657484
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Supervision in the Hospitality Industry: Applied Human Resources, 5th Edition

by ; ;
Edition:
5th
ISBN13:

9780471657484

ISBN10:
0471657484
Format:
Hardcover
Pub. Date:
3/1/2006
Publisher(s):
Wiley
List Price: $93.33
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Summary

This Fifth Edition provides comprehensive coverage of the principles, theories, human relations techniques, and decision-making skills that are required to manage a workforce to profitable results. It helps managers satisfy obligations to owners, customers, and employees while maintaining a positive work climate, developing job expectations, disciplining marginal employees, and addressing workplace diversity.

Author Biography

<b>JOHN R. WALKER</b>, DBA, CHA, FMP, is the McKibbon Professor of Hotel and Restaurant Management at the School of Hotel and Restaurant Management at the University of South Florida, Sarasota&#8211;Manatee. <p> <b>Karen Eich Drummond</b>, Edd, RD, FADA, FMP, is a foodservice and nutrition consultant and writer. She has authored and coauthored numerous books, including <i>Nutrition for Foodservice and Culinary Professionals</i>, So <i>You Want to Be a Chef?</i>, and <i>The Restaurant Training Program</i>, all published by Wiley. <p> The late <b>Jack E. Miller</b> collaborated on several books in hospitality management, including <i>Menu: Pricing &amp; Strategy,</i> and <i>Food and Beverage Cost Control, Second Edition,</i> both from Wiley.

Table of Contents

Preface xvii
Part 1 Supervision and HR Management and Leadership
1(66)
The Supervisor as Manager
3(36)
The Supervisor's Role
5(2)
Obligations and Responsibilities of a Supervisor
7(10)
The Supervisor in the Middle
10(4)
Obligation To Owners
14(1)
Obligations To Guests
15(1)
Obligations To Employees
16(1)
So Who's Number One?
17(1)
Functions of Management
17(3)
The Reality
19(1)
Theories of People Management
20(7)
Scientific Management
21(3)
Human Relations Theory
24(1)
Participative Management
24(2)
Humanistic Management
26(1)
Managerial Skills
27(5)
Technical Skills
27(1)
Human Skills
28(1)
Conceptual Skills
29(1)
Personal Skills and Qualities
30(2)
Tips for New Supervisors
32(1)
Key Points
33(1)
Key Terms
34(1)
Review Questions
35(1)
Activities and Applications
35(2)
Web Activity
37(1)
Related Web Sites
38(1)
The Supervisor as Leader
39(28)
You and Your People
40(2)
The Jobs and The Workers
41(1)
Characteristics of Leaders
42(2)
The Nature of Leadership
44(2)
Leadership Styles
46(9)
The Old-Style Boss
47(1)
Theory X and Theory Y
48(2)
Situational Leadership
50(1)
Transactional Leadership
51(2)
Transformational Leadership
53(1)
Practices of Leaders
54(1)
Empowerment
54(1)
Developing Your Own Style
55(1)
Ethics
56(1)
The Supervisor as Mentor
57(1)
Key Points
58(1)
Key Terms
59(1)
Review Questions
60(1)
Activities and Applications
60(5)
Web Activity
65(1)
Related Web Sites
65(2)
Part 2 The Workplace
67(154)
Equal Opportunity in the Workplace
69(28)
Equal Opportunity, Diversity, and Inclusion in the Workplace
70(1)
Equal Employment Opportunity Laws
71(4)
EEO Laws and the Hiring Process
75(2)
Negligent Hiring
77(1)
Equal Opportunity in the Workplace: What Supervisors Need to Know
78(1)
Q & A: Race, Ethnicity, Color---What Practices Are Discriminatory?
78(1)
Interviewing
78(1)
Diversity
79(3)
Why Does Cultural Diversity Matter?
82(1)
Developing Cross-Cultural Interaction
82(1)
How to Increase Personal Awareness
83(1)
Learning About Other Cultures
84(1)
How to Recognize and Practice Cross-Cultural Interaction
84(2)
The Value of Cultural Diversity
86(1)
Managing Cultural Diversity in the Workplace
87(2)
Establishing a Diversity and Inclusion Program
89(1)
Managing Diversity Issues Positively
90(1)
General Guidelines
90(1)
Gender Issues
90(1)
Cultural Issues
90(1)
Religious Issues
91(1)
Age Issues
91(1)
Differently Abled Issues
91(1)
Key Points
92(1)
Key Terms
92(1)
Review Questions
93(1)
Activities and Applications
93(2)
Web Activity
95(1)
Related Web Sites
95(2)
Creating a Positive Work Climate
97(48)
Employee Expectations and Needs
98(5)
Your Experience and Technical Skills
98(1)
The Way You Behave As A Boss
99(1)
Communication Between Boss and Workers
100(2)
Unwritten Rules and Customs
102(1)
Person-To-Person Relationships
103(1)
Motivation
103(2)
Theories of Motivation
105(7)
Motivation Through Fear
105(1)
Carrot-And-Stick Method
106(1)
Economic Person Theory
106(1)
Human Relations Theory
107(1)
Maslow's Hierarchy of Needs
107(2)
Theory Y and Motivation
109(1)
Herzberg's Motivation-Hygiene Theory
109(2)
Behavior Modification
111(1)
Reinforcement Theory
111(1)
Expectancy Theory
112(1)
Applying Theory to Reality: Limiting Factors
112(2)
Building a Positive Work Climate
114(1)
Focus: The Individual
115(8)
Getting To Know Your People
115(2)
Dealing With Security Needs
117(1)
Dealing With Social Needs
118(2)
Rewarding Your Employees
120(1)
Developing Your Employees
121(2)
Focus: The Job
123(12)
Providing An Attractive Job Environment
123(1)
Providing A Safe and Secure Work Environment
123(4)
Implementing The Hazard Communication Standard
127(3)
Guest Safety
130(1)
Security Concerns
131(1)
Putting The Right Person in The Right Job
132(1)
Making The Job Interesting and Challenging
132(3)
Focus: The Supervisor
135(2)
Setting A Good Example
136(1)
Establishing A Climate of Honesty
136(1)
Key Points
137(1)
Key Terms
138(1)
Review Questions
139(1)
Activities and Applications
139(3)
Web Activity
142(1)
Related Web Sites
142(3)
Developing Performance Standards
145(34)
Job Analysis
147(1)
The Uses of Job Analysis
148(1)
Job Description
148(7)
Performance Standards
150(1)
Other Parts of the Job Description
151(3)
Uses of the Job Description
154(1)
What a Good Performance Standard System Can Do
155(5)
On The Job
155(2)
In Recruiting and Hiring
157(1)
In Training
157(1)
In Evaluating Performance
157(1)
In Your Job and Your Career
158(2)
Setting Up a Performance Standard System
160(10)
Defining The Purpose
161(1)
Analyzing The Job
161(3)
Writing The Performance Standards
164(4)
Developing Standard Procedures
168(1)
Training Workers To Meet The Performance Standards
169(1)
Evaluating On-The-Job Performance
170(1)
Implementing a Performance Standard System
170(3)
How To Make A Performance Standard System Pay Off
170(1)
How A Performance Standard System Can Fail
171(1)
Some Alternatives
172(1)
Key Points
173(1)
Key Terms
174(1)
Review Questions
174(1)
Activities and Applications
175(1)
Web Activity
176(1)
Related Web Site
177(2)
Recruiting and Selecting Applicants
179(42)
The Labor Market
180(6)
Jobs To Be Filled
180(1)
Days and Hours of Work
181(1)
Sources of Workers
182(3)
Characteristics of Your Labor Area
185(1)
Determining Labor Needs
186(6)
Defining Job Qualifications
187(1)
Forecasting Personnel Needs
188(4)
Training Versus Buying Skills
192(1)
Recruiting
192(10)
General Recruiting Principles
192(4)
Internal Recruiting
196(1)
External Recruiting
197(5)
Evaluating Your Recruiting
202(1)
Selecting the Right Person
202(13)
Application Form
203(4)
The Interview
207(3)
Testing
210(2)
Reference Check
212(1)
Making The Choice
213(1)
Making The Offer
214(1)
Key Points
215(1)
Key Terms
216(1)
Review Questions
216(1)
Activities and Applications
217(2)
Web Activity
219(1)
Related Web Sites
219(2)
Part 3 Employee Development
221(150)
Teamwork and Teambuilding
223(24)
What Is a Team?
224(1)
Working Together
225(3)
Cohesive Teams
226(1)
Three Ways To Influence An Informal Team
227(1)
Building Teams
228(5)
Turning Groups Into Teams
229(2)
Creating Successful Teams
231(1)
Characteristics of Successful Teams
232(1)
Total Quality Management
233(5)
How To Install a TQM Process
233(5)
Empowerment
238(1)
Team Challenges
239(3)
Coaching
240(2)
Key Points
242(1)
Key Terms
243(1)
Review Questions
244(1)
Activities and Applications
244(1)
Web Activity
245(1)
Related Web Sites
246(1)
Employee Training and Development
247(36)
Importance of Training
248(7)
Need For Training
248(3)
Benefits of Training
251(2)
Problems in Training
253(2)
Who Will Do the Training?
255(2)
How Employees Learn Best
257(2)
Developing a Job-Training Program
259(12)
Establishing Plan Content
260(2)
Developing A Unit Training Plan
262(5)
Moving From Plan To Action
267(2)
Job Instruction Training
269(2)
Retraining
271(2)
Orientation
273(3)
Creating A Positive Response
273(1)
Communicating The Necessary Information
274(2)
Overcoming Obstacles to Learning
276(2)
Key Points
278(1)
Key Terms
279(1)
Review Questions
279(1)
Activities and Applications
280(1)
Web Activity
281(1)
Related Web Sites
281(2)
Evaluating Performance
283(32)
Coaching
284(4)
Essentials of Performance Evaluation
288(4)
Purpose and Benefits
289(2)
Steps in the Process
291(1)
Making the Evaluation
292(11)
Performance Dimensions
298(1)
Performance Standards
298(1)
Performance Ratings
298(2)
Pitfalls in Rating Employee Performance
300(3)
Employee Self-Appraisal
303(1)
The Appraisal Interview
303(5)
Planning The Interview
304(1)
Conducting The Interview
304(1)
Common Mistakes in Appraisal Interviews
305(3)
Follow-Up
308(1)
Legal Aspects of Performance Evaluation
309(1)
Key Points
310(1)
Key Terms
311(1)
Review Questions
311(1)
Activities and Applications
312(1)
Web Activity
313(1)
Related Web Site
314(1)
Discipline and Employee Assistance Programs
315(56)
Essentials of Discipline
316(6)
Approaches to Discipline
322(6)
Negative Approach
322(2)
Positive Approach
324(2)
Advantages of the Positive Approach
326(1)
Shifting From Negative To Positive Discipline
327(1)
Administering Discipline
328(6)
Adapting Discipline To The Situation
328(1)
Some Mistakes To Avoid
329(1)
Taking The Essential Steps
330(4)
Termination
334(9)
Salvage Or Terminate?
334(3)
Just-Cause Terminations
337(2)
The Termination Interview
339(4)
Special Disciplinary Concerns
343(8)
Sexual Harassment
343(3)
Other Forms of Harassment
346(1)
Substance Abuse
346(5)
Employee Assistance Programs
351(3)
How To Make Eaps Work
353(1)
The Supervisor's Key Role
354(1)
Safety and Security Management
355(8)
A Safe Workplace
355(2)
Implementing The Hazard Communication Standard
357(4)
Guest Safety
361(1)
Security Concerns
362(1)
Aids and the Hospitality Worker
362(1)
Key Points
363(2)
Key Terms
365(1)
Review Questions
365(1)
Activities and Applications
366(2)
Web Activity
368(1)
Related Web Sites
368(3)
Part 4 Supervising Human Resources
371(134)
Planning and Organizing
373(36)
The Nature of Planning
374(6)
Levels of Planning
375(1)
The Planning Process
376(1)
Forecasting
376(2)
The Risk Factor
378(1)
Qualities of a Good Plan
379(1)
Types of Plans and Planning
380(9)
Standing Plans
380(4)
Single-Use Plans
384(2)
Day-By-Day Planning
386(1)
Schedules
386(3)
Planning for Change
389(6)
How Associates Respond To Change
389(1)
How To Deal With Resistance
390(1)
Example of Planning For Change
391(4)
Planning Your Own Time
395(7)
Organizing for Success
402(2)
Key Points
404(1)
Key Terms
405(1)
Review Questions
406(1)
Activities and Applications
406(1)
Web Activity
407(1)
Related Web Site
408(1)
Communicating Effectively
409(38)
Good Communications and Their Importance
410(5)
Types of Communication
410(1)
The Communication Process
411(2)
Why Communication Is So Important
413(2)
Obstacles to Good Communication
415(9)
How The Communicators Affect The Message
415(4)
How Symbols Can Obscure The Meaning
419(1)
Problems in Sending The Message
420(3)
Problems in Receiving The Meaning
423(1)
Removing Obstacles To Communication
423(1)
Listening
424(7)
Bad Listening Practices
424(2)
How To Listen
426(5)
Directing People at Work
431(8)
Sending Clear Messages
432(1)
Getting Your Messages Accepted
432(1)
Making A Positive Impact
433(1)
Giving Instructions
434(3)
Computer and Telephone-Aided Communications
437(2)
Business Writing
439(1)
Meetings
440(1)
Key Points
441(1)
Key Terms
442(1)
Review Questions
442(1)
Activities and Applications
443(2)
Web Activity
445(2)
Delegating
447(24)
What Delegation Means
448(1)
Essentials of Delegation
449(3)
Benefits of Delegation
452(2)
Why People Resist Delegation
454(3)
Why Managers Have Trouble Delegating
454(2)
Why Some Workers Won't Accept Responsibility
456(1)
How to Delegate Successfully
457(9)
Conditions For Success
457(1)
Steps in Delegation
458(5)
Common Mistakes in Delegation
463(2)
Adapting Delegation To Your Situation
465(1)
Key Points
466(1)
Key Terms
467(1)
Review Questions
467(1)
Activities and Applications
467(2)
Web Activity
469(2)
Decision Making and Control
471(34)
Decision Making
472(4)
Elements in a Managerial Decision
472(1)
Approaches To Decision Making
473(1)
Kinds of Decisions
474(2)
How to Make Good Decisions
476(8)
Defining The Problem
479(1)
Analyzing The Problem
480(1)
Developing Alternative Solutions
480(3)
Deciding on the Best Solution
483(1)
Action and Follow-Up
484(1)
Problem Solving
484(10)
Pattern For Solving Problems
485(1)
Problem-Solving Example
486(1)
Participative Problem Solving
487(4)
Solving People Problems
491(2)
Win-Win Problem Solving
493(1)
Building Decision-Making Skills
494(1)
Controlling
495(3)
Key Points
498(2)
Key Terms
500(1)
Review Questions
500(1)
Activities and Applications
500(2)
Web Activity
502(3)
Glossary 505(12)
Index 517


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