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

by Jack E. Miller ((deceased) ); John R. Walker (University of South Florida ); Karen E. Drummond (Yardley, Pennsylvania)

• ISBN13: 9780471657484
• ISBN10: 0471657484
• Edition: 5th
• Format: Hardcover
• Copyright: 2006-03-01
• Publisher: Wiley

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