Supervision in the Hospitality Industry

by Kavanaugh, Raphael R.; Ninemeier, Jack D.; Daschler, John P.

• ISBN13: 9780866121873
• ISBN10: 0866121870
• Edition: 3rd
• Format: Paperback
• Copyright: 2001-09-01
• Publisher: Varsitybooks.Com

Table of Contents

A Framework for Supervision	p. 1
The Supervisor and the Management Process	p. 3
Definition of Management	p. 3
The Components of Management	p. 7
Skills for Effective Supervision	p. 16
Supervisory Responsibilities	p. 18
Keys to Supervisory Success	p. 20
Key Terms, Review Questions	p. 21
Case Study--"I Never Wanted to Be a Supervisor Anyway"	p. 23
Effective Communication	p. 29
The Communication Process: A Brief Overview	p. 30
Speaking Skills	p. 37
Listening Skills	p. 39
A Listening Model: Four Stages	p. 42
Active Listening Skills	p. 44
Nonverbal Communication--Body Language	p. 48
Writing	p. 51
Key Terms, Review Questions	p. 60
Supervisory Responsibilities	p. 63
Recruitment and Selection Procedures	p. 65
The Supervisor and the Human Resources Department	p. 65
Learning from Employee Turnover	p. 68
Making Jobs Easier to Fill	p. 68
Internal Recruiting	p. 70
External Recruiting	p. 73
Interviewing Applicants	p. 75
The Selection Decision	p. 86
The Supervisor and Human Resources Planning	p. 86
Key Terms, Review Questions	p. 88
Case Study--Hobson's Choice: Finding the Best Server for the Job	p. 90
Orientation and Training	p. 97
Importance of Training	p. 97
Four-Step Training Method	p. 104
Learning	p. 109
Orientation	p. 116
Key Terms, Review Questions, Internet Sites	p. 122
Managing Productivity and Controlling Labor Costs	p. 127
Productivity Standards	p. 128
Planning Staffing Requirements	p. 133
Forecasting Business Volume	p. 137
The Staffing Guide as a Scheduling Tool	p. 142
The Staffing Guide as a Control Tool	p. 145
Labor Scheduling Software	p. 149
Monitoring and Evaluating Productivity	p. 152
Key Terms, Review Questions	p. 155
Case Study--Under Pressure	p. 156
Evaluating and Coaching	p. 161
Benefits of Performance Evaluations	p. 162
Obstacles to Effective Performance Evaluation	p. 163
Common Performance Evaluation Errors	p. 165
Approaches to Performance Evaluations	p. 166
Steps in the Performance Evaluation Process	p. 173
Coaching	p. 178
Informal On-the-Job Coaching	p. 181
Formal Coaching	p. 182
Key Terms, Review Questions	p. 186
Case Study--Raising the Performance Bar	p. 188
Discipline	p. 193
Myths about Discipline	p. 194
The Purpose of Disciplinary Action	p. 195
Progressive Discipline	p. 199
When to Take Disciplinary Action	p. 201
Managing the Disciplinary Process	p. 204
Key Terms, Review Questions	p. 210
Case Study--Explosion in the Kitchen	p. 211
Special Supervisory Concerns	p. 217
Equal Employment Opportunity Laws	p. 217
Sexual Harassment	p. 223
Safety and Security	p. 225
Supervising a Multicultural Work Force	p. 227
Ethics	p. 228
Substance Abuse	p. 229
Unions	p. 231
Key Terms, Review Questions	p. 239
Supervisory Tools	p. 243
Team Building	p. 245
What Is a Work Team?	p. 245
Types of Work Teams	p. 247
Stages of Team Development	p. 251
The Supervisor as Team Leader	p. 257
Special Work Team Concerns	p. 261
The Future of Work Teams	p. 266
Endnotes, Key Terms, Review Questions, Additional Reading, Internet Sites	p. 267
Case Study--Turning Department "Heads" into a Management Team	p. 272
Motivation Through Leadership	p. 279
Get to Know Your Employees	p. 279
Motivational Strategies	p. 281
Identifying Motivational Problems	p. 283
Leadership Styles and Motivations	p. 284
Increasing Employee Participation	p. 288
Key Terms, Review Questions	p. 290
Managing Conflict	p. 293
Benefits of Conflict	p. 293
Sources of Conflict	p. 294
Types of Conflict	p. 297
Outcomes of Conflict	p. 298
Conflict Management Styles	p. 299
Tips for Negotiating Conflicts	p. 301
Key Terms, Review Questions	p. 311
Improving Your Effectiveness as a Supervisor	p. 313
Time Management	p. 315
Myths Concerning Time Management	p. 315
Time Analysis	p. 316
Time Management Tools	p. 318
Delegation	p. 323
Key Terms, Review Questions	p. 329
Managing Change	p. 333
The Forces of Stability and Change	p. 334
A Model for Change	p. 336
Overcoming Resistance to Change	p. 339
The Supervisor as Change Agent	p. 343
Evaluating Change	p. 350
Endnotes, Key Terms, Review Questions	p. 351
Case Study--Turning Around the Turnaround	p. 352
Professional Development	p. 357
Owning Your Development	p. 357
Planning Your Development	p. 359
Create the Plan	p. 362
Execute the Plan	p. 370
Next Steps	p. 375
Endnotes, Key Terms, Review Questions, Internet Sites	p. 375
Case Study--Earth to Marlene! Anybody Home?	p. 377
Index	p. 381
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