Supervision in the Hospitality Industry: Leading Human Resources, 6th Edition

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  • Edition: 6th
  • Format: Hardcover
  • Copyright: 2009-01-01
  • Publisher: Wiley
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Supplemental Materials

What is included with this book?


Human resources are led, not managed. Supervision in the Hospitality Industry: Leading Human Resources, Sixth Edition is unique in its focus directly on leading human resources. In a recent paradigm shift, industry leaders and human resources practitioners recognize the movement away from "management," and to the important role of leading human resources at all levels of the organization, as they strive for perfection in guest services.

Author Biography

John R. Walker, DBA, CHA, FMP is a Fulbright Senior Specialist and the McKibbon Professor of Hotel and Restaurant Management at the School of Hotel and Restaurant Management at the University of South Florida. The late Jack E. Miller collaborated on several books in hospitality management, including Menu: Pricing Strategy, and Food and Beverage Cost Control, Second Edition, both from Wiley.

Table of Contents

Prefacep. ix
Leading Human Resources, Equal Opportunity, Diversity, and Planningp. 1
Leading Human Resourcesp. 3
The Practice of Leading Human Resourcesp. 4
The Importance of Leading Human Resourcesp. 4
The Human Resources Departmentp. 5
Leadershipp. 8
The Challenge of Leading Human Resourcesp. 8
Leaders, Supervisors, and Associatesp. 10
Characteristics of Leadersp. 11
The Nature of Leadershipp. 13
Leadership Stylesp. 15
The Old-Style Bossp. 16
Theory X and Theory Yp. 17
Situational Leadershipp. 18
Transactional Leadershipp. 19
Transformational Leadershipp. 20
Practices of Leadersp. 21
Empowermentp. 22
Developing Your Own Stylep. 22
Ethicsp. 24
The Leader as Mentorp. 25
Equal Opportunity Laws and Diversityp. 33
Equal Opportunityp. 34
EEO and Diversityp. 34
Inclusionp. 35
Equal Employment Opportunity Lawsp. 35
EEO Laws and the Hiring Processp. 39
Equal Opportunity in the Workplace: What Leaders Need to Knowp. 42
Q & A: Race, Ethnicity, Color-What Practices are Discriminatory?p. 42
Interviewingp. 42
Diversityp. 42
Why Does Cultural Diversity Matter?p. 45
Developing Cross-Cultural Interactionp. 46
How to Increase Personal Awarenessp. 46
Learning About other Culturesp. 47
How to Recognize and Practice Cross-Cultural Interactionp. 47
The Value of Cultural Diversityp. 50
Leading Cultural Diversity in the Workplacep. 50
Establishing a Diversity and Inclusion Programp. 52
Leading Diversity Issues Positivelyp. 53
General Guidelinesp. 53
Gender Issuesp. 53
Cultural Issuesp. 53
Religious Issuesp. 54
Age Issuesp. 54
Physically and/or Mentally Challenged Issuesp. 54
Human Resources Planning, Job Analysis, Job Description, and Organizingp. 59
The Nature of Human Resources Planningp. 60
Levels of Planningp. 61
The Planning Processp. 62
Goals and Goal Settingp. 63
Swot Analysisp. 65
Forecastingp. 65
The Risk Factorp. 67
Qualities of a Good Planp. 68
Types of Plans and Planningp. 68
Standing Plansp. 69
Single-use Plansp. 72
Day-by-day Planningp. 74
Schedulesp. 74
Planning for Changep. 77
How Associates Respond to Changep. 77
How to Deal with Resistancep. 78
Example of Planning for Changep. 79
Planning Your Own Timep. 83
Job Descriptionsp. 88
Job Analysisp. 89
The Uses of Job Analysisp. 90
Job Descriptionp. 91
Other Parts of The Job Descriptionp. 92
Organizing for Successp. 94
Sourcing, Compensation, and Benefitsp. 101
Sourcing: Recruitment, Selection, and Orientationp. 103
The Labor Marketp. 104
Jobs to be Filledp. 104
Days and Hours of workp. 105
Sources of Employeesp. 106
Characteristics of Your Labor Areap. 109
Determining Labor Needsp. 110
Defining Job Qualificationsp. 110
Forecasting Staffing Needsp. 112
Training Versus Buying Skillsp. 113
Recruitingp. 114
General Recruiting Principlesp. 114
Online Applicants and Selection Testsp. 117
Internal Recruitingp. 118
External Recruitingp. 120
Evaluating Your Recruitingp. 124
Selecting the Right Personp. 124
Application Formp. 126
The Interviewp. 127
Testingp. 132
Reference Checkp. 134
Making the Choicep. 135
Making the Offerp. 136
Negligent Hiringp. 136
Orientationp. 137
Creating a Positive Responsep. 137
Communicating the Necessary Informationp. 138
Compensation and Benefitsp. 145
Compensation Programsp. 146
Compensation Philosophyp. 146
Compensation Leadershipp. 146
Compensation Goals and Strategiesp. 148
Labor Market Conditionsp. 151
Legislation and Legal Issues of Compensationp. 152
Developing a Compensation Planp. 153
Determining Numbers of Employees Requiredp. 154
Establish Pay Gradesp. 154
Pay for Performancep. 155
Incentivesp. 155
Profit-Sharing Plansp. 156
Cost of Living Adjustmentsp. 156
Tippingp. 157
Employee Benefit Programsp. 157
Employee Benefits Required by Lawp. 158
Voluntary Benefitsp. 160
Health Insurance Plansp. 161
Retirement Benefitsp. 162
Defined Benefit Plansp. 162
Defined Contribution Plansp. 162
Employee Stock Ownership Plansp. 163
Life Insurancep. 163
Long-Term Disability Insurancep. 163
Paid Time offp. 164
Short-Term Disability Insurancep. 164
Employee Servicesp. 164
Cost of Benefitsp. 165
Performance Leadershipp. 169
Motivationp. 171
Employee Expectations and Needsp. 172
Your Experience and Technical Skillsp. 173
The way you behave as a Leaderp. 173
Communication between Leader and Employeesp. 174
Unwritten rules and Customsp. 176
Person-to-person Relationshipsp. 177
Motivationp. 177
Theories of Motivationp. 179
Motivation Through Fearp. 179
Carrot-and-stick Methodp. 180
Economic Person Theoryp. 180
Human Relations Theoryp. 181
Maslow's Hierarchy of Needsp. 181
Theory and Motivationp. 183
Herzberg's Motivation-Hygiene Theoryp. 183
Behavior Modificationp. 185
Reinforcement and Expectancy Theoryp. 185
Applying Theory to Reality: Limiting Factorsp. 186
Building a Positive Work Climatep. 188
Focus: The Individualp. 190
Motivational Methodsp. 192
Leading Energyp. 192
Dealing with Security Needsp. 193
Dealing with Social Needsp. 194
Rewarding Your Employeesp. 196
Developing Your Employeesp. 196
Focus: The Job-Providing an Attractive Job Environmentp. 198
Putting the Right Person in the Right Jobp. 198
Making the Job Interesting and Challengingp. 199
Focus: The Leaderp. 201
Setting a Good Examplep. 202
Establishing a Climate of Honestyp. 203
Teamwork, Team Building, and Coachingp. 207
What is a Team?p. 208
Working Togetherp. 209
Cohesive Teamsp. 210
Leading a Kitchen Teamp. 211
Leading a Restaurant Shiftp. 211
Three ways to Influence an informal teamp. 214
Building Teamsp. 215
Turning Groups into Teamsp. 215
Creating Successful Teamsp. 218
Characteristics of Successful Teamsp. 220
Total Quality Managementp. 222
How to Install a TQM Processp. 222
Empowermentp. 225
Team Challengesp. 226
Coachingp. 227
Employee Training and Developmentp. 237
Importance of Trainingp. 238
Need for Trainingp. 238
Benefits of Trainingp. 240
Problems in Trainingp. 242
Who Will Do the Training?p. 244
How Employees Learn Bestp. 245
Developing a Job-Training Programp. 247
Establishing Plan Contentp. 247
Developing a Unit Training Planp. 249
Moving from Plan to Actionp. 255
Job Instruction Trainingp. 256
Retrainingp. 258
Overcoming Obstacles to Learningp. 259
Turnover and Retentionp. 261
Performance Leadershipp. 269
Performance Standardsp. 270
Uses of the Job Descriptionp. 271
What a Good Performance Standard System Can Dop. 271
In Recruiting and Hiringp. 273
In Trainingp. 274
In Evaluating Performancep. 274
In Your Job and Your Careerp. 274
Setting Up a Performance Standard Systemp. 274
Defining the Purpose and Analyzing the Jobp. 277
Writing the Performance Standardsp. 278
Developing Standard Proceduresp. 282
Training Associates to meet the Performance Standardsp. 283
Evaluating on-the-job Performancep. 284
Implementing a Performance Standard Systemp. 285
How to make a performance Standard System pay offp. 285
How a performance standard system can failp. 286
Essentials of Performance Evaluationp. 287
Purpose and Benefitsp. 288
Steps in the Processp. 290
Making the Evaluationp. 291
Performance Dimensionsp. 291
Performance Standardsp. 294
Performance Ratingsp. 295
Pitfalls in Rating Employee Performancep. 297
Employee Self-Appraisalp. 299
The Appraisal Interviewp. 299
Planning the Interviewp. 299
Conducting the Interviewp. 300
Common Mistakes in Appraisal Interviewsp. 301
Follow-Upp. 303
Legal Aspects of Performance Evaluationp. 304
Maintaining High Performancep. 313
Discipline and Employee Assistance Programsp. 315
Essentials of Disciplinep. 316
Approaches to Disciplinep. 321
Negative Approachp. 322
Positive Approachp. 323
Advantages of the Positive Approachp. 324
Shifting from Negative to positive Disciplinep. 326
Administering Disciplinep. 327
Adapting Discipline to the Situationp. 327
Some Mistakes to Avoidp. 327
Taking the Essential Stepsp. 329
Terminationp. 332
Salvage or Terminate?p. 332
Just-Cause Terminationsp. 334
The Termination interviewp. 337
Employee Assistance Programsp. 341
How to make EAPS workp. 343
The Leader's Key Rolep. 344
Health and Safetyp. 349
Legal and Government Regulation of Safety and Health Practicesp. 350
Occupational Safety and Health Administrationp. 350
Hazard Communication Standardp. 351
Americans with Disabilities actp. 352
Workplace injuries and Diseases/Illnessesp. 353
Workers' Compensationp. 354
Safetyp. 355
Employee Safetyp. 362
Sexual Harassmentp. 363
Other Forms of Harassmentp. 367
Substance Abusep. 367
Guest Safetyp. 371
Security Concernsp. 372
AIDS and the Hospitality Workerp. 372
Human Resources Leadershipp. 377
Conflict Management, Resolution, and Preventionp. 379
What Is Conflict?p. 380
The Main "Ingredients" of Conflictp. 381
Common Causes of Conflict in the Workplacep. 382
Conflict Managementp. 384
Conflict Resolution, how to Handle Conflictp. 386
Alternative Dispute Resolutionp. 389
Conflict Preventionp. 390
Communicating and Delegatingp. 395
Good Communications and Their Importancep. 396
Types of Communicationp. 396
The Communication Processp. 397
Why Communication is so importantp. 399
Obstacles to Good Communicationp. 399
How the Communicators Affect the Messagep. 399
How Symbols can obscure the meaningp. 403
Problems in Sending the Messagep. 404
Problems in receiving the meaningp. 405
Removing Obstacles to Communicationp. 406
Listeningp. 406
Bad Listening Practicesp. 407
How to listenp. 409
Sending Clear Messagep. 413
Getting your Messages acceptedp. 414
Making a Positive Impactp. 414
Emotional Intelligencep. 415
Giving Instructionsp. 416
Computer and Telephone-Aided Communicationsp. 419
Business Writingp. 420
Meetingsp. 422
Delegatingp. 423
What Delegation Meansp. 423
Essentials of Delegationp. 424
Benefits of Delegationp. 427
Why People Resist Delegationp. 429
Why Leaders have trouble Delegatingp. 429
Why some Associates won't Accept Responsibilityp. 430
How to Delegate Successfullyp. 431
Conditions for successp. 431
Steps in Delegationp. 432
Adapting Delegation to your situationp. 437
Decision Making and Controlp. 445
Decision Makingp. 446
Elements in a Managerial Decisionp. 446
Approaches to Decision Makingp. 446
Rational Versus Emotional Decision Makingp. 447
Kinds of Decisionsp. 448
How to Make Good Decisionsp. 450
Defining the problemp. 452
Analyzing the problemp. 452
Developing alternative solutionsp. 454
Deciding on the best solutionp. 456
Action and follow-upp. 457
Problem Solvingp. 458
Pattern for solving problemsp. 458
Problem-solving examplep. 459
Participative problem solvingp. 461
Solving people problemsp. 464
Win-win problem solvingp. 465
Building Decision-Making Skillsp. 467
Controllingp. 467
Glossaryp. 477
Indexp. 487
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