9780470482704

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

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  • ISBN13:

    9780470482704

  • ISBN10:

    0470482702

  • Format: eBook
  • Copyright: 2009-01-01
  • Publisher: Wiley
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Summary

Human resources are led, not managed. Supervision in the Hospitality Industry: Leading Human Resources, Sixth Edition is about leading the people who cook, serve, tend bar, check guests in and out, carry bags, clean rooms, mop floors-the people on whom success or failure of every hospitality enterprise depends. It is a book about first-line supervision, written especially for the beginning leader, newly promoted supervisor, or anyone planning a career in the hospitality field. Even experienced managers will find if full of useful ideas and insights. Revised and updated to include increased coverage of contemporary diversity initiatives, with information on recruitment and retention, and additional profiles of individuals and companies, Supervision in the Hospitality Industry provides a basic understanding of a leader's role and responsibilities applied to the hospitality industry.

Table of Contents

Preface
Leading Human Resources, Equal Opportunity, Diversity, And Planning
Leading Human Resources
The Practice of Leading Human Resources
The Importance of Leading Human Resources
The Human Resources Department
Leadership
The Challenge of Leading Human Resources
Leaders, Supervisors, and Associates
Characteristics of Leaders
The Nature of Leadership
Leadership Styles
The Old-Style Boss
Theory X and Theory Y
Situational Leadership
Transactional Leadership
Transformational Leadership
Practices of Leaders
Empowerment
Developing Your Own Style
Ethics
The Leader as Mentor
Equal Opportunity Laws and Diversity
Equal Opportunity
EEO and Diversity
Inclusion
Equal Employment Opportunity Laws
EEO Laws and the Hiring Process
Equal Opportunity in the Workplace: What Leaders Need To Know
Q & A: Race, Ethnicity, Color"What Practices Are Discriminatory"
Interviewing
Diversity
Why Does Cultural Diversity Matter?
Developing Cross-Cultural Interaction
How to Increase Personal Awareness
Learning About Other Cultures
How to Recognize and Practice Cross-Cultural Interaction
The Value of Cultural Diversity
Leading Cultural Diversity in the Workplace
Establishing a Diversity and Inclusion Program
Leading Diversity Issues Positively
General Guidelines
Gender Issues
Cultural Issues
Religious Issues
Age Issues
Physically and or Mentally Challenged Issues
Human Resources Planning, Job Analysis, Job Description, and Organizing
The Nature of Human Resource Planning
Levels of Planning
The Planning Process
Goals and Goal Setting
SWOT Analysis
Forecasting
The Risk Factor
Qualities of a Good Plan
Types of Plans and Planning
Standing Plans
Single-Use Plans
Day-by-Day Planning
Schedules
Planning for Change
How Associates Respond to Change
How to Deal with Resistance
Example of Planning for Change
Planning Your Own Time
Job Descriptions
Job Analysis
The Uses of Job Analysis
Job Description
Other Parts of the Job Description
Organizing for Success
Sourcing, Compensation, And Benefits
Sourcing: Recruitment, Selection, and Orientation
The Labor Market
Jobs To Be Filled
Days and Hours of Work
Sources of Employees
Characteristics of Your Labor Area
Determining Labor Needs
Defining Job Qualifications
Forecasting Staffing Needs
Training Versus Buying Skills
Recruiting
General Recruiting Principles
On-Line Applicants and Selection Tests
Internal Recruiting
External Recruiting
Evaluating Your Recruiting
Selecting the Right Person
Application Form
The Interview
Testing
Reference Check
Making the Choice
Making the Offer
Negligent Hiring
Orientation
Creating a Positive Response
Communicating the Necessary Information
Compensation and Benefits
Compensation Programs
Compensation Philosophy
Compensation Leadership
Compensation Goals and Strategies
Labor Market Conditions
Legislation and Legal Issues of Compensation
Developing a Compensation Plan
Establishing Pay Rates
Establish Pay Grades
Pay for Performance
Incentives
Profit-Sharing Plans
Cost of Living Adjustments
Tipping and Service Charges
Employee Benefit Programs
Employee Benefits Required by Law
Voluntary Benefits
Health Insurance Plans
Retirement Benefits
Defined Benefit Plans
Defined Contributions Plan
Employee Stock Ownership Plans
Life Insurance
Long-Term Disability Insurance
Paid Time Off
Short-Term Disability Insurance
Employee Services
Cost of Benefits
Performance Leadership
Motivation
Employee Expectations and Needs
Your Experience and Technical Skills
The Way You Behave as a Leader
Communication Between Leader and Employees
Unwritten Rules and Customs
Person-to-Person Relationships
Motivation
Theories of Motivation
Motivation Through Fear
Carrot-and-Stick Method
Economic Person Theory
Human Relations Theory
Maslow's Hierarchy of Needs
Theory Y and Motivation
Herzberg's Motivation-Hygiene Theory
Behavior Modification
Reinforcement and Expectancy Theory
Applying Theory to Reality: Limiting Factors
Building a Positive Work Climate
Focus: The Individual
Motivational Methods
Leading Energy
Dealing with Security Needs
Dealing with Social Needs
Rewarding Your Employees
Developing Your Employees
Focus: The Job--Providing an Attractive Job Environment
Putting the Right Person in the Right Job
Making the Job Interesting and Challenging
Focus: The Leader
Setting a Good Example
Establishing a Climate of Honesty
Teamwork, Teambuilding, and Coaching
What Is a Team?
Working Together
Cohesive Teams
Leading a Kitchen Team
Leading a Restaurant Shift
Three Ways to Influence an Informal Team
Building Teams
Turning Groups into Teams
Creating Successful Teams
Characteristics of Successful Teams
Total Quality Management
How To Install a TQM Process
Empowerment
Team Challenges
Coaching
Employee Training and Development
Importance of Training
Need for Training
Benefits of Training
Problems in Training
Who Will Do the Training?
How Employees Learn Best
Developing a Job-Training Program
Establishing Plan Content
Developing a Unit Training Plan
Moving from Plan to Action
Job Instruction Training
Retraining
Overcoming Obstacles to Learning
Turnover and Retention
Performance Leadership
Performance Standards
Uses of the Job Description
What a Good Performance Standard System Can Do
In Recruiting and Hiring
In Training
In Evaluating Performance
In Your Job and Your Career
Setting Up a Performance Standard System
Defining the Purpose and Analyzing the Job
Writing the Performance Standards
Developing Standard Procedures
Training Associates To Meet the Performance Standards
Evaluating On-the-Job Performance
Implementing a Performance Standard System
How To Make a Performance Standard System Pay Off
How a Performance Standard System Can Fail
Essentials of Performance Evaluation
Purpose and Benefits
Steps in the Process
Making the Evaluation
Performance Dimensions
Performance Standards
Performance Ratings
Pitfalls in Rating Employee Performance
Employee Self-Appraisal
The Appraisal Interview
Planning the Interview
Conducting the Interview
Common Mistakes in Appraisal Interviews
Follow-Up
Legal Aspects of Performance Evaluation
Maintaining High Performance
Discipline and Employee Assistance Programs
Essentials of Discipline
Approaches to Discipline
Negative Approach
Positive Approach
Advantages of the Positive Approach
Shifting from Negative to Positive Discipline
Administering Discipline
Adapting Discipline to the Situation
Some Mistakes To Avoid
Taking the Essential Steps
Termination
Salvage or Terminate?
Just-Cause Terminations
The Termination Interview
Employee Assistance Programs
How To Make EAPs Work
The Leaders Key Role
Health and Safety
Legal and Government Regulation of Safety and Health Practices
Occupational Safety and Health Administration
Hazard Communication Standard
Americans with Disabilities Act
Workplace Injuries and Diseases/Illness
Workers' Compensation
Safety
Employee Safety
Sexual Harassment
Other Forms of Harassment
Substance Abuse
Guest Safety
Security Concerns
AIDS and the Hospitality Worker
Human Resources Leadership
Conflict Management, Resolution, and Prevention
What Is Conflict?
The Main "Ingredients" of Conflict
Common Causes of Conflict in the Workplace
Conflict Management
Conflict Resolution, How to Handle Conflict
Alternative Dispute Resolution
Conflict Prevention
Communicating and Delegating
Good Communications and Their Importance
Types of Communication
The Communication Process
Why Communication Is so Important
Obstacles to Good Communication
How the Communicators Affect the Message
How Symbols Can Obscure the Meaning
Problems in Sending the Message
Problems in Receiving the Meaning
Removing Obstacles to Communication
Listening
Bad Listening Practices
How To Listen
Sending Clear Messages
Getting Your Messages Accepted
Making a Positive Impact
Emotional Intelligence
Giving Instructions
Computer and Telephone-Aided Communications
Business Writing
Meetings
Delegating
What Delegation Means
Essentials of Delegation
Benefits of Delegation
Why People Resist Delegation
Why Leaders Have Trouble Delegating
Why Some Associates Won't Accept Responsibility
How to Delegate Successfully
Conditions for Success
Steps in Delegation
Adapting Delegation To Your Situation
Decision Making and Control
Decision Making
Elements in a Managerial Decision
Approaches to Decision Making
Rational Versus Emotional Decision Making
Kinds of Decisions
How to Make Good Decisions
Defining the Problem
Analyzing the Problem
Developing Alternative Solutions
Deciding on the Best Solution
Action and Follow-Up
Problem Solving
Pattern for Solving Problems
Problem-Solving Example
Participative Problem Solving
Solving People Problems
Win-Win Problem Solving
Building Decision-Making Skills
Controlling
Glossary
Index
Table of Contents provided by Publisher. All Rights Reserved.

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