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

by John R. Walker (University of South Florida ); Jack E. Miller

• ISBN13: 9780470482704
• ISBN10: 0470482702
• Format: eBook
• Copyright: 2009-01-01
• Publisher: Wiley

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

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