Supervision in the Hospitality Industry

Description

Supervision in the Hospitality Industry, 8th Edition focuses on the different roles of employees from beginning leaders, newly promoted supervisor, or anyone planning a career in the hospitality field. A market leader, this text is widely used by thousands of students training for a career in the hospitality industry and current hospitality supervisors alike. Supervision is unique in that it does not solely rely on the supervisor’s point of view; instead, it considers the viewpoints of all levels of associates to create an informed picture of management and supervision in the hospitality industry. Cover Title Page Copyright Contents Preface Chapter 1 The Supervisor as Manager The Supervisor’s Role Obligations and Responsibilities of a Supervisor/Executive Chef The Supervisor in the Middle Obligation to Owners Obligations to Guests Obligations to Employees So Who’s Number One? Functions of Management The Reality Theories of People Management Scientific Management Human Relations Theory Participative Management Total Quality Management Humanistic Management Managerial Skills Technical Skills Human Skills Conceptual Skills Personal Skills and Qualities Tips for New Supervisors Chapter 2 The Supervisor as Leader Characteristics of Leaders The Nature and Foundations of Leadership Choosing a Leadership Style The Old-Style Boss Theory X and Theory Y Situational Leadership Transactional Leadership Transformational Leadership Six Emotional Leadership Styles Practices of Leaders Empowerment Developing Your Own Style Vision and Awareness Employee Engagement Ethics The Supervisor as Mentor Chapter 3 Planning, Organizing, and Goal Setting The Nature of Planning Levels of Planning The Planning Process 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 Workers Respond to Change How to Deal with Resistance Example of Planning for Change Planning Your Own Time Organizing for Success Chapter 4 Communicating Effectively The Importance of Good Communication 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 Directing People at Work Sending Clear Messages Getting Your Messages Accepted Making a Positive Impact Emotional Intelligence Giving Instructions Computer- And Telephone-Aided Communications Social Media Business Writing Meetings Chapter 5 Equal Opportunity Laws and Diversity Equal Opportunity in the Workplace 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? How to Increase Personal Awareness How to Recognize and Practice Cross-Cultural Interaction Leading Cultural Diversity in the Workplace Establishing a Diversity and Inclusion Program Managing Diversity Issues Positively General Guidelines Gender Issues Cultural Issues Religious Issues Age Issues Physically AND/OR Mentally Challenged Issues Chapter 6 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 Online 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 Hiring Checklist Making the Offer Negligent Hiring Orientation Creating a Positive Response Communicating the Necessary Information Chapter 7 Performance Effectiveness Performance Improvement Performance Standards What a Good Performance Standard System Can Do In Recruiting and Hiring In Training and in Evaluating Performance In Your job and in 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 Keys to a Successful Performance Standard System 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 Chapter 8 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 What Makes you Work? 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 Purpose = Motivation 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 Chapter 9 Supervising Teams, Team Building, and Coaching What Is a Team? Working Together Cohesive Teams Leading a Kitchen Team Leading a Restaurant Shift Conducting Preshift Meetings Using Closing Checklists Three Ways to Influence an Informal Team Building Teams Turning Groups Into Teams Creating Successful Teams Characteristics of Successful Teams Installing Total Quality Management Empowering Employees Overcoming Team Challenges Coaching Chapter 10 Employee Training and Development Importance of Training Need for Training Cost of not Training Benefits of Training Problems with 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 Factors in Retaining Employees Strategies for Retaining Employees Chapter 11 Conflict Management, Resolution, and Prevention What Is Conflict? The Main Ingredients of Conflict Common Causes of Conflict in the Workplace Conflict Management Analyze the Conflict Determine the Strategy to Resolve the Conflict Begin Prenegotiations Negotiate a Solution to the Conflict Implement the Negotiated Solution Conflict Resolution Principles for Handling Conflict Alternative Dispute Resolution Workplace Violence Conflict Prevention Chapter 12 Discipline 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 Employee Safety Harassment Sexual Harassment Other Forms of Harassment The Supervisor’s Key Role Chapter 13 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 Problems3 Building Decision-Making Skills Controlling The Control Process Additional Types of Control Chapter 14 Delegating What Delegation Means Essentials of Delegation Benefits of Delegation Why People Resist Delegation Why Managers have Trouble Delegating Why Some Employees Won’t Accept Responsibility How to Delegate Successfully Conditions for Success Steps in Delegation Common Mistakes in Delegation Adapting Delegation to Your Situation Glossary Index EULA