Supervision in the Hospitality Industry
9. Edition March 2021
400 Pages, Softcover
Wiley & Sons Ltd
Further versions
Supervision in the Hospitality Industry, Ninth Edition, is a comprehensive primer designed for beginning leaders, new supervisors promoted from an hourly job, and students planning for careers in the hospitality industry. Covering each essential aspect of first-line supervision, this market-leading textbook helps readers develop the practical skills and knowledge necessary for effectively supervising hospitality workers at all levels of an organization, including cooks, servers, bartenders, front desk clerks, porters, housekeepers, and janitorial staff. Topics include planning and organizing, communication, recruitment and team building, employee training, performance effectiveness, conflict management, and more.
The text's unique approach to leading human resources -- combining fundamental leadership theory and the firsthand expertise of hospital industry professionals -- enables readers to master concrete, results-driven leadership methods and overcome the everyday challenges faced in the real world. Principles of good leadership and supervision are presented in clear, easy-to-understand language and are reinforced by numerous examples, case studies, discussion questions, and activities. The ninth edition of Supervision in the Hospitality Industry remains the ideal text for students and practitioners alike, delivering a basic yet comprehensive knowledge of the different elements of the supervisor's job while helping develop the leadership qualities needed to succeed as a hospitality professional.
Chapter 1 The Supervisor as Manager 1
The Supervisor's Role 2
Leading Yourself 3
Functions of Management 13
Theories of People Management 16
Managerial Skills 19
Tips for New Supervisors 23
How to Lead Yourself 24
Chapter 2 The Supervisor as Leader 29
Characteristics of Leaders 29
The Nature and Foundations of Leadership 31
Choosing a Leadership Style 33
Developing Your Own Style 40
Ethics 43
The Supervisor as Mentor 44
Chapter 3 Planning, Organizing, and Goal Setting 51
The Nature of Planning 52
Types of Plans and Planning 56
Planning for Change 63
Planning Your Own Time 69
Organizing for Success 73
Chapter 4 Communicating Effectively 79
The Importance of Good Communication 79
Why Communication is So Important 82
Obstacles to Good Communication 83
Listening 90
Directing People at Work 95
Business Writing 102
Meetings 103
Chapter 5 Equal Opportunity Laws and Diversity 107
Equal Opportunity in the Workplace 108
Equal Employment Opportunity Laws 109
EEO Laws and the Hiring Process 112
Equal Opportunity in the Workplace: What Leaders Need to Know 114
Diversity 114
Why Does Cultural Diversity Matter? 117
How to Increase Personal Awareness 118
How to Recognize and Practice Cross-Cultural Interaction 118
Leading Cultural Diversity in the Workplace 120
Establishing a Diversity and Inclusion Program 122
Managing Diversity Issues Positively 122
Chapter 6 Recruitment, Selection, and Orientation 127
The Labor Market 127
Determining Labor Needs 132
Recruiting 137
Selecting the Right Person 144
Negligent Hiring 155
Orientation 155
Chapter 7 Performance Effectiveness 163
Performance Improvement 163
Performance Standards 164
What a Good Performance Standard System Can Do 165
Setting Up a Performance Standard System 167
Implementing a Performance Standard System 175
Essentials of Performance Evaluation 177
Making the Evaluation 180
The Appraisal Interview 187
Follow-Up 190
Legal Aspects of Performance Evaluation 191
Chapter 8 Motivation 197
Employee Expectations and Needs 197
Motivation 202
Theories of Motivation 204
Applying Theory to Reality: Limiting Factors 209
Building a Positive Work Climate 212
Focus: The Individual 213
Motivational Methods 215
Focus: The Job--Providing an Attractive Job Environment 220
Focus: The Leader 222
Chapter 9 Supervising Teams, Team Building, and Coaching 227
What is a Team? 227
Working Together 228
Building Teams 234
Installing Performance Effectiveness (PE) 238
Empowering Employees 241
Overcoming Team Challenges 242
Coaching 243
Chapter 10 Employee Training and Development 251
Importance of Training 251
Who Will Do the Training? 256
How Employees Learn Best 257
Developing a Job-Training Program 259
Retraining 268
Overcoming Obstacles to Learning 269
Turnover and Retention 271
Chapter 11 Conflict Management, Resolution, and Prevention 277
What is Conflict? 277
Conflict Management 280
Conflict Resolution 283
Workplace Violence 286
Conflict Prevention 287
Chapter 12 Discipline 291
Essentials of Discipline 291
Approaches to Discipline 296
Administering Discipline 300
Termination 305
Employee Assistance Programs 312
Employee Safety 313
Harassment 314
The Supervisor's Key Role 318
Chapter 13 Decision Making and Control 323
Decision Making 323
How to Make Good Decisions 326
Problem Solving 330
Building Decision-Making Skills 337
Controlling 338
Chapter 14 Delegating 345
What Delegation Means 345
Essentials of Delegation 346
Benefits of Delegation 348
Why People Resist Delegation 349
Why Some Employees Won't Accept Responsibility 352
How to Delegate Successfully 352
Glossary G-1
Index I-1
