Supervision in the Hospitality Industry

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.

Sommario

Preface ix
 
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 Managem

Info autore

John R. Walker, DBA, CHA, FMP, is McKibbon Professor Emeritus of Hospitality Management and Fulbright Senior Specialist at the School of Hospitality and Tourism Leadership, Muma College of Business, University of South Florida.

Riassunto

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.

Dettagli sul prodotto

• Autori: Jack E. Miller, John R Walker, John R. Walker, John R. (United States International Unive Walker, Jr Walker
• Editore: Wiley, John and Sons Ltd
• Lingue: Inglese
• Formato: Tascabile
• Pubblicazione: 28.02.2021
• EAN: 9781119749202
• ISBN: 978-1-119-74920-2
• Pagine: 400
• Categorie: Guide e manuali > Salute > Alimentazione; Scienze sociali, diritto, economia > Economia > Singoli rami economici, branche; Kontrolle, Hospitality, Hotelgewerbe, Gastronomie u. Touristik, Gastronomiebetrieb u. -management, Restaurant & Food Service Management