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Supervision in the Hospitality Industry

Supervision in the Hospitality Industry - 5th edition

ISBN13: 978-0471657484

Cover of Supervision in the Hospitality Industry 5TH 07 (ISBN 978-0471657484)
ISBN13: 978-0471657484
ISBN10: 0471657484
Cover type: Hardback
Edition/Copyright: 5TH 07
Publisher: John Wiley & Sons, Inc.
Published: 2007
International: No

List price: $100.00

Supervision in the Hospitality Industry - 5TH 07 edition

ISBN13: 978-0471657484

Jack E. Miller, John R. Walker and Karen Eich Drummond

ISBN13: 978-0471657484
ISBN10: 0471657484
Cover type: Hardback
Edition/Copyright: 5TH 07
Publisher: John Wiley & Sons, Inc.

Published: 2007
International: No
Summary

\With updated coverage of technology and managing diversity in the workplace, Supervision in the Hospitality Industry, Fifth Edition provides hospitality professionals and students alike with the tools that they need to be effective managers in their organizations.

Table of Contents

Preface.

PART 1. SUPERVISION AND HR MANAGEMENT AND LEADERSHIP.

Chapter 1. The Supervisor as Manager.

The Supervisor's Role.
Obligations and Responsibilities of a Supervisor.
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.
Humanistic Management.
Managerial Skills.
Technical Skills.
Human Skills.
Conceptual Skills.
Personal Skills and Qualities.
Tips for New Supervisors.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter 2. The Supervisor as Leader.

You and Your People.
The Jobs and the Workers.
Characteristics of Leaders..
The Nature of Leadership.
Leadership Styles..
The Old-Style Boss.
Theory X and Theory Y.
Situational Leadership.
Transactional Leadership.
Practices of Leaders.
Empowerment.
Developing Your Own Style.
Ethics.
The Supervisor as Mentor.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

PART 2. THE WORKPLACE.

Chapter 3. Equal Opportunity in the Workplace.

Equal Opportunity, Diversity, and Inclusion in the Workplace.
Equal Employment Opportunity Laws.
EEO and the Hiring Process.
Negligent Hiring.
Equal Opportunity in the Workplace: What Every Supervisor Needs 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.
Managing Diversity and Inclusion in the Workplace.
Establishing and Inclusion Plan.
Managing Diversity Issues Positively.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter 4. Creating a Positive Work Climate.

Employee Expectations and Needs.
Your Experience and Technical Skills.
The Way You Behave as a Boss.
Communication between Boss and Workers.
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 theory.
Expectancy Theory.
Applying Theory to Reality: Limiting Factors.
Building a Positive Work Climate.
Focus: The Individual.
Getting to Know Your People.
Dealing with Security Needs.
Dealing with Social Needs.
Rewarding Your Employees.
Developing Your Employees.
Focus: The Job.
Providing an Attractive Job Environment.
Providing a Safe and Secure Work Environment.
Implementing the Hazard Communication Standard.
Guest Safety.
Security Concerns.
Putting the Right Person in the Right Job.
Making the Job Interesting and Challenging.
Focus: The Supervisor.
Setting a Good Example.
Establishing a Climate of Honesty.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter 5. Developing Job Expectations.

Job Analysis.
The Uses of Job Analysis.
Job Description.
Performance Standards.
Other Parts of the Job Description.
Uses of the Job Description.
What a Good Performance Standard System Can Do.
On the Job.
In Recruiting and Hiring.
In Training.
In Evaluating Performance.
In Your Job and Your Career.
Setting Up a Performance Standard System.
Defining the Purpose.
Analyzing the Job.
Writing the Performance Standards.
Developing Standard Procedures.
Training Workers 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.
Some Alternatives.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites.

Chapter 6 Recruiting and Selecting Applicants.

The Labor Market.
Jobs to Be Filled.
Days and Hours of Work.
Sources of Workers.
Characteristics of Your Labor Area.
Determining Labor Needs.
Defining Job Qualifications.
Forecasting Personnel Needs
Training versus Buying Skills.
Recruiting.
General Recruiting Principles.
Internal Recruiting.
External Recruiting.
Employment Agencies.
Direct Recruiting.
Additional External Recruiting Sources.
Evaluating Your Recruiting.
Selecting the Right Person.
Application Form.
Interview.
Testing.
Reference Check.
Making the Choice.
Making the Offer.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

PART 3. EMPLOYEE DEVELOPMENT.

Chapter7. Teamwork and Teambuilding.

What is a Team?.
Working Together.
Cohesive Teams.
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.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter 8. 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.
Orientation.
Creating a Positive Response.
Communicating the Necessary Information.
Overcoming Obstacles to Learning.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter 9. Evaluating Performance.

Coaching.
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.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter 10. 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.
Special Disciplinary Concerns .
Sexual Harassment.
Other Forms of Harassment.
Substance Abuse.
Employee Assistance Programs.
How to make EAP's Work.
The Supervisor's Key Role.
Safety and Security Management .
A Safe Workplace.
Implementing the Hazard Communication Standard.
Guest Safety.
Security Concerns.
AIDS and the Hospitality Worker.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

PART 4. SUPERVISING HUMAN RESOURCES.

Chapter 11. Planning and Organizing.

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.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter12. Communicating Effectively.

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.
Directing People at Work.
Sending Clear Messages.
Getting Your Messages Accepted.
Making a Positive Impact.
Giving Instructions.
Computer and telephone Aided Communications.
Business Writing.
Meetings.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter13. Delegating.

What Delegation Means.
Essentials of Delegation.
Benefits of Delegation.
Why People Resist Delegation.
Why Managers Have Trouble Delegating.
Why Some Workers Won't Accept Responsibility.
How to Delegate Successfully.
Conditions for Success.
Steps in Delegation.
Common Mistakes in Delegation.
Adapting Delegation to Your Situation.
Key Points.
Key Terms.
Review Questions.
Activities and Applications.
Web Activity.
Related Websites

Chapter 14. Decision Making, Problem Solving and Controlling.

Decision Making.
Elements in a Managerial Decision.
Approaches to 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.
Building Decision-Making Skills.
Controlling.

Glossary.
Index.