Supervision in the Hospitality Industry

Syllabus

Chapter 1: The Supervisor and the Management Process

1. Definition of Management
a. Levels of Management
b. Basic Management Principles
2. The Components of Management
a. Planning
b. Organizing
c. Coordinating
d. Staffing
e. Directing
f. Controlling
g. Evaluating
3. Skills for Effective Supervision
a. Technical Skills
b. Human Relations Skills
c. Conceptual Skills
d. Why Supervisors Fail
4. Supervisory Responsibilities
a. Your Boss
b. Employees
c. Guests
d. The Profession
e. Yourself
5. Keys to Supervisory Success

Chapter 2: Effective Communication for Supervisors

1. Overview of Communication
a. Types of Business Communication
b. How Communication Works
2. Communication Challenges
a. Communication Myths
b. Communication Barriers
c. Personal Biases and Communication
3. Speaking Skills
a. Think About the Details
b. Speaking on the Job
c. Formal Presentations
4. Listening Skills
a. Obstacles to Listening
b. A Listening Model
c. Active Listening Skills
5. Nonverbal Communication: Body Language
a. Facial Expressions
b. Posture and Body Movement
c. Gestures
d. Body Language on the Job
6. Writing Skills
a. Clear Writing Is Important
b. Business Writing Techniques
c. Plain English and Short Sentence
d. Memos
e. E-Mail
7. Important Workplace Communication Issues
a. Relationships Between Employees
b. Relationships Between Departments
c. Negotiations

Chapter 3: Recruitment and Selection Procedures

1. The Supervisor and Human Resources
2. Learning from Employee Turnover
3. Making Jobs Easier to Fill
a. Flex-Time
b. Compressed Schedules
c. Job Sharing
4. Internal Recruiting
a. Develop a Career Ladder
b. Inventory Employees’ Skills
c. Cross Train Employees
d. Post Job Openings
5. External Recruiting
a. Friends/Relatives of Employees
b. Work-Study Programs
c. Networking
6. Technology and Recruiting
a. Potential Concerns
7. Interviewing Applicants
a. Beginning the Interview
b. Conducting the Interview
c. Questioning Techniques
d. Closing the Interview
e. Following Up
8. The Selection Decision
9. The Supervisor and Human Resources Planning
a. Short-Range Approach
b. Long-Range Approach
c. Supervisor’s Role

Chapter 4: Training and Orientation

1. All About Learning
a. Learning Styles
b. Factors Affecting the Learning Process
c. Adult Learning Needs
2. All About Training
a. Group Training
b. One-on-One Training
c. On-the-Job Training
d. Off-the-Job Training
3. Before Training Begins
a. Qualities of Effective Trainers
b. Understanding the Job
c. Training from Experience
d. Training to Standards
4. Four-Step Training Method
a. Step One: Prepare to Train
b. Step Two: Conduct the Training
c. Step Three: Coach Trial Performances
d. Step Four: Follow Through
5. After the Training
a. Training Evaluation
b. Costs/Benefits of Training
6. Orientation
a. The Importance of Orientation
b. Types of Orientation
c. General Property Orientation
d. Specific Job Orientation
e. Orientation Activities
f. Orientation Evaluation

Chapter 5: Managing Productivity and Controlling Labor Costs

1. Productivity Standards
a. Determining Productivity Standards
b. Balancing Quality and Quantity
2. Planning Staffing Requirements
a. Fixed and Variable Labor
b. Developing a Staffing Guide
3. Forecasting Business Volume
a. The Nature of Forecasting
b. Base Adjustment Forecasts
c. Moving Average Forecasts
4. The Staffing Guide as a Scheduling Tool
5. The Staffing Guide as a Control Tool
a. Variance Analysis
b. Budgetary Control
6. Labor Scheduling Software
7. Monitoring and Evaluating Productivity

Chapter 6: Evaluating and Coaching

1. Benefits of Performance Evaluations
2. Obstacles to Effective Performance Evaluation
3. Common Performance Evaluation Errors
4. Approaches to Performance Evaluations
a. Comparative Methods
b. Absolute Standards Methods
c. Management by Objectives Method
5. Steps in the Performance Evaluation
6. Process
a. Before the Session
b. During the Session
c. After the Session
7. Coaching Overview
a. Principles of Coaching
b. Coaching Actions
c. Set Performance Goals When Coaching
8. Informal Coaching
a. Use Positive Reinforcement
b. Re-State Expectations
9. Formal Coaching
a. Preparing
b. Conducting
c. Following Up

Chapter 7: Discipline

1. Myths about Discipline
2. The Purpose of Disciplinary Action
a. Policies, Rules, and Procedures
b. Minor Corrections to Behavior
c. Positive Reinforcement
3. Progressive Discipline
a. Discharge
b. Wrongful Discharge
4. Procedures for Disciplinary Action
a. Gather Facts
b. Explore Probable Causes
5. Managing the Disciplinary Process
a. Define the Performance Gap
b. Identify the Cause of the Problem
c. Agree on a Solution
d. Explain the Disciplinary Action
e. Set a Follow-Up Date
f. End on a Positive Note
Chapter 8: Special Supervisory Concerns
1. Equal Employment Opportunity Laws
2. Equal Pay Act of 1963
a. Title VII of the Civil Rights Act of 1964
b. Age Discrimination in Employment Act of 1967
c. Pregnancy Discrimination Act of 1978
d. Americans with Disabilities Act of 1990
3. Other Important Employment Laws
a. Immigration Reform and Control Act of 1986
b. Family and Medical Leave Act of 1993
c. Fair Labor Standards Act of 1938
4. Sexual Harassment
5. Safety and Security Concerns
6. Supervising a Multicultural Work Force
7. Ethics
8. Substance Abuse
9. Unions
a. Why Join a Union?
b. Structure of Unions
c. Impact of Unions on Management
d. Collective Bargaining
e. Union Organizing Campaigns
f. Working with the Union
Chapter 9: Team Building
1. What Is a Work Team?
2. Types of Work Teams
a. Simple Work Team
b. Relay Work Team
c. Integrated Work Team
d. Problem-Solving Work Team
3. Building an Effective Team
a. Mission
b. Commitment
c. Temperament
d. Accountability
e. Skills
4. Stages of Team Development
a. Forming
b. Storming
c. Norming
d. Performing
e. Adjourning
5. The Supervisor as Team Leader
a. Supervisors as Role Models
b. Interpersonal Skills
c. Keep Hope Alive
6. Special Work Team Concerns
a. Social Loafing
b. Teams that Never Perform
7. The Future of Work Teams

Chapter 10: Motivation Through Leadership

1. Power and Empowerment
a. Enhancing Position Power
b. Enhancing Personal Power
c. Enhancing Power through Alliances
2. Get to Know Your Employees
3. Identifying Motivation Problems
4. Leadership Styles and Motivation
a. Autocratic Leadership
b. Bureaucratic Leadership
c. Democratic Leadership
d. Laissez-Faire Leadership
e. Factors Affecting Leadership Styles
5. Increasing Employee Participation
a. Employee Suggestion Programs
b. Employee Task Groups
c. Informal Participatory Techniques
Chapter 11: Managing Conflict
1. Benefits of Conflict
2. Sources of Conflict
a. Limited Resources
b. Different Goals
c. Role Ambiguity
d. Work Relationships
e. Individual Differences
f. Organizational Problems
g. Communication Problems
3. Types of Conflict
4. Outcomes of Conflict
5. Conflict Management Strategies
a. Avoidance
b. Accommodation
c. Competition
d. Mutual Problem–Solving
e. Compromise
f. Turning Styles into Strategies
6. Tips for Negotiating Conflicts
a. Mediating Conflict Between Employees
b. Resolving Supervisor/Employee Conflict
c. Accepting Criticism from Your Boss

Chapter 12: Time Management

1. Myths Concerning Time Management
2. Time Analysis
a. Procedures
b. Time Robbers
3. Time Management Tools
a. Daily To-Do Lists
b. Weekly Planning Guides
c. Calendars
d. Software Applications
4. Delegation
a. Barriers to Delegation
b. Steps in Effective Delegation
Chapter 13: Managing Change
1. The Forces of Stability and Change
a. External Forces of Change
b. Internal Forces of Change
2. A Model for Change
a. Unfreeze the Existing Situation
b. Work Toward Desired Change
c. Refreeze the Situation
3. Overcoming Resistance to Change
a. Why Employees Resist Change
b. The Employees’ View
4. The Supervisor as Change Agent
a. Step 1—Explain the Details
b. Step 2—Ask for Opinions/Listen for Feelings
c. Step 3—Solicit Ideas
d. Step 4—Request Commitment and Support
e. Step 5—Follow Up
5. Evaluating Change

Chapter 14: Professional Development

1. Owning Your Development
a. Managers Stumble in Development
b. Reach Out to Others
2. Planning for Your Development
a. Gathering Feedback
b. Write Goals and Set Priorities
3. Create the Plan
a. Setting Objectives
b. Motivation
c. Learning Activities
d. Timetables and Measurements
e. Resources
f. Barrier Identification
4. Execute the Plan
a. Daily Investments
b. Opportunities Before You
c. Gathering Feedback
d. Eliminating Defensiveness
e. Overcoming Barriers
f. Monitoring
5. Next Steps