Supervision in the Hospitality Industry

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.

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 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