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More About This Title Supervision in the Hospitality Industry, Eighth Edition
English
Supervision in the Hospitality Industry, 8th Edition focuses on the different roles of employees from beginning leaders, newly promoted supervisor, or anyone planning a career in the hospitality field. A market leader, this text is widely used by thousands of students training for a career in the hospitality industry and current hospitality supervisors alike. Supervision is unique in that it does not solely rely on the supervisor’s point of view; instead, it considers the viewpoints of all levels of associates to create an informed picture of management and supervision in the hospitality industry.
English
John R. Walker, DBA, CHA, FMP, is a Fulbright Senior Specialist and the McKibbon Professor of Hotel and Restaurant Management at the School of Hotel and Restaurant Management at the University of South Florida, Sarasota-Manatee.
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Preface
Chapter 1: The Supervisor as Manager
The Supervisor's Role
Obligations and Responsibilities of a Supervisor
Functions of Management
Theories of People Management
Managerial Skills
Tips for New Supervisors
Chapter 2: The Supervisor as Leader
Characteristics of Leaders
The Nature of Leadership
Choosing a Leadership Style
Developing Your Own Style
Ethics
The Supervisor as Mentor
Chapter 3: Planning, Organizing, and Goal Setting
The Nature of Planning
Types of Plans and Planning
Planning for Change
Planning Your Own Time
Organizing for Success
Chapter 4: Communicating Effectively
The Importance of Good Communication
Why Communication is So Important
Obstacles to Good Communication
Listening
Directing People at Work
Business Writing
Meetings
Chapter 5: Equal Opportunity Laws and Diversity
Equal Opportunity in the Workplace
Equal Employment Opportunity Laws
EEO Laws and the Hiring Process
Equal Opportunity in the Workplace: What Leaders Need to Know
Why Does Cultural Diversity Matter?
How to Increase Personal Awareness
How to Recognize and Practice Cross-Cultural Interaction
Establishing a Diversity and Inclusion Program
Managing Diversity Issues Positively
Chapter 6: Recruitment, Selection, and Orientation
The Labor Market
Determining Labor Needs
Recruiting
Selecting the Right Person
Negligent Hiring
Orientation
Chapter 7: Performance Effectiveness
Performance Improvement
Performance Standards
What a Good Performance Standard System Can Do
Setting Up a Performance Standard System
Implementing a Performance Standard System
Essentials of Performance Evaluation
Making the Evaluation
The Appraisal Interview
Follow-Up
Legal Aspects of Performance Evaluation
Chapter 8: Motivation
Employee Expectations and Needs
Motivation
Theories of Motivation
Applying Theory to Reality: Limiting Factors
Building a Positive Work Climate
Focus: The Individual
Motivational Methods
Focus: The Job--Providing an Attractive Job Environment
Focus: The Leader
Chapter 9: Supervising Teams, Teambuilding, and Coaching
What is a Team?
Working Together
Building Teams
Installing Total Quality Management
Empowering Employees
Overcoming Team Challenges
Coaching
Chapter 10: Employee Training and Development
Importance of Training
Who Will Do the Training?
How Employees Learn Best
Developing a Job-Training Program
Retraining
Overcoming Obstacles to Learning
Turnover and Retention
Chapter 11: Conflict Management, Resolution, and Prevention
What is Conflict?
Conflict Management
Conflict Resolution
Workplace Violence
Conflict Prevention
Chapter 12: Discipline
Essentials of Discipline
Approaches to Discipline
Administering Discipline
Termination
Employee Assistance Programs
Employee Safety
Harassment
The Supervisor's Key Role
Chapter 13: Decision Making and Control
Decision Making
How to Make Good Decisions
Problem Solving
Building Decision-Making Skills
Controlling
Chapter 14: Delegating
What Delegation Means
Essentials of Delegation
Benefits of Delegation
Why People Resist Delegation
How to Delegate Successfully
Glossary
Index
