Supervision in the hospitality industry

著者

書誌事項

Supervision in the hospitality industry

John R. Walker

Wiley, c2021

9th ed

  • : pbk

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注記

Previous ed. published 2017

Includes index

内容説明・目次

内容説明

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.

目次

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

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