Supervision in the hospitality industry

著者

書誌事項

Supervision in the hospitality industry

John R. Walker, Jack E. Miller

Wiley, c2017

8th ed

  • : cloth

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注記

Includes index

内容説明・目次

内容説明

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.

目次

Preface ix Chapter 1 The Supervisor as Manager 1 The Supervisor's Role 2 Obligations and Responsibilities of a Supervisor/Executive Chef 3 Functions of Management 13 Theories of People Management 16 Managerial Skills 19 Tips for New Supervisors 23 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 42 The Supervisor as Mentor 43 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 74 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 154 Orientation 155 Chapter 7 Performance Effectiveness 161 Performance Improvement 161 Performance Standards 162 What a Good Performance Standard System Can Do 163 Setting Up a Performance Standard System 165 Implementing a Performance Standard System 173 Essentials of Performance Evaluation 175 Making the Evaluation 178 The Appraisal Interview 185 Follow-Up 189 Legal Aspects of Performance Evaluation 189 Chapter 8 Motivation 195 Employee Expectations and Needs 195 Motivation 200 Theories of Motivation 202 Applying Theory to Reality: Limiting Factors 207 Building a Positive Work Climate 209 Focus: The Individual 210 Motivational Methods 212 Focus: The Job-Providing an Attractive Job Environment 217 Focus: The Leader 220 Chapter 9 Supervising Teams, Team Building, and Coaching 225 What is a Team? 225 Working Together 226 Building Teams 232 Installing Total Quality Management 236 Empowering Employees 239 Overcoming Team Challenges 240 Coaching 241 Chapter 10 Employee Training and Development 249 Importance of Training 249 Who Will Do the Training? 254 How Employees Learn Best 255 Developing a Job-Training Program 257 Retraining 267 Overcoming Obstacles to Learning 268 Turnover and Retention 269 Chapter 11 Conflict Management, Resolution, and Prevention 275 What is Conflict? 275 Conflict Management 278 Conflict Resolution 281 Workplace Violence 284 Conflict Prevention 285 Chapter 12 Discipline 289 Essentials of Discipline 289 Approaches to Discipline 294 Administering Discipline 298 Termination 303 Employee Assistance Programs 310 Employee Safety 311 Harassment 312 The Supervisor's Key Role 316 Chapter 13 Decision Making and Control 321 Decision Making 321 How to Make Good Decisions 324 Problem Solving 331 Building Decision-Making Skills 338 Controlling 339 Chapter 14 Delegating 347 What Delegation Means 347 Essentials of Delegation 348 Benefits of Delegation 350 Why People Resist Delegation 351 Why Some Employees Won't Accept Responsibility 354 How to Delegate Successfully 354 Glossary 365 Index 375

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