Dr Lynn Van der Wagen is Head Teacher of Tourism and Events at TAFE NSW. Lynn is the author of many highly acclaimed books on hospitality, tourism and event management. Her doctorate reviewed the national curriculum for customer service training in the services sector and its suitability for developing a service ethos in tourism and hospitality enterprises. Her early career involved working for a five-star hotel as Director of Human Resources.

• Introduction.1. The Current Envirnoment.2. The Role of the Supervisor.3. Motivation.4. Leadership.5. Staffing.6. Training and Assessment.7. Planning and Organising Workflow.8. Delegation and Control.9. Decision-making and Problem-solving.10. Staff Administration.11. Staff Scheduling.12. Policies and Procedures.13. Written Communication.14. Quality Management.15. Occupational Health & Safety.16. Security.Integrated Casestudy.Bibliography.Index.

Dr Lynn Van der Wagen is Head Teacher of Tourism and Events at TAFE NSW. Lynn is the author of many highly acclaimed books on hospitality, tourism and event management. Her doctorate reviewed the national curriculum for customer service training in the services sector and its suitability for developing a service ethos in tourism and hospitality enterprises. Her early career involved working for a five-star hotel as Director of Human Resources.

• Introduction.1. The Current Envirnoment.2. The Role of the Supervisor.3. Motivation.4. Leadership.5. Staffing.6. Training and Assessment.7. Planning and Organising Workflow.8. Delegation and Control.9. Decision-making and Problem-solving.10. Staff Administration.11. Staff Scheduling.12. Policies and Procedures.13. Written Communication.14. Quality Management.15. Occupational Health & Safety.16. Security.Integrated Casestudy.Bibliography.Index.

Dr Lynn Van der Wagen is Head Teacher of Tourism and Events at TAFE NSW. Lynn is the author of many highly acclaimed books on hospitality, tourism and event management. Her doctorate reviewed the national curriculum for customer service training in the services sector and its suitability for developing a service ethos in tourism and hospitality enterprises. Her early career involved working for a five-star hotel as Director of Human Resources.

• Introduction.1. The Current Envirnoment.2. The Role of the Supervisor.3. Motivation.4. Leadership.5. Staffing.6. Training and Assessment.7. Planning and Organising Workflow.8. Delegation and Control.9. Decision-making and Problem-solving.10. Staff Administration.11. Staff Scheduling.12. Policies and Procedures.13. Written Communication.14. Quality Management.15. Occupational Health & Safety.16. Security.Integrated Casestudy.Bibliography.Index.