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 ixChapter 1 The Supervisor as Manager 1The Supervisor’s Role 2Leading Yourself 3Functions of Management 13Theories of People Management 16Managerial Skills 19Tips for New Supervisors 23How to Lead Yourself 24Chapter 2 The Supervisor as Leader 29Characteristics of Leaders 29The Nature and Foundations of Leadership 31Choosing a Leadership Style 33Developing Your Own Style 40Ethics 43The Supervisor as Mentor 44Chapter 3 Planning, Organizing, and Goal Setting 51The Nature of Planning 52Types of Plans and Planning 56Planning for Change 63Planning Your Own Time 69Organizing for Success 73Chapter 4 Communicating Effectively 79The Importance of Good Communication 79Why Communication is So Important 82Obstacles to Good Communication 83Listening 90Directing People at Work 95Business Writing 102Meetings 103Chapter 5 Equal Opportunity Laws and Diversity 107Equal Opportunity in the Workplace 108Equal Employment Opportunity Laws 109EEO Laws and the Hiring Process 112Equal Opportunity in the Workplace: What Leaders Need to Know 114Diversity 114Why Does Cultural Diversity Matter? 117How to Increase Personal Awareness 118How to Recognize and Practice Cross-Cultural Interaction 118Leading Cultural Diversity in the Workplace 120Establishing a Diversity and Inclusion Program 122Managing Diversity Issues Positively 122Chapter 6 Recruitment, Selection, and Orientation 127The Labor Market 127Determining Labor Needs 132Recruiting 137Selecting the Right Person 144Negligent Hiring 155Orientation 155Chapter 7 Performance Effectiveness 163Performance Improvement 163Performance Standards 164What a Good Performance Standard System Can Do 165Setting Up a Performance Standard System 167Implementing a Performance Standard System 175Essentials of Performance Evaluation 177Making the Evaluation 180The Appraisal Interview 187Follow-Up 190Legal Aspects of Performance Evaluation 191Chapter 8 Motivation 197Employee Expectations and Needs 197Motivation 202Theories of Motivation 204Applying Theory to Reality: Limiting Factors 209Building a Positive Work Climate 212Focus: The Individual 213Motivational Methods 215Focus: The Job—Providing an Attractive Job Environment 220Focus: The Leader 222Chapter 9 Supervising Teams, Team Building, and Coaching 227What is a Team? 227Working Together 228Building Teams 234Installing Performance Effectiveness (PE) 238Empowering Employees 241Overcoming Team Challenges 242Coaching 243Chapter 10 Employee Training and Development 251Importance of Training 251Who Will Do the Training? 256How Employees Learn Best 257Developing a Job-Training Program 259Retraining 268Overcoming Obstacles to Learning 269Turnover and Retention 271Chapter 11 Conflict Management, Resolution, and Prevention 277What is Conflict? 277Conflict Management 280Conflict Resolution 283Workplace Violence 286Conflict Prevention 287Chapter 12 Discipline 291Essentials of Discipline 291Approaches to Discipline 296Administering Discipline 300Termination 305Employee Assistance Programs 312Employee Safety 313Harassment 314The Supervisor’s Key Role 318Chapter 13 Decision Making and Control 323Decision Making 323How to Make Good Decisions 326Problem Solving 330Building Decision-Making Skills 337Controlling 338Chapter 14 Delegating 345What Delegation Means 345Essentials of Delegation 346Benefits of Delegation 348Why People Resist Delegation 349Why Some Employees Won’t Accept Responsibility 352How to Delegate Successfully 352Glossary G-1Index I-1