|Supervision in the Hospitality Industry
Course Description: This course will help aspiring hospitality supervisors hit the
ground running with the skills they will learn in this book. They will be prepared to
juggle with expectations of management, guests, employees, and governmental agencies. New
case studies help students practice solving problems they may face on the job. This
textbook also provides resources to help students create a professional development plan
for their hospitality career.
Evaluation: The student must complete fourteen basic,
self-scoring review quizzes, four progress test and a comprehensive final
Learning Resource: Supervision in
the Hospitality Industry, Fourth Edition, by
Raphael R. Kavanaugh, Ed.D., CHA
Jack D. Ninemeier, Ph.D., CHA.
the completion of this course, students should be to:
1. Describe the role of the supervisor in hospitality operation
2. Describe the role of the supervisor and the management process. The
role comprises basic management processes; planning, organizing,
directing, and controlling; and effective supervisory skills and
3. Understand the importance of effective communication. This involves a
study of the communication process and barriers to effective
communication. It also comprises effective listening, speaking,
and writing skills.
4. Apply techniques to develop and improve recruitment and selection skills.
Techniques addressed include identifying sources of labour, using
internal and external recruiting methods, enhancing interviewing
and working with human resources personnel.
5. Apply techniques to develop and improve skills in orienting and training.
Topic include general property orientation and specific job
principles of adult learning, the four-step training method, and
other types of training.
6. Understand the importance of managing productivity and controlling
labour costs. Topics addressed include productivity
staffing requirements, forecasting, and developing employee
7. Apply techniques to develop and enhance evaluating and coaching skills.
Topics addressed include approaches to effective performance
and informal and formal coaching methods.
8. Apply techniques to develop and enhance an effective discipline program.
Topics addressed include four commonly believed myths of
discipline,causes of disciplinary
problems, administering discipline, and progressive
9. Understand special supervisory concerns, including the labour shortage,
Equal Employment Opportunity laws, sexual harassment, the
supervisor's legal role,
safety and security, supervising a multi-cultural
work force, substance abuse, and working with employee
10. Apply techniques in team-building. This involves an understanding of
working with informal and formal work groups, stages of
development, the supervisor as team leader, and managing
11. Understand strategies designed to increase employee motivation. Topics
addressed include getting to know employees, identifying
problems, leadership styles and factors addressing them,
12. Apply techniques to manage conflict, including that between employees, between
supervisor and employee, and between supervisor and boss.
Topics include inner conflict,
sources and types of conflict, and tips for negotiating
13. Apply techniques to manage time effectively, including analyzing time,
delegating, and using management tools such as to-do lists
and weekly planning guides.
14. Understand the supervisory skills necessary to manage change. Topics
addressed include the forces of stability and change, a
change, overcoming resistance to change, and the supervisor
as change agent.
15. Describe professional development and future trends. Topics addressed
include supervisory certification and management
development programs, career ladder programs, career management decisions, networking, and
hospitality industry trends.
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