Supervision in the Hospitality Industry
John Wiley & Sons Inc (Verlag)
978-1-394-24469-0 (ISBN)
Supervision in the Hospitality Industry: Leading Human Resources, Tenth 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.
The text’s unique approach to leading human resources — combining fundamental leadership theory and the firsthand expertise of hospitality industry professionals — enables readers to master concrete, results-driven leadership methods and overcome the everyday challenges faced in the real world. The Tenth edition covers:
The impact of the COVID pandemic, the importance of culinary ethics, DEI considerations, organizational excellence, and much more
The importance of recognizing and practicing cross-cultural diversity and interaction
A balanced and informed view of management and supervision in the hospitality industry by considering the viewpoints of supervisors and all levels of associates
Employee assistance programs
A wealth of real-world case studies, illustrative examples, and “Industry Profiles” sections offering perspectives on leadership and supervision issues from hospitality professionals
Aligned to the American Culinary Federation (ACF) accreditation requirements, Supervision in the Hospitality Industry provides resources for students in hospitality courses, and early-career leaders and managers.
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. He has published eight of the most popular titles on subjects related to hospitality management and leadership.
Preface ix
Chapter 1 The Supervisor as Manager 1
The Supervisor’s Role 2
Leading Yourself 5
Functions of Management 14
Theories of People Management 17
Managerial Skills 21
Tips for New Supervisors 25
How to Lead Yourself 26
Chapter 2 The Supervisor as Leader 31
Characteristics and Traits of Leaders 31
The Nature and Foundations of Leadership 34
Choosing a Leadership Style 35
Developing Your Own Leadership Style 43
Ethics 46
The Supervisor as Mentor 47
Chapter 3 Planning, Organizing, and Goal Setting 55
The Nature of Planning 56
Types of Plans and Planning 60
Planning for Change 68
Planning Your Own Time 73
Organizing for Success 77
Chapter 4 Communicating Effectively 83
The Importance of Good Communication 83
Why Communication Is So Important 86
Obstacles to Good Communication 88
Listening 94
Directing People at Work 100
Business Writing 107
Meetings 108
Chapter 5 Diversity, Equity, and Inclusion 113
Equal Opportunity in the Workplace 114
Equal Employment Opportunity Laws 115
EEO Laws and the Hiring Process 118
Equal Opportunity in the Workplace: What Leaders Need to Know 120
Diversity 121
Why Does Cultural Diversity Matter? 124
How to Increase Personal Awareness 125
How to Recognize and Practice Cross-Cultural Interaction 126
Leading Cultural Diversity in the Workplace 127
Establishing a Diversity and Inclusion Program 129
Managing Diversity Issues Positively 130
Chapter 6 Recruitment, Selection, and Orientation 135
The Labor Market 135
Determining Labor Needs 140
Recruiting 144
Selecting the Right Person 152
Negligent Hiring 163
Orientation 164
Chapter 7 Organizational Excellence 171
Performance Improvement 172
Performance Standards 172
What a Good Performance Standard System Can Do 173
Setting Up a Performance Standard System 176
Implementing a Performance Standard System 184
Essentials of Performance Evaluation 185
Making the Evaluation 188
Employee Self-Appraisal 195
The Appraisal Interview 195
Follow-Up 198
Legal Aspects of Performance Evaluation 199
Chapter 8 Motivation 205
Employee Expectations and Needs 205
Motivation 210
What makes you work? 211
Theories of Motivation 212
Applying Theory to Reality: Limiting Factors 218
Building a Positive Work Climate 220
Focus: The Individual 222
Motivational Methods 223
Focus: The Job—Providing an Attractive Job Environment 228
Focus: The Leader 231
Chapter 9 Supervising Teams, Team Building, and Coaching 237
What Is a Team? 237
Working Together 238
Building Teams 244
Installing Organizational Excellence (OE) 249
Empowering Employees 251
Overcoming Team Challenges 252
Coaching 253
Chapter 10 Employee Training and Development 261
Importance of Training 261
Who Will Do the Training? 267
How Employees Learn Best 268
Developing a Job-Training Program 270
Retraining 278
Overcoming Obstacles to Learning 279
Turnover and Retention 281
Chapter 11 Conflict Management, Resolution, and Prevention 287
What Is Conflict? 287
Conflict Management 290
Conflict Resolution 293
Workplace Violence 296
Conflict Prevention 297
Chapter 12 Discipline 301
Essentials of Discipline 301
Approaches to Discipline 306
Administering Discipline 310
Termination 315
Employee Assistance Programs 322
Employee Safety 323
Harassment 324
The Supervisor’s Key Role 328
Chapter 13 Decision-Making and Control 333
Decision-Making 333
How to Make Good Decisions 337
Problem Solving 341
Building Decision-Making Skills 348
Controlling 349
Chapter 14 Delegating 357
What Delegation Means 357
Essentials of Delegation 358
Benefits of Delegation 360
Why People Resist Delegation 362
Why Some Employees Won’t Accept Responsibility 364
How to Delegate Successfully 365
Glossary G-1
Index I-1
| Erscheinungsdatum | 29.08.2024 |
|---|---|
| Verlagsort | New York |
| Sprache | englisch |
| Maße | 213 x 272 mm |
| Gewicht | 771 g |
| Themenwelt | Sachbuch/Ratgeber ► Essen / Trinken |
| Wirtschaft ► Betriebswirtschaft / Management ► Personalwesen | |
| ISBN-10 | 1-394-24469-X / 139424469X |
| ISBN-13 | 978-1-394-24469-0 / 9781394244690 |
| Zustand | Neuware |
| Haben Sie eine Frage zum Produkt? |
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