Explores topics such as, but not limited to: hotel marketing, management definition, management responsibilities, effective skills needed, effective communications, responsibilities for recruitment, selection, orientation and training employees, measuring labor productivity and controlling costs, evaluating and coaching employees, rules and regulations of discipline, structure of unions, and the collective bargaining process.
Goals, Topics, and Objectives
- The Supervisor and Management Processes
- Effective Communication
- Recruiting and Selecting Employees
- Employee Orientation and Training
- Managing Productivity and Controlling Labor Costs
- Evaluating and Coaching Employees
- Special Supervision Concerns
- Building an Effective Team
- Motivation Through Leadership
- Structure of Unions and History of Organized Labor
- Collective Bargaining Simulation
- Managing Conflict
- Time Management
- Managing Change
- Professional Development and Future Trends
- Identify the three levels of management in most hospitality properties and the basic management processes.
- Identify job tasks of managers in the hospitality industry.
- Identify the common barriers to effective communication.
- Explain the steps that supervisors can take to speak effectively on the job.
- Compose a proper business memo.
- Compose an effective business email.
- Describe how supervisors work with the human resources department to recruit new employees.
- Identify the benefits of training for the employee, the guest, the property, and the supervisor.
- Identify factors that affect the learning process and adult learning needs.
- Forecast business volume using the base adjustment forecasting method and the moving average forecasting method.
- Distinguish coaching from counseling and disciplining.
- Identify the components of a progressive disciplinary program.
- List actions that supervisors can and cannot take to influence a union organizing campaign.
- Describe issues supervisors should be aware of as they assume the role of team leader.
- Identify the stages of team development.
- Explain how supervisors can increase employee participation in department activities.
- Identify steps supervisors should follow during a meeting with employees in conflict.
- Distinguish high-priority interruptions from low-priority interruptions, and summarize strategies for dealing with the latter.
- Apply techniques to develop and enhance an effective discipline program.
- Identify possible causes of disciplinary problems.
- Determine productivity standards.
- Calculate the answers to a weekly department hourly labor report.
- Calculate the answers to a Productivity Standard/Staffing Guide.
- Define sexual harassment as defined by the EEOC and, through situational analysis, determine whether a situation would be considered to be sexual harassment.
- List the steps in effective delegation.
Assessment and Requirements
• Class Participation - 30 sessions (two per week) x 10 pts: 300 points
• Class Activities, Assignments & Chapter Case Studies: 140 points
• Chapter Tests (4 x 200 pts each): 800 points
• EEOC Exam: 60 points
Total Possible Grade Points: 1300
• 90% - 100% A
• 80% - 89% B
• 70% - 79% C
• 60% - 69% D
• 0% - 59% E
Supervision in the Hospitality Industry, by Kavanaugh/Ninemeier (Current Edition)