| Course
Description: This
course is designed to provide students with the principles of supervision as they
apply specifically to the hospitality industry.
Evaluation: The student must complete fourteen basic,
self-scoring review quizzes, four progress test and a comprehensive final
examination.
Learning Resource: Hospitality
Supervision, Second Edition, by Raphael R. Kavanaugh, Ed.D., CHA, and
Jack D. Ninemeier, Ph.D., CHA.
Learning
Objectives: At
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 responsibilities.
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 skillsl.
5. Apply techniques to develop and improve skills in orienting and training.
6. Understand the importance of managing productivity and controlling labour
costs. Topics addressed include productivity standards, planning staffing requirements,
forecasting, and developing employee schedules.
7. Apply techniques to develop and enhance evaluating and coaching skills.
8. Apply techniques to develop and enhance an effective discipline program.
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.
10. Apply techniques in team-building. This involves an understanding of working with
informal and formal work groups, stages of team development, the supervisor as team
leader, and managing effective meetings.
11. Understand strategies designed to increase employee motivation. Topics addressed
include getting to know employees, identifying motivational problems, leadership styles
and factors addressing them, and increasing employee participation.
12. Apply techniques to manage conflict, including that between employees, between
supervisor and employee, and between supervisor and boss.
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 model for 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.
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