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Supervision in the Hospitality Industry: Applied Human Resources, 5th Edition

by: Jack E. Miller ((deceased) ); John R. Walker (University of South Florida ); Karen E. Drummond (Yardley, Pennsylvania)

Supervision in the Hospitality Industry: Applied Human Resources, 5th Edition

by: Jack E. Miller ((deceased) ); John R. Walker (University of South Florida ); Karen E. Drummond (Yardley, Pennsylvania)

ISBN 13:
9780471657484
ISBN 10:
0471657484
Edition: 5th
Format: Hardcover
Copyright: 03/01/2006
Publisher: Wiley
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Summary

This Fifth Edition provides comprehensive coverage of the principles, theories, human relations techniques, and decision-making skills that are required to manage a workforce to profitable results. It helps managers satisfy obligations to owners, customers, and employees while maintaining a positive work climate, developing job expectations, disciplining marginal employees, and addressing workplace diversity.

Preface

xvii

Part 1 Supervision and HR Management and Leadership

(66)

The Supervisor as Manager

(36)

The Supervisor's Role

(2)

Obligations and Responsibilities of a Supervisor

(10)

The Supervisor in the Middle

(4)

Obligation To Owners

(1)

Obligations To Guests

(1)

Obligations To Employees

(1)

So Who's Number One?

(1)

Functions of Management

(3)

The Reality

(1)

Theories of People Management

(7)

Scientific Management

(3)

Human Relations Theory

(1)

Participative Management

(2)

Humanistic Management

(1)

Managerial Skills

(5)

Technical Skills

(1)

Human Skills

(1)

Conceptual Skills

(1)

Personal Skills and Qualities

(2)

Tips for New Supervisors

(1)

Key Points

(1)

Key Terms

(1)

Review Questions

(1)

Activities and Applications

(2)

Web Activity

(1)

Related Web Sites

(1)

The Supervisor as Leader

(28)

You and Your People

(2)

The Jobs and The Workers

(1)

Characteristics of Leaders

(2)

The Nature of Leadership

(2)

Leadership Styles

(9)

The Old-Style Boss

(1)

Theory X and Theory Y

(2)

Situational Leadership

(1)

Transactional Leadership

(2)

Transformational Leadership

(1)

Practices of Leaders

(1)

Empowerment

(1)

Developing Your Own Style

(1)

Ethics

(1)

The Supervisor as Mentor

(1)

Key Points

(1)

Key Terms

(1)

Review Questions

(1)

Activities and Applications

(5)

Web Activity

(1)

Related Web Sites

(2)

Part 2 The Workplace

(154)

Equal Opportunity in the Workplace

(28)

Equal Opportunity, Diversity, and Inclusion in the Workplace

(1)

Equal Employment Opportunity Laws

(4)

EEO Laws and the Hiring Process

(2)

Negligent Hiring

(1)

Equal Opportunity in the Workplace: What Supervisors Need to Know

(1)

Q & A: Race, Ethnicity, Color---What Practices Are Discriminatory?

(1)

Interviewing

(1)

Diversity

(3)

Why Does Cultural Diversity Matter?

(1)

Developing Cross-Cultural Interaction

(1)

How to Increase Personal Awareness

(1)

Learning About Other Cultures

(1)

How to Recognize and Practice Cross-Cultural Interaction

(2)

The Value of Cultural Diversity

(1)

Managing Cultural Diversity in the Workplace

(2)

Establishing a Diversity and Inclusion Program

(1)

Managing Diversity Issues Positively

(1)

General Guidelines

(1)

Gender Issues

(1)

Cultural Issues

(1)

Religious Issues

(1)

Age Issues

(1)

Differently Abled Issues

(1)

Key Points

(1)

Key Terms

(1)

Review Questions

(1)

Activities and Applications

(2)

Web Activity

(1)

Related Web Sites

(2)

Creating a Positive Work Climate

(48)

Employee Expectations and Needs

(5)

Your Experience and Technical Skills

(1)

The Way You Behave As A Boss

(1)

Communication Between Boss and Workers

100

(2)

Unwritten Rules and Customs

102

(1)

Person-To-Person Relationships

103

(1)

Motivation

103

(2)

Theories of Motivation

105

(7)

Motivation Through Fear

105

(1)

Carrot-And-Stick Method

106

(1)

Economic Person Theory

106

(1)

Human Relations Theory

107

(1)

Maslow's Hierarchy of Needs

107

(2)

Theory Y and Motivation

109

(1)

Herzberg's Motivation-Hygiene Theory

109

(2)

Behavior Modification

111

(1)

Reinforcement Theory

111

(1)

Expectancy Theory

112

(1)

Applying Theory to Reality: Limiting Factors

112

(2)

Building a Positive Work Climate

114

(1)

Focus: The Individual

115

(8)

Getting To Know Your People

115

(2)

Dealing With Security Needs

117

(1)

Dealing With Social Needs

118

(2)

Rewarding Your Employees

120

(1)

Developing Your Employees

121

(2)

Focus: The Job

123

(12)

Providing An Attractive Job Environment

123

(1)

Providing A Safe and Secure Work Environment

123

(4)

Implementing The Hazard Communication Standard

127

(3)

Guest Safety

130

(1)

Security Concerns

131

(1)

Putting The Right Person in The Right Job

132

(1)

Making The Job Interesting and Challenging

132

(3)

Focus: The Supervisor

135

(2)

Setting A Good Example

136

(1)

Establishing A Climate of Honesty

136

(1)

Key Points

137

(1)

Key Terms

138

(1)

Review Questions

139

(1)

Activities and Applications

139

(3)

Web Activity

142

(1)

Related Web Sites

142

(3)

Developing Performance Standards

145

(34)

Job Analysis

147

(1)

The Uses of Job Analysis

148

(1)

Job Description

148

(7)

Performance Standards

150

(1)

Other Parts of the Job Description

151

(3)

Uses of the Job Description

154

(1)

What a Good Performance Standard System Can Do

155

(5)

On The Job

155

(2)

In Recruiting and Hiring

157

(1)

In Training

157

(1)

In Evaluating Performance

157

(1)

In Your Job and Your Career

158

(2)

Setting Up a Performance Standard System

160

(10)

Defining The Purpose

161

(1)

Analyzing The Job

161

(3)

Writing The Performance Standards

164

(4)

Developing Standard Procedures

168

(1)

Training Workers To Meet The Performance Standards

169

(1)

Evaluating On-The-Job Performance

170

(1)

Implementing a Performance Standard System

170

(3)

How To Make A Performance Standard System Pay Off

170

(1)

How A Performance Standard System Can Fail

171

(1)

Some Alternatives

172

(1)

Key Points

173

(1)

Key Terms

174

(1)

Review Questions

174

(1)

Activities and Applications

175

(1)

Web Activity

176

(1)

Related Web Site

177

(2)

Recruiting and Selecting Applicants

179

(42)

The Labor Market

180

(6)

Jobs To Be Filled

180

(1)

Days and Hours of Work

181

(1)

Sources of Workers

182

(3)

Characteristics of Your Labor Area

185

(1)

Determining Labor Needs

186

(6)

Defining Job Qualifications

187

(1)

Forecasting Personnel Needs

188

(4)

Training Versus Buying Skills

192

(1)

Recruiting

192

(10)

General Recruiting Principles

192

(4)

Internal Recruiting

196

(1)

External Recruiting

197

(5)

Evaluating Your Recruiting

202

(1)

Selecting the Right Person

202

(13)

Application Form

203

(4)

The Interview

207

(3)

Testing

210

(2)

Reference Check

212

(1)

Making The Choice

213

(1)

Making The Offer

214

(1)

Key Points

215

(1)

Key Terms

216

(1)

Review Questions

216

(1)

Activities and Applications

217

(2)

Web Activity

219

(1)

Related Web Sites

219

(2)

Part 3 Employee Development

221

(150)

Teamwork and Teambuilding

223

(24)

What Is a Team?

224

(1)

Working Together

225

(3)

Cohesive Teams

226

(1)

Three Ways To Influence An Informal Team

227

(1)

Building Teams

228

(5)

Turning Groups Into Teams

229

(2)

Creating Successful Teams

231

(1)

Characteristics of Successful Teams

232

(1)

Total Quality Management

233

(5)

How To Install a TQM Process

233

(5)

Empowerment

238

(1)

Team Challenges

239

(3)

Coaching

240

(2)

Key Points

242

(1)

Key Terms

243

(1)

Review Questions

244

(1)

Activities and Applications

244

(1)

Web Activity

245

(1)

Related Web Sites

246

(1)

Employee Training and Development

247

(36)

Importance of Training

248

(7)

Need For Training

248

(3)

Benefits of Training

251

(2)

Problems in Training

253

(2)

Who Will Do the Training?

255

(2)

How Employees Learn Best

257

(2)

Developing a Job-Training Program

259

(12)

Establishing Plan Content

260

(2)

Developing A Unit Training Plan

262

(5)

Moving From Plan To Action

267

(2)

Job Instruction Training

269

(2)

Retraining

271

(2)

Orientation

273

(3)

Creating A Positive Response

273

(1)

Communicating The Necessary Information

274

(2)

Overcoming Obstacles to Learning

276

(2)

Key Points

278

(1)

Key Terms

279

(1)

Review Questions

279

(1)

Activities and Applications

280

(1)

Web Activity

281

(1)

Related Web Sites

281

(2)

Evaluating Performance

283

(32)

Coaching

284

(4)

Essentials of Performance Evaluation

288

(4)

Purpose and Benefits

289

(2)

Steps in the Process

291

(1)

Making the Evaluation

292

(11)

Performance Dimensions

298

(1)

Performance Standards

298

(1)

Performance Ratings

298

(2)

Pitfalls in Rating Employee Performance

300

(3)

Employee Self-Appraisal

303

(1)

The Appraisal Interview

303

(5)

Planning The Interview

304

(1)

Conducting The Interview

304

(1)

Common Mistakes in Appraisal Interviews

305

(3)

Follow-Up

308

(1)

Legal Aspects of Performance Evaluation

309

(1)

Key Points

310

(1)

Key Terms

311

(1)

Review Questions

311

(1)

Activities and Applications

312

(1)

Web Activity

313

(1)

Related Web Site

314

(1)

Discipline and Employee Assistance Programs

315

(56)

Essentials of Discipline

316

(6)

Approaches to Discipline

322

(6)

Negative Approach

322

(2)

Positive Approach

324

(2)

Advantages of the Positive Approach

326

(1)

Shifting From Negative To Positive Discipline

327

(1)

Administering Discipline

328

(6)

Adapting Discipline To The Situation

328

(1)

Some Mistakes To Avoid

329

(1)

Taking The Essential Steps

330

(4)

Termination

334

(9)

Salvage Or Terminate?

334

(3)

Just-Cause Terminations

337

(2)

The Termination Interview

339

(4)

Special Disciplinary Concerns

343

(8)

Sexual Harassment

343

(3)

Other Forms of Harassment

346

(1)

Substance Abuse

346

(5)

Employee Assistance Programs

351

(3)

How To Make Eaps Work

353

(1)

The Supervisor's Key Role

354

(1)

Safety and Security Management

355

(8)

A Safe Workplace

355

(2)

Implementing The Hazard Communication Standard

357

(4)

Guest Safety

361

(1)

Security Concerns

362

(1)

Aids and the Hospitality Worker

362

(1)

Key Points

363

(2)

Key Terms

365

(1)

Review Questions

365

(1)

Activities and Applications

366

(2)

Web Activity

368

(1)

Related Web Sites

368

(3)

Part 4 Supervising Human Resources

371

(134)

Planning and Organizing

373

(36)

The Nature of Planning

374

(6)

Levels of Planning

375

(1)

The Planning Process

376

(1)

Forecasting

376

(2)

The Risk Factor

378

(1)

Qualities of a Good Plan

379

(1)

Types of Plans and Planning

380

(9)

Standing Plans

380

(4)

Single-Use Plans

384

(2)

Day-By-Day Planning

386

(1)

Schedules

386

(3)

Planning for Change

389

(6)

How Associates Respond To Change

389

(1)

How To Deal With Resistance

390

(1)

Example of Planning For Change

391

(4)

Planning Your Own Time

395

(7)

Organizing for Success

402

(2)

Key Points

404

(1)

Key Terms

405

(1)

Review Questions

406

(1)

Activities and Applications

406

(1)

Web Activity

407

(1)

Related Web Site

408

(1)

Communicating Effectively

409

(38)

Good Communications and Their Importance

410

(5)

Types of Communication

410

(1)

The Communication Process

411

(2)

Why Communication Is So Important

413

(2)

Obstacles to Good Communication

415

(9)

How The Communicators Affect The Message

415

(4)

How Symbols Can Obscure The Meaning

419

(1)

Problems in Sending The Message

420

(3)

Problems in Receiving The Meaning

423

(1)

Removing Obstacles To Communication

423

(1)

Listening

424

(7)

Bad Listening Practices

424

(2)

How To Listen

426

(5)

Directing People at Work

431

(8)

Sending Clear Messages

432

(1)

Getting Your Messages Accepted

432

(1)

Making A Positive Impact

433

(1)

Giving Instructions

434

(3)

Computer and Telephone-Aided Communications

437

(2)

Business Writing

439

(1)

Meetings

440

(1)

Key Points

441

(1)

Key Terms

442

(1)

Review Questions

442

(1)

Activities and Applications

443

(2)

Web Activity

445

(2)

Delegating

447

(24)

What Delegation Means

448

(1)

Essentials of Delegation

449

(3)

Benefits of Delegation

452

(2)

Why People Resist Delegation

454

(3)

Why Managers Have Trouble Delegating

454

(2)

Why Some Workers Won't Accept Responsibility

456

(1)

How to Delegate Successfully

457

(9)

Conditions For Success

457

(1)

Steps in Delegation

458

(5)

Common Mistakes in Delegation

463

(2)

Adapting Delegation To Your Situation

465

(1)

Key Points

466

(1)

Key Terms

467

(1)

Review Questions

467

(1)

Activities and Applications

467

(2)

Web Activity

469

(2)

Decision Making and Control

471

(34)

Decision Making

472

(4)

Elements in a Managerial Decision

472

(1)

Approaches To Decision Making

473

(1)

Kinds of Decisions

474

(2)

How to Make Good Decisions

476

(8)

Defining The Problem

479

(1)

Analyzing The Problem

480

(1)

Developing Alternative Solutions

480

(3)

Deciding on the Best Solution

483

(1)

Action and Follow-Up

484

(1)

Problem Solving

484

(10)

Pattern For Solving Problems

485

(1)

Problem-Solving Example

486

(1)

Participative Problem Solving

487

(4)

Solving People Problems

491

(2)

Win-Win Problem Solving

493

(1)

Building Decision-Making Skills

494

(1)

Controlling

495

(3)

Key Points

498

(2)

Key Terms

500

(1)

Review Questions

500

(1)

Activities and Applications

500

(2)

Web Activity

502

(3)

Glossary

505

(12)

Index

517

Amazon no longer offers textbook rentals. We do!

Supervision in the Hospitality Industry: Applied Human Resources, 5th Edition

Supervision in the Hospitality Industry: Applied Human Resources, 5th Edition

9780471657484

0471657484

Summary

Author Biography

Table of Contents

Supplemental Materials

Write a Review

Amazon no longer offers textbook rentals. We do!

Supervision in the Hospitality Industry: Applied Human Resources, 5th Edition

Supervision in the Hospitality Industry: Applied Human Resources, 5th Edition

9780471657484

0471657484

Summary

Author Biography

Table of Contents

Supplemental Materials

Write a Review

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