Course Introduction

This course is designed to provide students with the principles of supervision as they apply specifically to the hospitality industry. Students are prepared to juggle expectations of management, guests, employees, and governmental agencies and practice solving problems relating to these expectations. They are also provided resources to help them create a professional development plan for their hospitality career.

Course Prerequisites

Not Applicable.

Course Notes

Course manual provided for on-going reference. There is a final exam upon completion of the course. Participants who receive 75% or higher on their exam will receive a certificate.

Course Breakdown

• Lesson 1:

Definition of Management; The Components of Management; Skills for Effective Supervision; Supervisory Responsibilities; Keys to Supervisory Success

• Lesson 2:

The Communication Process: A Brief Overview; Speaking Skills; Listening Skills; A Listening Model: Four Stages; Active Listening Skills; Nonverbal Communication—Body; Writing

• Lesson 3:

The Supervisor and the Human Resources Department; Learning from Employee Turnover; Making Jobs Easier to Fill; Sharing; Internal Recruiting; External Recruiting; Interviewing Applicants; The Selection Decision; The Supervisor and Human Resources Planning

• Lesson 4:

Importance of Training; Four-Step Training Method; Learning; Orientation

• Lesson 5:

Productivity Standards; Planning Staffing Requirements; Forecasting Business Volume; The Staffing Guide as a Scheduling Tool; The Staffing Guide as a Control Tool; Labour Scheduling Software; Monitoring and Evaluating Productivity

• Lesson 6:

Benefits of Performance Evaluation; Obstacles to Effective Performance Evaluation; Common Performance Evaluation Errors; Approaches to Performance Evaluations; Steps in the Performance Evaluation Process; Coaching Overview; Informal Coaching; Formal Coaching

• Lesson 7:

Myths about Discipline; Positive Reinforcement; Progressive Discipline; When to Take Disciplinary Action; Managing the Disciplinary Process

• Lesson 8:

Equal Employment Opportunity Laws; Other Important Employment Laws; Sexual Harassment; Safety and Security Concerns; Supervising a Multicultural Work Force; Ethics; Substance Abuse; Unions

• Lesson 9:

What Is a Work Team?; Types of Work Teams; Building an Effective Team; Stages of Team Development; The Supervisor as Team Leader; Special Work Team Concerns; The Future of Work Teams

• Lesson 10:

Power and Empowerment; Get to Know Your Employees; Motivational Strategies; Identifying Motivational Problems; Leadership Styles and Motivation; Increasing Employee Participation

• Lesson 11:

Benefits of Conflict; Sources of Conflict; Types of Conflict; Outcomes of Conflict; Conflict Management Styles; Tips for Negotiating Conflicts

• Lesson 12:

Myths Concerning Time Management; Time Analysis; Time Management Tools; Delegation

• Lesson 13:

The Forces of Stability and Change; A Model for Change; Overcoming Resistance to Change; The Supervisor as Change Agent; Evaluating Change

• Lesson 14:

Owning Your Development; Planning for Your Development; Create the Plan; Execute the Plan; Next Steps