Supervision in Hospitality Management Chps. 1-2

What is a supervisor?

A person who oversees employees and makes sure work is completed properly.

What are supervisors responsible for?

The quality and quantity of work, employee performance, and guest satisfaction.

What are the four main functions of management?

Planning, organizing, leading, and controlling.

What is planning?

Deciding what needs to be done and how to accomplish it.

What is organizing?

Arranging people, tasks, and resources so goals can be achieved.

What is leading?

Guiding, motivating, and directing employees.

What is controlling?

Monitoring results and making corrections when necessary.

Why is leading yourself important?

A supervisor needs to manage their own behavior and responsibilities before effectively leading others.

What are technical skills?

Knowledge and ability to perform specific tasks or jobs.

What are human skills?

The ability to work effectively with and communicate with other people.

What are conceptual skills?

The ability to understand how different parts of an organization work together.

Why are human skills important for supervisors?

Supervisors work closely with employees and need to build positive working relationships.

What can happen when supervision is poor?

Low productivity, unhappy employees, poor teamwork, and lower guest satisfaction.

What is one challenge of becoming a new supervisor?

Learning how to manage former coworkers while maintaining professional relationships.

What is a major responsibility of a hospitality supervisor?

Getting work done through employees while providing quality service to guests.

Why should supervisors set a good example?

Employees often look to their supervisors as examples of appropriate workplace behavior.

Why are employees important in hospitality?

Employees directly influence the quality of service and the guest experience.

Why is communication important in hospitality?

It helps employees understand expectations, prevents mistakes, and improves guest service.

What is communication?

The process of exchanging information, ideas, or feelings between people.

Who is the sender?

The person who creates and sends the message.

Who is the receiver?

The person who receives and interprets the message.

What is a message?

The information or idea being communicated.

What is feedback?

A response that shows whether the message was understood.

What is active listening?

Paying close attention, understanding the speaker, and responding appropriately.

Why is listening important for supervisors?

It helps them understand employee concerns, avoid misunderstandings, and solve problems.

What is verbal communication?

Communication using spoken words.

What is nonverbal communication?

Communication through body language, facial expressions, gestures, posture, eye contact, and tone.

Give examples of nonverbal communication.

Facial expressions, eye contact, posture, gestures, and tone of voice.

Why is tone important?

The way something is said can change how the listener interprets the message.

What are communication barriers?

Things that interfere with understanding a message.

Name some communication barriers.

Noise, distractions, poor listening, assumptions, emotions, language differences, and unclear information.

Why should supervisors use clear language?

So employees understand exactly what is expected of them.

What is written communication?

Communication through written messages such as emails, schedules, reports, and instructions.

What makes written communication effective?

It should be clear, organized, accurate, professional, and easy to understand.

Why is feedback important?

It lets the sender know whether the receiver understood the message.

How should supervisors communicate with guests?

Professionally, respectfully, clearly, and by listening to their concerns.

What is the main goal of effective communication?

To make sure the intended message is understood correctly.