HM_HOSP 210 (AHLA 250): Supervision in the Hospitality Industry

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About Course

  • This course presents an approach to Supervision in the Hospitality Industry. In the labor-intensive hospitality industry, supervisors are the linking pins that facilitate communication between entry-level staff members and those at higher organizational levels.
  • Many supervisors have been promoted from the ranks of those whom they now supervise. Supervisors have the knowledge and skills needed to perform the work of their subordinates.

What Will You Learn?

  • Identify fundamental supervisory responsibilities.
  • Explain the steps that supervisors can take to speak effectively on the job.
  • Describe how supervisors work with the human resources department to recruit new employees.
  • Explain the function of training within an organization and the supervisor's role in training.
  • 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 important laws and legal concerns that affect hospitality supervisors.
  • Describe issues supervisors should be aware of as they assume the role of team leader.
  • 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.
  • Describe actions that supervisors can take to minimize employee resistance to change.
  • Explain why it is important for supervisors to take control of their personal development, and describe how to execute a career development plan.

Course Content

Module I

  • Topic 1: Supervisor and the Management Process
    03:57
  • LO1: Identify the key responsibilities of a Supervisor in the Hospitality Industry
    22:46
  • LO2: Explain the differences between the roles of Supervisors and Managers
    11:59
  • LO3: Discuss how Supervisory Principles Enhance Team Performance
    23:22
  • LO4: Knowledge Check
  • Case Study: Supervisor and the Management Process
  • Topic 2: Effective Communication for Supervisors
    04:05
  • LO1: List and explain Effective Speaking Techniques that can be used in a Supervisory role
    12:44
  • LO2: Describe how to adapt Communication Styles to different Team Members
    12:56
  • LO3: Explain the importance of Active Listening and Nonverbal Communication
    17:31
  • LO4: Knowledge Check
  • Case Study: Effective Communication for Supervisors
  • Topic 3: Managing Productivity & Controlling Labor Cost
    04:05
  • LO1: Identify the steps involved in conducting a Performance Appraisal
    15:45
  • LO2: Explain the difference between Coaching and Counseling in Performance Management
    13:03
  • LO3: Describe Strategies to Control Labor Costs in Hospitality
    14:59
  • LO4: Knowledge Check
  • Case Study: Managing Productivity & Controlling Labor Cost
  • Topic 4: Special Supervisory Concerns
    03:30
  • LO1: Identify common Supervisory Concerns that arise in the Hospitality Industry
    15:09
  • LO2: Explain how Corporate Governance issues impact Supervisory effectiveness
    14:03
  • LO3: Knowledge Check
  • Case Study: Special Supervisory Concerns
  • Topic 5: Managing Conflicts
    03:23
  • LO1: Identify common sources of Conflict in the Workplace
    17:42
  • LO2: Explain the steps involved in resolving Workplace Conflicts
    16:48
  • LO3: Knowledge Check
  • Case Study: Managing Conflicts
  • Topic 6: Managing Change
    03:16
  • LO1: List the common reasons Employees Resist Change
    11:20
  • LO2: Describe effective Communication Strategies for Managing Change
    10:43
  • LO3: Knowledge Check
  • Case Study: Managing Change
  • Topic 7: Team Building
    03:24
  • LO1: List the characteristics of Effective Teams in the Hospitality Industry
    12:43
  • LO2: Describe the role of Trust in Team Building
    21:09
  • LO3: Analyze the stages of Team Development and the Supervisor’s role in facilitating Team cohesion
    14:12
  • LO4: Knowledge Check
  • Case Study: Team Building
  • Topic 8: Motivation Through Leadership
    03:44
  • LO1: List and explain various Motivation Models applicable to the Hospitality Industry
    17:17
  • LO2: Discuss the impact of different Leadership Styles on Team Performance
    13:52
  • LO3: Explain the strategies for increasing Employee Participation and Motivation within a department
    08:21
  • LO4: Knowledge Check
  • Case Study: Motivation through Leadership
  • Topic 9: Time Management
    02:53
  • LO1: Identify common Time-wasting activities in the Workplace
    13:25
  • LO2: Explain the importance of Prioritizing Tasks for Effective Time Management
    13:13
  • LO3: Knowledge Check
  • Case Study: Time Management
  • Topic 10: Recruitment and Selection Procedures
    04:13
  • LO1: Comphrend Internal and External Recruiting methods
    15:40
  • LO2: Evaluate Recruitment sources and Techniques from both the Recruiter’s and Applicant’s perspectives
    19:25
  • LO3: Explain the Reliability and Validity of the Selection Process
    10:17
  • LO4: Understand the steps and strategies involved in Selection
    11:00
  • LO5: Evaluate Techniques for Selection, including Application blanks and Pre-employment tests
    13:44
  • LO6: Knowledge Check
  • Case Study: Recruitment and Selection Procedures
  • Topic 11: Training and Orientations
    00:00
  • LO1: Define Training and explain current Trends in Training expenditures and Cycle
    00:00
  • LO2: Develop needs assessments through Organizational, Task, Behavior, and Individual Analysis
    00:00
  • LO3: Interpret Training programs by setting objectives, criteria, and selecting trainees
    00:00
  • LO4: Define Orientation and explain the Goals for effective Orientation Programs
    00:00
  • Case Study: Training and Orientations
  • LO5: Knowledge Check
  • Topic 12: Evaluating and Coaching
    00:00
  • LO1: Explain the key components of an Employee Evaluation Process
    00:00
  • LO2: Identify potential problems with Performance Appraisals
    00:00
  • LO3: Compare different Appraisal rating systems and methods
    00:00
  • LO4: Knowledge Check
  • Case Study: Evaluating and Coaching
  • Topic 13: Discipline
    00:00
  • LO1: Identify the steps involved in a Progressive Disciplinary Process
    00:00
  • LO2: Explain the Legal considerations that Supervisors must be aware of when Administering Discipline
    00:00
  • LO3: Describe the relationship between Employee Discipline and Organizational Culture
    00:00
  • LO4: Knowledge Check
  • Case Study: Discipline
  • Module Based Quiz

Final Exam

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