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SV: supervisor, exceeding= beyond, coaching= training
Conceptual: intangible, abstract, theoretical Human: human being, behaviour, skill to handle people Technical: practical
Dictate: say, utter, state, restate
Curse: annoying, irritate
Coerce: force, persuade Inherently: naturally
Chapter 1 intro
CHAPTER 1 -
Describe the primary role of a supervisors
Outline the supervisor’s obligation &
responsibilities to owner, customers & employees.
Describe briefly the important functions of
Managerial skills used by hospitality supervisors
Explain the concept & characteristic of leadership
ii.Human relation theory
Supervisor is any person who manage people
who make products and/or perform services.
Usually supervisor is the manager &
responsible for the unit /department.
Output of the people supervised (quality & quantity
of the product and services)
Meeting the need of employees
Ensure the production of good & service
Motivating & stimulating employees to do job
The various level of management, with
authority & responsibility handed down from
the top, level by level.
Authority – right & power to make the decision
and takes action to get the job done.
Responsibility – obligation that a person has to
carry out certain duties & activities.
When become a supervisor, the
responsibilities are management
Will be a part of setting standards rather
than seeking to attain performance goals
set by other
Accountable for achieving department goals
& keeping team motivated & productive.
To maintain a reputation of excellence, SV
Achieving or exceeding the expected results
Building a winning team
‘walking your talk’ = setting good example
Positive work environment
Motivating your team
Working efficiently & effectively with manager &
Coaching & mentoring your team
Getting the resource to do the job
Treating all team member fairly & equally
The primary obligation to owner is to make
To run things their way
To oversee their system
See a better way to doing something
Find out what they want & be sensitive to their
Run a Hospital Kitchen
No profit involved
Follow the system is absolute, health of patients is
Food is basic element in patient care.
Every recipe must be followed
As SV must not change thing without authority.
In hotel & restaurant, guests are the source of
SV output & employees represent the
To see the worker are delivering on the
promises of products & services offer
Example: hotel or restaurant, hospital, school
cafeteria, army or navy kitchen.
SV represent management
Value for employee is the way the boss treats
Poor work climate – high labor turnover, low
productivity, poor quality control.
A manager is a person who directs and
controls an assigned segment of the work in
SV often do not have the title manager , BUT
the job of SV is slightly same with the
A. Scientific management
Start around 1990 from Frederick Taylor
To increase productivity by applying a scientific
approach to human performance on the job.
Developed time-and-motion studies
4 essential features:
i. Standardization of work procedures, tool &
ii. Careful selection of competent people (training &
iii. Complete & overseeing of the work
iv. Workers share of the increased productivity
B. Human Relations Theory
Studies made at Hawthorne plant of Western
Electric Company (1930s and 1940s).
Effect on productivity of changes in working
Involve social factors, the sense of belonging to a
C. Participative management
Real meaning of the Hawthorne experiments
Workers participate in the decisions that concern
Manager still lead & make final decision
But discusses plan & procedure and policies with
the work group (considers their input)
Total system is probably not suited to the typical
fdservice or lodging ent.
D. Humanistic management
Blending of three system (deliberately or
instinctively, according to the needs of the situation,
the workers and personal style of leadership)
Managerial skill essential to success of
Conceptual skillsHuman skills
Ability to do the tasks of the people you
You should know the task involve and how they
Sometimes SV pick up the skills from their
Some SV need to go through the same skills
training as the workers.
Skills of handling people
Attitude towards the people who works for you
Sensitivity, ability to perceive each person’s needs,
perception, values, personal quirks
Self awareness, aware of own behavior as it
appears to others.
Human skill come with practice
Ability to see the whole picture and the
relationship of each part to the whole.
The skilled comes in using that ability on the
Need to arrange the work of each part of
operation (run smoothly with other part)
someone who guide or influences the action of their
employees to reach certain goals.
a person whom people follow voluntarily.
Direction and control of the work of others through
the ability to elicit voluntary compliance.
Have right to command, you
are the boss & have the
E.g. Control the hiring, firing,
raises, rewards, discipline &
Real authority Conferred in your subordinate,
have to earn right to lead them
Do the right things right
‘Manager are people who do the things right,
and leaders are people who do the right things’
Leadership style is refer to pattern of
interacting with subordinates:
How you direct & control the work of others
How you get them to produce the goods & services
Including manner of giving instruction, method
& technique to motivate workers and to assure
the instruction are carried out.
Autocratic Bureaucratic Democratic Laissez-
as sole decision
Strictly by the
Almost a reversal
Relies on rules
Wants to share
Turn over control;
Act like they are a
Works well when
dictates tasks to
Is a concerned
coach of the team
in the hospitality
In hospitality industry, deal with hourly workers
using command-obey method.
Reward & punishment
E.g. cursing, shouting & threatening to arouse
fear to motivate the workers.
This is autocratic method of managing
According to McGregor:
Fit the old style hospitality manager
Describe the faulty assumption about the human
Revised view of human nature
Emphasis on using workers talent, need &
aspiration to meet the goals
Worker will work on their own
Theory X Theory Y
•Inborn dislike of work & will
•Coerced, control, directed,
threatened with punishment
to get the work done
•Prefer to be led, avoid
responsibility, lack ambition &
• people do not dislike it
•work on their own according
to the objectives to which they
• Fulfill inner needs (self
achievement, recognition, &
desire for security)
Model developed by Kenneth Blanchard & Paul Hersey
Leadership behaviors are sorted into 2 :
•Combination of this 2 categories , came up 4 leadership style
Directive behavior Supportive behavior
Telling an employee exactly what
you want done, as well as when
and how to do it.
Focus to get job done
Used when worker learning a new
To show caring & support to
By praising ,encouraging, listen to
their ideas, involve them in decision
Best used when employees lack
commitment to do a job.
4 possible leadership style:
i. Directing style
When workers has much commitment but little
competence to do the job
i. Coaching style
When new workers get into their job, lose initial excitement.
i. Supporting style
When workers become technically competent on the job
i. Delegating style
When workers show both commitment and competence
Motivate workers by appealing to their self
Worker do their jobs & gives their compliance in
return for reward.
Stress communication of job assignment, work
standard & goals.
Finding ways of long term higher order changes
in follower behavior.
Process of gaining performance above
expectations by inspiring employees
Communicate with & inspire
worker about mission &
objectives of the company
Act as a coach & mentor to
support, develop, empower
Provide worker with
& challenging job
1. What is the primary role of a supervisor?
2. Briefly discuss the obligations that a
supervisors has to his employees.
3. What is leader?
4. What are the difference between autocratic,
bureaucratic, democratic & Laissez-faire.
5. Identify the six practices of successful