Skip Navigation
List Price: $58.86

Rent Textbook

Select for Price
Add to Cart Free Shipping
There was a problem. Please try again later.

New Textbook

We're Sorry
Sold Out

Used Textbook

We're Sorry
Sold Out

Supervision and Leadership in Tourism and Hospitality,9780304706860

Supervision and Leadership in Tourism and Hospitality

by ;
Edition: 1st
Format: Paperback
Pub. Date: 2/24/2000
Publisher(s): Cengage Learning EMEA
Availability: This title is currently not available.

Summary

A guide to all aspects of leadership, for any student who wants to become a supervisor or manager in the tourism and hospitality industry. The main focus is on managing workplace operations. Emphasis is also placed on the management of staff, including job design, selection and training, and monitoring workplace performance. The book also deals with policies and procedures in detail, including occupational health and safety.

Author Biography

Christine Davies is a teacher with TAFE NSW.

Table of Contents

Introduction 1(4)
The Current Environment
5(10)
Growth in the services sector
6(1)
Growth in employment
7(1)
Characteristics of service-based organisations
8(2)
Changes in service-orientated environments
10(1)
Recent changes in the role of the supervisor
11(4)
The Role of the Supervisor
15(9)
The leadership role of the supervisor
16(1)
Functions of the supervisor
16(2)
Skills for effective supervision
18(2)
Legal issues facing supervisors
20(1)
Ethical issues facing supervisors
21(3)
Motivation
24(12)
What is motivation?
25(1)
Symptoms of poor morale and lack of motivation
26(2)
Theories of motivation
28(5)
Your personal theory of motivation
33(3)
Leadership
36(7)
What is leadership?
37(1)
Theories of leadership
37(4)
Your own theory of leadership
41(2)
Staffing
43(15)
Identifying recruitment needs
44(1)
Employment legislation
45(1)
Writing job descriptions and person specifications
45(5)
Recruiting staff
50(2)
Selecting staff
52(1)
Planning induction programs
52(3)
Calculating the cost of staff turnover
55(3)
Training and Assesment
58(15)
Identifying the need for training
59(1)
Four-step training
60(6)
Competency standards
66(3)
Holistic and atomistic assessment
69(1)
Hospitality industry assessment scheme
70(1)
Training and assessment for career paths or qualifications
70(1)
Evaluating your training and assessment
70(3)
Planning and Organising Workflow
73(13)
Workflow planning
74(6)
Planning techniques
80(4)
Measuring operational efficiency and customer satisfaction
84(2)
Delegation and Control
86(14)
Giving orders
86(1)
Delegation
87(1)
Control
88(4)
Appraising performance
92(4)
Managing discipline issues
96(4)
Decision-making and Problem-solving
100(9)
Turning problems into opportunities
101(1)
Stages in problem-solving
102(3)
Variables in decision-making and problem-solving
105(4)
Staff Administration
109(12)
Tourism and hospitality organisations
110(1)
Organisational charts
111(5)
Administering staff
116(5)
Staff Scheduling
121(12)
Effects of awards and agreements
122(2)
Assessing levels of business
124(1)
Ensuring appropriate productivity mix
125(5)
Considering staff needs
130(1)
Maintaining staff records
130(1)
Monitoring labour costs
131(2)
Policies and Procedures
133(10)
What is an establishment policy?
134(1)
What is an establishment procedure?
134(1)
Communicating policies and procedures
135(1)
Monitoring policies and procedures
136(7)
Written Communication
143(11)
Inter-office memorandums
144(1)
Business letters
144(5)
Agendas and minutes
149(1)
Business reports
149(3)
Electronic mail
152(2)
Quality Management
154(9)
Evolution of Total Quality Management
156(1)
Total Quality Management techniques and tools
157(2)
Documentation and certification
159(4)
Occupational Health and Safety
163(9)
Developing an OH&S strategy
164(4)
Occupational health and safety acts
168(1)
Occupational health and safety committees
169(3)
Security
172(11)
Security liability
173(1)
Protecting guests and their property
173(2)
Ensuring security of establishment and staff property
175(1)
Following procedures for lost and found property
176(1)
Emergency procedures
176(4)
Preventing fraud
180(2)
Recording security incidents
182(1)
Integrated Case Study 183(3)
Bibliography 186(2)
Index 188

An electronic version of this book is available through VitalSource.

This book is viewable on PC, Mac, iPhone, iPad, iPod Touch, and most smartphones.

By purchasing, you will be able to view this book online, as well as download it, for the chosen number of days.

A downloadable version of this book is available through the eCampus Reader or compatible Adobe readers.

Applications are available on iOS, Android, PC, Mac, and Windows Mobile platforms.

Please view the compatibility matrix prior to purchase.

Visa
Mastercard
American Express
Comodo
McAfee