Supervision in the Hospitality Industry_Ch 9 Key Points

Consider the following questions before correcting an employee

* Does the employee know what is supposed to be done, and why? * Are there any reasons for poor performance that the employee cannot control, such as inadequate equipment? * How serious are the consequences of this problem? * Has the employee been spoken to about this concern before? By asking questions before you point the finger at someone, you help maintain the self-respect of the employee. After asking questions, if it is obvious to you that a correction is needed, be careful to not correct one employee in front of another. No one likes to be corrected in front of his or her peers.

What are the 10 steps to TQM improvement process?

1. Assess leadership of supervisors. Replace Theory X style of leaders. Train and introduce TQM to all employees 2. Build and train volunteer teams in problem-solving departments. Then cross departmentally. 3. Teams decide on and record the level of guest service. They also decide on the weight of each element. 4. Teams set mission, goals, and strategies based on guest expectations. Write the company, property/unit, or department mission and goals, and create strategies to meet or exceed those goals. 5. Empower and inspire employees to reach/exceed goals. 6. Identify and record deficiencies. 7. Analyze and problem-solve deficiencies. 8. Modify process and incorporate corrections to improve service. 9. Track and record results- improvements in service, guest satisfaction, employee satisfaction, cost reduction, and profit. 10. Evaluate and support the process. If the goals are not being met, begin again with step one. If the goals are met, congratulate and reward employees.

What is the 8 step coaching model?

1. Be supportive. Be flexible, assist when needed, show understanding, listen, provide positive feedback, encourage, and be open to new ideas. 2. Define the problem and expectations. Give the employee the chance to explain the situation. The coach should make sure the problem is understood and then clarify the expectations. 3. Establish impact. Make sure that the negative impact of the problem is understood. 4. Initiate a plan. The coach and employee should collaborate to develop a plan to correct the problem. 5. Get commitment. Make sure the employee knows what is expected of him or her and is willing to commit to the plan that was collaboratively developed. 6. Confront excuses/resistance. Do not accept excuses or resistance. Make sure that the focus is on what can be done to be successful instead of what might not work. 7. Clarify consequences. Be clear about what will happen if the plan is not completed. 8. Don't give up. Coaching is hard; it takes time. There is never one right answer or solution. Working together, the coach and the employee can resolve problems successfully.

Catch your employees doing right and...

1. Describe the specific action you are praising. 2. Explain the results or effects of the actions 3. State your appreciation.

Behaviors that a coach should focus on:

1. Do not think about employees as people who need to be controlled. 2. Listen, listen, listen. 3. Develop the individual strengths of each employee 4. Endorse effort and growth (instead of pointing out mistakes). 5. Stop providing solutions. Give your employees opportunity to figure it out. 6. Stop making all the decisions. Delegate decisions where appropriate and engage your employees. 7. Be unconditionally constructive. Take responsibility for how you are heard, even if you meant something different but came across the wrong way. 8. Create an environment where people want to work with you and feel valued, respected, and part of a team.

What are three ways to influence informal teams?

1. Feedback 2. Identification of the key players 3. Communication

Name the 4 steps to take in turning a group into a team:

1. Get the team's input into establishing team goals 2. Allow some team decision making 3. Stress communication 4. Have collaboration among team members.

What are the 10 main characteristics of a successful team?

1. The team understands and is committed to the vision, mission, and goals of the company and the department. 2. The team is mature - not necessarily in age - in realizing that members sometimes need to place the team before their own personal interests. 3. The team works to continually improve how it operates. 4. Team members treat each other with respect: they listen and feel free to express their thoughts. 5. Differences are handled in a professional manner. 6. Members have respect for their supervisor. 7. Members are consulted and their input is requested in decision making. 8. Members encourage and assist other team members to succeed. 9. The team meets or exceeds its goals. 10. There is a synergy where the output of the team is greater than the input of each team member.

Describe a cohesive team.

A cohesive team communicates well with each other and has well-defined norms, unity, respect, and trust amongst its members. To build cohesive teams, goals and objectives must be set.

Describe a formally appointed team.

A formally appointed team has an appointed team leader. The team leader possesses the power to influence others; power may be delegated to this server from management.

What constitutes a successful team?

A highly successful team understands and is committed to the vision, mission, and goals of the company and the department, is mature, works to continually improve how it operates, treats each other with respect, handles differences in a professional manner, has respect for the supervisor, is consulted for input in decision making, encourages and assists other team members to succeed, meets or exceeds its goals, and has synergy.

Describe an informally appointed team

An informally appointed team will evolve on its own, it has a rotation of leadership, and the group leader does not have formal power over the group.

How should a manager build a team?

Before actually implementing a plan of building a team, managers should consider what they want out of the team they are about to build. They should be very selective with whom they hire and should conduct reference checks. A supervisor should also keep in mid that one team member's problem affects the whole group.

What is the difference between formal and informal groups?

Formal groups are work groups established by the company; informal groups are more social by nature.

What are team norms?

In the hospitality industry, teams as well as team norms are constantly evolving. Team norms are defined as implicit, in addition to explicit, rules of behavior. Positive team norms are behaviors that are agreed-upon and accepted within the group. Negative team norms are behaviors that are against the interest of and are not accepted by the overall group.

What are the challenges that teams face?

Major team challenges are negativity, learning how to delegate responsibilities, high turn-over, and gaining the respect of the team.

Why join a team?

One main reason for joining a team in the hospitality industry is to accomplish tasks as efficiently and swiftly as possible. People may also simply join a team to feel like they are a small part of a whole (this may help to develop, enhance, and/or confirm some underlying identity needs).

What are the two types of empowerment?

Structured or flexible. Structured empowerment allows employees to make decisions within specified limits; flexible empowerment gives employees more scope in making decisions to give outstanding guest service.

Define teamwork-

Teamwork is the actual action that a team performs. It is defined as the cooperative effort by a group of persons acting together as a team. In order to have teamwork int eh hospitality industry you must have team players.

Describe how coaching works

The coach uses energy and positivity, not fear or status, as a form of motivation to get the job done.

What is the goal of TQM?

Total Quality Management's goal is to ensure continuous quality improvement of services and products for guests. TQM is applied in all areas of the business at every level. There are ten steps to total quality management.

A group is defined as:

a number of persons working together or considered together because of similarities. They share common information but remain neutral. A team is a special kind of group that attempts to achieve a positive collaboration among its members.

If the problem is job related -

do what you can to solve it.

If the problem is personal -

it might help to let them talk about it (but you cannot solve it for them). You can only listen in order to help them overcome it interfering with work.

If the problem involves other people on the job -

the solution might be more complex but do everything you can to solve it.

If the problem is burnout -

you may be able to motive them with some change of duties and responsibilities that would add variety and interest to the job.