MTU Library Catalogue

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Supervision in the hospitality industry : applied human resources/ Jack E. Miller, John R. Walker, Karen Eich Drummond.

By: Miller, Jack E, 1930-.
Contributor(s): Walker, John R, 1944- | Drummond, Karen Eich.
Material type: materialTypeLabelBookPublisher: Hoboken, N.J. : Wiley, c2007Edition: 5th ed.Description: xxi, 522 p. : ill. (some col.) ; 25 cm.ISBN: 0471657484; 9780471657484.Subject(s): Hospitality industry -- Personnel management | Travel and Tourism | Hotel & catering trades | Cookery / food & drink etcDDC classification: 647.94068 MIL
Contents:
1. The supervisor as manager -- 2. The supervisor as leader -- 3. Equal opportunity in the workplace -- 4. Creating a positive work climate -- 5. Developing performance standards -- 6. Recruiting and selecting applicants -- 7. Teamwork and teambuilding -- 8. Employee training and development -- 9. Evaluating performance -- 10. Discipline and employee assistance programs -- 11. Planning and organizing -- 12. Communicating effectively -- 13. Delegating -- 14. Decision making and control.
Summary: This edition includes discussions of how cultural diversity affects the supervisory process, on-the-job sections which allow students to analyze actual work situations, and supervisor-in-action sections. It has updated coverage of technology and managing diversity in the workplace.
Holdings
Item type Current library Call number Copy number Status Barcode
General lending MTU Kerry North Campus Library First Floor Main 647.94068 MIL (Browse shelf(Opens below)) 1 Available 38888000491187
Total holds: 0

Enhanced descriptions from Syndetics:

This Fifth Edition provides comprehensive coverage of the principles, theories, human relations techniques, and decision-making skills that are required to manage a workforce to profitable results. It helps managers satisfy obligations to owners, customers, and employees while maintaining a positive work climate, developing job expectations, disciplining marginal employees, and addressing workplace diversity.

Previous ed.: 2002.

Includes bibliographical references and index.

1. The supervisor as manager -- 2. The supervisor as leader -- 3. Equal opportunity in the workplace -- 4. Creating a positive work climate -- 5. Developing performance standards -- 6. Recruiting and selecting applicants -- 7. Teamwork and teambuilding -- 8. Employee training and development -- 9. Evaluating performance -- 10. Discipline and employee assistance programs -- 11. Planning and organizing -- 12. Communicating effectively -- 13. Delegating -- 14. Decision making and control.

This edition includes discussions of how cultural diversity affects the supervisory process, on-the-job sections which allow students to analyze actual work situations, and supervisor-in-action sections. It has updated coverage of technology and managing diversity in the workplace.

Table of contents provided by Syndetics

  • Preface (p. xvii)
  • Part 1 Supervision and HR Management and Leadership (p. 1)
  • Chapter 1 The Supervisor as Manager (p. 3)
  • The Supervisor's Role (p. 5)
  • Obligations and Responsibilities of a Supervisor (p. 7)
  • Functions of Management (p. 17)
  • Theories of People Management (p. 20)
  • Managerial Skills (p. 27)
  • Tips for New Supervisors (p. 32)
  • Key Points (p. 33)
  • Key Terms (p. 34)
  • Review Questions (p. 35)
  • Activities and Applications (p. 35)
  • Web Activity (p. 37)
  • Related Web Sites (p. 38)
  • Chapter 2 The Supervisor as Leader (p. 39)
  • You and Your People (p. 40)
  • Characteristics of Leaders (p. 42)
  • The Nature of Leadership (p. 44)
  • Leadership Styles (p. 46)
  • Developing Your Own Style (p. 55)
  • Ethics (p. 56)
  • The Supervisor as Mentor (p. 57)
  • Key Points (p. 58)
  • Key Terms (p. 59)
  • Review Questions (p. 60)
  • Activities and Applications (p. 60)
  • Web Activity (p. 65)
  • Related Web Sites (p. 65)
  • Part 2 The Workplace (p. 67)
  • Chapter 3 Equal Opportunity in the Workplace (p. 69)
  • Equal Opportunity, Diversity, and Inclusion in the Workplace (p. 70)
  • Equal Employment Opportunity Laws (p. 71)
  • EEO Laws and the Hiring Process (p. 75)
  • Negligent Hiring (p. 77)
  • Equal Opportunity in the Workplace: What Supervisors Need to Know (p. 78)
  • Diversity (p. 79)
  • Why Does Cultural Diversity Matter? (p. 82)
  • Developing Cross-Cultural Interaction (p. 82)
  • How to Increase Personal Awareness (p. 83)
  • How to Recognize and Practice Cross-Cultural Interaction (p. 84)
  • The Value of Cultural Diversity (p. 86)
  • Managing Cultural Diversity in the Workplace (p. 87)
  • Establishing a Diversity and Inclusion Program (p. 89)
  • Managing Diversity Issues Positively (p. 90)
  • General Guidelines (p. 90)
  • Gender Issues (p. 90)
  • Cultural Issues (p. 90)
  • Religious Issues (p. 91)
  • Age Issues (p. 91)
  • Differently Abled Issues (p. 91)
  • Key Points (p. 92)
  • Key Terms (p. 92)
  • Review Questions (p. 93)
  • Activities and Applications (p. 93)
  • Web Activity (p. 95)
  • Related Web Sites (p. 95)
  • Chapter 4 Creating a Positive Work Climate (p. 97)
  • Employee Expectations and Needs (p. 98)
  • Motivation (p. 103)
  • Theories of Motivation (p. 105)
  • Applying Theory to Reality: Limiting Factors (p. 112)
  • Building a Positive Work Climate (p. 114)
  • Focus: The Individual (p. 115)
  • Focus: The Job (p. 123)
  • Focus: The Supervisor (p. 135)
  • Key Points (p. 137)
  • Key Terms (p. 138)
  • Review Questions (p. 139)
  • Activities and Applications (p. 139)
  • Web Activity (p. 142)
  • Related Web Sites (p. 142)
  • Chapter 5 Developing Performance Standards (p. 145)
  • Job Analysis (p. 147)
  • Job Description (p. 148)
  • What a Good Performance Standard System Can Do (p. 155)
  • Setting Up a Performance Standard System (p. 160)
  • Implementing a Performance Standard System (p. 170)
  • Key Points (p. 173)
  • Key Terms (p. 174)
  • Review Questions (p. 174)
  • Activities and Applications (p. 175)
  • Web Activity (p. 176)
  • Related Web Site (p. 177)
  • Chapter 6 Recruiting and Selecting Applicants (p. 179)
  • The Labor Market (p. 180)
  • Determining Labor Needs (p. 186)
  • Recruiting (p. 192)
  • Selecting the Right Person (p. 202)
  • Key Points (p. 215)
  • Key Terms (p. 216)
  • Review Questions (p. 216)
  • Activities and Applications (p. 217)
  • Web Activity (p. 219)
  • Related Web Sites (p. 219)
  • Part 3 Employee Development (p. 221)
  • Chapter 7 Teamwork and Teambuilding (p. 223)
  • What Is a Team? (p. 224)
  • Working Together (p. 225)
  • Building Teams (p. 228)
  • Total Quality Management (p. 233)
  • Empowerment (p. 238)
  • Team Challenges (p. 239)
  • Key Points (p. 242)
  • Key Terms (p. 243)
  • Review Questions (p. 244)
  • Activities and Applications (p. 244)
  • Web Activity (p. 245)
  • Related Web Sites (p. 246)
  • Chapter 8 Employee Training and Development (p. 247)
  • Importance of Training (p. 248)
  • Who Will Do the Training? (p. 255)
  • How Employees Learn Best (p. 257)
  • Developing a Job-Training Program (p. 259)
  • Retraining (p. 271)
  • Orientation (p. 273)
  • Overcoming Obstacles to Learning (p. 276)
  • Key Points (p. 278)
  • Key Terms (p. 279)
  • Review Questions (p. 279)
  • Activities and Applications (p. 280)
  • Web Activity (p. 281)
  • Related Web Sites (p. 281)
  • Chapter 9 Evaluating Performance (p. 283)
  • Coaching (p. 284)
  • Essentials of Performance Evaluation (p. 288)
  • Making the Evlauation (p. 292)
  • The Appraisal Interview (p. 303)
  • Follow-Up (p. 308)
  • Legal Aspects of Performance Evaluation (p. 309)
  • Key Points (p. 310)
  • Key Terms (p. 311)
  • Review Questions (p. 311)
  • Activities and Applications (p. 312)
  • Web Activity (p. 313)
  • Related Web Site (p. 314)
  • Chapter 10 Discipline and Employee Assistance Programs (p. 315)
  • Essentials of Discipline (p. 316)
  • Approaches to Discipline (p. 322)
  • Administering Discipline (p. 328)
  • Termination (p. 334)
  • Special Disciplinary Concerns (p. 343)
  • Employee Assistance Programs (p. 351)
  • The Supervisor's Key Role (p. 354)
  • Safety and Security Management (p. 355)
  • Key Points (p. 363)
  • Key Terms (p. 365)
  • Review Questions (p. 365)
  • Activities and Applications (p. 366)
  • Web Activity (p. 368)
  • Related Web Sites (p. 368)
  • Part 4 Supervising Human Resources (p. 371)
  • Chapter 11 Planning and Organizing (p. 373)
  • The Nature of Planning (p. 374)
  • Types of Plans and Planning (p. 380)
  • Planning for Change (p. 389)
  • Planning Your Own Time (p. 395)
  • Organizing for Success (p. 402)
  • Key Points (p. 404)
  • Key Terms (p. 405)
  • Review Questions (p. 406)
  • Activities and Applications (p. 406)
  • Web Activity (p. 407)
  • Related Web Site (p. 408)
  • Chapter 12 Communicating Effectively (p. 409)
  • Good Communications and Their Importance (p. 410)
  • Obstacles to Good Communication (p. 415)
  • Listening (p. 424)
  • Directing People at Work (p. 431)
  • Business Writing (p. 439)
  • Meetings (p. 440)
  • Key Points (p. 441)
  • Key Terms (p. 442)
  • Review Questions (p. 442)
  • Activities and Applications (p. 443)
  • Web Activity (p. 445)
  • Chapter 13 Delegating (p. 447)
  • What Delegation Means (p. 448)
  • Essentials of Delegation (p. 449)
  • Benefits of Delegation (p. 452)
  • Why People Resist Delegation (p. 454)
  • How to Delegate Successfully (p. 457)
  • Key Points (p. 466)
  • Key Terms (p. 467)
  • Review Questions (p. 467)
  • Activities and Applications (p. 467)
  • Web Activity (p. 469)
  • Chapter 14 Decision Making and Control (p. 471)
  • Decision Making (p. 472)
  • How to Make Good Decisions (p. 476)
  • Problem Solving (p. 484)
  • Building Decision-Making Skills (p. 494)
  • Controlling (p. 495)
  • Key Points (p. 498)
  • Key Terms (p. 500)
  • Review Questions (p. 500)
  • Activities and Applications (p. 500)
  • Web Activity (p. 502)
  • Glossary (p. 505)
  • Index (p. 517)

Author notes provided by Syndetics

Jack E. Miller collaborated on several books in hospitality management, including Menu Pricing & Strategy and Food and Beverage Cost Control, Third Edition, both from Wiley
John R. Walker, DBA, CHA, FMP, is the McKibbon Professor of Hotel and Restaurant Management at the School of Hotel and Restaurant Management at the University of South Florida, Sarasota-Manatee
Karen Eich Drummond, EdD, RD, FADA, FMP, is a foodservice and nutrition consultant and writer