The Hospitality Supervisor's Survival Kit provides the fundamental principles on which to build a successful career as a leader in the hospitality industry.

It contains the tools needed to develop skills in human relations, labor and management relations, and customer service that are essential to effective customer and employee management and supervision. The book is well grounded in theory, yet practical, providing many scenarios, case studies, and role-plays.

Contents

1. Being a Successful Leader
   1. Being a Leader in the Hospitality Industry
   2. Guidelines for the New Supervisor

2. Creating a Successful Team
   3. Working With and Developing Your Team
   4. People: Your Key to Productivity and Profit
   5. Building Relationships
   6. Creating a Productive Working Climate
   7. Helping Your Staff Become a Team

3. Leading for Peak Performance
   8. Private Communications
   9. Solving Performance Problems
   10. Keeping Turnover From Being a Problem

4. Getting the Best from Your Team
   Paying Your Team.
   11. Delegation: Sharing the Workload.
   12. Teaching Others What You Know.
   13. Evaluating Performance: The Formal Appraisal

5. Increasing Your Own Opportunities
   15. A Positive Workplace Starts with You.
   16. Organization and Planning.
   17. Setting Priorities.
   18. Being a Problem Solver.
   19. Dealing with Change and Resistance to Change.
   20. Change and Your Opportunities for Growth

Appendix: Performance Mistakes to Avoid
Appendix: Related Websites

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