by D.V. Tesone

Supervision Skills for the Service Industry is a practical guide for managers, supervisors, or students aspiring to work in the service business.

Features:

• Chapter-opening, "In the Real World," vignettes
• Performance-based learning objectives
• Key terms bolded in the text and defined in the text margins
• Timely articles in each chapter drawn from the Hospitality News newspapers
• Mini-cases
• Questions for discussion
• Key terms lists
• Chapter quizzes
• Chapter conclusions with more "In the Real World" vignettes

Contents

1. What the Supervisor Needs to Know
   1. Development of a Service Perspective
   2. Career Development through Personal Transformation
   3. Leadership and the Supervision of Service
   4. Employee Motivation

2. What the Supervisor Needs to Do
   5. Supervisory Communication
   6. Employee Training
   7. Complaints, Grievances, and Problem Employees
   8. Coaching, Counseling, Discipline and the Law
   9. Building Teams
   10. Measuring Performance

3. How to Do It
   11. Getting a Job or a Promotion
   12. Putting It All Together

Glossary
Index

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