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WorksheetsSupervision in the hospitality industry.
Total questions: 61
Worksheet time: 30mins
1. What is management?
The process of using WHAT YOU HAVE to do WHAT YOU WANT to do
A person who has sufficient self- awareness, interpersonal competence, and knowledge of processes relevant to the area of practice of the supervisee to facilitate that person’s professional development
A person who influences a group of people towards the achivement of a committed purpose
The ability to get work done with and through others while winning their respect, confidence, loyalty and willing coorperation
What are resources in a hotel?
Man, Money, Machine, Material, Motivation
Man, Money, Machine, Material, Moment
Man, Money, Machine, Material, Matter
Man, Money, Machine, Material, Method
In the definition of management, what you want to do means:
Meet organizational objectives
Meet organizational objectives and targets
Meet organizational objectives and goals
Meet organizational objectives and demands
What is management level like?
3 levels: Top, Medium, Supervisory
3 levels: Top, Middle, Supervisory
3 levels: Top, Medium, Low
3 levels: Top, Middle, Low
GM, CEO belongs to:
Higher management
First- linel/ level management
Manager belongs to:
higher management
First- linel/ level management
Supervisory belongs to:
Higher management
First- linel/ level management
Top and middle belongs to:
Higher management
First- linel/ level management
How important are supervisory managements in an organization?
Liking pin
Looking pin
Seeming pin
How many management funtions are there?
5
6
7
8
Management funtions of supervisors include:
Planning, Organizing, Staffing, Coordinating, Directing, Controlling, Checking
Planning, Organizing, Staffing, Coordinating, Directing, Evaluating, Controlling
Planning, Organizing, Staffing, Coordinating, Directing, Controlling, Evaluating
Planning, Organizing, Staffing, Coordinating, Directing, Evaluating, Checking
What are skills needed by supervisors?
Technical
Interpersonal
Conceptual/ intellectual
Both of them
Who so supervisors have responsibilities to?
Organization, employee
Organization, staff
Organization, supervisory
Organization, GM
What are some tips for newly- appointed supervisors?
Be yourself, Start slowly, Gather information.
Review written related documents asap, “Use” your boss and seek an experienced counsellor, Be visible.
Emphasize teamwork, Be fair and consistent, 2P: Promise and provide, Make your own decisions
Both of them
Supervisor responsibile for:
Day- by- day activities
Day- to- day activities
Week- by- week activities
Week- to- week activities.
In the step 2 organizing, 2D means:
Develop organizational structure and chain of command, Design jobs and responsibilities to employees.
Develop organizational and chain of command, Design tasks and responsibilities to employees.
Develop organizational structure and chain of command, Design tasks and responsibilities to staff.
Develop organizational structure and chain of command, Design tasks and responsibilities to employees.
Main purpose of staffing:
Hire right person for right jobs to achive objectives of organization
Hire right people for right jobs to achive objectives of organization
Hire right people for suitable jobs to achive objectives of organization
Hire right people for right jobs to achive goals of organization
In the staffing ( third step), R T D E P include:
Retrain, Train, Develop, Evaluate performance, Promote and transfer
Recruit, Train, Develop, Evaluate performance, Promote and transfer
Recruit, Train, Demonstrate, Evaluate performance, Promote and transfer
Retrain, Train, Demonstrate, Evaluate performance, Promote and transfer
In the coordinating (Step 3), we need to control:
Organizing
Planning
Staffing
Both of them
In the coordinating (step 4), we need to
Control: Organizing, planning, staffing
Ensure all activities funtion together
Control: organizing, planning and staffing, Ensure all activities funtion together.
In the coordinating (step 4), involve:
C S D - Communication, Supervision, Direction
C S E - Communication, Supervision, Employee
C S S - Communication, Supervision, Staff
C S D - Communication, Staff, Direction
In the directing, (step 5)
Heart of management process.
Provide guidance in doing work.
Consist: process or technique.
Both of them
In the directing (step 5), we need:
Issue instruction, Carry out operations as job
Issue instruction, Carry out operations as planned
Issue instruction, Carry out operations as targeted
Issue instruction, Carry out operations as goals
In the controlling (step 6), we need
Ensure all funtions of organization: in place and oprating successfully
Ensure each funtion of organization: in place and oprating successfully
Ensure all funtions of organization: in position and oprating successfully
Ensure each funtion of organization: in position and oprating successfully
In the controlling (step 6), E M E involve:
Establish performance, Monitor input of employees, ensure employee performance = standards
Establish performance standards, Monitor input of employees, ensure employee performance= standards
Establish performance standards, Monitor output of employees, ensure employees performance= standards
In the evaluating (step 7), based on
Establish criteria
Pre- establish criteria
After- establish criteria
In the evaluating (step 7), J O A P S assess:
Job performance and productivity, Organizational citizenship behavior, Accomplishments, Potential for future improvement, Strengths and weaknesses
Job performance and productivity, Organizational citizenship behavior, Activities, Potential for future improvement, Strengths and weaknesses
Job performance and productivity, Organizational citizenship behavior, Activities, Potential for present improvement, Strengths and weaknesses
Importance of good evaluation:
Return turnover, Increase employee productivity
Reduce turnover, Decrease employee productivity
Reduce turnover, Increase employee productivity
Return turnover, Decrease employee productivity
What is hotel supervisor?
A person who has sufficient self- awareness, interpersonal competence, and knowledge of processes relevant to the area of practice of the employee to facilitate that person’s professional development
A person who has sufficient self- awareness, interpersonal competence, and knowledge of processes relevant to the area of practice of the supervisee to facilitate that person’s professional development
P.S in the technical skills of a supervisor stand for:
Productivity and Supervise employee's work
Provide job and supervise employees's work
Perform job and supervise employee's work
Supervise employee's work
Correctly
Incorrectly
Both of them
C. L. M. N in the Interpersonal skill stand for:
C- Communication, L- Leadership, M- Motivation, N- Negotiation.
C- Communication, L- Lead, M- Motivation, N- Negotiation.
C- Communication, L- Leadership, M- Motivate, N- Negotiation.
C- Communicate, L- Leadership, M- Motivation, N- Negotiation.
With G H G S E P in the interpersonal skill, G H G S E P stand for:
Government, Higher managers, Guests, Suppliers, Employees, Peers
Government agencies, Lower managers, Guests, Supervisor, Employees, Peers
Government agencies, Higher managers, Guests, Suppliers, Employees, Peers
Government agencies, Lower managers, Guests, Suppliers, Employees, Peers
C.A.R.D in the conceptual/ Intellectual skills stand for:
C- Check information, A- Analyze information, R- Relate one situation to another, D- Draw on experience (from personal + others)
C- Check information, A- Analyze information, R- Relate many situations to another, D- Draw on experience (from personal +others)
C- Collect information, A- Analyze information, R- Relate one situation to another, D- Draw on experience (from personal + others)
C- Collect information, A- Analyze information, R- Relate many situations to another, D- Draw on experience (from personal + others)
Which are the challenges of newly- appointed supervisors:
Increased demands (Both higher manager and employee), Less support from above and below within organization
Uncommitted, diverse and increasingly cynical workforce, Constanly changing job duties.
Blurred lines of authority, Under- supported technology
Both of them
Leader focus on 3P, 3P include:
Place, People, Purpose
Price, People, Purpose
Person, People, Purpose
Place, Price, People
What does the leader mean?
A person who influences a group of people towards the achivement of a committed purpose
A person who influences a group of person towards the achivement of a committed purpose
A person who influences a group of people towards the achivement of a committed purpose
What does the leadership mean?
The ability to get work done through others while winning their respect, confidence, loyalty and willing coorperation
The ability to get work done with and through others while winning their respect, confidence, loyalty and willing coorperation
The ability to get work done with others while winning their respect, confidence, loyalty and willing coorperation
Where are the differences between authority and power?
Authority: The right to give orders and instructions ( Formal -> Positional Power).
Power: The ability to influence others (Personal -> Personal power)
Authority: The right to give orders and instructions ( Personal-> Personal power)
Power: The ability to influence others (Formal -> Positional Power)
Leadership roles of supervisors
A visionary, A trainer, An advisor, A communicator.
A mediator/ arbitrator, A motivator, An evaluation
A and B
A visionary, A trainer, An advisor, A communication
B and D
A visionary need to:
Draw vision
Show employees where they need to get to
Draw plan
A and B
B and C
A trainer show employees coach:
What to do, How to do (skill, knowledge, attitude)
Which to do, How to do (skill, knowledge, attitude)
What to have, How to have (skil, knowledge, attitude)
An advisor need to
Support staff, give advice timely to solve employee's problems.
Support employees, give advice timely to solve employee's problems.
Support supervisor, give advice timely to solve employee's problem
A communication need to:
Transfer information timely and clearly, Connect E-E & HM-E.
Transfer information timely and speedly, Connect E-E & HM- E
Transfer information speedly and clearly, Connect E-E & HM-E
A mediator/ arbitrator need to:
Solve external problems
Solve internal problems
Solve internal conflicts
Solve external conflicts
A motivator need to motivate employees...
Better performance, team work
Better performance, team spirit
Better product, team work
Better product, team spirit
An evaluator focus on
Fair and consistent, based on performance NOT quality
Fair and consistent, based on quality NOT performance
Fair and consistent, based on personality NOT performance
Fair and consistance, based on performance NOT personality
Theory X briefly explain
Avoid work
Must be controlled
Avoide Responsibility
Seek security
Both of them
Theory Y briefly explain:
Avoid work, Must be controlled, Avoid responsibility, Seek Security
Work is Natural, Self- Direction, Seek Responsibility, Good Decisions
Theory X briefly explain:
Avoid work, Must be controlled, Avoid responsibility, Seek Security
Work is Natural, Self- Direction, Seek Responsibility, Good Decisions
Lower- order needs (X) focus on
Self actualisation, esteem, social
Safety, physiological
Self actualisation, esteem, social, safety, physiological
Lower- order needs (X) focus on
Self actualisation, esteem, social
Safety, physiological
Self actualisation, esteem, social, safety, physiological
Higher- order needs (Y) focus on
Self actualisation, esteem, social
Safety, physiological
Self actualisation, esteem, social, safety, physiological
Theory Z (Japanese- management style) focus on:
A strong employee philosophy, a distinct corporate culture, long- range staff development, and consensus decision- making
A strong company philosophy, a distinct corporate culture, long- range staff development, and consensus decision- making
What are 5 styles in Task and People- oriented leardership of Blake and Mouton?
Country Club Supervisor, Team Supervisor, Middle of Road Supervisor, Improverished Supervisor, Authority- Oberdience Supervisor
Country Club Supervisor, Personal Supervisor, Middle of Road Supervisor, Improverished Supervisor, Authority- Oberdience Supervisor
Country club supervisor is
High People- Low Task
High People- High Task
Low People- Low Task
Low People- High Task
Focus on work output as well as people morale
Team supervisor is
High People- Low Task
High People- High Task
Low People- Low Task
Low People- High Task
Focus on work output as well as people morale
Impoverished supervisor is
High People- Low Task
High People- High Task
Low People- Low Task
Low People- High Task
Focus on work output as well as people morale
Authority- Oberdience supervisor is
High People- Low Task
High People- High Task
Low People- Low Task
Low People- High Task
Focus on work output as well as people morale
Middle of Road supervisor is
High People- Low Task
High People- High Task
Low People- Low Task
Low People- High Task
Focus on work output as well as people morale
What are 5 styles in situational leadership?
Automatic, Benevolent- Automatic, Bureaucratic, Democratic, Empowering/ Laissez- Faire.
Autocratic, Benevolent- Autocratic, Bureaucratic, Democratic, Empowering/ Laissez- Faire.
