Who are you?
Who am I, who am i?
You are a supervisor? You are a shift leader?
which occasion?
When did you become a supervisor? On
supervisor and other employees?
Do you see the differences between a
job?
What are difficulties you have to face in your
by your head of department?
In what way you are assigned and supported
Introduction
organization’s standards. They are also the link between senior managers and staffs.
Supervisors are the people who execute and maintain
also are responsible for customers’ dissatisfaction and employees’ low spirits and productivity.
Supervisors not only monitor staffs’ performance but
job.
In summary, the supervisor is an important and difficult
Becoming a supervisor - getting a step on managing scale.
What do you get when becoming a supervisor?
Happiness, pride Salary, bonus Envy Confusion Have you trained as a supervisor yet?
Purposes of the training session:
methods of supervision. Effective communication Showing leadership and team building skill Training the staff effectively Good skill of appraising staff
Explaining the role of a supervisor Understanding the staff and have equivalent
Unit 1: Definition of a supervisor
number of staff. Your duties are: + finding methods to support your
team in their jobs
+ ensuring that employees have sufficient conditions to become specialists at their fields.
1. The role of a supervisor You directly manage a certain
How to support your staff?
• Good planning
• Good organizing .Clear orientations
Listen, encourage, compliment, instruct, Resolve conflict, protect your team
You support your staff by:
FO Supervisor
General To assist in the building of an efficient team of employees by taking an
active interest in their welfare, safety and development.
To encourage employees to maintain good relationships with their
colleagues and all other departments.
To ensure that all employees report for duty punctually, wearing the correct uniform and name tag at all times. To ensure that they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department’s grooming standards.
To ensure that all employees provide a friendly, courteous and professional
service at all times.
To assist in the training of employees making sure that they have the skills
necessary to perform their duties in the most productive way.
To supervise employees within the department, making sure that the correct
standards and methods of service are maintained as stated in the Departmental Operations Manual.
To ensure that the Department's operational budget is strictly adhered to,
that all costs are controlled and expenditures are properly approved.
FO SUP.
To read the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety. To comply with local legislation and be conversant and act in accordance
with any legal issues relating to your department.
To respond to any changes in the department as dictated by the needs of
the industry, company or hotel.
To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.
To attend training sessions and meetings as and when required. To conduct and/or contribute to regular Departmental Communication
Meetings.
To ensure rosters are posted and timesheets submitted on time. To ensure that all employees are treated fairly and consistently as
outlined in their terms and conditions of employment, local legislation, and company/hotel policies and procedures.
Summary of supervisor’s roles
Build team
Lead and support members
Complete missions
1. Lead and support members 2. Build team 3. Complete missions
2. Main factors of supervision
If the supervisors don’t know their duty well, then the supervision is a vague concept.
Need a clear job description
a. Know the duty well
Main factors of supervision.
b. Understand your staff
Know all staff’s capability Set up suitable methods for supervision Be not afraid of supporting your team Coordinate activities of the team effectively
Main factors of supervision
c. Understand your managers
Broaden employees’ views into multi-perspectives not
only within your team but also in others
Frequently contact your superiors in order to convey the
orders to your subordinates
Master company’s managing system and policies
d. Flexibility
cooperate with your staff, plan duty roster
Know how to balance the workload,
strictly observed
Avoid having staffs realize that they are
f. Communication skill and humanity
Supervisors have authorities, however those authorities may be easily ignored by staff. Hence, the supervisors should: Asking better than instructing Giving instruction better than making requests Training better than showing off Making questions better than decisions
e. TRAINING
Employees who don’t meet requirements for lack of skills, knowledge or motivation must be trained.
plan.
It may be short-term or long-term training
g. Communicate
communicating
Make use of every chances to communicate with your staff Choose suitable methods of
h. Listen
Listening is always a positive message with other people.
appropriate comments.
Only listening can judge and give the
i. Professional knowledge
Always upgrade your professional knowledge to receive respect from your staff
k. Having sense of humor
If humor is used appropriately, it can bring the light to matters without hurting others. Also, it creates the sense of teamwork.
Be happy Enjoy your work and life
Relations of supervision
Colleagues
Superiors
Supervisor
Customers
Members in the team
Sales Organisation Development
Emotions when becoming a supervisor
Be worried about colleagues Be worried about your employees Be given a trial by the subordinates Be given a trial by your superiors Confuse Improve personal style
Discuss
Team building Individual improving Mission accomplished
Individual improving
I believe that employees are the invaluable properties of every company. Hence we should give them the respect.
Admit every individual Listen Train and manage Give information and feedbacks Give them a trial on necessary “If your actions inspire others to dream more, learn more, do more and become more, you are a leader. John Quincy Adams (6th President of the United States)
Mission accomplished
Consider the background on doing duties Identify the target Frequently remind Enhance, support the good deeds Provide resources, methods, information Create favorable conditions for problem
solving
“Willingness to learn, to cope with difficulties
and to overcome failures is the keys to success”- Sonny S nơ
Team building
staffs because it is them who did it”- Sonny S nơ
Create conditions for cooperation Lead the team Compliment the team Create conditions for communication Support the team Fight for the team “ I always share the success with my
Comprehend your group
Every member’s capability Find out experienced people Show weak points and new points Prevent the group from conflicts “The success doesn’t depend on me but the whole staff, from employees to managers. I rely on your assistance.”
Standards of a good supervisor
Specialist knowledge Ability to hold events Leadership skill Loyal Quick-witted High sense of responsibility Resourceful Follow manager’s instruction Determined Eager to learn
3. Some advises for a new supervisor
You are not required to be the most skillful employee. Clearly prove that you are in need of instruction Allow your team itself to handle the difficulties. Admit your faults, suspects and fears Consider staff’s ability Encourage sense of humor
