World University of Bangladesh

Assignment on
“Supervision Is the Key Secret of Success in Hospitality Industry”

Course Title: Supervision and Leadership in Hospitality

Management
Course Code: BTHM 609

Submitted to:
Mohammad Nasimul Azim
Lecturer
World University of Bangladesh (WUB)

Submitted by:
Imran Khan
BTHM 5th Batch
Roll: 107
ID: WUB 15/15/05/107

Submission date: 06 November 2017

“Supervision Is the Key Secret of Success in Hospitality Industry”

Introduction
Simply the word supervision is derived from two words, 'super' and 'vision'. Super means 'from
above' and vision means to see the work of others. Hence, supervision involves overseeing
employees at work. Supervision is also a part of directing which is necessary at all level of
management from the top to bottom.

Hence, supervision is directly responsible to get things or work done through the operatives by
issuing an instruction, laying down methods and procedures, guiding, coaching and training
the people working under them. A supervisor is a person who is in charge of a group of workers.
He is also the spokesman for his group and best channel for two-way communication.

Directing supervision seems to be same but they have some dissimilarities. Directing is
different from supervision because directing includes supervision of supervision is an element
of directing. Supervision is import at opening level but directing is at all levels with or without
face to face contact.

However, in hospitality management supervisor play and crucial role by his or her supervision
quality. In a hotel industry, employees and works do their job by creating group or team. Every
group and team has a supervisor; these supervisors are liable for workers who are doing their
job under them.
To things done more efficiently and perfectly a supervisor play many roles in a hotel, these are:

Trainer
As a trainer supervisor teach employees and coworkers new information and skills. One of the
keys to any new employee’s success is being prepared to do his her job. This requires proper
orientation and training. Effective supervisor realizes that raining is an ongoing process.
Although it is emphasized for new employees, all employees benefit from periodic training and
professional development opportunities.

Planner
A planner evaluated goal objectives and future needs to prepare plans that provide the
necessary resources and action items to achieve success. In most organizations, upper
management is primarily responsible for broad strategic planning, and middle managers and
first line supervisors handle the implementation or execution of those plans. A key to success
is to have plans for achieving department level goals and objectives. This includes planning for
training, staffing, purchasing, advertising. Evaluation, and more. Important components of
planning include goal setting, defining critical success factors, and developing tactics for
getting your employees involved.
Scheduler
As a scheduler, as supervisor prepares the schedule to ensure that proper staffing and small,
the supervisor need to productively arrange human, material, and informational resource. In
addition, supervisors are responsible for scheduling facilities, inventory, and equipment to
maximize efficiency and provide exceptional quality and/ or service.
Motivator
Supervisors also serve as motivators who inspire their employees to perform at their best and
achieve a common goal. One of the hardest things to define, but one of the most important roles
for a supervisor, is that motivator. To inspire their teams to work together, managers and
supervisors need to recognize that each person is unique and that everyone is not motivated by
same incentives and rewards.

Coach
A coach is a person who guides employees with instruction, feedback, and encouragement.
Effective supervisors coach their employees. Coaching goes beyond motivation, as described
above, by guiding employees, helping them to focus on their “high payoff” activities, providing
positive feedback, allowing them to learn from their mistakes, and celebrating successes. In
addition, its important for supervisors to spend time coaching all of their employees – the top
performers as well as the underachievers.

Controller
As a controller, a supervisor measures quality and performance. Control does not have to be
negative or unpleasant. In fact, positive and proactive supervisors realize that their job is to
focus on controlling quality and keeping things headed toward organizational goals and
objectives. Success needs to be measured so deviations can be corrected. Effective supervisors
involve their employees in developing tools to assess quality and performance. By involving
employees, supervisors share the responsibility for control of their team. Ultimately, the
supervisor is responsible for the performance of them of his unit. However, the process of
involving team members makes assessing quality and performance and much more open and
positive experience.

Leader
A leader sets the tone for the organization, creates the vision, and inspires others to achieve.
Supervisors set the tone for their employees. This includes everything from attitude to behavior.
We have all heard the advice, “lead by example.” This is essential for supervisors because their
employees will look to them to establish moral and ethical values; create a positive, pleasant
work environment: communicate in a professional manner, and use technology appropriately
– all the while staying focused on organizational goals, production standards, and customer’s
needs.
Recruiter
Recruiters assist in identifying potential job candidates, screening applications, interviewing,
and hiring new employees. Supervisors are involved in many aspects of recruitment. In a small
business, the supervisor may handle all elements of recruiting – including advertising,
screening applications, interviewing, and hiring. In larger organizations, supervisors generally
partner with specialists in the human resource department to accomplish all of these tasks.

 Why Supervision in The Hospitality Industry Is So Important

Whether serving guests food and drink, manage a resort or interact with foreign travelers, the
hospitality industry keeps on our toes! Constantly thinking of new ways to ensure that people
buy into and enjoy the experience we are offering them is challenging and stimulating work
for any hospitality team. Hoteliers and industry professionals are trained to serve first and
foremost to create a memorable experience for each and every guest. Great service is the
cornerstone of this industry and the measure of your success. Being able to lead a team to
success through exceptional supervisory skills is what turns regular hospitality employees into
great leaders in our industry.

To get the right team

Teamwork is a priority in this industry to ensure the smooth running of all operational
requirements, so hospitality supervisors need to be excellent team players and great at nurturing
talent and training fellow employees along the way. Selecting and recruiting staff that show
talent and can be trained for skill is a great place to start. Developing, training and progressing
staff is the next step in ensuring your team maintain standards and improve them along the
way.

To manage team
Communication skills are a game changer. Not only should you be able to communicate with
guests appropriately, communicating with fellow workers, management and owners effectively
will set you apart from the rest. Respecting other people’s differences, searching for solutions,
and working with teams to effect change – they all start with the ability to be able to
communicate clearly and effectively.

Managing conflict and change

Conflict in the workplace is often disruptive and can become stressful for those involved and
those who are affected by someone else’s workplace conflict. Having a set of skills that can
address, empathies, manage and support conflict resolution in the workplace is critical to
ensuring that staff feel protected, understood and supported. Supervisors who are able to
mediate any differences with a positive and fair approach will find conflict resolution a little
less scary than others.

Managing time
Having the time to dedicate to your job, your team’s development and your own professional
growth is no easy task. Exceptional time management skills will set you apart as a leader and
create a working environment that is enjoyable and organized.

Conclusion
There is no chance to ignore a supervisor duty in hospitality industry. Success of hotel mostly
depend on pure duty of supervisor. If he/she not doing well then it’s means that workers are
not doing well. On the contrary if he/ she is doing well then workers will do better and
ultimately the business will be able to maintain their success ratio.

References:
1. https://books.google.com.bd/books?id=mhoPxkTp8i4C&printsec=frontcover&source=gbs_ge_summar
y_r&cad=0#v=onepage&q&f=false
2. http://journals.sagepub.com/doi/pdf/10.1177/1938965513511147