Who are you? Who am I, who am i? You are a supervisor? You are a shift leader?  When did you become a supervisor? On which occasion?  Do you see the differences between a supervisor and other employees?  What are difficulties you have to face in your job?  In what way you are assigned and supported by your head of department? Introduction  Supervisors are the people who execute and maintain organization’s standards. They are also the link between senior managers and staffs.  Supervisors not only monitor staffs’ performance but also are responsible for customers’ dissatisfaction and employees’ low spirits and productivity.  In summary, the supervisor is an important and difficult job. 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:  Explaining the role of a supervisor  Understanding the staff and have equivalent methods of supervision.  Effective communication  Showing leadership and team building skill  Training the staff effectively  Good skill of appraising staff Unit 1: Definition of a supervisor 1. The role of a supervisor  You directly manage a certain 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. How to support your staff?  You support your staff by: • Good planning • Good organizing .Clear orientations Listen, encourage, compliment, instruct, Resolve conflict, protect your team 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. [...]... and conditions of employment, local legislation, and company/hotel policies and procedures Summary of supervisor s roles 1 Lead and support members 2 Build team 3 Complete missions Lead and support members Build team Complete missions 2 Main factors of supervision a Know the duty well   If the supervisors don’t know their duty well, then the supervision is a vague concept Need a clear job description... workload, cooperate with your staff, plan duty roster  Avoid having staffs realize that they are strictly observed 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... 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 Sales Organisation Development Members in the team 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 ... 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 a supervisor? You are a shift leader?  When did you become a supervisor? On which occasion?  Do you see the differences between a supervisor. summary, the supervisor is an important and difficult job. Becoming a supervisor - getting a step on managing scale. What do you get when becoming a supervisor?