Chapter 1: Supervison and the Management Process

Question 1

What is the definition of management

Answer 1

• The process of using what you have to do what you want to do
• “What you have” are resources such as: people, money, time, materials and equipments

Question 2

What are the goals for the organisation

Answer 2

• increasing profits/ lowering costs
• Defining and attaining quality and quantity standards for products & services
• maintaining a good pubic image
• providing professional development opportunities for staff members

Question 3

what are the three management levels

Answer 3

Top Management
- general Manager & Vice President

Middle Management
- Department heads

Supervisory Management
- department and area supervisors

Question 4

Key Management Principles

Answer 4

Concept of Authority
- managers must be able to give orders

Organisational hierarchy
- line of authority should run from top to lower levels

Unity of Command
- each employee should have one boss

Common good
- interests of the the organisation are more important than the interests of employees

Compensation
- fair wage, salary and benefits administrations plans must be used

Centralisation
- management processes must be centralised

Team spirit
- working together as a team

employee initiative
- employee must be given freedom to develop and implement plans

Question 5

Three basic management concepts

Answer 5

1. Authority
   the power that an organisation gives to a supervisor to do something or to get something done
   formal authority- position a person holds in the organisation
   informal authority - power you have because of your abilities and personal traits
2. Delegation
   assigning a task to someone
3. Responsibility
   accountable for the use of authority
   accepting responsibility that goes with your position

Question 6

Components/functions of management

Answer 6

1. Planning 
Strategic planning - activities are general and futuristic in nature, guiding the organisation towards desired state 
  • Vision statement 
  • Values statement 
  • Mission Statement 
  • Long range plan 
  • Business Plan 

Operational planning - activities are specific and usually cover a planning no more then one year
• Business Plan
• Marketing Plan
• Operations Budget

2. Organising
   Establishing the flow of authority and communication between people and organisational levels
   •Authority should flow in an unbroken line
   •Each employee must have one supervisor
   •Relationships between departments must be considered
   • Line managers
   • Similar activities to be grouped together to structure departments
3. Coordinating
   involves the ability to effectively use resources to attain the organisation’s objectives
   • supervisor must have authority to enforce assignments, commands and decisions
   • do your part to help coordinate the efforts of the organisation as a whole
   • executive committees (discuss organisation wide concerns )
4. Staffing
   recruiting applicants and hiring the best qualified
   • Job description
   • Job specifications
   • all sources of job applications should be considered
   • applications should be screened
   • job application forms should be used to collect information about applicants
5. Directing
   all activities necessary to oversee, motivate, train , evaluate and discipline employees

• carefully determine the number of employees each supervisor directs
• employees must know what they are expected to do
• delegation
• mesh organisational goals with some personal goals of employees
• motivate your employees

6. Controlling
   to ensure that you are attaining your objectives

• operational budgets
• preventative control are more effective then controls imposed after problems arise
• budget estimates and performance standards must be set to accomplish control
• control depends on setting intermediate deadlines or goals to know if you’re on track

7. Evaluating
   considering how well you and your employees achieved your objectives

• time to evaluate must be set aside regularly
• evaluation helps to establish new objectives
• helps in the assignment of organisational resources
useful to get input from guests and others outside the property

Question 7

What are the supervisors skills of effective skills?

Answer 7

1. Technical Skills
   skills needed to perform job effectively supervise the work of employees
2. Human Resources Skills
3. Conceptual Skills
   effective supervisors understand the impact of managerial decisions on their work and word of their employees

Question 8

Why do supervisors fail

Answer 8

• Unable to effectively manage and relate to their employees
• Character and personality shortcomings
• Inability to perform the basic management tasks

Question 9

Supervisory Responsibilities

Answer 9

1. Your Boss
2. Employees
3. Guests
4. The profession
5. Yourself

Question 10

The key to supervisory success

Answer 10

• Keep focused on the core responsibilities
• Be a good communicator
• Accept the duties and responsibilities of the jobs and put the good of the organisation first
• Withstand day-to-day pressures
• Have a good self image and positive personality, be enthusiastic and like to lead