Question 1 Choose a hotel department (for example: front of house, accommodation, kitchen, restaurant, etc). a) Identify the main issues that the supervisor would have to consider when planning for the German delegation’s visit. b) Discuss the main skills which the supervisor would need to demonstrate in order to make his/her department run smoothly during the visit. c) Analyse the motivation techniques which the supervisor could use to ensure the maximum performance of his/her team. Question 2 The hotel’s management are concerned that the required standard of service will not be met. Discuss the actions which the supervisor could take to address this situation. Recommend a course of action for the supervisor which would enable him/her to successfully make the required changes.
School of Accounting and Economics BA (Hons) Hospitality & Tourism Management (Singapore) HoSpiTAliTy SuperviSion And TrAining SkillS Module TSM09711 student study guide Hospitality Supervision and Training Skills STUDENT STUDY GUIDE Author: Pauline Gordon 2015 Edition Pauline Gordon School of Marketing, Tourism & Languages • Edinburgh Napier University First published by Edinburgh Napier University, Scotland © 2010, amended 2011, 2012, 2013 No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means – electronic, electrostatic, magnetic tape, mechanical, photocopying, recording or otherwise – without permission in writing from Edinburgh Napier University, 219 Colinton Road, Edinburgh, EH14 1DJ, Scotland. This Guide contains material from the CIPD Case Study Club, copyright CIPD 2006. Permission has been granted to use these materials for this module. No other copying, dissemination or publication of these case studies is permitted. Contents 1. Welcome to Hospitality Supervision and Training Skills 1 2. Further Reading and Other Resources 7 3. Overview of Lectures 9 4. Tutorial Guidance 13 5. Module Assessment 17 6. Assessment Guidance 29 1 Welcome to Hospitality Supervision & Training Skills Hospitality Supervision & Training Skills Student Study Guide Welcome to Hospitality Supervision & Training Skills Hello and welcome to the Hospitality and Training Skills Module. My name is Pauline Gordon and I am the module leader for this module. This module will be delivered by either me or another Edinburgh Napier lecturer, in partnership with a Local Tutor in Singapore. I have developed this student study guide to help you as you attend the lectures and tutorials in Singapore I have also drawn up the coursework assignments. The module will commence with 12 lectures delivered by me or another Napier lecturer. Thereafter, you will be supported in your studies by your Local Tutor, who will deliver the rest of the module. As you work through the module your Local Tutor will provide support for the material. If you have any queries as you work through this module you should direct these in the first instance to the Local Tutor or the local Programme Administrator (full contact details are provided in section 1.5). Wishing you good luck in your studies and I hope that you will enjoy this module. Pauline A Gordon School of Marketing, Tourism and Languages 1 2 Welcome to Hospitality Supervision & Training Skills Hospitality Supervision & Training Skills Student Study Guide 1.1 What is the module about? The module covers five topic areas: Introduction to the roles and responsibilities of the supervisor Managing yourself (time management, communication skills, critical thinking) Managing processes (planning and organisation, managing change) Managing people (leadership, motivation, team-working, managing conflict, discipline and grievance) Developing people (conducting appraisals, identifying development needs, coaching practical skills) After studying this module you should be able to: Identify the main roles of the supervisory management function. Demonstrate appropriate academic research skills. Evaluate the skills required to successfully manage organisational processes. Examine and critically analyse theories of managing people. Demonstrate your understanding of the skills involved in effective employee development. 1.2 Studying this module This student study guide has been written to support you as you attend the lectures and tutorials in Singapore. You will be supported in your studies by your Local Tutor. As you work through the module your Local Tutor will provide support. Therefore any questions should be raised at the weekly tutorials. Equally importantly, we expect you to make a contribution to the classes. Your contribution is important not just for your own learning, but provides stimulus for the learning for the whole group. In addition it provides ideas for the ongoing development of the module. Therefore we are all part of a team to ensure the successful delivery of the module. As regards the structure and content of this module there are a number of points that I would like to make. Firstly, this module is to be delivered in a teaching block of 12 hrs by me or a Napier lecturer. A copy of the slides which will be used during these lectures will be provided on Moodle. You will then be supported by the Local Tutor who will deliver the tutorials. An outline of the tutorial programme is given in Section 4. 3 Welcome to Hospitality Supervision & Training Skills Hospitality Supervision & Training Skills Student Study Guide 1.3 Assessment You will be assessed in this module by three pieces of coursework. Assessment 1 (Individual) Assessment 1 is an academic writing exercise and is worth 20% of the marks for the module. Full details can be found in section 5 of this Guide. Assessment 2 (Group) Assessment 2 is a written training plan plus a practical demonstration and is worth 30% of the marks for the module. Full details can be found in section 5 of this Guide. Assessment 3 (Individual) Assessment 3 is a case study exercise and is worth 50% of the marks for the module. Full details can be found in section 5 of this Guide. Note: Assessments 1 and 2 are combined to form the first assessment component. Assessment 3 forms the second component of assessment. You must achieve a minimum of 30% in each of the two components in order to pass the module. This means that your marks for 1, 2a or 2b can each be below 30%, but the overall average for the three assessments must be above that mark. Both the Edinburgh Napier lecturer and your local tutor will give you guidance on the completion of these assessments. 4 Welcome to Hospitality Supervision & Training Skills Hospitality Supervision & Training Skills Student Study Guide 1.4 Study Time From the beginning of each Module you will have 15 weeks in which to study the subject matter, attend lectures and tutorials and prepare your assignments. At the beginning it is normal to feel that both the assignment submission dates are far away – however this can be a trap for the unsuspecting student! The key to managing your time is to keep constantly monitoring where in the Module text you should be and where you actually are. If you feel you are slipping behind you need to try first to work out the cause and second to resolve whatever it is that is keeping you behind. If necessary speak to your Local Tutor if you think you have reached an unrecoverable point in your studies. It is always better to raise such problems with the programme team than to just ‘hope’ you can catch up. As a help to your own time management we have provided a suggested study schedule for you. Try to keep to this and, as explained above, monitor where you actually are against the schedule. You can think of the schedule as merely a ‘ready reckoner’ for you to judge how well you are keeping to the pace of the Module and hopefully it will be of help to you in your own study planning. The schedule is based on Weeks of Study: The next page contains a schedule, which includes when you should have completed different parts of the Module. Make sure you insert the dates in column 1 when you receive the module timetable, because we all easily forget exactly ‘what week is this?’ In the third column you will see three ‘outcomes’ – fully achieved, partly achieved and not achieved. It is in your interest to TICK the relevant box honestly and to reflect on how you might ‘correct’ the situation if it needs correcting. In column 2 the Topic number is listed along with any other key information such as coursework due, revision lectures and examination weeks. Finally, you might consider putting the schedule on your study room wall – just to remind you of your progress and key dates. 5 Welcome to Hospitality Supervision & Training Skills Hospitality Supervision & Training Skills Student Study Guide Hospitality Supervision and Training Skills SUGGESTED STUDY SCHEDULE & KEY DATES WEEK NUMBER (DATE) UNIT NUMBER ACHIEVED? INSERT THE DATES FULLY PARTLY NOT 1 __ ________ ____ INTRODUCTION Lecture (Topic 1) Tutorials (Topics 1& 2) 2__ ________ ____ Lectures – Topics 2 & 3 3__ ________ ____ Lecture – Topic 4 Tutorial – Topic 3 4__ ________ ____ Lecture – Topic 5 Tutorial – Topic 4 5__ ________ ____ Lecture – Topic 6 Tutorial – Topic 5 6 __ ________ ____ Lecture – Topic 7 Tutorial – Topic 6 7 __ ________ ____ Lecture – Topic 8 Tutorial – Topic7 ASSESSMENT 1 8__ ________ ____ Lecture – Topic 9 Tutorial – Topic 8 9__ ________ ____ Lecture – Topic 10 Tutorial – Topic 9 ASSESSMENT 2 - WRITTEN 10__ ________ ____ Topic 11 lecture ASSESSMENT 2 - PRACTICAL 11 __ ________ ____ Topic 12 lecture ASSESSMENT 2 - PRACTICAL 12__ ________ ____ ASSESSMENT 2 - PRACTICAL 13__ ________ ____ ASSESSMENT 2 - PRACTICAL 14__ ________ ____ ASSESSMENT 2 – PRACTICAL (IF REQUIRED) 15__ ________ ____ ASSESSMENT 3 6 Welcome to Hospitality Supervision &