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CASE SCENARIOS IN HOSPITALITY SUPERVISION presents 75 vignettes depicting real-life managerial dilemmas, in the setting of the fictional Royal Hotel. The book focuses on scenarios that often happen to new managers, and particular emphasis is placed on sharpening critical thinking abilities and developing leadership skills. The cases are based on actual situations that the author personally encountered or that are problematic for the industry at large. Use this book to sharpen your management skills, as a management training resource or to supplement a hospitality curriculum.

Tabla de contenidos provista por Syndetics

• Preface(p. ix)
• Introduction(p. x)
• Matrix of Cases & Subjects(p. xii)
• The Royal Hotel(p. xiv)
• The Royal Hotel's Organizational Structure (Key Positions)(p. xvi)
• Dealing with Employee Problems and Problem Employees-A General Guideline(p. xviii)
• Part 1 Meeting Human Resources Requirements(p. 1)
• 1 The Organizational Chart(p. 2)
• 2 Red Flags(p. 4)
• 3 Candidate Screening(p. 9)
• 4 The "80" Percent Rule(p. 12)
• 5 The Left-Handed Server(p. 14)
• 6 The On-Line Dirt(p. 17)
• 7 Unexpected Interview(p. 19)
• 8 The Incomplete Schedule(p. 21)
• 9 The Bartender's Break(p. 24)
• Part 2 Building Your Leadership Credibility(p. 27)
• 10 Kitchen Camaraderie(p. 28)
• 11 Off The Record(p. 30)
• 12 Don't Shoot The Messenger(p. 32)
• 13 Passing The Buck(p. 34)
• 14 The Flashbacks(p. 36)
• 15 The Morning Fun(p. 40)
• 16 The Juice Squeezer(p. 41)
• 17 The Service Elevator(p. 43)
• 18 Claudia's Training Assignment(p. 46)
• 19 The Six Leadership Styles(p. 55)
• Part 3 Building And Managing Performance(p. 57)
• 20 Sorry, I Don't Drink!(p. 58)
• 21 The Chef's Expertise Is Beyond My Scope!(p. 60)
• 22 Tyler The Overnight Houseman(p. 62)
• 23 Gentle Hints(p. 64)
• 24 The Slacker(p. 66)
• 25 Yasmine's Appraisal(p. 69)
• Part 4 Encouraging Others(p. 75)
• 26 I Am Just a Part-Timer(p. 76)
• 27 Housekeeping Guest Satisfaction Scores(p. 78)
• 28 The Dead-Ender(p. 80)
• 29 Tainted Occupations(p. 82)
• 30 The GM's Morning Round(p. 84)
• 31 The Chef's Incentive Program(p. 89)
• Part 5 Dealing with Problem Behaviors(p. 91)
• A Behaviors Promoted by Passive/Defensive Cultures
• 32 Peter Is The Nicest Manager!(p. 96)
• 33 The "Invisible" Accounting Clerk(p. 98)
• 34 The Wishy-Washy Manager(p. 100)
• 35 I Was Just Kidding!(p. 102)
• 36 Did You Hear What Lori Did Last Night?(p. 104)
• 37 The Weak Link(p. 106)
• B Behaviors Promoted by Aggressive/Defensive Cultures
• 38 It Won't Work!(p. 110)
• 39 That's Just How The Chef Is!(p. 112)
• 40 The Expert(p. 114)
• 41 Jeff, You Test My Patience!(p. 116)
• 42 The Perfect Change of Lightbulbs(p. 118)
• 43 The "Bleeding Heart" of the Hotel(p. 120)
• 44 Breaking Down the Barriers(p. 122)
• Part 6 Taking Corrective Actions(p. 125)
• 45 Choosing The Right Level Of Discipline(p. 126)
• 46 Emily's Letters(p. 129)
• 47 Toby's Silence(p. 134)
• Part 7 When Employees Are Challenging Your Leadership(p. 137)
• 48 I Have Plans for Tonight(p. 138)
• 49 The Tipping Issue(p. 140)
• 50 That's Not My Job!(p. 142)
• 51 They Can Wait!(p. 144)
• 52 Barbara Is Going Over My Head(p. 146)
• 53 I Am Just Not Comfortable Talking to You!(p. 148)
• 54 I Don't Have Time to Talk to You(p. 150)
• 55 I Know My Stuff!(p. 152)
• 56 He Couldn't Find His Office Without a Map!(p. 154)
• Part 8 Relationship with Your Boss(p. 157)
• 57 My Way or the Highway(p. 158)
• 58 The Buffet Setup(p. 160)
• 59 Lipstick on the Glass(p. 162)
• 60 Alison, The Credit Manager(p. 164)
• 61 The New Table Pickup System(p. 167)
• 62 The Missing Cancellation Clause(p. 170)
• Part 9 Managing a Diverse Workforce(p. 173)
• 63 Why Diversity Matters(p. 174)
• 64 The Levels of Exclusion(p. 176)
• 65 Please Hire Him, He Is Like Me!(p. 180)
• 66 English Only(p. 182)
• 67 Can I Have Another Boss Please?(p. 184)
• 68 Can I Have Another Server Please?(p. 186)
• 69 The Cake Order(p. 188)
• 70 I Am Not Your Slave!(p. 190)
• 71 Name Calling(p. 192)
• 72 A Strong Accent(p. 194)
• 73 The Empty Conference Room(p. 196)
• 74 Special Skills(p. 198)
• 75 The Bamboo Ceiling(p. 200)

Notas de autor provistas por Syndetics

Dr. Peter Szende is a faculty member in the School of Hospitality Administration at Boston University. He has 25 years of hospitality management experience, including management training (with Movenpick in Switzerland and Accor in the UK); public relations management (with Hilton International in Hungary); banquet management and hotel management (with the InterContinental group in Hungary); and hotel and sales management (with an independent Chateau Hotel in France). For more than eight years, he was employed by Four Seasons Hotels Resorts and served in various food and beverage management positions in Toronto, Dallas, and Boston. Dr. Szende was born and raised in Budapest, Hungary. His education includes an undergraduate degree in Hotel Administration from the College of Commerce and Hotel Management in Budapest; a graduate degree in Tourism and a doctorate degree in Business Administration with an emphasis in Hotel Marketing from the University of Economic Sciences in Budapest; and a diploma in Hospitality Administration from the Centre International de Glion, in Switzerland.