13 Questions
What is the primary role of a supervisor in the hospitality industry?
To act as the main link between the company's goals and the people who must accomplish those goals
What is the main difference between a traditional supervisor and an 'a ha!' supervisor?
Their ability to balance hard and soft skills
What is the outcome of combining hard issues with soft skills?
Low productivity
What is the primary focus of a supervisor with an 'Amazing Hospitality Attitude'?
Balancing their focus on both hard and soft skills
What is the main reason why supervisors are crucial to the success of an organization?
They are the main link between the company's goals and the people who must accomplish those goals
What do supervisors need to be able to identify in order to be successful?
Both the hard and soft issues
What is the underlying cause of most problems in the workplace, according to the 'a ha!' supervisor?
The soft issues
What skills are necessary for an ideal supervisor to effectively coach and improve people and systems?
Soft skills, hard skills
Who plays a crucial role in linking the company's goals to the people who must accomplish them?
Supervisors
What does an 'a ha!' supervisor primarily focus on to improve employee performance?
Dealing with the true causes of issues in the workplace
Which of the following best describes the approach of an 'a ha!' supervisor?
Saying 'let's go' instead of 'go'
Which statement does not reflect the behavior of an 'a ha!' supervisor?
An 'a ha!' supervisor instills fear in employees
What is the key to improving employee performance, according to an 'a ha!' supervisor?
Developing a positive attitude among employees
Study Notes
21st Century Supervisor
- A supervisor needs a combination of soft skills to improve people and hard skills to improve systems to be effective in the 21st century leadership style.
Soft Skills vs. Hard Skills
- Soft skills: improve people, essential for coaching and improving team members
- Hard skills: improve systems, focus on technical aspects of the job
- Formula for success: using the right skills to approach hard and soft issues
- Hard issues + soft skills = Low productivity
- Hard issues + hard skills = High productivity
- Soft issues + hard skills = Low unproductivity
- Soft issues + soft skills = High productivity
The Role of a Supervisor
- A supervisor's main role is to facilitate the process that keeps the business operating
- Key responsibilities: watching over the work of their team, offering guidance, and providing leadership in difficult times
- Decisions made by supervisors affect profits, attitudes, and morale
Traditional Supervisor vs. "A Ha!" Supervisor
- "A ha!" Supervisor: demonstrates a bottom-up approach to management, balancing focus on both soft and hard skills
- "A ha!" Supervisor understands that dealing with true causes of workplace issues often involves creating a positive environment and fostering self-esteem and teamwork
Why People Quit
- 4 main reasons: (no specific reasons given in the text, but implied that they are related to soft issues and lack of effective supervision)
Learn about the roles and skills required of a 21st century supervisor in the hospitality industry, and how they contribute to organizational success. Understand the differences between traditional and 'a ha!' supervisors and why people quit their jobs.
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