Supervision in the Hospitality Industry: Leading Human Resources / Edition 6

Hardcover (Print)
Rent from
(Save 67%)
Est. Return Date: 07/27/2015
Buy Used
Buy Used from
(Save 41%)
Item is in good condition but packaging may have signs of shelf wear/aging or torn packaging.
Condition: Used – Good details
Used and New from Other Sellers
Used and New from Other Sellers
from $1.99
Usually ships in 1-2 business days
(Save 98%)
Other sellers (Hardcover)
  • All (27) from $1.99   
  • New (2) from $50.00   
  • Used (25) from $1.99   
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any coupons and promotions
Seller since 2015

Feedback rating:



New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

Brand new.

Ships from: acton, MA

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
Seller since 2005

Feedback rating:


Condition: New
Hoboken, NJ 2009 Hard cover 6th edition. ISBN 9780470077832 New in new dust jacket. NEW, 6th edition. ISBN 9780470077832 Glued binding. Paper over boards. 496 p. Contains: ... Unspecified, Illustrations, black & white, Figures. Audience: General/trade. NEW, 6th edition. ISBN 9780470077832 Read more Show Less

Ships from: San Marino, CA

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
Page 1 of 1
Showing All
Sort by


Human resources are led, not managed. Supervision in the Hospitality Industry: Leading Human Resources, Sixth Edition is about leading the people who cook, serve, tend bar, check guests in and out, carry bags, clean rooms, mop floors—the people on whom success or failure of every hospitality enterprise depends. It is a book about first-line supervision, written especially for the beginning leader, newly promoted supervisor, or anyone planning a career in the hospitality field. Even experienced managers will find if full of useful ideas and insights. Revised and updated to include increased coverage of contemporary diversity initiatives, with information on recruitment and retention, and additional profiles of individuals and companies, Supervision in the Hospitality Industry provides a basic understanding of a leader's role and responsibilities applied to the hospitality industry.
Read More Show Less

Product Details

  • ISBN-13: 9780470077832
  • Publisher: Wiley, John & Sons, Incorporated
  • Publication date: 1/9/2009
  • Edition description: Older Edition
  • Edition number: 6
  • Pages: 512
  • Product dimensions: 7.60 (w) x 9.30 (h) x 1.20 (d)

Table of Contents



Chapter 1: Leading Human Resources.

The Practice of Leading Human Resources.

The Importance of Leading Human Resources.

The Human Resources Department.


The Challenge of Leading Human Resources.

Leaders, Supervisors, and Associates.

Characteristics of Leaders.

The Nature of Leadership.

Leadership Styles.

The Old-Style Boss.

Theory X and Theory Y.

Situational Leadership.

Transactional Leadership.

Transformational Leadership.

Practices of Leaders.


Developing Your Own Style.


The Leader as Mentor.

Chapter 2: Equal Opportunity Laws and Diversity.

Equal Opportunity.

EEO and Diversity.


Equal Employment Opportunity Laws.

EEO Laws and the Hiring Process.

Equal Opportunity in the Workplace: What Leaders Need To Know.

Q & A: Race, Ethnicity, Color"What Practices Are Discriminatory".



Why Does Cultural Diversity Matter?.

Developing Cross-Cultural Interaction.

How to Increase Personal Awareness.

Learning About Other Cultures.

How to Recognize and Practice Cross-Cultural Interaction.

The Value of Cultural Diversity.

Leading Cultural Diversity in the Workplace.

Establishing a Diversity and Inclusion Program.

Leading Diversity Issues Positively.

General Guidelines.

Gender Issues.

Cultural Issues.

Religious Issues.

Age Issues.

Physically and or Mentally Challenged Issues.

Chapter 3: Human Resources Planning, Job Analysis, Job Description, and Organizing.

The Nature of Human Resource Planning.

Levels of Planning.

The Planning Process.

Goals and Goal Setting.

SWOT Analysis.


The Risk Factor.

Qualities of a Good Plan.

Types of Plans and Planning.

Standing Plans.

Single-Use Plans.

Day-by-Day Planning.


Planning for Change.

How Associates Respond to Change.

How to Deal with Resistance.

Example of Planning for Change.

Planning Your Own Time.

Job Descriptions.

Job Analysis.

The Uses of Job Analysis.

Job Description.

Other Parts of the Job Description.

Organizing for Success.


Chapter 4: Sourcing: Recruitment, Selection, and Orientation.

The Labor Market.

Jobs To Be Filled.

Days and Hours of Work.

Sources of Employees.

Characteristics of Your Labor Area.

Determining Labor Needs.

Defining Job Qualifications.

Forecasting Staffing Needs.

Training Versus Buying Skills.


General Recruiting Principles.

On-Line Applicants and Selection Tests.

Internal Recruiting.

External Recruiting.

Evaluating Your Recruiting.

Selecting the Right Person.

Application Form.

The Interview.


Reference Check.

Making the Choice.

Making the Offer.

Negligent Hiring.


Creating a Positive Response.

Communicating the Necessary Information.

Chapter 5: Compensation and Benefits.

Compensation Programs.

Compensation Philosophy.

Compensation Leadership.

Compensation Goals and Strategies.

Labor Market Conditions.

Legislation and Legal Issues of Compensation.

Developing a Compensation Plan.

Establishing Pay Rates.

Establish Pay Grades.

Pay for Performance.


Profit-Sharing Plans.

Cost of Living Adjustments.

Tipping and Service Charges.

Employee Benefit Programs.

Employee Benefits Required by Law.

Voluntary Benefits.

Health Insurance Plans.

Retirement Benefits.

Defined Benefit Plans.

Defined Contributions Plan.

Employee Stock Ownership Plans.

Life Insurance.

Long-Term Disability Insurance.

Paid Time Off.

Short-Term Disability Insurance.

Employee Services.

Cost of Benefits.


Chapter 6: Motivation.

Employee Expectations and Needs.

Your Experience and Technical Skills.

The Way You Behave as a Leader.

Communication Between Leader and Employees.

Unwritten Rules and Customs.

Person-to-Person Relationships.


Theories of Motivation.

Motivation Through Fear.

Carrot-and-Stick Method.

Economic Person Theory.

Human Relations Theory.

Maslow’s Hierarchy of Needs.

Theory Y and Motivation.

Herzberg’s Motivation-Hygiene Theory.

Behavior Modification.

Reinforcement and Expectancy Theory.

Applying Theory to Reality: Limiting Factors.

Building a Positive Work Climate.

Focus: The Individual.

Motivational Methods.

Leading Energy.

Dealing with Security Needs.

Dealing with Social Needs.

Rewarding Your Employees.

Developing Your Employees.

Focus: The Job--Providing an Attractive Job Environment.

Putting the Right Person in the Right Job.

Making the Job Interesting and Challenging.

Focus: The Leader.

Setting a Good Example.

Establishing a Climate of Honesty.

Chapter 7: Teamwork, Teambuilding, and Coaching.

What Is a Team?.

Working Together.

Cohesive Teams.

Leading a Kitchen Team.

Leading a Restaurant Shift.

Three Ways to Influence an Informal Team.

Building Teams.

Turning Groups into Teams.

Creating Successful Teams.

Characteristics of Successful Teams.

Total Quality Management.

How To Install a TQM Process.


Team Challenges.


Chapter 8: Employee Training and Development.

Importance of Training.

Need for Training.

Benefits of Training.

Problems in Training.

Who Will Do the Training?.

How Employees Learn Best.

Developing a Job-Training Program.

Establishing Plan Content.

Developing a Unit Training Plan.

Moving from Plan to Action.

Job Instruction Training.


Overcoming Obstacles to Learning.

Turnover and Retention.

Chapter 9: Performance Leadership.

Performance Standards.

Uses of the Job Description.

What a Good Performance Standard System Can Do.

In Recruiting and Hiring.

In Training.

In Evaluating Performance.

In Your Job and Your Career.

Setting Up a Performance Standard System.

Defining the Purpose and Analyzing the Job.

Writing the Performance Standards.

Developing Standard Procedures.

Training Associates To Meet the Performance Standards.

Evaluating On-the-Job Performance.

Implementing a Performance Standard System.

How To Make a Performance Standard System Pay Off.

How a Performance Standard System Can Fail.

Essentials of Performance Evaluation.

Purpose and Benefits.

Steps in the Process.

Making the Evaluation.

Performance Dimensions.

Performance Standards.

Performance Ratings.

Pitfalls in Rating Employee Performance.

Employee Self-Appraisal.

The Appraisal Interview.

Planning the Interview.

Conducting the Interview.

Common Mistakes in Appraisal Interviews.


Legal Aspects of Performance Evaluation.


Chapter 10: Discipline and Employee Assistance Programs.

Essentials of Discipline.

Approaches to Discipline.

Negative Approach.

Positive Approach.

Advantages of the Positive Approach.

Shifting from Negative to Positive Discipline.

Administering Discipline.

Adapting Discipline to the Situation.

Some Mistakes To Avoid.

Taking the Essential Steps.


Salvage or Terminate?.

Just-Cause Terminations.

The Termination Interview.

Employee Assistance Programs.

How To Make EAPs Work.

The Leaders Key Role.

Chapter 11: Health and Safety.

Legal and Government Regulation of Safety and Health Practices.

Occupational Safety and Health Administration.

Hazard Communication Standard.

Americans with Disabilities Act.

Workplace Injuries and Diseases/Illness.

Workers’ Compensation.


Employee Safety.

Sexual Harassment.

Other Forms of Harassment.

Substance Abuse.

Guest Safety.

Security Concerns.

AIDS and the Hospitality Worker.


Chapter 12: Conflict Management, Resolution, and Prevention.

What Is Conflict?.

The Main "Ingredients" of Conflict.

Common Causes of Conflict in the Workplace.

Conflict Management.

Conflict Resolution, How to Handle Conflict.

Alternative Dispute Resolution.

Conflict Prevention.

Chapter 13: Communicating and Delegating.

Good Communications and Their Importance.

Types of Communication.

The Communication Process.

Why Communication Is so Important.

Obstacles to Good Communication.

How the Communicators Affect the Message.

How Symbols Can Obscure the Meaning.

Problems in Sending the Message.

Problems in Receiving the Meaning.

Removing Obstacles to Communication.


Bad Listening Practices.

How To Listen.

Sending Clear Messages.

Getting Your Messages Accepted.

Making a Positive Impact.

Emotional Intelligence.

Giving Instructions.

Computer and Telephone-Aided Communications.

Business Writing.



What Delegation Means.

Essentials of Delegation.

Benefits of Delegation.

Why People Resist Delegation.

Why Leaders Have Trouble Delegating.

Why Some Associates Won’t Accept Responsibility.

How to Delegate Successfully.

Conditions for Success.

Steps in Delegation.

Adapting Delegation To Your Situation.

Chapter 14: Decision Making and Control.

Decision Making.

Elements in a Managerial Decision.

Approaches to Decision Making.

Rational Versus Emotional Decision Making.

Kinds of Decisions.

How to Make Good Decisions.

Defining the Problem.

Analyzing the Problem.

Developing Alternative Solutions.

Deciding on the Best Solution.

Action and Follow-Up.

Problem Solving.

Pattern for Solving Problems.

Problem-Solving Example.

Participative Problem Solving.

Solving People Problems.

Win-Win Problem Solving.

Building Decision-Making Skills.




Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star


4 Star


3 Star


2 Star


1 Star


Your Rating:

Your Name: Create a Pen Name or

Barnes & Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation


  • - By submitting a review, you grant to Barnes & and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Terms of Use.
  • - Barnes & reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)