ACO402/FOF502 – Front Office supervisory skills Trimester 2 2015 ACO402/FOF502 – Front Office supervisory skills

Major sections in the front Office HOTEL ORGANIZATION Organization of the following: Full Service Hotel Rooms Division Major sections in the front Office

Communication & Guest Service There are three[3] different types of communication: Downward communication Refers to the passage of information from an organization’s higher levels to its lower levels

Communication & Guest Service Upward Communication Refers to the passage of information from an organization’s lower levels to its higher levels Lateral Communication Refers to the passage of information between peers, or members of the same level.

Communication For communication purposes, it may be useful to envision various levels of management and employees joined together in a network of linking pins. The line employee , for instance, is linked to the department head through the supervisor, while the department head serves as a linking pin between supervisor and the division head. Peers across the organization are linked to each other. As a supervisor, then, you play an important role which links line employees and upper management – and which links you to the organization’s other supervisors. These links are strengthen through good communication, or weakened if communication is poor. THE MORE EFFECTIVE YOU COMMUNICATE, THE BETTER YOU WILL PERFORM YOUR JOB

Linking pin Relationship with his Superior THE SUPERVISOR Relationship with his peers Relationship with his Guests Relationship with his staff

What Superior expects from the supervisor Be respectful, Co –operative and Loyal Be responsible and reliable Get the work done through staff members Look after the interst s of the hotel Keep the boss informed about any problems and recommend solutions Make sure the guests are satisfied Make sure that standards are maintained

What Peers expect from the supervisor Respect them as fellow professionals Understand problems they have in their jobs Be honest and helpful to each other Share advice, feedback and information Co – operate to achieve common goals Back them up when dealing with their staff

What guests expect from the supervisor Make them feel welcome Make them feel important Provide them with friendly caring and courteous service Give them value for money Make helpful suggestions about what to do or buy Listen carefully to their problems and take action to help Help them to understand local and traditions and customs

What staff expect from the supervisor Get to know them and respect them as individual Human Beings. Understand and help them satisfy their needs. Set an example and be a leader that they can respect. Back them up when they are doing their best. Listen to their opinions and represent them to top management

What staff expect from the supervisor Make sure that they are properly equipped and trained to do the job with confidence Give feedback, praise or helpful comments about their work Be fair, firm and consistent in all things.

Eight[8] key tasks of a supervisor Planning – Making a plan of action in advance so what we want to happen, does happen Organizing – Obtaining and sharing out the resources so that our plan can be put into action Controlling – Checking to make sure what we planned to happen does happen. If things do not go according to plan, we can bring them back into plan

Eight[8] key tasks of a supervisor Motivating – Providing physical or mental rewards to encourage staff to improve their enthusiasm and performance Training – Systematic instruction to provide staff with the knowledge and skills to do their jobs Communication – Giving and receiving information so that it is properly understood

Eight[8] key tasks of a supervisor Relationships –Working with other supervisors, departments, staff or managers to achieve a common goals Operations – In the hotel industry, this means all the things we do to provide food, drink, accommodation and entertainment to guests

Class activity Refer to the Case Study, read and answer the following questions