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Supervision in hospitality industry is a subject that helps aspiring hospitality supervisors hit the ground running with the skills. For example, in this subject, we will learn about the effective communication. This involves a study of the communication process and barriers to effective communication. It includes effective listening, speaking, and writing skills. Besides that, can improve and develop recruitment and selection skills through apply the techniques. It includes identifying sources of labor, using internal and external recruiting methods, enhancing interviewing skills, and working with human resources personnel. We will also learn about management skills, orienting and training skills, and other skills.
As a Hospitality Supervisor has to managing the resources of a lodging operation, so you must know and understand the basic principal of management and apply them in needs. The management process is important the same in any type of business and at all management level in an organization, even though the goals and the work environments of business differ. Generally, supervision focuses on directing the work of employees, directing is only one of the management tasks supervisors perform. Besides that, you must have most technical skills that are required for those you supervise. At least, you will be familiar with them.
Based on this assignment, I have to answer 2 questions. In first question, I have to list and explain about the managerial skills that essential to success at any level of management. In second question, I have to explain why communication is so important. At the same time, I also have to illustrate and explain the six elements that are involved in a successful communication.
Question 1: "There are some managerial skills that essential to success at any level of management."List and explain it.
Management is the process of getting thing done, effectively and efficiently, through and with other people. The term process in the definition of management represents the primary activities supervisor. It is also refers to the relationship between inputs and outputs. A manager is a person who manages, conducts, trains, manipulates, directs, deals, supervises, organizes and controls resources and expenditures of an organization. The responsibilities of manager are supervised and manage the overall performance of the staff in their own department. They have to analyzing, reporting, giving recommendations and developing strategies on how to improve the quality and quantity of an organization. The most important is help the organization achieve business and organization goals, visions and objectives. It also involved in employee selection, career development, succession planning and periodic training. Profits for a company is very important, so they are also responsible for the growth and increase in the organizations' finances and earning. They have to indentifying the problem when face the idiopathic event happened; thus, create choices and providing alternatives courses of actions.
There are some managerial skills that essential to success at any level of management. First managerial skill is interpersonal relationship skill. It means that if you want cooperation from your team or your employees, you should pay attention. Giving empathy and respect the personal values should be practice all the time and share your opinions and ideas with the people you interact with. Listen carefully and give respond while the staff complains with you or tell you something. Besides that, always offer praises and encouragements when they make progress. By doing that you will enhance your staff esteem build trust and confidence. Once they feel confident, they will work hard and do the task with carefully. At the same time, they will also provide the best services to the customers. As the boss, you develop trust and confidence by your ability; resolve the problems and issues that you were facing will result in a productive, goal oriented work group. Not only that, you should encourage your staff to ask for help if needed, get involved and participate to the project or task.
Second managerial skill is communication skill. Communication is perhaps the most important and most used of all skills in the hospitality and tourism industry because they will always deal with the customers. Communication is the process of exchanging information, so they can understand what the customers' wants and needs through communicate with each other. Information is conveyed as words, tone of voice, and body language. Normally, communication involves two or more people with a sender, receiver and a message. These are the elements of the basic communication theory. A manager is the middle person in between the top management level and the team that reports to her/him. That means he/she will pass the information from the director to the staff or from the staff to the director. So that, he/she has to make sure that communication is smooth and conveyed clearly. This is because want to avoid misinterpretations and dissatisfaction occur. For example, the staffs have a poor communication with the supervisor, so they always make the mistake that is why the communication is very important. It is very useful to develop your negotiation and customer service skills, especially if you deal with the customers.
Third managerial skill is leadership skill. Leadership is a critical management skill and it is the ability to motivate a group of people toward a common goal. These items will help you develop your skills as a leader. At the manager position entails to guide and give direction with clearly to the staff, only then they can perform effectively and would not misunderstand and make the mistake. Normally, an organization will offer the job coaching, training and support to the staff, thus, manager or supervisor will responsible to guide them during the training. During training, manager or supervisor may teach them how to perform well, what they are supposed to be doing, and others. They may need extra input, information or skills in order for individuals to meet the needs and objectives. The performance of your staff is depends on your abilities to empower them; and how well a person performs is depends on their own motivation, for example, have to teach staffs the way how to do already but they did not seriously learn, so cannot perform well. As the manager or supervisor, you have to encourage and coach the staffs to improve themselves and the quality of their work. Besides that, you also need to instill in them the desire to excel and accept responsibility and self management. The following managerial skill is technical skill. Technical skill is the knowledge and proficiencies required in the accomplishment of engineering, scientific, or any specific task. This is the most fundamental type of skills one must have to achieve in life. It including the technical skills required of life in general, such as cleaning, cooking, planning, and others, as well as the very specific technical skills required of your specific job. It is very useful to you as a supervisor because an ability to do the task of the people you supervise. For example, even though you may not be able to make the chocolate cake or operate a hotel telephone system, but you should know what these tasks involve and in a general way know how they are carried out. The most important for your technical skills is giving you credibility with your staffs. If they know that you have some competence in the work you supervise, then they will be more ready to accept and respect you. That is why many supervisors pick up these skills from their staffs on the job.
The last managerial skill is personal skills and qualities. In order to managing others, managers or supervisors must be able to manage themselves. Awareness and practice also can be developed through this skill. That is mean doing your best no matter what you have to cope with. You should be always remembering that you cannot direct others effectively if you cannot handle yourself. This is because others would not respect and agree with you if you did not do your part. Besides that, managing yourself also means thinking positively and be an opportunity thinkers and not an obstacle thinkers. What is the different between opportunity thinkers and obstacle thinkers? The different is the former is concentrate on constructive ways of dealing with the circumstances, while the latter is focus on why the situation is impossible and retreat. Therefore, work on being an opportunity thinker, learn from the mistakes that you was made and do not make yourself miserable. In addition, you need to build a good, strong self-image. You have to know yourself very well, it is including your strengths and weaknesses, to work out your personal goals and values as they carry out to your work.
Question 2: Why communication is so important? Explain. Illustrate and explain 'What are the six elements that are involved in a successful communication.'
Importance of communications
Communications is the general term that sums up the sending and receiving of messages to the sender and receiver. It is the most important and most used of all skills in the hospitality and tourism industry because they will meet the customers all the times. It is also known as the process of exchanging information. Information can be conveyed as the words, tone of voice, and body language. Types of communication can involve a variety of forms, including (a) verbal, (b) nonverbal, (c) written, (d) representative visual, and (e) representative aural.
Communication is so important because as a manager or supervisor can direct the work of their subordinates, give instruction and assign tasks to their staffs, such as who will do this, who will do that, how they will do it, when it must be done and others. They will provide information to their staffs need to do their jobs, like who is on duty, which is off, what room the banquet is in, how many people are guaranteed for this banquet and others. They will train their staffs through communicate to them and tell them how to do their jobs required. After that, they will give feedback on how well or how poorly staffs are doing in order for recruit and interview, hire and fire. They discipline and tell staffs what they are doing wrong, then correct them and also teach them how to do it right together with tell them what will happen if they do not shape up. As a good supervisor, he/she will also talk to their staffs informally to build working relationships, a positive climate, and a sense of belonging.
It is very essential to you to get the things done. Therefore, if you want to get the things done then you should be make sure your message had been sent that is clearly and explicitly, and ensure that the meaning gets through. Most important is making sure your message had been sent is understood and accepted, only then can get the things done.
Normally, the trouble is created by the messages that are garbled or misinterpreted or stalled along the way. Once the trouble was made, they will waste time, waste labor and waste materials. For example, have 100 chickens in the kitchen, chef supposed to be cook 50 roster chickens, thus, chef ask the staffs to cook the roster chicken but chef did not communicate well with their staffs, so the staffs cook all the chickens. It will cause waste time, waste labor and waste materials. It may also causes crises, gaps in service, poor performance and higher costs. Lingering resentment and antagonism and cause low morale and high employee turnover is build by poor communication which is habitual on the supervisor's part.
On the other hands, listening is probably the most neglected of communication skills. In addition, it is often hard to find time to listen in the hospitality industry. It is very important to take that listening time with two kinds of people, which are the staffs you supervise and the customers you serve. The work whether success or not is depends on the staffs, while the enterprise whether success or not is depends on the customers.
The people you supervise want you to listen for many reasons because sometime they have been wronged, so they would like to clarify. They will also want to give you their ideas and information for try to suggest you the way how to resolve the problem or how to improve the quality. Besides that, they also want you to do something when problems occur. They want to vent their anger and frustration when they have been scolded by the customers. By doing that is because they are human beings and they need to relate to people, so they want you to listen. If you want to keep the good human relation with your staffs, then you need to listen for listening sake. Listening to customers is important for similar reasons. Usually the customers will talk to you is because they want to complaining about something to you and give you suggestion and also let you know what they thinking about.
Six elements in the communication process
The following are six elements that are involved in a successful communication:
3.Transmits message (tells or write/sends)
1.Think meaning of message
2.Expresses meaning in words, symbols
4.Receives message (hears or reads)
5.Translate words, symbols
6.Understands and accepts meaning
The communication process consists of a message being sent and received. Communication also can best be summarized as the transmission of a message from a sender to receiver in an understand manner. At the sender position, think meaning of message means that the sender has something to tell someone about an idea in his mind that he needs to communicate with others people. For expresses meaning in words, symbols means that the sender knows what he mean but he cannot transmit his meaning directly to others people, therefore he put his meaning into words or symbols of his meaning and sends the message by speaking the words to other peoples or writing out the message. It is also known as transmits message. While at the receiver position, receives messages means that while the receivers receive the messages by hearing or reading the words, the symbols of the sender's messages meaning. Translates words, symbols are the receiver must be translate or interpret the words in order to understand what the sender meant and what the sender supposed to be tell. Receiving, translating, and understanding are the receiver part of this communication. These six process happen almost simultaneously in spoken messages, from the beginning the messages is influenced by sender's personality, it is including his background, education, emotions, attitudes towards the receiver, and so on.
Managerial skill is very important to the management level. The management whether success or not it is depends on the skill was apply by the manager or supervisor to their jobs. There some managerial skills essential to success at any level of management, it is including interpersonal relationship skill, communication skill, leadership skill, technical skill, and personal skills and qualities. Interpersonal relationship skill is to keep good relationship with your staffs; you have to respect them, listen to them, and share your experience to them to make closer between you and staffs. While communication skill is the most important and most used of all skills. Through the communication just can know what they want and what they need. It can make misunderstanding if in poor communication. For the leader skills, it can help you develop your skills as a leader. As a leader, you have to guide and give direction to the staffs, only then they can perform effectively. Technical skill is the most fundamental type of skills one must have to achieve in life. Example of technical skills required of life in general is cleaning, cooking, planning, and others. And the last skill is the personal skills and qualities. Managers or supervisors must be able to manage themselves then only can managing other peoples. Managing yourself also means thinking positively and be an opportunity thinker and not an obstacle thinker is also important.
Communication is the general term that sums up the sending and receiving of messages to the sender and receiver. It is most important and most used of all skills in the hospitality and tourism industry. It is very important because sender and receiver can know what each other thinking about and would not misunderstand. In the communication process consists of six elements. It including think meaning of message, expresses meaning in words and symbols, transmits message (tells or writes/sends), receives messages (hears or reads), translates words and symbols, and understands and accepts meaning.
Supervision in the Hospitality Industry, Second Edition, Jack E. Miller, F.M.P, Mary Porter, Karen Eich Drummond, F.M.P, 1992.