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Supervision in the Hospitality Industry
Fourth Edition
 by Jack E. Miller, John R. Walker, and Karen EichDrummond
Presented by Subroto Ghosh
 
Hospitality Supervisors:
Manage employees making products and/or performing services
Manage hourly employees (first-line supervisors)
 Are exempt from wage and hour laws
Often continue to work side-by-side with theemployees they supervise
 Are successful only to the degree their workers allowthem to be
T
ransparency 1-1
 
R
esponsibilities of the Supervisor 
T
o Customers
F
ulfill their needs and desires
Ensure employees positivelyrepresent the enterprise
Respond to customer complaints
T
o Employees
Create a positive workenvironment
Support and value employeeswho interact with customers
T
ransparency 1-2
T
o Owners
Make the enterprise profitable
Run it according to the owners¶ rules
Be sensitive to the owners¶ expectations
Supervisor
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