Supervision in the Hospitality Industry - Chapter 3


An operational plan for the income and the expenditure of money for a given period.

Contingency Plan

An alternative plan for use in case the original plan does not work out.

Critical Path

The least amount of time for the activities to occur.


Predicting what will happen in the future on the basis of data from the past and present.

Gantt Chart

A bar graph diagram showing the activity and the timing of each activity.

Management by Exception

Training employees so the supervisor needs only oversee that workers are meeting the standards and then deal with unexpected events that the standing plan doesn't cover.

Management by Goals (MBG)

Employees jointly set goals for their departments and then plan strategies to meet or exceed the goals.


Putting together the money, personnel, equipment, materials, and the methods for maximum efficiency to meet the enterprise's goals.


Looking ahead to chart the best course of future action.

Program Evaluation and Review Techniques (PERT)

A diagram of sequence of activities to complete a project.

Resistance to Change

A reaction by workers to changes in their work environment that may be accompanied by feelings of anxiety, insecurity, or loss.


A degree of uncertainty about what will happen in the future

Single-Use Plan

A plan developed for a single occasion or purpose

Span of Control

The number of employees that a manager supervises directly.

Standing Plans

An established routine, formula, or set of procedures used in a recurring situation.

Strategic Planning

Long-range planning to set organizational goals, objectives, and policies and to determine strategies, tactics, and programs for achieving them.

Unity of Command

The organizational principle that each person should only have one boss.

List 5 qualities of a good plan:

1. define the purpose or the problem and set objectives (provides a workable solution and meets the stated objectives)
2. collect and evaluated data relevant to forecasting the future (is comprehensive)
3. develop possible courses of action ( minimizes th

Give 5 examples of a standing plan:

1.Daily reports showing house count, income, meals served, rooms made up and so on.
2. Procedures manual
3. A menu- it outlines the food to be prepared for a given meal
4. A recipe
5. A budget

A budget is a type of what kind of plan

single-use plan

List 5 steps in planning for change:

1.The first step is to define your problem and set your goals.
2. The second step is to gather the data from the past, present, and probable future in order to forecast what alternatives are most likely to succeed and to reduce the risks.
3. The third ste

As a supervisor:

* you need to plan what is done
*organize how it is to be done (this includes coordinating and staffing)
*direct the work that is to be done
*control or evaluate what has been done.

What are the various levels of planning:

strategic planning (long-range planning) to short-term planning.

You can reduce risk when planning repetitive work by:

1. having a contingency plan
2. consulting people who have more experience than you do
3. keeping records that add to your data for forecasting

A standing plan -

is an established routine or formula or set of procedures designed to be used in recurring or repetitive situations. Examples include policies and procedures.

How to help employees overcome the resistance to change:

1. reduce their fear and uncertainty with facts
2. encourage open discussion
3. provide understanding
4. provide support
5. involve them in the planning and carrying out of the change

To make good use of your time:

*eliminate time-wasters
*set priorities
*use a planning calendar
* set aside regular periods of time without interruption for interviews, and to initiate long-range solutions to time problems

Organizing is

setting everything up to run efficiently

What are the three steps to organizing

Step 1 - find what you need to do your job
Step 2 - find where poor organization is causing problems, such as chain of command, job content and procedures, training and evaluation and controls or standing plans.
Step 3 - plan what you will do to improve t

What are the 5 key ingredients to an (MBG) Management by Goals program?

1.Goal specificity - goals should be specific and measurable
2.Participation - participation makes for synergy of effort that motivates all to achieve their goals
3.Time Limits - Each goal should have a precise time limit for when it is to be accomplished