1何为主管并成功U As A Supervisor.ppt

1、toHospitality SupervisionYou As A Supervisor欢迎参加主管人员的培训,SSB will help us 主管技能培训能够帮助我们:,Do your job better 更好地完成工作 Build confidence and self-esteem 增强自信自尊 Gain respect 获得尊重 Improve your earning power 改善挣钱能力 Solve everyday workplace problems 解决日常难题 Learn more about hospitality industry 增加酒店理解 Understa

2、nd your management responsibilities 掌握管理职责,After this module, you will be able to 本章培训结束之后你将能够：,Explain the importance and responsibilities of a supervisor 解释酒店主管的重要性和职责 Identify the functions of management & understand how they fit into your job 明确各种管理功能并了解它们在你的工作中的体现,Explain the skills on how to d

3、eal with your boss, staff and other supervisors more effectively 解释并能够通过角色扮演表现出如何更好的与上司，员工和其他主管的沟通, Explain how appearance, manners, ethics and self-esteem affect your job performance & that of your staff 理解仪容仪表，道德自信如何影响你和你员工的表现,Lesson Outline 课程概要,Skills for effective supervision 有效管理的技能 Responsibi

4、lities of supervisors 主管的责任 The management process 管理的过程 Supervisor Action Oriented 主管的行动导向 Keys to supervisory success 主管成功的关键,IN THE HOSPITALITY INDUSTRY the term SUPERVISOR generally refers to someone who manages Entry-level or other employees who do not have Supervisory responsibilities. 在酒店行业的所

5、谓主管 主要是指 那些负责管理刚入行的员工 或管理那些没有主管责任的员工,SUPERVISORS ARE MADE, NOT BORN. 主管 不是天生的 而是培养出来的,Demands on the Supervisor 对于主管的要求,SUPERVISOR 主 管,Employees 员 工,Higher Management Levels 高级管理层,Guests 客人,Union 协会,Governmental Agencies 政府机关,Personnel 人事 Accounting 财务 Purchasing 采购 Other Staff Departments 其它部门,Resp

6、onsibilities of supervisors主管的责任,To Bosses 对上司 To Staff 对员工 3. To Supervisors 对主管 4. To Guests 对客人,Tips for new supervisors给新主管的建议,Recognize that you cant control actions of others 认识到你不能控制别人的行为 2. Learn from your mistakes and forgive yourself 从错误中吸取教训，并原谅自己 3. Be realistic about your own strengths

7、and abilities 现实地对待自己的长处与能力 4. Its impossible to make everyone like you 不可能让每个人都喜欢你 Instead of trying to work within your limitations, try to discover ways to break out of those limitations. 扬长避短，摆脱局限,The Management Process 管理的过程,Planning 计划,Organizing 组织 Coordinating 协调 Staffing人员配备,Directing 指导 Co

8、ntrolling 控制,Evaluating 评估,Change in Procedures 程序的改变,Revision in Plans 修正计划,Skills for Effective Supervision 有效管理的技能,Technical Skills 技术上的技能 Human Relations 人际关系上的技能 Conceptual Skills Decision Making 观念上的技能 决策,TT,Skills needed需要的技能 Top高层 Management管理 Middle 中层 Management管理 Supervisory主管层 Management

9、管理,CONCEPTUAL 观念性的,HUMAN 人 力的,TECHNICAL 技术性的,Planning 计划,What are the objectives? 目标是什么？ How can I reach the objectives? 如何达到目标? What are the available resources? 现有资源是什么？,Organizing 组织,What needs to be done? 需要做什么？ Who would do it best? 谁做得好？ 3. How will he or she be trained? 如何培训他/她?,Coordinating

10、协调,Principles of coordinating include the following: 协调的原则包括如下方面： Supervisors must have the authority to enforce assignments, commands and decisions. 主管一定要有执行任务，命令与决定的威信 Communicating and cooperating with other areas and departments. 与其它区域及部门沟通并合作,Directing/Leading领导,Overseeing 监督 Motivating 激励 Eval

11、uating 评估 Disciplining 纪律,Controlling控制,You review the standards for your department as set by management 检查管理层制定的本部门标准 You gather information about present performance in your department 收集本部门目前运做情况的资料 You compare the performance with the standards 对比目前运做情况与标准 4. You take corrective action when the

12、 standards are not met未达标时，采取纠正措施。,Working with your boss与上司共事,Dont accuse 切勿指责 Be specific 要具体 Dont make problem bigger 不要扩大问题,老板绝对不会有错 如果发现老板有错，一定是我看错 如果我没看错，一定是因为我的错才害老板犯错 如果是他自己的错，只要他不认错，那就是我的错 如果老板不认错，我还坚持他有错，那就是我的错 总之，老板绝对不会错，这句话绝对不会错,不够服从老板的6大守则（对老板的支持态度）,主动报告进度 让上司知道 对上司有问必答 让上司放心 了解上司的言语 让上

13、司放松 接受批评，不犯两次过错 让上司省事 不忙时，帮助他人 让上司有效 毫无怨言接受任务 让上司圆满 对自己的业务，主动提出改善计划 让上司进步,上司怎么看你,Working with your employees与下属员工共事,Nice guy “好好先生” Cattle Prod “赶牛棒” Friendly, fair, and firm “友好，公平，坚定”,Effects of ethics 道德的影响,Ethics affect profits 道德影响利润 2. Ethics affect your self-esteem and job performance 道德影响你的自

14、尊和工作表现 Ethics affect those around you 道德影响你周围的人,Why Supervisors Fail 主管为什么会失败,DISCUSSION 讨论,Why Supervisors Fail 主管为什么会失败,Relationship with others 人际关系 Supervisors also fail because of character and personality shortcomings. 因为性格与个性的缺点导致失败 An inability to perform the basic management tasks -planning

15、, organizing, coordinating, staffing, directing, controlling, and evaluatingcan cause serious problems for supervisors 不能完成基本的管理任务计划，组织，协调，人员管理， 指导，控制与评估能够导致主管有严重的问题,Keys to Supervisory Success 主管成功的关键,The successful supervisor is a good communicator. 成功的主管是个好的沟通者 They accept the duties and responsibilities of their jobs and put the good of the organization first. 他们承担工作的责任并以团体的利益为先,Keys to Supervisory Success 主管成功的关键,Successful supervisors have good self-images and positiv