Mastering Supervisory Skills - Hospitality Edition

Mastering Supervisory Skills - Hospitality Edition

Introduction

This 3-day supervisory course is tailored for supervisors in the hospitality industry, equipping them with essential skills to navigate the complexities of modern supervisory roles. The responsibilities of hospitality supervisors go beyond traditional oversight, demanding effective leadership, emotional intelligence, adaptability, and a deep understanding of guest expectations. Through this course, participants will develop the competencies needed to meet these demands and build a strong foundation for effective team management.

Recognizing the shift-based nature of the industry, the course is structured into six 4-hour sessions, allowing flexibility to accommodate various staff rosters. This format ensures supervisors can absorb and practice key skills of the program content in shorter, focused sessions, allowing them to immediately apply what they learn by coaching and mentoring their teams effectively.

Each session emphasizes customer service excellence and proactive team management, with a focus on fostering positive guest experiences. By implementing strategies for guest loyalty such as “intent to return and recommend” approaches, participants will learn how to directly impact guest satisfaction and build a cohesive, service-driven team culture that drives lasting success.

Outcome

By the end of this course, participants will:

- Recognize and address common supervisory challenges in a hospitality environment.
- Develop core competencies and traits critical to supervisory success.
- Differentiate roles of supervisor, manager, leader, and boss, understanding how each affects team dynamics.
- Apply leadership styles effectively with a focus on cross-generational management.
- Enhance communication and conflict management skills, boosting team cohesion.
- Establish SMART goals for team development and ensure alignment with organizational objectives.
Leverage teamwork dynamics and emotional intelligence to promote a collaborative culture.
Implement guest retention strategies, emphasizing the role of service excellence in guest loyalty.

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No	Topic	Topic Description
1	SUPERVISORY CHALLENGES, CORE COMPETENCIES, AND KEY TRAITS	Introduction to Supervisory Challenges Common challenges in hotel supervision Identifying specific challenges within their teams Core Competencies and Key Traits of Effective Supervisors Essential skills: communication, adaptability, problem-solving Key traits: integrity, accountability, empathy, and assertiveness Supervisor vs. Manager vs. Leader vs. Boss Defining and distinguishing each role Understanding the expectations and approaches for each role
2	LEADERSHIP STYLES AND MANAGING DIFFERENT GENERATIONS	Leadership Styles Overview of various leadership styles (e.g., democratic, transformational, transactional) Assessing personal leadership style Adapting leadership styles based on situations and team needs Dealing with a Multi-Generational Workforce Characteristics of different generations in the workforce Strategies for engaging and motivating each generation Time Management and Delegation Prioritizing tasks effectively Techniques for delegating tasks while maintaining accountability
3	COMMUNICATION CHALLENGES AND CONFLICT MANAGEMENT	Common Communication Challenges Identifying barriers to effective communication in hotel settings Techniques to improve clarity and minimize misunderstandings Overcoming Communication Barriers Active listening and effective questioning techniques Non-verbal communication cues Managing Conflict Identifying sources of workplace conflict Steps to mediate and resolve conflicts constructively
4	SMART GOAL-SETTING PROCESS	Introduction to SMART Goals Explanation of SMART criteria (Specific, Measurable, Achievable, Relevant, Time-bound) Setting Personal and Team Goals Steps to set meaningful, realistic goals Aligning goals with departmental and organizational objectives Tracking and Adjusting Goals Monitoring progress and making necessary adjustments
5	TEAMWORK DYNAMICS AND EMOTIONAL INTELLIGENCE (EQ)	Understanding Teamwork Dynamics Stages of team development (forming, storming, norming, performing, adjourning) Roles and responsibilities within a team Promoting collaboration and synergy Emotional Intelligence (EQ) Definition and components of EQ (self-awareness, self-regulation, motivation, empathy, social skills) Benefits of EQ in a supervisory role Practicing empathy and self-regulation
6	SELF-ESTEEM AND GUEST RETENTION STRATEGIES	Developing and Managing Self-Esteem Recognizing the impact of self-esteem on performance and relationships Techniques to build and sustain healthy self-esteem Retention Strategies Importance of guest retention and loyalty in the hospitality sector Techniques to provide memorable experiences and create loyal customers Encouraging positive guest feedback and managing negative reviews

Expert

Gurcharan Hans

Gurcharan Singh, a seasoned professional with a distinguished career spanning over 27 years in the dynamic realms of Tourism & Hospitality, complemented by 7 years of academic excellence. Holding firm to the transformative power of education, Gurcharan embodies the essence of a multifaceted entrepreneur, academic luminary, trade visionary, and former stalwart of the hotelier industry. His profound industry insight, cultivated through extensive tenure in academia and hospitality, fuels his fervent commitment to nurturing talent, instilling in them the tools to realize their utmost potential. The fulfillment derived from witnessing his proteges and hotel associates ascend to prominence within the industry resonates as his greatest triumph. Gurcharan's holistic perspective traverses the entire spectrum of student and hotel associate development, from inception to professional zenith, underscoring his invaluable contribution to their journey. In his capacity as the esteemed Secretary General of the Asia Africa Chamber of Commerce, he actively spearheads initiatives fostering bilateral trade relations between these two vibrant continents. Acknowledging the inherent rigors of his industries, Gurcharan underscores the quintessence of qualities such as fervor, resilience, patience, adaptability, and a perpetual thirst for knowledge in achieving extraordinary outcomes and unlocking boundless possibilities. CREDENTIALS: Accredited HRDF certified trainer (TTT/10867) Holder of an MBA in Tourism & Hospitality Distinguished recipient of the Cambridge International Diploma in Teaching & Training (CIDTT) ACADEMIC TRAINING: Gurcharan's prowess shines through in his illustrious tenure, conducting transformative training programs in esteemed institutions and organizations such as: KDU University College: Imparting soft skills for faculty, pedagogical insights for budding lecturers, and offering invaluable career counselling through regular school visits for hospitality programs. J&J International School, Petaling Jaya: Elevation of customer service standards and pedagogical refinement. Excel College, Petaling Jaya: Strategic pedagogy formulation for higher learning institutes and the development of MQA compliant syllabi as a trusted consultant and trainer. Ministry of Education: Pioneering the Future Made Simple initiative (FINCO). UITM Penang: Mastery in negotiation dynamics. HOSPITALITY AND CORPORATE TRAINING: Gurcharan's impactful presence extends to the realm of hospitality and corporate training, conducting bespoke in-house sessions and fostering team cohesion at renowned establishments including: Berjaya Redang Island, Terengganu Berjaya Timesquare Impiana KLCC Parkroyal KL Swiss-Garden Damai Laut Pangkor Laut Resort Best Western Ion D’elemen Equatorial Hotel Felda Hot Springs Resort EGG Management Sdn. Bhd. Novotel Taiping Sunway Pyramid Lowe & Partners Janapreneur GIG HRDF training in Tawau, Umas-Umas, & Kalabakan, Sabah Arafah Resources Sdn. Bhd. Gurcharan Singh epitomizes excellence, infusing each training session with his wealth of experience, profound expertise, and an unwavering commitment to fostering unparalleled learning experiences and catalysing professional growth for individuals and organizations alike.