WELCOME

National Hotel and Tourism & Training InstituteDHM-16/14

Opening Remarks

Arifur RahmanRoll:25 (Group Leader)

Kausar Ahammed RupomRoll:14

Tajul Islam KhanRoll:18

Saifur RahmanRoll:23

Saddam HossainRoll:19

Debodev KhishaRoll:17

“Supervisor’s Role In A Specific Hospitality

Industry”

Our Choice for Presentation:

HOTEL One of the best

uprising business category in this sector……

Image of Hotel Industry ?

The hospitality sector includes all businesses that provide food, beverages, and/or accommodation services. This includes restaurants, pubs, bars and clubs, hotels and contract catering services.

Small Hotel Organization ChartGm

Manager

FO Supervis

or

HK Supervis

or

F&B Producti

on

B&P Supervis

or

F&B service

B&BSupervis

or

Manteca Supervis

or

Accounts Supervis

or

W W W W W W W W W W W W W W W W

Who Is a Supervisor ?

First level manager, who works with entry level employees to achieve the goals of the work unit

What Is Supervising ?

Prepare the work place

1. Ready

2. Stuff sufficient

3. Equipment , tools supply 4. Cleanliness

• Organizing the task of the work unit:

• Overseeing the day to day activities of the employees in their work unit:

Monitor Feedback Solve problem

The Position of A Supervisor :

Manager

Supervisor/ Leader

Supervisor/ Leader

WorkerWorkerWorker Worker

Top Management

Middle Management

Employees

Supervisor

Supervisor’s Job:

GET THE WORK DONE . . .

THROUGH OTHERS!

How Does A Supervisor Do It?

Plans workAllocates resourcesMakes decisionsProvides directions to the teamSolves problemsMeasures and reports results

PLANS WORK

What needs to be done?What are the priorities?Who will do the work? When will it be done?

ALLOCATES RESOURCESMatch Resources to the Job

People

Equipment

Materials & Supplies

MAKES DECISIONS

1. Gather Info

2. Confer with Your Team(s)

3. Decide

4. Inform

5. Implement

DECISION MAKING STYLES

Make Decision Alone – Tell Others Ask for Input – Then Decide Ask for Recommendation – Then Decide Discuss – Get Consensus Delegate Completely

PROVIDES DIRECTIONS

Set Goals Make Your Plan Work Your Plan COMMUNICATE Debrief – Solicit Feedback Follow-up

SOLVES PROBLEMS

SITUATION What’s the problem?

TARGET

PROPOSAL

What’s the goal? What’s the best solution?

MEASURE RESULTS

How Well Are You Doing? How Do You Know? Not Just for “Bean Counters” Perception Is Reality

TELL YOUR STORY!!!

Be Creative

The significant problems we face today cannot be solved

at the same level of thinking we were at when

we created them.

Albert Einstein

Front office Supervisor

What IS Front office Supervisor ?

Responsible To : Front Office manager

Core area of front office supervisor:

Coordinate guest services Provide information Maintain accurate room statistics & room key

inventories Maintain guest account statements and complete

proper financial settlements

Job responsibility of front office supervisor:

Overview of all the Front Office Department.  Checklist of all arrival and departures.  Handling complains and issue about the service.  Welcoming and greetings all the Guest and the VIP.  Bookings and Reservation.  Supervise the Front Office Staff in a Daily Basis.  Update and refer to the Front House Manager.   Coordinate and organaised the Front Desk task.

Baggage Supervisor

Who is a Baggage Supervisor ?

Baggage Supervisor is a person who directly supervise & coordinate the activities of clerical & administrative support worker . • His another name is Bellcaptain.

Baggage Supervisor (Bell Captain)

Role include:

Answering telephone calls from guests regarding luggage pick up from room

Assigning baggage porter to handle the guest baggage

Receiving guest article, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the guest room

Handling guest requests for postal services such as collecting the postage fee of sending a parcel from the guest

Housekeeping Supervisor

What is housekeeping ?

The housekeeping department is responsible for cleaning and maintaining the guestrooms, public areas, office spaces and back of the house areas in the hotel.

Responsible To : Housekeeping managerResponsible For :

Supervision and Control

Clinging and Servicing

Mainly Covered area :

Guest floors Health clubRestaurantsFunctionPublic rooms etc.

Core Competencies

Customer Focus Communication Energy & Stress Team Work Quality orientation Problem solving Accountability & Dependability's Operating Equipment Ethics & Integrity

Job Duties

• checks staff on duty

• redeployment

• supervision of staff

• checks section/floor of rooms by filling in the room inspection list

• conducts induction and general training

Job Duties

• orders and issues cleaning materials

• linen checks

• maintenance checks

• liaises with reception on guest arrivals and departures

Laundry supervisor

Definition of laundry department:

Those department provides laundry , dry cleaning and pressing services to guests .

Laundry department organization chart :

Laundry dpt.

Laundry Manager

Laundry Supervisor

Checker

Spotter Washe

r

IronerPacker

Calendar

DC Ironer

Dry Cleane

r Packer

Role of laundry supervisor :

Report to the housekeeping Dept. Sighn for keys to the laundry and proceed to the

laundry dept. Check necessary equipment's . If any mal function , notify executive housekeeper

& Eng.Dept. Assign laundry attendant to other specific work

area. Establishing and rotating schedule

Role of laundry supervisor :

Check employees ability . Maintaining cleanliness Supply HK and F&B Dept. as per

there requirements. Report to the laundry manager about employees

performance . Find out above average also below average performance. Close of the day be Sure turned off all equipment. Be sure the area is net and cleaned and before next day .

F& B Production supervisor

What is F& B Production supervise ?

Enables compliance, operational efficiency, cost reduction, and customer supply excellence in Food and Beverage manufacturing .

The Challenge of F&B Production Supervisor :

• Reduce liability and risk due to manual errors, reworks, and deviations • Reduce process variability, increase process reliability and yield • Reduce order receipt to fulfillment cycle times with reduced work in progress (WIP) and finished product inventory • Improve overall current Good Manufacturing Practices compliance, enabling full paperless operations • Improve customer service and delivery performance • Reduce overall cost of goods

Duty of F&B production Supervisor : Menu Planning & Design.

Technological Food Service Systems – Cook Freeze, Cook Chill & Souse Vide

Food & Beverage Purchasing & Supply

Financial Planning and Profitability in Food & Beverage Operations

Managing Personnel in a Food & Beverage Operation

Menu Engineering and Sales Analysis

The management of supply and demand in Food & Beverage Systems

What Does Responsible for F& B Supervisor :

Manager resources more efficiently

•Practice low energy use •Be water wise . •Minimize kitchen waste .

Source good Food

Responsibility

•Source sustainable F&B products . •Use local and seasonal product . •Follow fair trade principles . •Promote nutrition and health

Look after Customer and The community

•Practice good food hygiene . •Engage with the community . •Provide a safe and secure environment .

Bakery & Pasty Supervisor :

What is a pastry chef:

• A PASTRY CHEF IS SOMEONE WHO IS SCHOOLED AND SKILLED IN THE MAKING OF PASTRIES, DESSERTS, BREADS AND OTHER BAKED GOODS. SOME PASTRY ITEMS MAY INCLUDE CAKES, COOKIES, CUPCAKES, PIES, TORTES AND ICE CREAM.

What does pastry chef do ?

PASTRY CHEFS CREATE PIES, CANDIES, CHOCOLATES, COOKIES,

CAKES, ICE CREAM, CUSTARDS AND BREADS. THEY NOT ONLY

CREATE DESSERTS, BUT ALSO ORDER INGREDIENTS, KEEP

INVENTORY, DEAL WITH WHOLESALERS, DEVELOP NEW RECIPES

AND PROVIDE INPUT ON MENU-PLANNING.

The responsibility of pastry chef :

CREATING, TESTING AND EVALUATING NEW PASTRY AND DESSERT RECIPES

KEEPING A BUDGET FOR THE PASTRY DEPARTMENT

BUYING FRESH FRUITS AND BERRIES AND ORDERING SUPPLIES FROM VARIOUS VENDORS

SUPERVISING CHEFS IN TRAINING IN THE PASTRY KITCHEN

DISCUSS MENU PLANNING WITH THE OTHER CHEFS  IN THE RESTAURANT

KEEPING THE KITCHEN ORGANIZED

Job duties of pastry chef :

Create and prepare dessert menu itemsOrdering food and supplies for dessert menu itemsPreparing and submitting a budget.Supervising and training other chefs in the pastry kitchen.Preparation of baked goods.Researching and developing recipes.

F&B service Supervisor

Food & beverage division

management

Coffee Shop Main Restaurant Specialty Restaurant Bar Banquet Room Service Stewarding

Food & Beverage Service

Lay out of service supervisor

Which person is the F&B service Supervisor ?

The Food and Beverage servings supervisor directs and schedules kitchen , bar staff and Food & Beverage serves .

The role of F&B service supervisor

To assist the F&B Executive in overseeing and ensuring daily smooth operations including banqueting functions and events organized by the Club.

To ensure sufficient stocks for daily use at outlets.

To prepare duty roster and roster staff for meal breaks.

To check on staff attendance.

To ensure the standards of service are delivered.

To assist in the monthly F & B promotions.

To guide / train new service staff.

The role of F&B service supervisor

To ensure daily cash and credit collections are in order.

To ensure neatness and cleanliness of workstation including hygiene aspects.

To attend to complaints, feedbacks and remedy situations

To ensure that all stocks are accounted for.

To record daily sales report

To delegate duties to Outlet Captains.

To be responsible for the sales and revenue, profits & losses

Any other duties may be assigned to you from time to time by the Management.

Bar & Beverage supervisor

What is bar & beverage supervisor ?  He manages the departments galley, restaurant, bars, provision and controlling effectively, enforce company standards, maintain food cost, improve and maintain sales and provability implement and maintain USPH standards and eliminate complaints.

Beverage Manager Responsibilities and Duties :

Schedule alcohol service employees for every function. Prepare alcohol orders entire day for dining and room service. Manage alcohol beverage stock in service and lobby bar as required . Ensure every alcoholic beverage ordered is paid Update financial paperwork of banquet bars and make cash deposits. Supervise beverage staff working in bars, lounges and casino floor. Report to beverage director. 

Improve and maintain beverage sales and profitability. Provide good guest service and reduce guest complaints. Maintain compliance with beverage staff and cost budgets.

Beverage Manager Responsibilities and Duties :

Maintenance supervisor

What is maintenance supervisor ?

The maintenance engineer will be responsible primarily for general maintenance and repairs in

guest suites, meeting space, restaurant and common areas. Guest suite and public area entry-level preventative maintenance are included. The

maintenance engineer will also perform some repairs on mechanical, electrical, plumbing, kitchen, and

laundry equipment.

Maintenance supervisor duties & responsibility :

Responsible for engineering and maintenance operations of the hotel, hotel property, restaurant and grounds. Responds to engineering and maintenance concerns . Performs and/or monitors maintenance and preventative maintenance projects. Responds to all building related safety concerns.

Maintenance supervisor duties & responsibility :

Maintains departmental compliance with hotel maintenance procedures. Assists in the supervision of temporary maintenance associates. Deals with guest related concerns. Clean and maintain pool and spa area.

Cashier Supervisor

Abbreviation of Cashier ?

C – Common Sense A – Accuracy S – Sensibility H – Honesty I – Integrity E – Exactness R - Responsibility

Basic Job Description

Receive and disburse money in establishments other than financial institutions. Usually involves use of electronic scanners, cash registers, or related equipment. Often involved in processing credit or debit card transactions and validating checks.

Job approaches of cashier supervisor

Receive payment by cash, check, credit cards, vouchers, or automatic debits.

Issue receipts, refunds, credits, or change due to customers. Count money in cash drawers at the beginning of shifts to

ensure that amounts are correct and that there is adequate change.

Greet customers entering establishments. Maintain clean and orderly checkout areas. Answer customers' questions, and provide information on

procedures or policies.

Resolve customer complaints. Calculate total payments received during a time period, and

reconcile this with total sales. Compute and record totals of transactions. Keep periodic balance sheets of amounts and numbers of

transactions. Sort, count, and wrap currency and coins. Monitor checkout stations to ensure that they have adequate

cash available and that they are staffed appropriately.

Job approaches of cashier supervisor

The End !

Q & A

Questions, Issues , query's For our presentation ?