<p> SYLLABUS FOR RSTO 1313 Hospitality Supervision WeBB Learning Semester Hours Credit: 3 Lecture Hours: 48</p><p>Course Dates: March 6 – April 16 Weekly CTC Blackboard discussions and assignments Instructor: Amie Pennartz Instructor’s Location: Naples High School Room 125 Skype Name: Amie Pennartz Weekly Skype Office Hours: We will meet on Thursday from 1800-2100 Instructor Email: [email protected] Phone: +39 348-565-9335</p><p>INSTRUCTOR BIOGRAPHY I have an Associate of Applied Science degree in Culinary Arts/Hospitality Management and a Bachelor of Science degree in Kinesiology. This is my ninth year teaching; four years in Killeen Texas and five years here in Naples. I was a pastry chef at a scratch bakery for 10 years before becoming a teacher. I look forward to working with you and helping you reach your goal of an Associate of Applied Science degree. </p><p>I. INTRODUCTION </p><p>A. This course is designed to provide students with the principles of supervision as they apply specifically to the hospitality industry. </p><p>B. RSTO 1313, Hospitality Supervision, is a required course for an Associate in Applied Science Degree in Hotel Management, Food and Beverage Management, Culinary Arts, Baking and Pastry Specialization, and Restaurant and Culinary Management. This course is also required for Certificates of completion in Culinary Arts, Property Management Advanced, Institutional Food Service Operations, Rooms Division, and Food and Beverage Management.</p><p>C. Prerequisites: None </p><p>II. LEARNING OUTCOMES </p><p>Upon successful completion of this course, Hospitality Supervision, the student will be able to: RSTO 1313 8th Ed. (05.16) 217D9222 Page 1 of 11 A. Describe the role of the supervisor in hospitality operations. </p><p>B. Describe the role of the supervisor and the management process. The role comprises of the basic management process: planning, organizing, directing, and controlling’ and effective supervisory skills and responsibilities. </p><p>C. Understand the importance of effective communication. This involves a study of the communication process and barriers to effective communication. It also comprises of effective listening, speaking, and writing skills. D. Apply techniques to develop and improve recruitment and selections skills. Techniques addressed include identifying sources of labor, using internal and external recruiting methods, enhancing interviewing skills, and working with human resources personnel. </p><p>E. Apply techniques to develop and improve skills in orienting and training. Topics include general property orientation and specific job orientation, principles of adult learning, the four-step training method, and other types of training. </p><p>F. Understand the importance of managing productivity and controlling labor costs. Topics addressed include productivity standards, planning staffing requirements, forecasting, and developing employee schedules. </p><p>G. Apply techniques to develop and enhance evaluating and coaching skills. Topics addressed include approaches to effective performance evaluation and informal and formal coaching methods. </p><p>H. Apply techniques to develop and enhance and effective discipline program. Topics addressed include four commonly believed myths of discipline, causes of disciplinary problems, administering discipline, and progressive discipline programs. </p><p>I. Understand special supervisory concerns, including the labor shortage, Equal Employment Opportunity laws, sexual harassment, the supervisor’s legal role, safety and security, supervising a multi-cultural work force, substance abuse, and working with employee unions. </p><p>J. Apply techniques in team-building. This involves an understanding of working with informal and formal work groups, stages of team development, the supervisor as team leader, and managing effective meetings. </p><p>K. Understand strategies designed to increase employee motivation. Topics addressed include getting to know employees, identifying motivational problems, leadership styles and factors addressing them, and increasing employee participation. </p><p>L. Apply techniques to manage conflict, including that between employees, between supervisor and employee, and between supervisor and boss. Topics include inner conflict, sources and types of conflict, and tips for negotiating personal conflict. </p><p>M. Apply techniques to manage time effectively, including analyzing time, delegating, and using management tools such as to-do lists and weekly planning guides. RSTO 1313 8th Ed. (05.16) 217D9222 Page 2 of 11 N. Understand the supervisory skills necessary to manage change. Topics addressing include forces of stability and change, a model for change, overcoming resistance to change, and the supervisor as change agent. </p><p>O. Describe professional development and future trends. Topics addressed include supervisory certification and management development programs, career ladder programs, career management decisions, networking, and hospitality industry trends. </p><p>III. INSTRUCTIONAL MATERIALS </p><p>A. The instructional materials identified for this course are viewable through http://www.ctcd.edu/academics/booksinstructional-materials/ </p><p>Required Student Textbook: </p><p>Miller, Jack E. & Walker, John R. (2017). Supervision in the Hospitality Industry. Wiley, 8th edition. </p><p>ISBN: Print 9781119148463 and eBook 9781119191964</p><p>IV. COURSE REQUIREMENTS</p><p>A. Your first responsibility is scholarship. The grade you receive for this course will not be the grade of the instructor, but rather the grade you and you alone make.</p><p>B. You should attend all online Central Texas College (CTC) Blackboard sessions each week, along with any instructor-required live sessions on Skype, Blackboard Collaborate, Google+, FaceTime, etc. Be prepared to also take any unannounced quizzes relating to text assignments and lecture material presented from the beginning of the course. Please refer to ‘Class Attendance and Course Progress’ under the Academic Policies section in our current CTC Course Catalog.</p><p>C. You are encouraged to give your best effort throughout the course. From the beginning, you should plan for a steady, organized, and continuous effort, which in the long run will prove more effective for your final grade than a last minute crash- cram policy. Your course grade is not determined solely by exam grade. Such factors as class participation, initiative, attendance, and individual research papers or projects will be considered in grade computation.</p><p>D. From time to time, special library and/or outside assignments will be made to members of the class individually and/or in groups. You are expected to read all assignments and fulfill your responsibilities to any group assignment.</p><p>E. You are expected to read all assigned material and bring your textbook/reading materials to class. Keep informed on all assignments, especially after an absence.</p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 3 of 11 F. Good class notes are indispensable for earning a good grade, since both the material assigned and that discussed in class will be the basis for examination material.</p><p>G. Scholastic Honesty: All students are required and expected to maintain the highest standards of scholastic honesty in the preparation of all coursework and during examinations. The following are considered examples of scholastic dishonesty:</p><p>Plagiarism: The taking of passages from the writing of others without giving proper credit to the sources.</p><p>Collusion: Using another’s work as one’s own, or working together with another person in the preparation of work, unless such joint preparation is specifically approved in advance by the instructor.</p><p>Cheating: Giving or receiving information on examinations.</p><p>Students guilty of scholastic dishonesty will be administratively dropped from the course with a grade of “F” and be subject to disciplinary action, which may include suspension and expulsion.</p><p>H. Special Work: A term paper or other project, per requirements of the instructor, will be required. The subject must be appropriate for the course material. Check with the instructor when you have made a selection. The value is indicated in the semester grade computation and has considerable weight on your final average.</p><p>V. COURSE FORMAT – WeBB Learning with Blackboard</p><p>This course has been developed on Blackboard. It is the student’s responsibility to make sure that they have access to CTC Blackboard and that they are familiar with the contents and assignments. It is also the student’s responsibility to log into CTC Blackboard at least once a week to ‘attend’ the online class portion and to participate in the online Blackboard streaming sessions, discussions, and assignments. Failure to do so will violate the attendance policy and will have a negative impact on the course grade. The course will meet for 6 weeks. Instructional strategies will include weekly CTC Blackboard assignments, discussion boards, and streaming sessions to accomplish the lecture hours per week. Weekly interactions will be available via various communication tools to include Skype, Blackboard Collaborate, or Voice Podcaster/Voice Email, and conventional use of emails and Blackboard Message Board. Students may be assigned to participate in Groups, Journals, Blogs, or Wikis. Students will also have an access to required Discussion Board threads; course Announcements; critiques and feedback on Assignments and drafts of papers. Specific weekly interaction will be communicated via Announcements on Blackboard and arranged with the course instructors.</p><p>VI. EXAMINATIONS </p><p>A. There will be a minimum of two major examinations and a written paper or project as follows: </p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 4 of 11 1. Mid-term exam on March 26 2. Final exam on April 16 3. Term Paper April 2 B. A student must take all examinations as scheduled by the instructor. Students who know in advance that they will be unavailable for an examination, due to valid reasons, must arrange to take an early examination. Unexpected absences from class, due to illness or extenuating circumstances will require the student to communicate with the instructor about individual make-up work. C. Students who miss an exam without communicating the reason or circumstance with the instructor will be given a zero for the missed examination. D. Examinations will consist of both objective (true/false, multiple choice, fill in-the- blank, and matching) and subjective (short answer and essay) questions. Students must be able to communicate both orally and in written form, thus some questions requiring the composition and writing of an essay answer will be required. E. Exams will be administered via BioSig application. See Blackboard class for registration information.</p><p>VII. SEMESTER GRADE COMPUTATIONS</p><p>The final grade in this course will be based on the following:</p><p>Participation 100 points Assignments & Quizzes 200 points Discussion Boards (mandatory) 200 points Term Paper/Term Presentation 200 points Mid-term Exam 100 points Final Exam 200 points Total possible points: 1,000 points</p><p>POINTS GRADES 900-1000 A=4 pts/sem hr 800-899 B=3 pts/sem hr 700-799 C=2 pts/sem hr 600-699 D=1 pt/sem hr 0-599 F=0 pts/sem hr</p><p>A term paper or term project is expected from all students. Students may vary in their competency levels on these abilities, so the instructor may need to revisit the term paper concept during the course.</p><p>VIII. NOTES AND ADDITIONAL INSTRUCTIONS</p><p>A. Tuition refunds are made only in the case of class cancellation or official and timely withdrawal from CTC or from a course. Please refer to the current course catalog for more details. </p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 5 of 11 B. GoArmyEd students should contact their education counselor before withdrawing and are required to withdraw through the GoArmyEd portal. Please note: a military withdrawal does not override CTC’s grading policy. 0 For self-pay students, refunds are computed from the date the Application for 0 Withdrawal or Refund is filed with the CTC Field Representative or designated student Services Officer. Special conditions apply to students who receive federal, state, and/or institutional financial aid. Tuition and fees paid directly to the Institution by the Veterans Administration, Title IV (Financial Aid Programs, a sponsor, donor, or scholarship shall be refunded to the source rather than directly to the students. </p><p>C. Course Withdrawals, Student Responsibilities: It is the student’s responsibility to officially withdraw from a course. The instructor cannot initiate a withdrawal based upon a student’s request. Rather, students must initiate the withdrawal with the designated Education Center Representative, through the CTC Field Representative or the Student Services Officer for that region. </p><p>Applications for Withdrawal will be accepted at any time before the completion of 75% of the course, after which time the student will be assigned an “FN”- “Failure for Non- attendance.”</p><p>D. Faculty/Administrative Initiated Withdrawals </p><p>Faculty are authorized to withdraw students who are not making satisfactory course progress as outlined in the section of the Catalog entitled "Satisfactory Progress Standards”.</p><p>A student may be administratively withdrawn by a designated member of the administrative staff of the College under the following conditions:  The student has been placed on Academic Suspension or Disciplinary Suspension;  The student has an outstanding financial obligation owed to the college;  The student registered for a course without the required prerequisite or departmental permission;  Students who do not participate or complete graded activities during the first week will be administratively withdrawn. The college is under no obligation to refund tuition and fees, or other costs associated with a student who is administratively withdrawn. E. Incomplete / Course in Progress Grade Policy: An “IP” or “Incomplete” grade may be assigned by an instructor if a student has made satisfactory progress in a course with the exception of a major quiz, final exam, or other project. The “IP” grade may also be assigned based on circumstances beyond a student’s control, such as personal illness, death in the immediate family, or military orders. Notice of absences, with supporting documentation, may be required by the instructor. The instructor makes the final decision concerning the granting of the incomplete grade. With an “Incomplete” grade, students are required to complete a set amount of work before the instructor will submit an official letter grade. </p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 6 of 11 F. Cellular phones, beepers, and other electronic devices will be turned off while the student is in the classroom or laboratory unless the student is using the device for class purposes. No texting or social networking is allowed during class. </p><p>G. Instructor Discretion : The instructor reserves the right of final decision in course requirements.</p><p>H. Civility: Individuals are expected to be cognizant of what a constructive educational experience is and respectful of those participating in a learning environment. Failure to do so can result in disciplinary action up to and including expulsion.</p><p>IX. COURSE OUTLINE Note: The instructor has the right to change the course schedule and will announce any changes in class.</p><p>This structured course has been developed on Blackboard with any instructor-required live sessions on Skype, Blackboard Collaborate, Google+, FaceTime, etc. It is not a self-paced course. Please follow your instructor’s schedule of Discussion Board posts, lessons, assignments, and quizzes/exams.</p><p>The course will meet for 6 weeks. Instructional strategies will include weekly CTC Blackboard assignments and discussion boards to accomplish the learning outcomes.</p><p>Schedule of Assignments:</p><p>Weekly: a) CTC Blackboard Discussion Board posts are due by Sunday at midnight (Instructor’s Time Zone) 1. CTC Blackboard peer responses to Discussion Board posts is due by Sunday midnight (Instructor’s Time Zone) b) CTC Blackboard assignment/project is due by Sunday midnight (Instructor’s Time Zone)</p><p>Lesson/ Chapters Assignments/Projects/Exams Due Dates Session 1 1 & 2 Written assignment 3/12 Matching Discussion board Interactive assignment Quiz 1 2 3 & 4 Written assignment 3/19 Matching Discussion board Interactive assignment Quiz 2 3 5, 6 & 7 Written assignment 3/26 Matching Discussion board Interactive assignment Quiz 3 Mid-Term Exam</p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 7 of 11 4 8 & 9 Written assignment 4/02 Matching Discussion board Interactive assignment Quiz 4</p><p>5 10 & 11 Written assignment 4/09 Matching Discussion board Interactive assignment Quiz 5</p><p>6 12, 13 & 14 Written assignment 4/16 Matching Discussion board Quiz 6 Final Exam</p><p>A. Unit One: Supervision. Chapters 1 -4: The Supervisor as Manager; The Supervisor as Leader; Planning, Organizing, and Goal Setting; Communicating Effectively. </p><p>1. Unit Objectives: Upon successful completion of this unit, the student will be able to: a. Explain the supervisor’s role in decision making, problem solving, and delegation of duties. b. Identify the obligations and responsibilities of a supervisor or executive chef. c. Describe the functions of management. d. Compare and contrast the major theories of people management as they relate to hospitality employees. e. List examples of technical, human, and conceptual skills used by hospitality supervisors. f. List three to five best practices for new supervisors. g. Describe the characteristics of leadership. h. Explain the foundations of leadership development. i. Compare and contrast the different leadership styles. j. Name the necessary steps in creating your own leadership style. k. Identify the ethical considerations of a true leader. l. Apply leadership skills to become an employee mentor. m. Explain the planning process. n. Differentiate the various types of plans and planning. o. Describe how to plan for change, identifying the various employee responses. p. Discuss how hospitality supervisors can best plan their time on the job. q. Demonstrate how effective organization contributes to a department’s’ maximum success. r. List the types of strong communication, assessing the value of each type. s. Explain why communication is important to the success of a hospitality supervisor. t. Describe the importance of listening as a supervisor. u. Examine the ways in which effective communication leads </p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 8 of 11 to effective management. v. Identify the best ways to improve your business writing skills. w. Discuss techniques to improve meeting productivity. </p><p>2. Learning Activities:</p><p> a. Classroom lecture/discussion/demonstration/exercise. b. Student homework study. c. Homework and other assignments designed by the instructor</p><p>3. Unit Outline: Follow the sequence of the unit objectives. </p><p>C. Unit Two: Equal Opportunity, Diversity, Recruitment, and Performance Standards. Chapters 5-7: Equal Opportunity Laws and Diversity; Recruitment, Selection, and Orientation; Performance Effectiveness. </p><p>1. Unit Objectives: Upon successful completion of this unit, the student will be able to:</p><p> a. Define Equal Opportunity in the workplace. b. Discuss legal issues related to managerial decisions about employment. c. Choose the most EEO-compliant practices when evaluating job applicants. d. Identify discriminatory employment practices as a hospitality supervisor. e. Describe the importance of understanding and promoting diversity in the hospitality workplace. f. Employ cross-cultural interaction skills. g. List ways to increase personal cultural awareness. h. Describe the process of management through effective communication skills. i. Explain how hospitality supervisors can promote cultural diversity in the workplace. j. List the steps to establishing a diversity and inclusion program. k. Compare and contract ways to positively managing diversity issues in the workplace. l. Describe the characteristics of entry-level jobs in the hospitality industry. m. Recall the factors that must be considered when hiring new employees. n. Identify the various recruitment methods. o. List the best ways to find qualified employees, assessing the pros and cons of each method. p. Describe safeguards against negligent hiring. q. Explain the two primary purposes of employee orientation. r. List the basic operating principles of a performance improvement plan. s. Explain why some performance standard systems succeed and others fail. t. Analyze the purposes and benefits of performance reviews. u. Describe the five key factors of a successful performance standard system. v. Compare the value of a daily employee evaluation to a formal, periodic employee review. w. Recall the factors that a supervisor must consider when performing employee evaluations. x. Name the appropriate actions that a supervisor must take after an </p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 9 of 11 employee’s appraisal review. Discuss the potential legal issues surrounding employee evaluations. </p><p>2. Learning Activities:</p><p> a. Classroom lecture/discussion/demonstration/exercise. b. Student homework study. c. Homework and other assignments designed by the instructor.</p><p>3. Unit Outline: Follow the sequence of the unit objectives. </p><p>C. Unit Three: Creating a Positive Work Environment. Chapters 8-11: Motivation; Supervising Teams, Teambuilding, and Coaching; Employee Training and Development; Conflict Management, Resolution, and Prevention. </p><p>1. Unit Objectives: Upon successful completion of this unit, the student will be able to:</p><p> a. Describe common employee expectations of their leaders. b. Explain the hospitality supervisor’s role in motivating his or her employees. c. Classify the different theories of motivation, analyzing the advantages and disadvantages of each theory. d. Explain the challenges that hospitality supervisors may face in motivating employees. e. Identify ways to build a positive work climate. f. Explain why individual strategies of motivation are essential. g. Describe the most effective ways of creating an attractive job environment. h. Discuss why the leader is the key to a positive work environment. i. Explain the difference between groups and teams. j. Discuss the ways in which a supervisor builds a cohesive team. k. Explain how supervisors can build successful teams. l. Describe the steps in installing a TQM process. m. List effective ways for supervisors to empower employees. n. Identify major team challenges that supervisors face. o. Name the recommendations outlined in the eight-step coaching model. p. Discuss the importance of training in the hospitality industry. q. Explain the value of supervisors training all new employees. r. List the principles of the adult learning theory. s. Describe the steps for developing a job-training program. t. Identify scenarios in which retraining is necessary. u. Explain how to improve employee retention rates. v. Define conflict. w. Explain the key principles of conflict management. x. Recall effective methods of conflict resolution. y. Define workplace violence, listing the warning signs and </p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 10 of 11 appropriate preventative measures. z. Identify key principles of conflict prevention. </p><p>2. Learning Activities:</p><p> a. Classroom lecture/discussion/demonstration/exercise. b. Student homework study. c. Homework and other assignments designed by the instructor.</p><p>3. Unit Outline: Follow the sequence of the unit objectives. </p><p>D. Unit Four: Maintaining High Performance. Chapters 12-14: Discipline; Decision Making and Control; Delegating. </p><p>1. Unit Objectives: Upon successful completion of this unit, the student will be able to:</p><p> a. Define the four essential elements of successful discipline. b. Compare and contrast the different approaches to discipline. c. Explain the appropriate ways to administer discipline in the workplace. d. Discuss reasons for termination and best practices for termination interviews. e. Explain the purpose of employee assistance programs. f. List direct and indirect costs of workplace accidents. g. Describe the various forms of harassment in the workplace. h. Evaluate the role of supervisors in establishing and maintaining discipline. i. Describe common approaches to decision-making. j. List the six steps for making good decisions. k. Analyze the pros and cons of participative problem solving. l. Identify ways to build strong decision making skills. m. Discuss the ways that supervisors control the work being done by employees. n. Explain why delegation is necessary for a supervisor. o. Describe supervisor accountability in delegation. p. List the benefits of delegation. q. Discuss common reasons why both supervisors and employees might resist delegations. r. Discuss the importance of each step in successful delegation. 2. Learning Activities:</p><p> a. Classroom lecture/discussion/demonstration/exercise. b. Student homework study. c. Homework and other assignments designed by the instructor.</p><p>3. Unit Outline: Follow the sequence of the unit objectives.</p><p>RSTO 1313 8th Ed. (05.16) 217D9222 Page 11 of 11</p>