This podcast provides an overview of the supervisor's role as a leader, particularly within the hospitality industry. It examines the characteristics of the hospitality workforce, defining leadership as someone whom people voluntarily follow. It outlines steps for leadership development, distinguishing between formal authority based on position and real authority earned through employee support. Different leadership styles are discussed, including autocratic, bureaucratic, democratic, and laissez-faire, alongside Theories X and Y regarding employee motivation. Finally, the podcast introduces situational and transformational leadership and advises on developing an individual leadership style.

This podcast outlines the essential aspects of the supervisor's role within an Hospitality organisation, detailing their obligations and responsibilities to owners, customers, and employees. It explains different types of supervisors and employees, differentiating between exempt and non exempt workers and defining working and first-line supervisors. The podcast also introduces various functions and theories of management, including scientific management, human relations theory, and participative and humanistic approaches. Finally, it identifies key managerial skills, such as technical, human, and conceptual abilities, along with important personal qualities like self-management and resilience.

This podcast details guest relations in a professional context, contrasting them with longer, informal personal relationships by highlighting that guest interactions are typically short, formal, and professional. It explains how to maintain this formality and professionalism by acting with pride, similar to other professionals. It also covers guest contact through the five senses, detailing how both staff and guests learn about each other through sight, speech, and smell, and the impact of appearance and communication. Finally the podcast explains the benefits of exceeding guest expectations, including building goodwill, loyalty, generating referrals, and differentiating the establishment.

Basic tips to handle difficult situations in Hotels

Basic Tips to handle Guest Complaints in Hotels.

Basic Safety at Work Tips that could be followed in Hotels.

Simple tried and tested techniques of Telephone Etiquettes for Hotels.

Body Language, its importance in Hospitality and few basic tips and techniques to develop a positive body language which could create positive Moments of Truth at each Guest touch point.

A simple to use FSSAI based self audit checklist that could be used in Hotel Food Production Zone.

This podcast outlines the essential guidelines for staff behaviour and guest interaction, emphasizing the significance of creating a positive first impression. It also details a comprehensive set of service etiquettes for interacting with guests, covering everything from initial greetings and communication methods to handling requests and complaints. Together, these documents articulate the company's expectations for professionalism and guest service to ensure a consistent and high-quality experience. They illustrate the importance placed on both personal presentation and operational procedures in the hospitality environment. The podcast aims to equip staff with the knowledge to make guests feel valued and well-cared for.