LEADERSHIP & SUPERVISORY SKILLS MODULE

Leadership with a Heart & Backbone

A Leadership & Supervisory Skills Development
Training

Your Supervisors & Team Leaders will be constantly

asked to do more, to do it better, and to do it faster.
And they can, with this training specially designed for their
positions.
This Leadership & Supervisory Skills Training will
help current & potential First Line Supervisors & Team Leaders--entry
level all the way up to experienced managers--rise to the highest level
of competence, achieve their personal and company goals, and make
everyone around them more effective.

TRAINING PROGRAMS & SCHEDULES

CUSTOMIZED TRAINING Leadership & Supervisory Skills
Development Training for Team Leaders, Supervisors & First Line
Managerial Staff
Dessert Factory Restaurant & Bakery

Leadership & Supervisory Skills Development Training

Simulation & Real-World Training

COURSE SYNOPSIS:
A Leadership Course for Current and Potential Supervisors & Team Leaders and
all other staff of the company; to know the Nature and Scope of the
Supervisory/Management position and its responsibilities so as to better prepare
themselves for developing the special knowledge, attitudes and skills needed to make
their effort productive in line with the Management Objectives.
"It's easy to get good players. Gettin' 'em to play together, that's the hard part."
--Casey Stengel
"You must manage & supervise as if you need your employees more than they need
you."
--Peter Drucker
LEADERSHIP & SUPERVISORY SKILLS MODULE

The Production Section’s Leaders & Supervisors will always be on the spot because
they're not only accountable for themselves; they're accountable for--and measurable
by--their subordinates' performances, as well.
They will be responsible for creating teamwork within diversity, for producing quality
without loss of productivity, for solving problems within time, budgetary, and personality
constraints.

Leadership & Supervisory Skills Development Training

HELPS YOUR TEAM LEADERS, SUPERVISORS/TEAM LEADERS TO:
 motivate themselves and their subordinates & cope with difficult people & staff
 manage diversity & understand the difference between leadership and bossiness
 correct without rancor & adapt to suit touchy situations
 hire, discipline and fire legally
 use time wisely & build confidence
 reduce stress & improve relations with other Supervisor/Team Leader
 set realistic goals & master personal effectiveness.

METHODOLOGY:

The Training Program is developed by the CENTER FOR SUPERVISORY

RESEARCH of JAMES MADISON UNIVERSITY using the Asean-Scot European
Community Training Program (ASEANTA), parts of Managing Services in Hotel & Motel
of America, and Managing A Successful Business; Training of Best Practices Business,
America’s Service First Videos, MANAGEMENT: by Richard L. Daff, SUPERVISION:
Principles & Techniques by Bruce Yuill, then compiled & designed by the Speaker/
Lecturer specially for newly appointed Managerial & Supervisory Staff in Philippines
setting.

Actual Presentations of Supervisor/Personnel situations and Group Discussions

will be utilized to explore various topic areas. Sharing of insights and experiences among
Participants and the Speaker will also be used as learning tool.

COURSE SYNOPSIS:

A Leadership Course for Current and Potential Supervisors/Team Leaders and all
other Staff who needs to acquire understanding of the Nature and Scope of the
Supervisory/Management position and its responsibilities so as to better prepare
themselves for developing the special knowledge, attitudes and skills needed to make
their effort productive in line with the Management Objectives.

OVERALL OBJECTIVES:

For the Participants to comprehend the nature and scope of Managerial and
Supervisory & Team Leader position and the demands it places on those who hold that
position, in order that the participants may prepare themselves to accept their
responsibilities with more knowledgeably and discharge them more effectively.
LEADERSHIP & SUPERVISORY SKILLS MODULE

1. Accept and protect the Management viewpoints that entail a responsibility for Results
that are accomplished mainly through the effort of others.
2. Identify and evaluate the Resources, Equipment’s, Materials and Supplies, Funds
and People- for which they are responsible.
3. Determine the specific performance require for their jobs, specially with respect to
Output, Quality of Product, Service and Control of Expenses.
4. Understand the Organization structure within which they work the authority it grants
and the responsibility it assigns.
5. Grasp the concept of Supervision as a Problem-solving and Decision-making activity,
requiring initiative and decisiveness.
6. Make their own judgment as to knowledge, attitude and skills they must develop in
the future in order to provide an effective balance between various Technical,
Administrative and Human Relation function.
7. Understand the relationship among Departmental Goals, Plans, Schedules & Control
and His involvement with all of this.
8. Sense the degree of personal empathy and interpersonal skills required of a
Supervisor in order to attain productive results from particular work situation.

MODULE 1 Part 1: The Asian Tradition From Caring People, CORE

VALUES
Making staff feel being well taken care, special & important is the beginning in the
creation of a strong bond between their leader and its staff. We must let them experience
the “We Care” Leadership style.
This Module looks at:
 What makes the Leaders “We Care” Values
 Your ROLE in providing “We Care” in the Workplace

LEADERSHIP TECHNICAL SKILLS

The MISSING SERVICE LINKS: What is Required?
Overview of the Hospitality Industry Operational Service Goals
 CARING BEHAVIOR of Service Staff Towards Their Guest
 Their Expected PRECISION SERVICES
 SUSTAINABLE SALES Performance that Ensure SUSTAINABLE GROWTH

Part 1B: What Makes A Great Restaurant Experience?

Customer service is the cornerstone of a great restaurant experience, but what does
that mean exactly?
While each customer’s preferences are different, there are a few markers that
standout restaurant experiences share in common.
Guestlinks’ set out to define the factors that make for a great customer experience
because ultimately that’s what generates positive online reviews, compels more diners
to book online reservations and skyrockets your revenue per service.
What consumers expect from a restaurant experience certainly varies depending on
the restaurant type, but there are some fundamentals that separate the great restaurant
experiences from the forgettable ones.
 Friendly, personalized service
 Consistently great food
 A memorable atmosphere
 Efficient customer service
LEADERSHIP & SUPERVISORY SKILLS MODULE

Part 2: BEING-CHARGE: Lead Your People, Don’t Manage Em’!

SPECIFIC PERFORMANCE OBJECTIVES

After the conclusion of Training, Supervisors will be able to know the followings:
MANAGEMENT OVERVIEW

1. Nature of Management
2. Their Importance in the Organization.
3. Who and what is a TEAM LEADER and/or a SUPERVISOR.
4. The Dimension of their Jobs. Actual SELF-ASSESSMENT
5. How will THEY will be Judged/Evaluated?
 Leadership/Supervisory Gauge

LEADERSHIP
 The Leader/Supervisor’s Essential Responsibilities.
 Introduction of Leadership
 Leadership & Management
 Gauge of Leadership in Organization
 Leadership/Supervisory Overview
6. Six Keys of Leadership
7. Effective Leadership Activities

LEADERSHIP TECHNICAL SKILLS

1. The Different Leadership Style: When and Whom to Use It.
 Autocratic Leadership Style
 Democratic Leadership Style
 Bureaucratic Leadership Style
 Free-Rein Leadership Style

MODULE 2: BEING-CHARGE:
PERSONNEL ADMINISTRATION & MANAGEMENT
1. The Art of Delegation
2. How to Handle Problem Employees.
 The ABSENTEE
 The MARGINALS
 The TROUBLEMAKERS
 Its Prevention’s
3. The Fair Delivery of Disciplinary Action.
4. Discipline & Punishment Defined
5. Coaching Employees
6. Reward & Recognition

MODULE 3: Professional Restaurant Service Skills Training (CORE

KNOWLEDGE)
LEADERSHIP & SUPERVISORY SKILLS MODULE

“ROLE IN THE SHOW”-PROFESSIONAL RESTAURANT SERVICE SKILLS TRAINING

(CORE KNOWLEDGE APPLICATION)
SUMMARY OF LEARNING OUTCOMES:
At the completion of the modules, the trainees/students should be able to:
LO 1 Prepare dining/restaurant area for service
LO2 Prepare and set tables
LO 3 Welcome customers
LO 4 Take and process orders
LO 5 Serve and clear food and drinks
LO 6 Close down restaurant/dining area
1. PREPARE RESTAURANT OUTLET FOR SERVICE
1.1 Prepare for service
1.2 Inspect dining room
1.3 Clean and polish cutlery, chinaware and glassware
2. SET UP DINING TABLES AND SIDE STATION
2.1 Set Up Side Stations
2.2 Set Up Buffet/Group Meals Tables (If Any)
2.3 Set-Up Dining Tables
3. PROMOTE AND SELL FOOD AND BEVERAGE
(APPLICATION TECHNIQUES)
4. PRODUCTS AND SERVICES
5. SERVE FOOD AND BEVERAGE
5.1 Serve Beverage
5.2 Serve Food
 GENERAL DO’s & DON’TS
6. TECHNIQUES & IMPLEMENTATIONS
PART 1 (The RECEPTION Phase)
 Greeting, Approaching & Escorting Guest
 Seating The Guest
PART 2 (The SELLING Phase)
 Presenting The Menu
 Taking The Drink Orders
 Taking The Food Orders/ Suggestive Selling
 Ordering Foods from the Kitchen
 Preparation of Meal Requirements
 Assembling Food from the Kitchen/Counter
PART 3 (The SERVICE & DELIVERY Phase)
 Delivering/Presenting Orders to Guest
 Monitoring Guest Needs During Meals
 Presenting the Receipts in Counter
 Courtesy to Departing Guest
 Clearing/Dishing-out from Guest Table
PART 4 (The POST SERVICE COURTESY Phase)
 Presenting the Receipts in Counter
 Courtesy to Departing Guest
 Clearing/Dishing-out from Guest Table
LEADERSHIP & SUPERVISORY SKILLS MODULE

7. REINSTATE FOOD AND BEVERAGE OUTLET

8. ACTUAL & ROLE PLAY by TEAM

MANAGEMENT TOOLS FOR SUCCESS.

1. Quality and Cost (Basic Finance and Costing)
2. Income Loss Control Management: Theft, Methods & It’s Preventions
3. Proven Ways to Build Company Sales & Revenue
SUMMARY & CONCLUSION

1. Conclusion (Review of Basic Rules and Regulations).

2. QUESTION & ANSWERS PORTIONS