The document provides an overview of the roles and responsibilities of various supervisory positions in the hospitality industry. It discusses the roles of front office supervisor, baggage supervisor, housekeeping supervisor, laundry supervisor, food and beverage production supervisor, pastry/bakery supervisor, food and beverage service supervisor, bar and beverage supervisor, maintenance supervisor, and cashier supervisor. For each role, it outlines the core responsibilities, duties, and tasks involved in supervising employees and ensuring smooth operations in the respective departments. The document serves to inform trainees about the hotel organization structure and the essential functions of different supervisory roles.

1. WELCOME
National Hotel and Tourism & Training Institute
DHM-16/14

2. Opening Remarks
Arifur Rahman
Roll:25 (Group Leader)
Kausar Ahammed Rupom
Roll:14
Tajul Islam Khan
Roll:18
Saifur Rahman
Roll:23
Saddam Hossain
Roll:19
Debodev Khisha
Roll:17

3. “Supervisor’s Role In A Specific
Hospitality Industry”

4. Our Choice for Presentation:
HOTEL
One of the best
uprising business
category in this
sector……

5. 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.

6. Small Hotel Organization Chart
Gm
Manager
FO
Supervisor
HK
Supervisor
F&B
Production
B&P
Supervisor
F&B
service
B&B
Supervisor
Manteca
Supervisor
Accounts
Supervisor
W W W W W W W W W W W W W W W W

7. Who Is a Supervisor ?
First level manager, who works
with entry level employees to
achieve the goals of the work unit

8. 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:

9. • Overseeing the day to day
activities of the employees in their
work unit:
 Monitor
 Feedback
 Solve problem

10. The Position of A Supervisor :
Manager
Supervisor/
Leader
Supervisor/
Leader
WorkerWorkerWorker Worker
Top Management
Middle
Management
Employees
Supervisor

11. Supervisor’s Job:
GET THE WORK DONE . . .
THROUGH OTHERS!

12. How Does A Supervisor Do It?
Plans work
Allocates resources
Makes decisions
Provides directions to the team
Solves problems
Measures and reports results

13. PLANS WORK
What needs to be done?
What are the priorities?
Who will do the work?
 When will it be done?

14. ALLOCATES RESOURCES
Match Resources to the Job
People
Equipment
Materials & Supplies

15. MAKES DECISIONS
1. Gather Info
2. Confer with Your Team(s)
3. Decide
4. Inform
5. Implement

16. DECISION MAKING STYLES
 Make Decision Alone – Tell Others
 Ask for Input – Then Decide
 Ask for Recommendation – Then Decide
 Discuss – Get Consensus
 Delegate Completely

17. PROVIDES DIRECTIONS
 Set Goals
 Make Your Plan
 Work Your Plan
 COMMUNICATE
 Debrief – Solicit Feedback
 Follow-up

18. SOLVES PROBLEMS
SITUATION  What’s the problem?
TARGET
PROPOSAL
 What’s the goal?
 What’s the best solution?

19. MEASURE RESULTS
 How Well Are You Doing?
 How Do You Know?
 Not Just for “Bean Counters”
 Perception Is Reality
TELL YOUR STORY!!!

20. 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

21. Front office
Supervisor

23. What IS Front office Supervisor ?

24. 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

25. 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.

26. Baggage Supervisor

27. 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.

28. 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

29. Housekeeping
Supervisor

30. 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.

31. Responsible To : Housekeeping manager
Responsible For :
 Supervision and
Control
 Clinging and Servicing

32. Mainly Covered area :
Guest floors
Health club
Restaurants
Function
Public rooms etc.

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

34. 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

35. Job Duties
• orders and issues cleaning materials
• linen checks
• maintenance checks
• liaises with reception on guest arrivals and departures

36. Laundry supervisor

37. Definition of laundry department:
Those department provides laundry , dry
cleaning and pressing services to guests .

38. Laundry department organization chart :
Laundry dpt.
Laundry Manager
Laundry Supervisor
Checker
Spotter
Washer
Ironer
Packer
Calendar
DC
Ironer
Dry
Cleaner Packer

39. 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

40. 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 .

41. F& B Production
supervisor

42. What is F& B Production
supervise ?
Enables compliance, operational efficiency, cost
reduction, and customer supply excellence in
Food and Beverage manufacturing .

43. 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

44. 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

45. 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 .

46. Bakery & Pasty Supervisor :

47. 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.

48. 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.

49. 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

50. Job duties of pastry chef :
 Create and prepare dessert menu items
Ordering food and supplies for dessert menu items
Preparing and submitting a budget.
Supervising and training other chefs in the pastry kitchen.
Preparation of baked goods.
Researching and developing recipes.

51. F&B service
Supervisor

52. Food & beverage
division
management
Coffee Shop Main Restaurant
Specialty
Restaurant
Bar Banquet Room Service Stewarding
Food & Beverage
Service
Lay out of service supervisor

53. Which person is the F&B service Supervisor ?
The Food and Beverage servings supervisor
directs and schedules kitchen , bar staff and
Food & Beverage serves .

54. 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.

55. 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.

56. Bar & Beverage supervisor

57. 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.

58. 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.

59. 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 :

60. Maintenance supervisor

61. 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.

62. 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.

63. 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.

64. Cashier Supervisor

65. Abbreviation of Cashier ?
 C – Common Sense
 A – Accuracy
 S – Sensibility
 H – Honesty
 I – Integrity
 E – Exactness
 R - Responsibility

66. 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.

67. 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.

68.  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

69. The End !

70. Q & A
Questions, Issues , query's For our
presentation ?