Hawaii Hospitality - July/August 2013 - (Page 22)
CLEAN TALK with
Rose
BY ROSE GALERA, CEH
Hi Rose,
Though rewarding with good opportunities, managing a hotel housekeeping department in Hawaii
is challenging, with the many diverse employees to supervise and keep motivated. I must develop a
supervisor training program and need advice on what would be key topics to consider for such training.
Mahalo,
Dina
Aloha Dina,
Supervisory training is essential to
insure employee morale, motivation,
productivity, efficiency and effectiveness
and to maintain high quality standards.
Training will enhance the mentoring process
for supervisors to become successful
housekeeping managers. Results-oriented
training should focus on people skills.
Following are highly recommended
topics for supervisory training.
Communication
Every type of communication
training is needed to include language,
speaking or writing and nonverbal
expressions such as smiles, gestures
and body language that are important
in communicating ideas and feelings
to people. Emotions and gestures
communicate “unspoken” messages.
Successful communication is in the art of
listening—listening not only with one’s
ears, but also with one’s eyes to notice
body language and facial expressions.
Performance Evaluation
Performance evaluation is a
responsibility of every supervisor.
Evaluations provide for meaningful
feedback and discussions, allows for
management to make appropriate
administrative recommendations
and assist in determining where
improvement is required. Performance
evaluations serve a dual function:
an employee feedback system and a
management information system.
A smile is something nice to see,
it doesn’t cost a cent.
A smile is something all your own,
it never can be lent.
A smile is welcome anywhere,
it does away with frowns.
A smile is good for everyone,
to ease the ups and downs.
Cultural Diversity
According to sociology, psychology
and political science theories, man is a
Coaching
Coaching improves the performance
of others. Supervisors who coach
encourage their teams to learn from and
be challenged by their work. Coaching
is an unending process—each new
achievement forms a platform for the
next challenge.
Leadership
Leaders are made, not born; they are
molded by experience, helpful mentors
and opportunity. As the author Leroy
Eimes said, “A leader is one who sees
more than others see, who sees farther
than others see, and who sees before
others do.”
Motivation
In today’s increasingly competitive
business world, a highly motivated
workforce is vital for any organization
seeking good results. Learning how to
positively motivate others has become
an essential skill for all supervisors.
22
Hawaii Hospitality
■
July/August 2013
Teamwork
A game of excellence! There are no
rules except for those that come from
one’s own integrity and commitment to
do whatever it takes. It is a very highlevel game for those who are willing to
play with an open heart. It is for those
with a strong sense to praise the abilities
of others.
Teamwork is a game of service.
Teamwork creates miracles!
The Art of Smiling
Remember the poem, “Smile”
(author unknown):
creature of culture. By understanding
the building blocks of cultural identity,
we can approach others with greater
sensitivity and understanding.
All the above topics are essential
to developing an outstanding
housekeeping department.
Happy training!
Rose Galera, CEH
Rose Galera has 50 years of professional experience
and is currently the president of the International
Executive Housekeepers Association, Hawaii chapter.
(808) 678-8021
galerar002@hawaii.rr.com
www.rosegalera.com
http://www.rosegalera.com
Table of Contents for the Digital Edition of Hawaii Hospitality - July/August 2013
New Restaurants
Beverage Trends
Guest Services
Beyond Waikiki
Talk Story with George Szigeti
Association News
News Briefs
Clean Talk with Rose
Hawaii Hospitality - July/August 2013
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