Book Title: Supervision in the Hospitality Industry
Book Edition: Eighth Edition
Author(s): John R. Walker and Jack. E. Miller
Publisher: Wiley
ISBN: 978-1-119-14846-3

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Case Study: The Supervisor Blues


The business is experiencing reduced collaboration and engagement in the workplace. As the supervisor, Mike should assemble the workers and speak to them about gaps and organizational implications. For example, the lack of teamwork and communication among the workers might emerge from the leadership’s failure to inform the employees about these crucial processes. Thus, Mike should speak to the workers and educate them about creating a viable working environment for all.

The lack of teamwork might have adverse effects on the business. As the supervisor, Mike has the responsibility to lead the team in establishing a conducive working environment. As Walker and Miller (2015), people management is an important role that supervisors handle in a business setting. They ensure that workers develop relevant motivational factors for the team members. Mike can undertake strategies such as role clarification, establish effective communications, and specifying goals. Role clarification enables each of the workers to understand the expectations. Also, establishing effective communication tactics and goal specification helps team members work together to meet the set milestones and objectives.

One of the key factors behind the group’s negative norms is the lack of quality communication strategies. The business might not have provided appropriate communication methods that the workers can utilize for communicational purposes. Another reason behind the negative norm is the lack of a supportive corporate culture. Issues such as workers following their interests, boredom, and unhappiness can be linked to the absence of a robust organizational culture. Thus, leaders need to develop a strong culture and create essential communicational platforms.

A Total Quality Management (TQM) plan would accelerate service delivery in the business. It supports the development of strategies that meet higher consumer satisfaction. For instance, TQM strategies improve processes and the workplace culture enabling workers to deliver quality services to the consumers. Thus, adopting a TQM plan might allow Mike to streamline all the activities and processes in the workplace to meet significant milestones and objectives.






Walker, J. R., & Miller, J. E. (2015). Supervision in the Hospitality Industry: Leading human resources. John Wiley and Sons.

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