Essay
Hospitality Unit 2 -P1, P2, P3, P4, M1, D1
- Institution
- Pearson (PEARSON)
Pass Distinction Criteria
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Content preview
1) Describe the role of the supervisor in leading by example when delivering excellentcustomer service. (P1)
Introduction
Supervisors play a vital part within a business. A supervisor is a person who directs and oversees the
work of another person or authority. The main four roles of a supervisor are to lead the team,
demonstrate good customer service, set team goals and keep a positive attitude.
Leading a Team
A supervisor can lead a team in two different types of ways, the first type is directed behaviour and
the second type of way is supportive behaviour.
The directed approach to supervising is by giving your staff direction in their day to day duties. This
type of approach to supervising ensures that there is a clear understanding of what the supervisor
wants and expects from their staff.
The supportive approach to supervising ensures that the supervisor supports their staff in their
career and listens to them. This approach to supervising ensures that employees feel valued and can
therefore lead to an increase of moral within the work place.
Demonstrating Good Customer Service
As well as leading the team the supervisor is also there to demonstrate good customer service skills,
for example personal presentation, knowledge of products and services, communication and
listening skills . This would mean physically getting involved and going out onto the shop floor, in
order to deal with customers. When supervisors do this it gives staff an opportunity to see how the
supervisors deal with complaints, and mean that they can learn from the example set.
Setting Team Goals
Within many businesses there are goals that employees have to meet for example sales targets. The
supervisor is ultimately sets these goals to suit the abilities of his/hers employees. Supervisors also
ensure that these goals are achieved and help employees who are having trouble to meet these
targets.
Maintaining a Positive Attitude
In order to maintain a positive attitude the supervisor will need to meet and greet customers as well
as acknowledge staff and saying good morning etc. By being friendly and approachable the
supervisor will ensure that both customers and employees feel welcome and comfortable.
As well as being a leader, a supervisor is also an excellent role model and teacher. They give
direction as well as provide feeling of pride and job satisfaction.
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