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Copyright, iv
Contributors, xvi
Preface, xix
About the Author, xx
Hospitality Defined, xxi
Part I. The Chef as Supervisor, 1
Chapter 1. Supervision, 1
Outline, 1
Objectives, 2
Case Study: West Village Country Club, 2
Introduction, 3
Definition of Supervision, 5
Attributes of the Successful Chef Supervisor, 6
Chef Supervisory Role Models, 7
Duties and Functions of the Chef Supervisor, 11
Elements of Kitchen Supervision, 12
The Concept of Authority, 18
The Evolution of Supervisory Chefs, 18
Conclusions, 21
Summary, 21
Discussion Questions, 21
Notes, 22
Chapter 2. The Chef Supervisor and Management Theories, 23
Outline, 23
Objectives, 24
Case Study: Amber Light Steakhouse, 24
Introduction, 25
The Foodservice Customer Defined, 25
Philosophies, Concepts, and Theories of Management, 26
Scientific Management: A Historical Perspective, 26
Management by Objectives, 27
The Excellence Movement, 28
Reengineering, 29
Total Quality Management, 29
Contemporary Management Theories, 30
Quality, 31
Change, 36
Conclusions, 38
Summary, 38
Discussion Questions, 39
Notes, 39
Chapter 3. Motivation, Morale, and Strokes, 40
Outline, 40
Objectives, 40
Case Study: Appleton Cafeteria, 41
Introduction, 42
Defining Motivation, 42
Theories and Motivational Philosophies, 44
Morale, 47
Strokes, 49
Feedback, 52
Conclusions, 53
Summary, 53
Discussion Questions, 54
Notes, 54
Chapter 4. Building Teamwork in the Kitchen, 55
Outline, 55
Objectives, 56
Case Study: Southerton Country Club, 56
What Is Teamwork?, 57
Groups and Teams, 59
Developing a Kitchen Team, 60
Organizational and Operational Team Standards, 61
Establishing Goals and Objectives, 63
Facilitating Kitchen Teamwork, 64
Decision Making and the Kitchen Team, 64
Working Together, 64
Understanding and Trust, 65
Interteam Dependence, 66
Vision and Team Development, 67
Attributes of Effective Kitchen Teams, 68
Breaking Down Barriers, 69
Empowerment and Kitchen Teams, 71
A Great Place to Work, 72
Conclusions, 73
Discussion Questions, 73
Notes, 73
Chapter 5. Respect, 74
Outline, 74
Objectives, 74
Case Study: Alta Linda Regional Medical Center, 75
Introduction, 76
Respect and Criticism, 77
Diversity, 79
Discrimination, 82
Conclusions, 84
Discussion Questions, 85
Notes, 85
Chapter 6. The Chef as Communicator, 86
Outline, 86
Objectives, 87
Case Study: La Maison Blanc, 87
Introduction, 88
Elements of Communication, 89
Barriers to Communication, 91
Guidelines for Effective Communication, 91
Nonverbal Communication, 95
Listening, 96
Giving Directions, 98
Leading a Meeting, 99
Written Communication, 101
Communication via the Grapevine, 105
Conclusions, 106
Summary, 106
Discussion Questions, 107
Notes, 107
Chapter 7. The Chef as Leader, 108
Outline, 108
Objectives, 109
Case Study: Crown Hotel, 109
Defining, Authority, Management, and Leadership, 110
Leadership Development, 114
Trait Theories, 118
Behavioral Theories, 118
Leadership Styles, 119
The Nature of Culinary Leadership, 121
Building Leadership Self-Confidence, 123
Developing Culinary Leadership, 124
Humor as a Leadership Tool, 126
Conclusions, 127
Summary, 129
Discussion Questions, 129
Notes, 129
Part II. The Chef as Trainer, 131
Chapter 8. Quality and Training in the Kitchen, 131
Outline, 131
Objectives, 132
Case Study: Juniper Crest Country Club, 132
Introduction, 133
Training Is an Investment, 134
A Systems Approach to Training, 135
Types of Training, 138
How People Learn, 141
Adult Learning, 143
Barriers to Learning, 143
Starting right, 144
Preparation, 145
On-the-Job Training, 145
Conclusions, 146
Summary, 146
Discussion Questions, 147
Notes, 147
Chapter 9. Preparing Training Objectives, 149
Outline, 149
Objectives, 150
Case Study: Hamilton House Restaurant, 150
Introduction, 151
Definitions, 151
Hierarchy of Objectives, 154
Training Lesson Plans, 156
Characteristics of a Training Session, 156
Steps in Planning Training Sessions, 157
Conclusions, 160
Summary, 160
Discussion Questions, 161
Notes, 161
Chapter 10. Understanding Instructional Delivery, 162
Outline, 162
Objectives, 162
Case Study: Cypress Cove Resort, 163
Introduction, 164
Getting Started, 166
Your Comfort Level, 166
Effective Interpersonal Communication, 167
Training and Diversity, 168
Getting the Team Involved, 170
Brainstorming, 172
Understanding Group Behaviors, 172
Summary, 173
Discussion Questions, 174
Notes, 174
Chapter 11. Training Methods, 175
Outline, 175
Objectives, 175
Case Study: China Delight, 176
Introduction, 177
Specific Training Methods, 178
Way Training Reinforcement, 187
Negative Training Methods, 188
Developing the Team Member with Potential, 188
Training Evaluation, 189
Summary, 191
Discussion Questions, 191
Notes, 192
Chapter 12. Training and Transactional Analysis, 193
Outline, 193
Objectives, 193
Case Study: Joshua Tree Restaurant, 194
Introduction, 195
Identifying Ego States, 196
Crossed Transactions, 197
Psychological Games, 199
Summary, 201
Discussion Questions, 202
Notes, 202
Part III. Management and Chef Supervisors, 203
Chapter 13. Managing and Utilizing Time, 203
Outline, 203
Objectives, 204
Case Study: Ms. Bee’s Restaurant, 204
Introduction, 205
Time Management Misconceptions, 207
Choosing Priorities, 208
Time Leaks, 210
Time Management Skills, 210
Personal Time Management, 213
Summary, 213
Discussion Questions, 214
Notes, 214
Chapter 14. Recruiting and Selecting Kitchen Team Members, 215
Outline, 215
Objectives, 215
Case Study: Adair Catering, 216
Introduction, 217
Job Descriptions, 217
Recruiting, 218
Legal Implications, 219
Screening, 221
Interviewing, 222
Making the Decision, 228
Summary, 229
Discussion Questions, 230
Notes, 230
Chapter 15. Induction and Orientation Training, 231
Outline, 231
Objectives, 231
Case Study: Rock Hill Inn, 232
Introduction, 233
Induction Training, 234
Orientation Training, 234
Duration of Orientation Training, 238
Conducting Induction and Orientation Training, 238
Follow-up and Evaluation, 239
Summary, 240
Discussion Questions, 241
Notes, 241
Chapter 16. Team Performance Appraisal, 242
Outline, 242
Objectives, 242
Case Study: Canyon Bluff Resort, 243
Introduction, 243
Evaluating Performance, 244
Methods of Evaluation, 245
Appraisal Interviews, 247
Compensation, 249
Summary, 250
Discussion Questions, 250
Notes, 250
Chapter 17. Work Environment, 251
Outline, 251
Objectives, 251
Case Study: Texas Moon Restaurant, 252
Introduction, 253
Job Satisfaction, 254
Frustration, 255
Complaints, 256
Safe Work Environment, 257
Health and Wellness, 260
Conclusions, 263
Summary, 264
Discussion Questions, 264
Notes, 264
Chapter 18. Discipline and the Kitchen Team, 266
Outline, 266
Objectives, 266
Case Study: Stone Lion Hotel and Conference Center, 267
Introduction, 268
The Chef Supervisor’s Role, 268
Approaches to Discipline, 269
Administering Discipline, 272
Approaches to Positive Discipline, 274
Exit Interviews, 275
Summary, 276
Discussion Questions, 277
Notes, 277
Chapter 19. Problem Solving and Decision Making, 278
Outline, 278
Objectives, 278
Case Study: JL Beach Club, 279
Introduction, 280
The Decision-Making Process, 280
Empowerment and Decision Making, 281
Problems, 283
The Pareto Principle, 284
Rules for Problem Solving and Decision Making, 286
Summary, 288
Discussion Questions, 288
Notes, 289
Appendix A. Federal Regulations and Executive Orders, 290
Appendix B. Glossary of Terms, 295
Appendix C. Bibliography, 299
Index, 303

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