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1、Unit 9 Supervision,Part One Speaking and Passage Part Two Grammar Part Three Extra Reading Part Four Structure and Vocabulary,下一页,返回,Part One Speaking and Passage,Text Supervision Supervision is the management of human resources. To supervise means to watch over, to guide and to lead. Now that an em
2、ployee is promoted to the supervisor position，he represents management to his employees. Meanwhile，he also represents his employees to the management. He is the linking pin between the people who do the job and the people who set the propertys goals. Without him，the job would not get done and no cle
3、ar-cut goals could be developed. Thats the importance of supervision in the hospitality industry.,下一页,返回,Part One Speaking and Passage,In order to fulfill his tasks，a supervisor needs both job skills and skills such as supervising skill，leadership skill，communication skill，and time management skill，
4、etc. Each skill will help improve his performance as a new supervisor. As a supervisor, he must learn to understand people in order to get his job done. Part of the learning is understanding the responsibilities he takes，including those for his leaders，employees guests and other supervisors. Supervi
5、sing doesnt mean breathing down employees necks. Good supervisors know how to walk the line between under and over supervising. There are some directions in supervising:,上一页,下一页,返回,Part One Speaking and Passage,supervising up- working with leaders，supervising down working with employees，supervising
6、across- working with other supervisors and supervising a diverse work force. Being promoted to the position of a supervisor could be a scary experience. But if a new supervisor sees the challenges the hospitality industry offers him，he is right on his way to a success.,上一页,下一页,返回,Part One Speaking a
7、nd Passage,Dialogue 1 Talking about Supervision Situation (G) ,a new supervisor, is talking about supervision with Annie (A)，the former Front Office supervisor, who is moving up to a manager s position. G: Ive just got over the training course. But I still lack experience. Annie，could you please me
8、something about your supervision experience ？ A: With pleasure. I never thought Id say it, but Im going to Miss this job. At first, I felt somewhat embarrassed about getting the promotion because other people wanted it，too.,上一页,下一页,返回,Part One Speaking and Passage,I tried to be everyones friend to r
9、educe the tension. As a result, some of the front desk started to bend the rules G: How did you handle the problem? A:I decided to become tough, give orders and discipline people-let them know they couldnt walk all over me. The solution was simple，really. I just had to learn to be firm and play fair
10、. G: Yes，to be firm and play fair are also very important to me. A:I also felt a lot of pressure from my leaders and the guests. In such conditions，Id follow the leaders instructions, rely on the team work and fulfill the guests reasonable requirements with respect and efficiency. As time went on，I
11、got better at my job.,上一页,下一页,返回,Part One Speaking and Passage,Dialogue 2 When the Hotel Is Booked Solid Situation: Mr. Sims (S) walks up to a receptionist (R ) to check in. It is the first day for (G ) to serve as a new supervisor of the Front Desk. R: Good afternoon . sir. Welcome to the Palace Ho
12、tel. S: Good afternoon. My name is Sims，and I have a reservation. R: (Checks the computer, looks through the reservation card，and frowns a bit ) I see that you have your reservation confirmed，but I cant find any record of it. It has been misplaced.,上一页,下一页,返回,Part One Speaking and Passage,S: Ill jus
13、t take whatever is available. R: Im sorry，Mr. Sims. But Im afraid that were booked solid. There are no rooms available. S: What? I do have a confirmed reservation. Give me a room right now! (George is watching over and quickly steps towards Mr. Sims.) G: Im awfully sorry，Mr. Sims. Its our fault. But
14、 all the rooms are sold out. Would you mind waiting until 6:00 this afternoon? Maybe some guests will check out or there will be some “no shows.” If so - S:I am too tired to wait for that long.,上一页,下一页,返回,Part One Speaking and Passage,G: Very sorry, Mr. Sims. May I send you to another hotel? Of cour
15、se，well pay you the cab fare and your first night s lodging. S: Well，it seems to me that I have to accept your G: Thank you very much，Mr. Sims. I11 get the bellman to help you with your baggage and accompany you to the nearby hotel. Have a nice day，Mr. Sims.,上一页,下一页,返回,Part One Speaking and Passage,
16、Word List,上一页,下一页,返回,Part One Speaking and Passage,上一页,下一页,返回,Part One Speaking and Passage,Useful germs and Exl6ressions job skill 工作技能 people skill 人际技能 supervising skill 督导技能 leadership skill 领导技能 communication skill 沟通技能 time management skill 时间管理技能 watch over 监督，监视,上一页,下一页,返回,Part One Speaking and Passage,linking pin 连接的环节 move up to 提拔到 lead to 通往 confirmed re
