Introduction. 1. The Current Envirnoment. 2. The Role of the Supervisor. 3. Motivation. 4. Leadership. 5. Staffing. 6. Training and Assessment. 7. Planning and Organising Workflow. 8. Delegation and Control. 9. Decision-making and Problem-solving. 10. Staff Administration. 11. Staff Scheduling. 12. Policies and Procedures. 13. Written Communication. 14. Quality Management. 15. Occupational Health & Safety. 16. Security. Integrated Casestudy. Bibliography. Index.
Dr. Lynn Van Der Wagen is Head Teacher of Tourism and Events at TAFE, Northern Sydney. She co-ordinates the delivery of the Bachelor of Event and Tourism Management (with Canberra University). Lynn played a key role in the team that trained the 100,000 strong workforce for the 2000 Olympic Games. Her enthusiasm for the mega event has evolved into roles with the Beijing Olympic Games, Shanghai Expo and London Olympic Games. She is also the author of Human Resource Management for the Event Industry 2e, published in the UK. Her major interest area is customer service training in the key industries of event, tourism and hospitality.