Supervisor Development Program

A
G 1. Understanding why supervisor are
important

E 2. Overview of the role of a supervisor

3. Attributes of a good supervisor

N 4. How to organize and supervise activities

in the workplace - Daily activities

D 5. How to manage oneself as a supervisor

A
Before we begin rules for training
Before we begin rules for training
What does Supervisor mean?
Why Supervisors are important ?

• To Guide
• To Watch over
• To Lead
• To train

Supervisor :- A person in the first line management who

monitors and regulates employees in their performance
of assigned or delegate tasks .
Role of a Supervisor

Middle
Management
Role of a Supervisor

A supervisor takes care of

People Tasks & Change Customer

Time

Supervisor
Leading the team
• Listen and understand each
individual
• Coach and support individual
ideas and people
• Deal with team and individual
challenges
• Recognize and use individual
abilities
People • Acknowledge individual and
team contributions
• Empower individuals and team
• Support hiring right people for
right job
• Provide constructive feedback
Delegation

 Consider the task

 Give clear, complete instructions

 Check for understanding and skill

level prior to delegating task

 Follow-up

 Support your team members

 Encourage, praise and motivate

Feedback – SBI Model
A GREAT LEADER
Task & Time Focus

• Know your tasks well, develop

and upgrade your knowledge
• Define the task & time
available
• Train your team extremely
well
• Make a plan of the tasks to
complete with timelines
• Control the quality of the work
Tasks &
Time • Measure performance and
progress against plan
• Adjust the plan where
necessary
Task & Time Management :-

Time management refers to managing time effectively so that the

right time is allocated to the right activity .
Change Focus

• Adapt to changing
circumstances
• Accept the change
• Understand the benefit of
change
• Explain the benefit and
create a positive outlook
Change • Exhibit commitment to
change
Manage Customers

• Define needs of internal and

external customers
• Communicate with customers
politely and professionally
• Maintain high standards of
quality service
• Ask and be open to feedback
• Handle complaints effectively
Customer
Attributes of a good supervisor

• Personal Presentation
• Body Language
• Effective
communication
• Eye for Detail
• Ownership &
Accountability
 Personal Presentation

 The process of making

yourself look neat, tidy &
pleasant

 Enhances your natural

beauty

 Professional appearance
which leaves a good
impression

18
Personal Presentation - Body language & facial expressions
Communication - Listening
One of the most important aspects of communication is
listening. Listening well can have a major influence on your
job effectiveness, and on the quality of your relationships
with others.
Listening is important as it helps us to:

Obtain information

Understand

Enjoy

Learn
IMPORTANCE OF COMMUNICATION?

How does communication help in

the following?
 To work successfully as a team
 To maintain relationship
page 21
 To improve customer service
Spot the Difference Attention to Details
Check how many you did you spot!!!
What is Accountability?
What is Accountability?

Accountability is NOT: Accountability is:

You are the CEO of your life,

and you are RESPONSIBLE
Recap of Part 1
A Supervisor will need to perform the following and
continue to develop skills to become successful as a
Supervisor

1
2
3
4
5
6
7
8
A Part 1
1. Understanding why supervisor are
G important
2. Overview of the role of a supervisor

E 3. Attributes of a good supervisor

Part 2
N 1. How to organize and supervise
activities in the workplace - Daily
D activities
2. How to manage oneself as a

A supervisor
Lets see what we
learnt and
discussed in
Part 1 of
Supervisor
Development
Program
Lets see what we learnt and discussed in Part 1

Eye for
Personal Team Handling Detail
Presentation

Ownership & Communication Task

Accountability Knowledge

Time
Delegation Management
Supervisory work flow
Activity- My To do List!!
Make a list of daily activities that you have to carry on
at the site!

• Daily Task

• Extra Cleaning

• Meeting

Arrangement

• Events

• Vendor work

• Maintenance
Planning – The Tasks
• Briefing / De-briefing • Operational Audits for Cleanliness and

• Hand-Over & Take-Over SOP implementation

• Training • Authorizing daily checklist

• Making Duty Roasters • Snag List and Non compliance Reports

• Consumables Inventory • Supervising site activities

• Consumables Ordering • The defined operational activities QHSE

• Daily Consumption Report Checks

• Cleaning equipment Maintenance • Cleaning activities planned

• Training • Food Sampling

• Supervisor Walk through • Food cost Management

• Handling complaints • Snag List and Non compliance Reports

• Feedback clients/consumers
 Supervisor’s Walkthrough

Why is Site Walk Through required?

• All surface clean & sanitized
• Task performed as per instructions
• Find gaps if any
• Note down snag list
• List any hazards
• Safety of all employees
• Understand any cleaning issues
• Before / After effect
• Planning for next shift

33
 Supervisors Walkthrough

• Client Working Area What Areas is checked in the

• Meeting rooms
walk through?
Lets check True /False
• Reception / Lobby
• Lift landing area
• Staircase
• Washrooms
• Cafeteria /Pantry
• Outside / Car parking area
• HK / F&B Lockers
• Electrical rooms
• Recreation Area --- many more varying to site

34
 Briefing & De Briefing :-

Briefing:
 Allocation of work
 Task to be Performed
 Inform about Event / Meeting
/ Visitors
 Share about any Incident /
Accident / Near Miss
 Any Special arrangement
required
 Recognition & Appreciate
employees
De Briefing:
 Completion of Task
 Task Pending
 Training to be conducted
 Recognition & Appreciate
employees
 Share Complaints & Issues
 Share the Accidents /
Incidents / Near Miss

35
QHSE SAFETY EXPECTATIONS :-
 3 CHECKS FOR SAFETY
 ZERO INCIDENT & ACCIDENT
 COVID PRECAUTIONS
What is Check list?

Check List:
Comprehensive list of important or relevant actions or steps to be taken in a
specific order. This ensures no important task or step is forgotten.

Benefits of a checklist :-
• Check lists are written proof of task done or not
on time & provide an inspection of facilities to
determine deficiencies.

• Shows Accountability among staff

• Define regular maintenance requirements to

reduce deferred maintenance backlog. It helps in
identify areas & items that need cleaning.
Inventory Management :-

“It refers to the goods and materials that a facility holds for the ultimate
purpose of work or repair.”

It helps to understand:
• Consumption
• Stock
• Shrinkage & Loss
• Requisition

Which leads to:

• Smooth operations
• Happy customers
 52 Week Calander
Spring cleaning is the practice of thoroughly cleaning a facility & is a great
opportunity to give a good cleaning check .
 Implementing a deep clean process : It’s a great time to clean those hard-to-reach areas, exhaust & hoods, Ceiling,
scrub corners, and focus on areas around windows and doors.

 52 week calendar: Follow with schedule to cover all areas to create immaculate clean & safe environment for
customers

 Make it a team effort : Make sure you and your staff are
on the same page in regards to cleanliness. Remind your staff of the importance of maintaining high standards of
cleanliness.

 Cleanliness : Make a lasting impression that customers

will notice.

General Deep Cleaning frequencies :-

• DAILY

• WEEKLY

• MONTHLY

• QUATERLY

• HALF YEARLY
52 Week Calander: Deep Cleaning Schedule
 It can be be done in different ways:
1 During every shift
2 During Overlapping shift
3 Weekends
4 Bi-monthly
5 Monthly
6 Quarterly
7 Half yearly

 Its based on 3 things:

1 Identify all areas of your facility
2 Identify all task to be done
3 Identify Total staff during that shift On-duty

 Calculate the task that may be carried out by ‘5W’

When, Where, Whom, What, Why ?
 Deep Cleaning Schedules: Example
SHIFT/WEEK MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY
CONF & MEETING
FIRST SKIRTING WALL SPOTTING TECH ROOM STAIRCASE WORKSTATIONS
ROOM
CUPBOARD
SECOND GLASS CORNERS DOOR CORNERS DUSTBIN RUST CARPET SPOTTING WASHROOMS WEEKLY OFF
CORNERS
OVERLAAPI EXHASUST & AC WINDOW
LIGHT FIXTURES LIFT CHANNELS TERRACE MEETING ROOMS
NG VENTS CHANNELS

MONTHLY 1ST WEEK 2ND WEEK 3RD WEEK 4TH WEEK

WEEKEND HIGH LEVEL DUSTING MARBLE POLISHING PANTRY SCRUBBING SOFA & CHAIR SPOTTING

QUARTER 1ST QUARTER-JAN 2ND QUARTER-APRIL 3RD QUARTER-JULY 4TH QUARTER-OCT

WEEKEND MARBLE POLISHING CARPET SHAMPOOING FUNGUS REMOVING WOODEN MATTING

HALF YEAR 1ST HALF YEAR 2ND HALF YEAR

HOLIDAYS MARBLE RECRYSTALLISATION CARPET INJECTION & EXTRACTION

Deep Cleaning Schedules should be followed as per 52 Week Calendar prepared

onsite
Food Safety
Food safety is the assurance that food prepared and served will not cause
any harm to the consumer/ client .

FOOD SAFETY BASICS :-

Quality service for effective supervision

Quality is satisfying the customers by delivering flawless output continuously

and consistently!

How do we achieve Quality?

 SOPs/Standards

 Do

 Check

 Report/Inform

 Attention to detail

 Consistency
 Qualities of Supervisor
Eye for Details Delegator

Planner & Organizer Good Leader

Good Communicator Accountability

Problem solver Decision Maker

Creative & Knowledgeable Motivator

Time manager Excellent Skills

Flexible & Being Human Passionate Trainer

Transparent Analyzer

Pro-Active & Prioritizes Scheduler

Result Orienteer