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Chapter 14 Managing Front Office Operations HOT 333
- 1. Managing Front Office SQA I HOT 333
- 2. Managing Human Resources Recruiting Selecting Hiring Orienting Skills Training Staff Scheduling Staff Motivation
- 3. Recruiting Process of Seeking Screening of applicants Fill open positions
- 4. Internal Recruiting Advantages Improves morale of promoted employee Improves morale of other staff members Managers can better assess abilities of internal recruits Successions help reinforce companyās internal career ladder Lower costs than external recruiting Disadvantages Promotes inbreeding Lower morale for those skipped over for promotions Skipped-over staff may feel favoritism exists Filling gap in one department may create critical gap in another
- 5. Internal Recruiting Methods Cross-training Succession planning Posting job openings Paying for performance Maintaining call-back list
- 6. External Recruiting Advantages Brings new talent, new ideas in Enables to find out about competitors Reinforces positive aspects of company Avoids āpoliticsā of internal recruiting Serves as form of advertising Disadvantages Difficult to find good fit with companyās culture May create morale problems if no opportunities for current staff Orientation takes longer Lowers productivity in short run Conflicts with internal & external recruits
- 7. External Recruiting Methods Advertising Networking Temporary employment agencies Employee referral programs Tax credits Workers with disabilities Maintaining call-back list
- 8. Selecting Does candidate have skills necessary to do job? ā¢ Language skills ā¢ Mathematical skills ā¢ Keyboard skills Does candidate have personal qualities necessary to uphold hotelās image & values? ā¢ Congeniality ā¢ Flexibility ā¢ Professional attitude ā¢ Self-motivation ā¢ Well-groomed
- 9. Selection Tools Job Specifications ā¢ List all tasks ā¢ Outline reporting relationships, responsibilities, working conditions, equipment & material used, etc. Job Description ā¢ Describe skills, traits, educational background & experience needed ā¢ Terminology that relates to specific needs ā¢ Reflect specific working environment of property Evaluating ā¢ Reviewing applicant references ā¢ Running police background check ā¢ Conducting drug tests Interviewing
- 10. Interviewing Objectives Establish working relationship Collect information from applicant Provide information to applicant Promote company Create goodwill
- 11. Interview Questions Ask applicant for list instead of single response Use direct questions to verify facts & cover information (Closed Ended Questions) Asking indirect questions to make comparison & standard responses(Open Ended Questions) Pursue specific subject in details when unreasonable Probe for additional question Use short affirmative responses Use silence let applicant to continue Suggestive over sample answers if not understood Make comments to receive varying response
- 12. Common Interviewing Errors ā¢ Similarity error ā¢ Contrast error ā¢ Overweighting negative information ā¢ First-impression error ā¢ Halo effect ā¢ Devilās horns ā¢ Faulty listening & memory ā¢ Recency error ā¢ Nonverbal factors
- 13. Hiring ā¢Extending Offer ā¢Negotiating Offer ā¢Completing Offer Job Offer Processing Personal Record ā¢Hotel & History ā¢Benefits, Job Working Conditions & Team Building Orienting
- 14. Skills Training Prepare to train Present training Practice skills Follow up
- 15. Skills Training ā¢ Job Analysis ā¢ Job Knowledge ā¢ Task List ā¢ Job Breakdown Prepare to train
- 16. Training Need Analyze New Employee Analyze Current Employee
- 17. Develop Training Plan Review knowledge sections & job breakdowns Written form Training Schedule ā¢ Person ā¢ Methodology Training Time & Location Notify employee date & time Practice your presentation Gather necessary supplies
- 18. Present Training Job breakdown is guide Follow sequence Show & Tell staff what, how & why to do it Importance of details Give them chance to prepare Explain & demonstrate See you clearly what are you doing Encourage to ask questions Go slowly & carefully Repeat at least twice Avoid jargon
- 19. Practice Skills Trainees should try to perform alone Immediate practice is effective Trainee should demonstrate Trainer awareness that message went through Coaching will enhance confidence & skill Compliment on correct performance Gently correct when observe problem
- 20. Follow Up Provide opportunities to perform after training Encourage discussion among employees Provide on going, open communication over progress & concern Continue coaching on job Give constant feedback Evaluate progress Get employees feedback
- 21. Staff Scheduling Schedule should cover full workweek Scheduling can be based on seniority or other criteria, as long as manager is consistent & fair Schedules should be posted at least three days prior to start of next workweek Days off, vacation time, & requested days off should be indicated Current weekās schedule reviewed daily & changes noted on posted version Copy of schedule can be used to monitor attendance of employees
- 22. Alternative Scheduling Techniques Part-time scheduling Flextime scheduling Compressed schedules Job sharing
- 23. Staff Motivation Training Cross-training Recognition Communication Incentive programs Performance appraisals
- 24. ? Any Questions