This document outlines Lesson 5 on service staffing within the tourism and hospitality industry, focusing on recruiting, training, and empowering employees for outstanding guest services. It emphasizes the significance of effective staffing processes, including internal and external hiring methods, and various training techniques to enhance employee capabilities. Additionally, it addresses the importance of cultivating a supportive organizational culture and motivating employees to achieve exceptional service outcomes.

1. Lesson 5: Service Staffing in Tourism
and Hospitality Industry

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Lesson 5: Service Staffing in Tourism and Hospitality Industry

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Learning Objectives
At the end of the lesson, the students should be able to:
1. understand the process of recruiting employees and be familiar with
the approaches and techniques of interview and screening of job
candidates;
2. understand the training and development techniques used by the
tourism and hospitality organizations;
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Learning Objectives
3. know how tourism and hospitality employees are trained to provide
outstanding guests services;
4. know why hospitality organizations value their employees through
empowerment; and
5. understand the importance of managing and equipping employees of
the right mindset as being part of the organization.
Lesson 5: Service Staffing in Tourism and Hospitality Industry

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Content
1. Staffing for Service
2. Training and Developing Employees to Serve
3. Empowerment of Employees
4. Culture of the Organization
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Staffing for Service
“As future managers it is also important to study and understand this
exercise to facilitate efficiency and accuracy of finding the right person for
the position in your team or your department.”
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“Managers should consider forming a team to avoid doing the
process repeatedly. The exercise would be resource consuming
and counter-productive.”
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“Applicants should have the right attitude and character to be
considered by companies.”
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“In the service industry, frontliners must possess traits that are
not common among all employees.”
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Internal Hiring
• Information about the Applicant. Data about applicants can be
accessed and accurate.
• Fairness of the Company. Objective strategy would be received well.
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Internal Hiring
• Knowledge and Experience Within the Organization. Familiarity with
the functions, values, and culture.
• Organizational Culture and Values. Internal hires adjust better.
• Reduce Costs. Hiring employees entails costs.
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External Hiring
• Paradigm Shift and New Perspectives. Companies hire that serve as
catalysts for change.
• Education and Experience. Hire trained and proficient employees.
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External Hiring
• Diversity of Workforce. Diversified employees understand varied
guests and preferences.
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Approaches to Hiring
External Employees
Internet
Advertising
Linkages
Internship Program
Referrals
Company Image/Brand
Walk in Applicant
Headhunter
Talent Pool
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Approaches to Hiring External
Employees
• The Internet. Job recruitment sites for vacancies or open positions.
• Print Advertising. Ads in major dailies/magazines.
• Professional Linkages/Groups. Connections in clubs and chat
rooms.
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Approaches to Hiring External
Employees
• Internship/Work and Travel Program. On-the-job trainings abroad.
• Referrals or Peer Recommendations. Hardworking employees’
connections.
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Approaches to Hiring External
Employees
• Company’s Image or Brand. Best hospitality company attract good
applicants.
• Walk in Application. Applicants with no work experience.
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Approaches to Hiring External
Employees
• Headhunters. Professional recruitment organizations looking for
talents.
• Talent Pooling. Companies maintain list of candidates.
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Tools Used for Selection and
Information Gathering
Hiring Tools
Application
Form
Interview
Psychological
Test
Background/
References
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Hiring Tools
• Application Form. Basic tool to gather information about the
applicant.
• Interview. Confirm information and seek further data.
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Hiring Tools
• Psychological Tests. Evaluates mental soundness.
• Companies call on references to confirm information.
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Training and Developing Employees to
Serve
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Training the Employees
• Needs to be trained to deliver services and perform tasks consistently.
• Understand the value of best guest experience.
• A continuous process.
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Trainings
External
Internal
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External training
• Conducted by experts to coaching skills.
• Specific skills need to be learned.
• For a period of time.
• Tailor-fit or customize trainings of the company.
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Internal Training
• In-house training
• Done by the training and development or human resources.
• Emphasizes the type of service and culture of the company.
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Methods of training
• Personal Training. One to one training.
• On the Job Training. Learns job through actual experiences.
• Classroom Lecture. Traditional teach and learn approach.
• Simulation. Practice tasks in a controlled environment.
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Methods of training
• Audiovisual Presentation. Audiovisual materials used in training.
• Computer Aided Training. Exercises through computer programs.
• DIY Training. Self-paced training method.
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Motivating Employees to Provide
Exceptional Service
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• Employees joins the organization to fulfill their dreams and meet their
needs.
• Financial incentives and rewards are good motivators.
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• Financial rewards: wages, incentives, bonuses, stocks, or
commissions.
• Non-financial rewards: recognition, enjoyment in workplace, and
minimizing stress.
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Empowerment
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• Employees must have the tools to execute decision-making.
• Employees should be aware of their responsibilities
• Employees must know when to make decisions.
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• Effective if it serves the right purpose.
• Not in all situations is empowerment effective.
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Culture of the Organization
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• The values, way of life, or philosophies embodied by members of the
organization.
• How employees should perform and think in their jobs.
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• Establish culture to provide consistent service.
• Should be communicated to affirm shared beliefs, value and norms.
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• Organizations communicate culture through:
− company policies and rules
− role models or model employees
− ceremonial activities or rites
− symbols
− linguistics
Lesson 5: Service Staffing in Tourism and Hospitality Industry