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Managing Front
Office
SQA I HOT 333
Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Staff Motivation
Recruiting
Process of Seeking
Screening of
applicants
Fill open
positions
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 company’s 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
Internal Recruiting Methods
Cross-training
Succession
planning
Posting job
openings
Paying for
performance
Maintaining
call-back list
External Recruiting
Advantages
Brings new talent, new ideas in
Enables to find out about competitors
Reinforces positive aspects of company
Avoids “politics” of internal recruiting
Serves as form of advertising
Disadvantages
Difficult to find good fit with company’s culture
May create morale problems if no opportunities for current
staff
Orientation takes longer
Lowers productivity in short run
Conflicts with internal & external recruits
External Recruiting Methods
Advertising
Networking
Temporary
employment
agencies
Employee referral
programs
Tax credits
Workers with
disabilities
Maintaining call-back
list
Selecting
Does candidate have skills
necessary to do job?
• Language skills
• Mathematical skills
• Keyboard skills
Does candidate have personal
qualities necessary to uphold
hotel’s image & values?
• Congeniality
• Flexibility
• Professional attitude
• Self-motivation
• Well-groomed
Selection Tools
Job Specifications
• List all tasks
• Outline reporting relationships, responsibilities, working conditions, equipment & material used, etc.
Job Description
• Describe skills, traits, educational background & experience needed
• Terminology that relates to specific needs
• Reflect specific working environment of property
Evaluating
• Reviewing applicant references
• Running police background check
• Conducting drug tests
Interviewing
Interviewing Objectives
Establish working
relationship
Collect information
from applicant
Provide information
to applicant
Promote company
Create goodwill
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
Common Interviewing Errors
• Similarity error
• Contrast error
• Overweighting negative information
• First-impression error
• Halo effect
• Devil’s horns
• Faulty listening & memory
• Recency error
• Nonverbal factors
Hiring
•Extending Offer
•Negotiating Offer
•Completing Offer
Job Offer
Processing Personal Record
•Hotel & History
•Benefits, Job
Working Conditions & Team
Building
Orienting
Skills Training
Prepare to train Present training Practice skills Follow up
Skills Training
• Job Analysis
• Job Knowledge
• Task List
• Job Breakdown
Prepare
to train
Training Need
Analyze New Employee
Analyze Current Employee
Develop Training Plan
Review knowledge
sections & job
breakdowns
Written form
Training Schedule
• Person
• Methodology
Training Time &
Location
Notify employee date
& time
Practice your
presentation
Gather necessary
supplies
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
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
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
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 week’s schedule reviewed daily & changes noted on posted version
Copy of schedule can be used to monitor attendance of employees
Alternative Scheduling Techniques
Part-time
scheduling
Flextime
scheduling
Compressed
schedules
Job sharing
Staff Motivation
Training Cross-training Recognition
Communication Incentive programs Performance
appraisals
?
Any Questions

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Chapter 14 Managing Front Office Operations HOT 333

  • 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 company’s 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 “politics” of internal recruiting Serves as form of advertising Disadvantages Difficult to find good fit with company’s 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? • Language skills • Mathematical skills • Keyboard skills Does candidate have personal qualities necessary to uphold hotel’s image & values? • Congeniality • Flexibility • Professional attitude • Self-motivation • Well-groomed
  • 9. Selection Tools Job Specifications • List all tasks • Outline reporting relationships, responsibilities, working conditions, equipment & material used, etc. Job Description • Describe skills, traits, educational background & experience needed • Terminology that relates to specific needs • Reflect specific working environment of property Evaluating • Reviewing applicant references • Running police background check • 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 • Similarity error • Contrast error • Overweighting negative information • First-impression error • Halo effect • Devil’s horns • Faulty listening & memory • Recency error • Nonverbal factors
  • 13. Hiring •Extending Offer •Negotiating Offer •Completing Offer Job Offer Processing Personal Record •Hotel & History •Benefits, Job Working Conditions & Team Building Orienting
  • 14. Skills Training Prepare to train Present training Practice skills Follow up
  • 15. Skills Training • Job Analysis • Job Knowledge • Task List • 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 • Person • 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 week’s schedule reviewed daily & changes noted on posted version Copy of schedule can be used to monitor attendance of employees
  • 23. Staff Motivation Training Cross-training Recognition Communication Incentive programs Performance appraisals