Downloaded 37 times
More Related Content
Similar to Chapter 14 Managing Front Office Operations HOT 333
More from Syed Qasim Anwar
Chapter 14 Managing Front Office Operations HOT 333
- 1. Managing Front Office SQA IHOT 333
- 2. Managing Human Resources Recruiting Selecting Hiring Orienting SkillsTraining Staff Scheduling Staff Motivation
- 3. Recruiting Process of Seeking Screeningof applicants Fill open positions
- 4. Internal Recruiting Advantages Improves moraleof 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 Postingjob openings Paying for performance Maintaining call-back list
- 6. External Recruiting Advantages Brings newtalent, 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 Employeereferral programs Tax credits Workers with disabilities Maintaining call-back list
- 8. Selecting Does candidate haveskills 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 Collectinformation from applicant Provide information to applicant Promote company Create goodwill
- 11. Interview Questions Ask applicantfor 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 •CompletingOffer Job Offer Processing Personal Record •Hotel & History •Benefits, Job Working Conditions & Team Building Orienting
- 14. Skills Training Prepare totrain Present training Practice skills Follow up
- 15. Skills Training • JobAnalysis • Job Knowledge • Task List • Job Breakdown Prepare to train
- 16. Training Need Analyze NewEmployee Analyze Current Employee
- 17. Develop Training Plan Reviewknowledge 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 breakdownis 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 shouldtry 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 opportunitiesto 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 shouldcover 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
- 22.
- 23. Staff Motivation Training Cross-trainingRecognition Communication Incentive programs Performance appraisals
- 24.