Chapter 9 Employee Relations

1
Chapter 9Employee Relations
2
Why is human resource management important in
the hospitality industry?

• Hospitality industrys need for workers will
  increase by 25 - 40 during the 1990s
• Total labor force will only increase by 1
• 26 decline in labor force of hospitality's most
  common age group
• 16 to 24 year olds

3
Human Resource Process

• 1. Recruiting
• 2. Selecting
• 3. Hiring
• 4. Orienting
• 5. Training
• 6. Motivating

4
Recruiting

• Internal Recruiting
• Involves the transfer or promotion of current
  employees.
• External Recruiting
• Recruit individuals from outside the hotel to
  fill open positions.
• Pros Cons?

5
Selecting

• 1. Job Description
• Lists all of the tasks which make up a work
  position.
• Task-oriented
• 2. Job Specification
• Lists the personal qualities skills needed to
  perform the tasks.
• People-oriented

6
Front OfficeJob Description

• Register guests
• Assign track guestrooms
• Provide information
• Monitor guest accounts/credit

7
Front Office Job Specifications

• Professional demeanor
• Education experience
• Flexible friendly
• Well-groomed appearance

8
Selecting

• What To Ask
• Questions based on sound business reasoning that
  are relevant to the job
• What Not To Ask
• Avoid asking for information that cannot be
  legally used in a hiring decision
• Can ask for proof of age and legal right to work
  after the applicant is hired
• What should you do?

9
Common Interview Problems

• First-Impressions
• - Base hiring decision on strong
  first-impressions
• Similarity Error
• - Drawn toward people who are similar to you
• Contrast Error
• - Compare applicants to each other and not to an
• established standard

10
Common Interview Problems

• Halo Effect
• - View everything in a favorable light
• Devils Horns
• - View everything in an unfavorable light
• Nonverbal Factors
• - Allow cloths, appearance, etc. to cloud
  judgment

11
Hiring

• 1. Extending the Offer
• Should be written to avoid misunderstandings
• 2. Negotiating the Offer
• Pay, etc. should be discussed in the interview
• Allow for a reasonable starting date
• 3. Completing the Offer
• Assure applicant and inform hotel staff

12
Applicant Background Check

• Past employer will only only answer questions
  about past employees
• Dates of employment
• Job title
• Salary
• Why?
• Defamation of character

13
Orienting

• Some of a new employees anxiety can be reduced
  by a well-organized orientation program
• Should include information about
• - The hotel history, reputation
• - The building tour of facilities
• - The working conditions hours, overtime
• - The job how does it fit in with everything
• - The front office team introductions,
  reporting
• - The rules and regulations dress, discipline

14
Training

• Task List
• What the employee must do to perform the job
• Ex. Check-in guest
• Job Breakdown
• Specifies how each task should be performed
• Includes performance standards which are
  observable measurable

15
Motivating

• Motivation
• - The strength of a drive toward an action
• You are motivated by what you want.
• - Internal forces
• Can managers motivate you?
• They can create an environment that allows you to
  achieve what motivates you.

16
Maslows Hierarchy of Needs
Self Actualization

Self Esteem
Social
Safety
Physiological
17
Motivating Work Factors

• Work Factor Hosp. Sales FD HK
• Wages 1
• Security 2
• Opportunity 3
• Conditions 4
• Interesting 5

2 4 1 5 3
1 4 2 5 6
2 1 5 3 4