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Chapter 13 Managing Human Resources
Introduction to the World of Hospitality
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After Reading and Studying This Chapter, You Should Be Able to:
• Explain the manager’s responsibilities and tasks
• Explain the importance of job descriptions
• Discuss how to select, recruit, orientate and train employees
• Identify methods of employee appraisal and compensation
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A Manager’s Job (Chapter 12)
Manager is a job title that is used in organizations to denote an employee with certain responsibilities to lead functions or departments and/or employees.
Manager’s goals:
- Make their department work as one whole
- Plan for both short-term and long-term
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A Manager’s Job (Chapter 12)
Five Management Tasks (P. Drucker)
pp.354-356
Setting objectives
Organizing
Motivating and communicating
Measuring performance
Developing employees
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Current Labor Trends
• Changing Demographics
• High Turnover
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Changing Demographics
• Population growth
• Aging work force
• Generation Y (Millennials)
• Increase of women workers
• Shifting population
• Growth in education levels
• Diversity in workplace
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High Turnover
• Turnover is the number of workers replaced in a time period by the average number of employees needed to run the business
• The hospitality industry turnover is 60%-300% per year
• Reasons? – Inefficient hiring system
– Limited opportunities for advancement
– Lack of training and supervision
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Human Resources Program
1. Cares about employees
2. Defines the jobs
3. Establishes productivity standards
4. Recruits most suitable job candidates
5. Selects the best applicants
6. Implements continual training and career development programs
7. Motivates employees
8. Offers competitive benefits
9. Evaluates employees
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Best Company to Work For?
• According to Fortune magazine survey of 2014:
(Fortune Best Companies 2014)
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Job Descriptions
• Based on task analysis Pg. 394 - 395
• Listing of the activities and outcomes expected of a person performing a job
• Can be used as a legal document
• Lists specific knowledge, qualifications and skills
See example of a Restaurant Manager job description
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Productivity Standards
• Tell managers how long it should take employees to complete tasks using the best method
• Calculation of employee productivity:
– Sales divided by labor costs
• Example:
– Sales of $55,000
– Labor costs of $11,000
– Productivity equals 5 (for every dollar in labor, $5 in sales was generated)
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Recruitment and Selection Process
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Recruitment and Selection
• Internal sources:
– Promotions & transfers within the company
– Family & friends recommendation
• External sources:
– Advertising
– Colleges and universities
– Government-sponsored employment services
Where can we get new employees from?
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Selection
• Receiving and processing applications
• Interviewing applicants
• Evaluating applicants
• Reference check
• Medical examination
– Drug screening test
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Orientation
Length depends on the company (1 day to 1 week). Includes:
• Company’s history and values
• Benefits
• Safety and fire prevention
• Introduction of organizational chart
• Rules and procedures
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Training Types
• Apprentice training
• Simulation training
• Certification training
• On-the-job training
• Off-the-job training
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Employee Development
• Enhancing existing skills
• Non-technical training
– Effective communication
– Team-building
– Motivation
– Leadership
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Performance Appraisal
• Comparison of employee’s work with standards
• Positive attributes:
– Feedback to employees
– Used as personal development plan
– Establishing rationale for promotion/raise
– Helping establish objectives for training
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Compensation & Benefits
• Total reward system including wages and benefits
• Wages = hourly workers
• Salaries = management/supervisor positions
• Benefits:
– Room and F&B discounts
– Health insurance
– Paid holidays, tickets
– Parking
– Free staff canteen
– Etc.
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Homework
• Read the case ‘SPAS International’
• Prepare the answers for the questions
• Read Chapter 12, ‘A Manager’s Job’ part on pp. 354-358
• Read Chapter 13
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References
• Fortune Best Companies 2014. Retrieved from http://fortune.com/best-companies/
