Podcast
Questions and Answers
In the hospitality industry, what is the primary role of a manager in ensuring excellent service?
In the hospitality industry, what is the primary role of a manager in ensuring excellent service?
Which of the following is NOT a primary type of labor commonly found in the hospitality industry?
Which of the following is NOT a primary type of labor commonly found in the hospitality industry?
Why is emotional labor particularly important for guest services staff?
Why is emotional labor particularly important for guest services staff?
A hotel is looking to streamline its hiring process. According to best practices, what should be the first step in HR planning for recruitment and selection?
A hotel is looking to streamline its hiring process. According to best practices, what should be the first step in HR planning for recruitment and selection?
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How do job descriptions and job specifications differ in the context of HR?
How do job descriptions and job specifications differ in the context of HR?
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When hiring internal candidates, what is a primary advantage?
When hiring internal candidates, what is a primary advantage?
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A restaurant server is trained to smile and maintain eye contact with customers, even when feeling stressed or overwhelmed. What type of emotional labor is this server engaging in?
A restaurant server is trained to smile and maintain eye contact with customers, even when feeling stressed or overwhelmed. What type of emotional labor is this server engaging in?
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Besides KSAs, what should an organization study to identify the characteristics of their best performers, in order to develop talent profiles?
Besides KSAs, what should an organization study to identify the characteristics of their best performers, in order to develop talent profiles?
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Flashcards
Supporting Staff Roles
Supporting Staff Roles
Duties include supervising, coaching, and evaluating staff.
Types of Labor in Hospitality
Types of Labor in Hospitality
Emotional, physical, and mental labor involved in hotel operations.
Job Analysis
Job Analysis
A systematic process of gathering information about a job's responsibilities and required skills.
Job Specification
Job Specification
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Emotional Labor
Emotional Labor
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Competency-Based Approach
Competency-Based Approach
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Recruiting Internal Candidates
Recruiting Internal Candidates
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Key Employee Characteristics
Key Employee Characteristics
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Study Notes
Seminar 4: Role of Supporting Staff
- Supporting staff need the right abilities and motivation for excellent service
- Manager roles include supervising, coaching, coordinating schedules, providing tools, and evaluations
- Hospitality labor consists of emotional, physical, and mental labor
- Technical skills and emotional labor are required
- Staff must manage their emotions to provide guest service
Job Analysis, Description, and Specification
- Job analysis is gathering detailed information about a specific job, including responsibilities, required knowledge, skills, abilities, and working conditions
- A job description lists tasks, duties, and responsibilities
- Job specifications detail the skills and abilities a person needs to perform a job
HR Planning - Recruitment and Selection
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1st: Study the Job:
- Job analysis identifies Knowledge, Skills, and Abilities (KSAs)
- Going beyond KSAs to study top performers' traits, tendencies, talents, and personality characteristics
- Developing Talent Profiles (benchmarks)
- Using a Competency-based approach
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Other Key Employee Characteristics for Service Personnel:
- Enthusiasm
- Authentic sense of concern (emotional labor, surface acting, deep acting)
- Politeness
- Considerateness
- Willingness to help
2nd: Recruit a pool of qualified candidates
- Internal candidates: known quantity, internal equity, experience, lower cost
- Internal search strategies: Job posting, review of personnel records, succession plans
- Difficulties with internal candidates: good line employees don't always make good managers, may not want to be managers, don't acquire specific skills and knowledge, don't increase diversity
- External candidates: new ideas and fresh perspectives
- External search strategies: Public advertising, internet, niches, professional networks, student recruiting, referrals
The Third Step: Select the Best Candidate
- Screening and Evaluating Applicants:
- Application forms (paper/pencil or online)
- Interviews (structured and unstructured)
- Behavioral interviews
- Situational interviews
- Psychological tests
- Personality traits (e.g., extroversion, agreeableness, conscientiousness, emotional stability)
- Cognitive ability
- Integrity tests
- References, background checks, and drug tests
The Fourth Step: Hire the Best Applicant
- Making the hiring decision requires considering person-job fit
- Factors to balance include personality, skills, experience, and potential for future growth
- Maintaining good relationships with applicants is important
The Fifth Step: Make the New Hire Feel Welcome
- Onboarding sets the tone for the employee's career
- Advantages of a diverse workforce include diverse customer interaction and improved workforce
- Importance of preparation for future workforce needs
The Sixth Step: Turnover - Selecting People Out of an Organization
- Employee Turnover:
- Direct costs of selecting a replacement
- Indirect costs of customer disappointment and morale problems
- Turnover is not always bad
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Description
Explore the roles and responsibilities of supporting staff in hospitality, including required skills and emotional labor. Understand job analysis, descriptions, and specifications. Learn about HR planning, recruitment, and selection processes.
