Seminar 4 PDF

Seminar 4 Subject SQIM Date @February 9, 2025 Role of Supporting Staff The need for right abilities and motivation to do their jobs if an excellent service experience is going to result Manager Role :...

Seminar 4 Subject SQIM Date @February 9, 2025 Role of Supporting Staff The need for right abilities and motivation to do their jobs if an excellent service experience is going to result Manager Role : 1. Supervise 2. Coach 3. Coordinate 4. Create work schedules 5. Provide tool to do the job 6. Evaluations Labour Hospitality industry consists of 3 types of labor 1. Emotional 2. Physical 3. Mental Technical skills and emotional labor Guest services required staff to manage their emotions Job Analysis, Description and Specification Seminar 4 1  A job analysis is a systematic process of gathering detailed information about a specific job, (including its responsibilities, required knowldge , skills, abilities and working conditions) analyzing the necessary competencies to perform them effectively; essentially, it's a detailed examination of what a job entails. A job description is a list of tasks, duties, and responsibilities of a job. Job specifications, on the other hand, discuss the skills and abilities the person must have to perform the job. HR Planning - Recruitment and Selection 1st : Study the Job Job analysis, ID the Knowledge, skills, and abilities (KSAs) Going beyond KSAs Study your best performer, - ID the personal traits, tendencies, talents and personality characteristics. Develop Talent Profiles (Benchmark profiles) Competency based approach Other Key Employee Characteristics for Service Personnel 1. Enthusiasm 2. Authentic sense of concern – Emotional Labor Surface acting Deep acting 3. Politeness 4. Considerateness 5. Willingness to help Seminar 4 2  2nd : Recruit a pool of qualified candidates Hiring Internal Candidates – reasons: Known quantity – the internal candidate. Internal equity – career advancement Experience – from ground up Know the culture Lower cost – advertisements and lesser time to recruit. Internal Search Strategies Job posting A review of personnel records Succession plan Difficulties with internal candidates Good line employees do not always make good managers, May not want to be managers. Acquire specific skills and knowledge Increase diversity Hiring External Candidates Obtain new ideas and fresh perspectives External Search Strategies Public advertising Internet Niches Professional networks and placement services Student recruiting Employee referrals Seminar 4 3  Employers of choice Walk-ins Check competition Call-back file (AMC) Seminar 4 4 Seminar 4 5