Staffing the Lodging

Agenda
Supervisor’s role
Teamwork
In-class Exercises/book exercise
Diversity
Human Resources: HR Practices
Videos

Definition of:
Team
Line-level employees
Participative supervision
?
Supervisors and Entry level Staff working together

Team: A group of individuals who work together and set the goals of the group above their own
Line-level employees: Staff members working in positions that require little previous experience and who do not direct the work of other staff members. Sometimes called “hourly” employees or “entry level” employees
Participative supervision: A leadership style that emphasizes seeking out and considering group input before making decisions that affect the group.
Supervisors and Entry level Staff working together

In order to understand the relationship between Supervisors and line employees, let’s look at the role of a Supervisor.
The Role of Supervisors

Supervisors have responsibilities towards whom?
The Role of Supervisors

Supervisor’s line of responsibilities
Direct boss (normally a Manager)
Other Supervisors
Line-level employees
The Role of Supervisors

Leadership
Communication
Motivation
Responsible
The Role of Supervisors

1- Leadership
?
The Role of Supervisors

1- Leadership
Accomplishing goals by working with others while, at the same time:
Gaining their respect
Obtaining their loyalty
Maximizing their outcome
Creating enthusiastic cooperation
The Role of Supervisors

2- Communication
For an effective communication:
Appropriate timing
Avoid background disturbance
Personal considerations
Personal differences
The Role of Supervisors

3- Motivation
Do you work?
How do you get motivated in your workplace?
The Role of Supervisors

3-Motivation
Motivation: A personal, internal force, that drives people to do something to reach a goal.
The Role of Supervisors

4- Responsibilities
Supervisor have responsibilities towards their bosses, peers and staff.
Ongoing report of operations
Team work, sharing information
Counseling, developing
Responsible for own/team goals
The Role of Supervisors

In order to achieve a common goal, both Supervisors and Employees have specific responsibilities towards each other.
The Role of Line-Level Employees

As a Supervisor, what reasonable expectations would you have from your team?
The Role of Line-Level Employees

As a Supervisor, what reasonable expectations would you have from your team?
Compliance with the hotel’s policies and regulations
Provide quality products and services to guests
Suggestions about better ways to do assigned work
Meeting work obligations, have a serious attitude about the job to be done
Cooperate with change when needed
Work to the best of their abilities
The Role of Line-Level Employees

As an Employee, what expectations would you have from your Supervisor?
The Role of Line-Level Employees

As an Employee, what expectations would you have from your Supervisor?
Fair compensation for the jobs they perform
Safe working conditions
The training needed to perform their current job well
Additional training for advancement if that is possible
Help to ensure that all employees work well together
Effective role-modeling; the supervisor sets a good example of professional behavior
Recognition for a job well done
The Role of Line-Level Employees

https://www.youtube.com/watch?v=f60dheI4ARg
Steve Jobs people management

Leadership Styles, four main types
Autocratic
Bureaucratic
Democratic
Laissez-fair
The Role of Supervisors

Leadership Styles
Autocratic
Bureaucratic
Democratic
Laissez-fair
In-class Team exercise
Research and present to class
One Leadership Style per team
10 minutes to prepare – 2 minute per team to present
The Role of Supervisors

Leadership Styles (4 main types)
Autocratic
Manages the direction of all goals and work with no input from the team
Use their power to make decisions
Style used when a great deal of scrutiny is necessary in order to achieve a goal
Bureaucratic
Knows the rules of the institution and the team works within these rules
Style can be effective when there is little margin for error
The Role of Supervisors

Leadership Styles (4 main types)
Democratic
Very open and collegial style of running a team
Ideas move freely amongst the group and are discussed openly
Discussions are free-flowing
Laissez-faired
Doesn’t see the need to provide feedback, continuous input, or scrutiny to their team
The Role of Supervisors

Human Resources Department (HR)
The functional area in a hotel with the responsibility to assist managers in other departments with human resources concerns including
Recruitment
Selection
Orientation
Training
Employee Discipline
Compensation/Legal
Choosing and Keeping the Right Staff Members

1- Recruitment
Activities designed to attract qualified applicants for the hotel’s vacant management and non-management positions.
Internal recruiting: Tactics to identify and attract job applicants who are currently employed by the hotel (staff members) for vacant positions at the property
External recruiting: Tactics designed to attract job applicants who are not current hotel employees, for vacant positions at a property
Choosing and Keeping the Right Staff Members

2- Selection
Selection:
The process of evaluating job applicants to determine who is most qualified and who will most likely be successful in filling up a vacant position.
Choosing and Keeping the Right Staff Members

3- Orientation
The process of providing basic information about the hotel which must be known by all of its employees.
Orientation goals may include:
Reducing anxiety
Improving morale and reducing turnover
Developing realistic expectations
Choosing and Keeping the Right Staff Members

4- Training
The acquisition of knowledge, skills and competencies as a result of the teaching of theoretical and practical skills that relate to a specific topic.
Choosing and Keeping the Right Staff Members

4- Training
Experienced hoteliers know that training can make a positive influence on a number of important areas in a lodging property. These include:
Productivity
Quality
Guests’ perceptions about the hotel
Attainment of financial goals
Employee job satisfaction
Reduction in turnover
Improved teamwork
Choosing and Keeping the Right Staff Members

5- Compensation & Legal
Compensation must be fair in accordance with federal and provincial laws
HRDs are responsible to ensure that the legal frame of the HR operation is understood and practiced by all Managers in the hotel (GM, Directors, Managers, Supervisors)
Choosing and Keeping the Right Staff Members

6- Employee Discipline
Discipline: Corrective actions designed to encourage employees to follow established policies, rules, and regulations.
Creating the right Working Environment

Recruiting – Selecting Employees
Hyatt McCormick Place – Selecting Employees
https://www.youtube.com/watch?v=DtMK52vO0II

Diversity
DIVERSITY IN STAFFING

Diversity
It’s a concept that includes acceptance and respect.
It means understanding that each individual is unique,
and recognizing our individual differences.
DIVERSITY IN STAFFING

Pros of a diverse workforce?
DIVERSITY IN STAFFING

Pros of a diverse workforce:
The organization’s culture is more open to change
A larger base of potential employees
Better relationships with guests
More opportunities for increased business
Improved reputation and image within the community
DIVERSITY IN STAFFING

Cons of a diverse workforce:
?
DIVERSITY IN STAFFING

Cons of a diverse workforce:
NONE
DIVERSITY IN STAFFING

http://www.youtube.com/watch?v=SiNEIKx64f0
Ship signals
https://www.youtube.com/watch?v=_Yf3Sh-zwAQ
Vision
https://www.youtube.com/watch?v=yspvrcjA_HA
Horrible bosses on employees and Supervisors