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HAMG 1313- Front Office Procedures Employee Relations

Virginia Stipp Lawrence. 1. Why is human resource management important in the hospitality industry?. Hospitality industry's need for workers will increase by 25% - 40% during the 1990'sTotal labor force will only increase by 1&% decline in labor force of hospitality's most common age group

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HAMG 1313- Front Office Procedures Employee Relations

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    1. Virginia Stipp Lawrence 0 HAMG 1313- Front Office Procedures Employee Relations

    2. Virginia Stipp Lawrence 1 Why is human resource management important in the hospitality industry? Hospitality industry’s need for workers will increase by 25% - 40% during the 1990’s 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. Virginia Stipp Lawrence 2 HAMG 1313-Front Office Procedures Employee Relations - Communications

    4. Virginia Stipp Lawrence 3 Front Office Communications Log Book Record unusual events, guest complaints or requests Allows front desk to respond intelligently to guests Information Directory Directions & maps; taxi phone numbers Group Resume’ Book Summary of all group activities Reader Board Posting of daily events at the hotel

    5. Virginia Stipp Lawrence 4 Often first point of contact with guest Helps create hotel’s image Smile Match your speaking rate to the caller’s “How may I direct your call?” Avoid slang and technical terms Telephone Services

    6. Virginia Stipp Lawrence 5 Interdepartmental Communications Front Desk and Housekeeping Greatest amount and need for communication Engineering and Maintenance Should check front office log book Revenue Centers Answer questions & properly post charges Marketing & Public Relations Front desk must be informed of hotel activities

    7. Virginia Stipp Lawrence 6 Guest Requests Equipment & Supplies - Roll-aways, irons, hangers Special Procedures - Split account folios - Master account folios Concierge Services - Entertainment & dining - Transportation arrangements

    8. Virginia Stipp Lawrence 7 Guest Complaint Categories 1. Mechanical - Most guest complaints relate to hotel equipment 2. Attitudinal - Rude or tactless staff 3. Service-related - Poor service 4. Unusual - Often something that you can do nothing about

    9. Virginia Stipp Lawrence 8 Guidelines For Handling Complaints Isolate the guest Listen & empathize Stay calm, don’t argue Take the complaint seriously Give undivided attention Take notes Offer guest choices Set a time line for action Monitor progress Follow up

    10. Virginia Stipp Lawrence 9 Front Desk Robbery Do’s and Don’ts DO: Cooperate Remain quite Keep hands in view Carefully hit silent alarm Observe the robber’s physical characteristics DON’T: Make any sudden moves Attempt to disarm robber Try to be a hero Touch anything

    11. Virginia Stipp Lawrence 10 The transfer of INFORMATION and UNDERSTANDING from one person to another Effective Communication

    12. Virginia Stipp Lawrence 11 Five Levels of Communication

    13. Virginia Stipp Lawrence 12 Barriers to Effective Communication Timing Right Person; Wrong Time Routing Right Time; Wrong Person Overloading Too Much, Too Fast Filtering Leave out info to make sender look good Distortion Right Time & Person; Wrong Understanding

    14. Virginia Stipp Lawrence 13 Effective Communication Barriers Timing Routing Overloading Filtering Distortion Cures Selectivity Planning Prioritizing Rapport Empathy

    15. Virginia Stipp Lawrence 14 Human Resource Process 1. Recruiting 2. Selecting 3. Hiring 4. Orienting 5. Training 6. Motivating

    16. Virginia Stipp Lawrence 15 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?

    17. Virginia Stipp Lawrence 16 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

    18. Virginia Stipp Lawrence 17 Front Office Job Description Register guests Assign & track guestrooms Provide information Monitor guest accounts/credit

    19. Virginia Stipp Lawrence 18 Front Office Job Specifications Professional demeanor Education & experience Flexible & friendly Well-groomed appearance

    20. Virginia Stipp Lawrence 19 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?

    21. Virginia Stipp Lawrence 20 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

    22. Virginia Stipp Lawrence 21 Common Interview Problems Halo Effect - View everything in a favorable light Devil’s Horns - View everything in an unfavorable light Nonverbal Factors - Allow cloths, appearance, etc. to cloud judgment

    23. Virginia Stipp Lawrence 22 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

    24. Virginia Stipp Lawrence 23 Applicant Background Check Past employer will only only answer questions about past employee’s: Dates of employment Job title Salary Why? Defamation of character

    25. Virginia Stipp Lawrence 24 Orienting Some of a new employee’s 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

    26. Virginia Stipp Lawrence 25 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

    27. Virginia Stipp Lawrence 26 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.

    28. Virginia Stipp Lawrence 27 Maslow’s Hierarchy of Needs

    29. Virginia Stipp Lawrence 28 Motivating Work Factors Work Factor Hosp. Sales FD HK Wages 1 Security 2 Opportunity 3 Conditions 4 Interesting 5

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