1. First Impressions and an Ethical Foundation
Chapter 5
First Impressions and an Ethical Foundation

2. The New Employee Adaptation Process
Adaptation (to organization) – The process by which new employees learn the values of and “what it’s like” to work for a hospitality organization during initial on-job experiences.

3. The New Employee Adaptation Process
Step 1- New employee has perceptions and attitudes about the work and the organization
Step 2- Early on-job experiences (orientation and training) affect new employee’s attitude
Step 3- New employee adapts to the organization, is accepted by peers, and wants to become team member
Step 4- Initial on-job performance is affected by attitude about organization, desire to work to standards, and interest in remaining with the organization

4. Orientation Programs and Procedures
Orientation – The process of providing basic information about the hospitality organization that must be known by all staff members in every department.

5. Orientation Programs and Procedures
Goals of Orientation Programs:
Provide an overview of the organization
Mission statement – A strategic statement that indicates (provides an overview of) what the hospitality organization wants to accomplish, and how it intends to do so.
Indicate the new staff member’s role
Explain policies, rules, and other information
Outline specific expectations
Provide details about employee benefits
Motivate new staff members

6. Orientation Programs and Procedures
Common new-employee questions to answer:
Where do I “fit in” to the organization?
Where and how can I contribute my time and talents?
What are my duties?
What are my rights?
What are my limits?
How can I advance (and to what positions) within my new organization?

7. Orientation Programs and Procedures
Orientation Checklist:
Organizational introduction
Staff Member-Related Policies such as:
Appearance
Conduct
Job Performance
Employee Benefits
Compensation Information
Safety Concerns
Physical Facilities
Other Orientation Activities

8. Orientation Programs and Procedures
Orientation kit – A package of written materials given to new employees to supplement the oral information provided during the orientation session.
Can include:
Current organization chart
Copy of employee handbook
Copies of employee performance appraisal forms/procedures
Current copy of employee newsletter
Federal, state, and local tax law materials
Layout (maps) of facility (large properties)
Accident prevention guidelines

9. Orientation Programs and Procedures
Departmental Induction Procedures
Induction – The process of providing new employees with basic information that everyone in their department must know that is unique to their department.
Orientation Follow-Up

10. Employee Handbooks Employee handbooks are necessary and should detail:
Employer’s policies
Benefits
Employment practices

11. Employee Handbooks
Tactics for consistent application of policies and procedures:
Standards should be respected and consistently met.
Managers, supervisors, and employees should role-model examples for their peers.
Inform staff members about the reasons for the policies and procedures.

12. Employee Handbooks
Tactics for consistent application of policies and procedures:
Information about the most important policies and procedures should be presented during orientation.
Staff members should recognize that compliance with reasonable policies and procedures is part of the agreement with, and relationship between, their employers and themselves.

13. Mentoring Programs
Mentoring – A formal or informal relationship in which an experienced staff member provides advice and counsel to a less experienced staff member.

14. Mentoring Programs Advantages to the organization:
Junior staff can more quickly learn about the organization’s culture, and how to act within it.
Mentorees may have increased commitment to the organization because they are better assimilated into the corporate culture.
Higher levels of job satisfaction can occur with the decreased chance that those being mentored will leave the organization.
Problems that hinder the mentoree’s current performance can be addressed.

15. Mentoring Programs Advantages to mentors: Enhanced self-esteem
Increased knowledge
They are seen as “good citizens”
Mentoring helps to train successors

16. Mentoring Programs Phases of mentoring relationship:
Introduction
Cultivation
Redefinition
Roles of the mentor:
Trainer
Coach
Counselor
Guide
Role model
Advocate

17. Mentoring Programs Examples of mentoring activities:
Helping the mentoree to develop a career ladder.
Career ladder – A progression of increasingly more responsible positions within an organization or an industry.
Advising about development activities
Evaluating alternative education and training programs
Providing applicable reading materials.
Suggesting alternative courses of action that address on-job problems.
Making special assignments and arranging for special training.
Providing on-going counseling.

18. Mentoring Programs Implementing a formal mentoring program:
Step 1: Obtain support of top-level managers
Step 2: Determine goals of the mentoring program
Step 3: Appoint key planning staff
Cross-functional team – A group of staff members comprised of representatives from different departments (functional areas) that address a common concern
Step 4: Plan mentoring program

19. Mentoring Programs Implementing a formal mentoring program:
Step 5: Obtain approval of top-level managers
Step 6: Roll-out program
Step 7: Select and prepare mentors
Step 8: Select mentorees
Step 9: Match mentors with mentorees
Step 10: Monitor, support, and evaluate (improve) the program

20. Human Resources and Ethical Concerns
Ethics – A set of rules or principles that define “what is right” and “what is wrong” as decisions are made that affect others.
Business ethics – Refers to the practice of ethical judgment by managers as they make decisions affecting the organization.

21. Human Resources and Ethical Concerns
Behavior (ethical) – Actions in concert with generally accepted social concerns relating to the impact of decisions on others.
Behavior (unethical) – Actions not in concert with generally accepted social concerns relating to the impact of decisions on others.

22. Human Resources and Ethical Concerns
Ethical principles for hospitality managers:
Honesty
Integrity
Trustworthiness
Loyalty
Fairness
Concern and respect
Commitment to excellence
Leadership
Reputation and morale
Accountability

23. Human Resources and Ethical Concerns
Ethical norms:
Utility
Rights
Justice
Caring
Code of ethics – A statement used by a hospitality organization to outline broad concepts to guide ethical decision-making.

24. Human Resources and Ethical Concerns
Corporate (social) responsibility – Relates to an organization’s efforts to address its commitments to all of its constituencies including guests, employees, other businesses including suppliers, investors, and society and the community-at-large.
Stakeholders – Groups, individuals, and organizations that are affected by an organization; also called “constituents.”

25. Human Resources and Ethical Concerns
How corporate responsibility relates to the management of hospitality human resources:
Cultural consistency
Employer of choice concerns
Publicity – Free-of-charge information in the media that attracts attention to an organization.