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HOSPITALITY HUMAN RESOURCES MANAGEMENT AND SUPERVISION
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Restaurant and Foodservice Operations Are
Chapter 1 Restaurant and Foodservice Operations Are Labor-Intensive
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Learning Objectives Explain how management activities & employee expectations can influence managers as they facilitate the work of their employees Describe strategies for facilitating the work of employees Explain how skills, abilities, leadership style & corporate culture impact a manager’s human resource activities
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Learning Objectives Identify the benefits of & procedures for promoting employee diversity within restaurant & foodservice operations Explain the importance of ethical decision-making; the role of codes of ethics; and tasks involved in developing, implementing, & enforcing codes of ethics
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Basic Management Activities
Planning: goals and strategies Organizing: how and by whom Staffing: right people for the job Supervising: facilitating the work Controlling: on track to achieve goals Evaluating: identify issues/problems
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The Employment Cycle Finding sources of potential employees Recruiting potential employees Screening applicants Hiring employees Orienting employees Supervising employees Managing employee terminations
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Changing Employee Expectations
Generations in today’s workforce (as of 2012) Baby Boomers: Generation X: Millennials: Benefits to understanding the generations & their differences: Industry need Range of differences wide Differing values, experiences, lifestyles, & attitudes toward the future & life in general Better understand & appreciate each generation
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Leadership Behaviors Managers Facilitate Employees Work
Provide direction Lead consistently Influence others Foster teamwork Motivate others Coach & develop employees Champion change
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Supervision Skills & Abilities
Managers Facilitate Employees Work Supervision Skills & Abilities They can manage within financial constraints They can implement quality management processes They can view problems as opportunities
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Style Style Management Styles Exhibit 1.8, p. 12 Style Description
For whom style is useful Autocratic Domineering Inexperienced, simple tasks Bureaucratic “By the book “ Those performing routine work Democratic Employees as part of decision-making process Motivated & experienced where cooperation is important Laissez-faire Allow employees to do whatever they want Consultants & sub-contractors Style Style
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Managers Facilitate Employees Work
Corporate culture Shared beliefs, experiences & standards Employer of choice Emphasize careers not jobs Dignity & respect Turnover Competitive Advantage Talented staff most important asset Employee retention Exhibit 1.9, p. 15
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Benefits Promotes positive workplace Attracts more customers
Diversity in Restaurant & Foodservice Operations Benefits Promotes positive workplace Attracts more customers Increases labor pool Improves legal protection
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Stereotypes = Prejudices
Diversity in Restaurant & Foodservice Operations Stereotypes = Prejudices Belief about particular group that assumes all members of the group are the same Bias-general attitude toward a person, group or organization based on judgments unrelated to abilities & realities Makes teamwork almost impossible Will result in poorly functioning operation Negative effects of prejudice & positive effects of diversity. Exhibit 1.11, p. 19
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Recruiting for diversity Increasing cross-cultural interaction
Promoting Diversity Recruiting for diversity Increasing cross-cultural interaction Education employees & setting expectations Addressing issues & accountability
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Ethical decisions & actions
Ethical Concerns Ethical decisions & actions Trustworthiness Loyalty to organization Fairness Concern & respect Commitment to excellence Reputation & morale Accountability
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Ethical Concerns Code of ethics Reasons
To identify a foundation of acceptable behavior To promote standards to guide decision-making To provide a benchmark for evaluating decisions To support obligations to company, operation, employees, customers, society & the law
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Ethical Concerns Topics Purpose & goals of the code of ethics
Responsibilities to customers Responsibilities to employees Responsibilities to community & society Responsibilities to vendors & other external organizations Employees’ responsibilities to employer Matters relating to violations of the code of ethics
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