1. HOSPITALITY HUMAN
RESOURCES MANAGEMENT AND
SUPERVISION

2. Chapter 3
Employee Orientation
and Training

3. Learning Objectives
Review basic procedures that should be used for employment and payroll documentation
Explain basic procedures that should be included in hiring and orientation activities
Describe how to plan and evaluate orientation programs
Explain procedures for planning and delivering training programs

4. Employment & Payroll Documentation
Required
Form W-4: Employee’s Withholding Allowance Certificate
State and local tax forms
Position related
Job eligibility:
Minors: written permission from parent or guardian; work permit
Alcohol service: age verification

5. Employment & Payroll Documentation
Benefit Enrollment
Health, life, other
Allow employee time to review choices & ask questions first
Federal government regulations for pensions, & some health care programs
Personnel Files
See Exhibit 3.2, p. 69: Information to keep in and separate from a personnel file
If applicable, termination documentation
Safe, secure storage
Protect from fire, theft, damage 5

6. Hiring and Orientation Activities
Timing: see Exhibit 3.3, p. 71
Checklists
New Hire: see Exhibit 3.5, p. 73
Orientation: see Exhibit 3.6, p. 74
Planning
Time frame
Content and structure: What everyone should know
Specific department & position information
Materials
Trainers and other contributors

7. Employee Handbook
To understand job requirements & establishment’s policies
Signed form to indicate receipt of
Exhibit 3.9 p.79: sample table of contents
Overview
Employee practices
Benefits & eligibility
General

8. Evaluating Orientation Programs
Determine if participants liked program & felt it was useful
Know whether participants learned what was intended
Were objectives accomplished in a cost-effective manner
One-on-one conversations or form at the end of the session(Exhibit 3.10, p.80)

9. Evaluating Orientation Programs
Ask the trainer for feedback
How to make it more effective
Annual evaluation, information from each session versus cost to complete

10. Employee Training Programs
An investment not an expense; benefits greater than cost
Benefits
Improves quality of work
Promotes employee growth
Keeps employees challenged & satisfied
Creates talent to help organization grow
Job skills improvement
Other

11. Principles of Training
What employee must do to meet job standards
Those tasks that employees not currently able to perform
Should provide as much hands on work as practical
Elements:
Content based on job guidelines
Clearly stated learning objectives
Qualified & thoroughly prepared trainers
Sufficient practice
Effective training evaluation

12. Determining Training Needs
Observing performance-differences from SOPs
Input from employees and customers
Performance appraisals
Guest comment cards
Inspections- formal and informal
Analyzing information- sources of variances
Conducting exit interviews- contributing to reducing turnover and improving operating procedures

13. Develop Training Plans and Lessons
Plans: organize content to sequence required information
Schedule date & time
Who will present information
Identify who needs the training
Lessons:
Develop the objective
Determine how to provide needed knowledge & skills
Select training method
Consider time requirements for each topic
Identify resources
Evaluate & revise
Consider evaluation method

14. Four Step Training Method
Preparation
Topic, activities & materials identified and available
Motivate trainee to pay attention & learn
Communicate expectations
Presentation
New information conveyed & skills demonstrated
Pictures, diagrams, handouts reinforce information
Task breakdowns (Chapter 2)
Hands-on training essential to success in one-on-one training
Allow time for question & answer

15. Four Step Training Method
Practice
While the trainer observes
Provide feedback & correct errors and misunderstanding

16. Four Step Training Method
Performance
On-going observation and follow-up critical
Helps to avoid develop of bad habits & sloppy work
Integrative practice
Trainee combines & demonstrates several steps in a job task
Number of steps related to task complexity
Best practice: limit number to no more than 7 steps
Exhibit 3.14, p. 90

17. Group Training Same basic steps
Lecture with visual aids and/or handouts
Demonstration method
Principles
Ask for questions & consider discussion points
Treat trainees as professionals
Ask clear & direction questions
Allow only one person to talk at a time
Listen carefully & show respect
Keep the discussion focused

18. Industry-Recognized Training
Ready-made materials available
Analyze training needs and
Consider program design to help determine appropriate program
Sources
Web-based
Workshops by training companies
Professional organizations
Local colleges
Social service organizations