1. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Chapter 18 Human Resources and Motivation

2. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition After Reading and Studying This Chapter, You Should Be Able to: Explain the importance of the job description Give an example of how productivity standards are determined Name and describe the employment-related laws Discuss how to select, recruit, and orient employees Identify methods of employee appraisal and compensation Describe motivation theories and industry practice

3. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Human Resources Cited as a company’s most valuable asset Challenges:  Recruiting  Selecting  Retaining  Developing Development of a trusting relationship

4. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Issues in HR Management Changing demographics Turnover Legal issues

5. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Role of Human Resources Department Recruit and select talented associates Maintain outstanding employee relations Act as a standard bearer by ensuring every associate meets/exceeds standards Ensure legal compliance Training and development

6. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Important Terms Task analysis Job description Job specification

7. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Employment Law The Civil Rights Act of 1964:  Title VII  EEOC The Equal Pay Act of 1963 The Age Discrimination in Employment Act of 1967 The Immigration Reform and Control Act of 1986 The Americans with Disabilities Act The Fair Labor Standards Act The Pregnancy Discrimination Act of 1978 The Family Medical Leave Act of 1993

8. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition The HR “Process” Recruitment — finding the right person for the right job Selection — choosing the person that best fits the position Orientation — introducing new hires to the company, its policies, procedures, and workplace specifics Training — teaching an employee how you need for them to do their job Development — allowing employees to move through the channels if they desire

9. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Performance Appraisals The process of comparing actual performance to agreed-upon standards Common distortions in performance appraisals:  Recent behavior influence  The halo effect  Like-me syndrome

10. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Motivational Theories MacGregor’s Theory X and Theory Y Herzberg’s Motivation–Hygiene Theory Maslow’s Heirarchy of Needs The Goal Setting Theory Reinforcement Theory Equity Theory Expectancy Theory

11. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition MacGregor’s Theory X and Theory Y Classifies human nature into two categories Motivational strategy is contingent upon which category the person is classified in Theory is flawed because most people fall somewhere in between

12. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Theory X Personality Negative view Pessimist Little ambition Generally dislikes work Avoids responsibility Needs constant supervision

13. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Theory Y Personality Positive Primarily optimistic Enjoys working Seeks out responsibility Needs little supervision High level of ambition

14. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Herzberg’s Motivation-Hygiene Theory 2 factors influence individual motivation:  Motivators: Increase job satisfaction Increase motivation  Hygiene: Eliminate job dissatisfaction Fail to motivate

15. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Motivators Work itself Recognitions Responsibility Achievement Growth Advancement

16. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Hygiene Factors Company policies and administration Salary Working conditions Relationship with supervisors Relationships with peers Relationships with subordinates Security Status

17. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Maslow’s Heirarchy of Needs People are motivated by need There are levels of needs that motivate Once a level is satisfied, the level is no longer a motivator Theory is flawed because once you reach the top, there is nothing left to act as a motivator

18. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Figure 18-7 Maslow’s Hierarchy of Needs

19. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition The Goal-Setting Theory Employees set goals and are motivated by the reward and/or recognition that accompanies the achievement MBO TQM Employees are more likely to achieve goals they helped to set.

20. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Figure 18-8 Goal-Setting Theory

21. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Reinforcement Theory Behavior is a function of its own consequences Behavior is influenced by external factors “Reinforcers” Focuses on action Positive reinforcement

22. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Equity Theory Exchange of individual contributions for rewards 3 variables:  The inputs an individual perceives she/he is contributing  The outcome (rewards) an individual perceives she/he is receiving  The way in which an individual’s inputs and outcomes compare to the inputs and outputs of another

23. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Expectancy Theory People will put out effort equivalent to the perceived rewards Steps:  Personal effort leads to personal achievement  Organizational rewards  Individual goals

24. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Figure 18-9 Expectancy Model

25. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Managing a Diverse Workforce Compressed workweek Flex-time Job sharing Telecommuting

26. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Pay-for-Performance Programs Piecework pay plan Variable pay plan Gainsharing plan Stock options

27. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Motivating the “New Workforce” Professional employees Contingent workers Low-skilled, minimum-wage employees

28. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Suggestions for Motivating Employees Recognize individual differences Match people to jobs Use goals Ensure that goals are perceived as attainable Individualize rewards Link rewards to performance Check the system for equity Don’t ignore money

29. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Trends in Motivation Understand “emotional” aspects Understand increased globalization Develop employee skills and knowledge Operate leaner Telecommuting Critical labor shortage

30. © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition More Trends Increased focus on employee retention Increase use of flextime F&B management positions are difficult to fill Fewer people with basic skills Legal issues are bringing increased concern Training has become more important