1. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. HOSPITALITY HUMAN RESOURCES MANAGEMENT AND SUPERVISION

2. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. Employee Orientation and Training Chapter 3

3. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. Learning Objectives 1.Review basic procedures that should be used for employment and payroll documentation 2.Explain basic procedures that should be included in hiring and orientation activities 3.Describe how to plan and evaluate orientation programs 4.Explain procedures for planning and delivering training programs

4. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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

6. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. Four Step Training Method 1.Preparation – Topic, activities & materials identified and available – Motivate trainee to pay attention & learn – Communicate expectations 2.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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. Four Step Training Method 3.Practice – While the trainer observes – Provide feedback & correct errors and misunderstanding

16. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. Four Step Training Method 4.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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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. Copyright © 2013 by The National Restaurant Association Educational Foundation. Published by Pearson. All rights reserved. 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