P&O2, Answers Chapter 8

PER SONNEL& ORGANISATIONHOSPITALIT Y PERSONNEL & ORGANISATION FOR THE HOSPITALITY INDUSTRY ELLEN VAN KOOTEN Chapter 8 | Answers | Questions about the chapter 2

Personnel & Organisation for the Hospitality Industry | Part 2Chapter 8 | Answers | Questions about the chapter1. What is the difference between staff meeting, a special staff meeting and a regular meeting? A staff meeting is a regular meeting between a manager and his/her employees regarding work and the general working environment. A special staff meeting relates to a specific aspect of the work or a particular project. It is usually held to discuss a particular subject, such as a forthcoming event or a new menu. Staff meetings are similar to any other meetings. Information is provided on certain subjects, but a staff meeting always focuses on the department as a whole and is more than just a regular meeting.2. Explain the three-phase model using a specific example (subject). There are multiple answers possible, at the discretion of the teacher. Answers must be based at the following points:Presentation (introductory phase)• The chairperson (manager) provides employees with as much information as possible about the agenda item.• Before or during the meeting, using pictures or text.Forming an opinion (discussion phase)• The chairperson must ensure that employees can reach an opinion. Time is allocated to the employees at the meeting by the chairperson.• The chairperson intervenes if: some employees take more time than others, some employees do not participate, there is too much repetition.• The chairperson summarises the views expressed.• The chairperson monitors the discussion until all participants understand each other’s point of view.Decision-making (results phase)• The chairperson ensures that the employees reach agreement and make a decision.• The chairperson intervenes if this does not happen and suggests that the item is discussed further at the next meeting.• The chairperson may choose another form of decision-making, after consultation.3. Where do you work at the moment? Are special staff meetings held? If so, what is discussed at those meetings? There are multiple answers possible, at the discretion of the teacher.4. Explain the difference between working efficiently and working effectively, using a specific example from the hospitality sector. There are multiple answers possible, at the discretion of the teacher. See following points.Working more efficiently Working more effectively • Think ahead, plan work before • Think ahead, plan work before starting. starting. • Make a check list, in the correct • Be aware of the best use of time, order. money and resources. • Structure the day. • How can you use your time more • Set priorities for the day. effectively with time, and achieve • Take a step back from work more in the same amount of time? occasionally; this helps you see the • Learn to budget and stay within bigger picture. budget. • Take breaks so that you can start work again with renewed energy. • Effective communication; clear and concise, with maximum impact. Including on paper.Version 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 25. Give an example from your own work of how to work more efficiently. There are multiple answers possible, at the discretion of the teacher.6. Give an example from your own work of how to work more effectively. There are multiple answers possible, at the discretion of the teacher.7. How should you prepare for a staff meeting?Goal of the • Which subjects are on the agenda.meeting • Which order will the subjects be discussed in? • News and information. • Solutions to problems.Timeframe • How long does the meeting last - what is realistic? • How long should the discussion of each subject last? • How many participants are there for the open questions? How much • time is there for this?Arranging • Hold the meeting in a quiet place.facilities • Which facilities will be needed? • Set up tables/chairs/beamer/laptop, and so on. • Make sure that coffee/tea/drinks will be available. • Pen/paper/flipchart and paper. • Information on paper, in a PPT, in advance, during the meeting.Participation • Who will be invited? • Send invitations in good time / how are the participants invited? • Instead of sending invitations, use a fixed timeline. • Who has decision-making power and over what? • How will voting take place? How will this be communicated?Agenda • Work according to a fixed procedure; for example, first items from the previous meeting, then the new points and end with questions/AOB.Reporting • Reports should include items like: - decisions made - main issues discussed - list of action points - minutes8. What are the requirements for consulting on quality standards?Staff meetings between managers/entrepreneur and employees regarding quality standardsshould result in definitions of the quality levels that are required.• In order to achieve this, all parties must understand why consistent quality is important.• They also need to have an idea of what is meant by specific standards.• Every employee should ultimately feel responsible for quality and ensuring that quality standards are met.• Every employee must know how he/she can contribute to achieving quality standards (the standard should be communicated during training sessions, and may be adjusted following consultations).Version 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 2 9. Find out which quality requirements apply in your own company. Name three. There are multiple answers possible, at the discretion of the teacher. 10. What is a mystery guest? Mystery guests are guests who visit hospitality establishments to provide feedback for the hospitality entrepreneur. They can give feedback about how to improve quality: staff, performance and organisation. A mystery guest is someone who: • Regularly dines out. • Has a background in hospitality. • Can offer constructive criticism and convey this feedback clearly. • Enjoys training and developing. • Is reliable and trustworthy. • The work of the Mystery Guest is very serious and means making an active contribution to the success of hospitality companies. • The ability to spot points for improvement and describe these clearly is essential.Version 1 | 25-10-2018 | [email protected]