P&O2, Answers Chapter 3

PER SONNEL& ORGANISATIONHOSPITALIT Y PERSONNEL & ORGANISATION FOR THE HOSPITALITY INDUSTRY ELLEN VAN KOOTEN Chapter 3 | Answers | Questions about the chapter 2

Personnel & Organisation for the Hospitality Industry | Part 2Chapter 3 | Answers | Questions about the chapter 1. What does personnel work involve? Personnel work consists of all activities aimed at the quantitative development of personnel (proper staffing levels). 2. What is the difference between recruitment and selection? Give two examples for each term. Recruitment involves: encouraging people to apply for vacancies within the company. All the activities undertaken in order to select the most suitable candidate for a position is called selection. The basis is the job description that has already been drafted. So first you’ll recruit candidates and after the recruitment you’ll select the most suitable candidate. 3. What does a recruitment and selection committee do? The R&S committee is made up of various employees and managers who have an interest in the vacancy and it will address the following issues: • planning the recruitment and selection process • looking for recruitment channels • drafting a job advertisement • preselection phase • inviting candidates for interview • job interviews • psychological test • final selection 4. What is the difference between internal and external recruitment? Internal recruitment: The recruitment of staff from within the organisation. Most organisations see it as their duty to try to recruit internally, but in a commercial company there is no obligation to do so. Often, employees are invited to apply for the job via an internal announcement. Examples of internal communication channels are: notice boards, website, internal digital platform, staff magazine, group app or Facebook group. External recruitment: The recruitment of employees from outside the organisation. If a company chooses external recruitment, there is a great deal of organisational work to be done if the company goes about this seriously. Various recruitment channels can be used: word-of-mouth advertising, a recruitment agency, Internet, company website, social media, window advertisements and open applications. 5. Explain the requirements in terms of design that a job advertisement needs to meet. The advertisement must be attractive, and thought should go into the shape, layout, font and size. In terms of design, the advertisement must comply with the A.I.D.A. formula: • Attention: The advertisement must attract the attention of the right people. It should stand out for the target group. • Interest The advertisement must generate interest, by providing key information and a clear description of the requirements for applicants. • Desire The advertisement has to motivate people to apply: short, powerful • Action The advertisement must inspire people to act quickly. Any potential obstacles to applying should be minimised. 6. What is it the difference between the introduction, job familiarisation and socialisation? There is a clear difference between the introduction, job familiarisation and socialisation phases. As we have seen, the introduction includes all activities undertaken by the organisation to optimize the new employee’s integration into the organisation. Job familiarisation includes all the activities that make it possible for the new employee to carry out his/her duties according to the standards of the organisation. Finally, socialisation refers to all the learning processes that a new employee goes through before he/she can function as a full-fledged employee of the organisation.Version 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 2 7. Which components are included on a checklist for an introductory programme? 8. Name four advantages of a good introductory programme. Since an introduction takes time (and therefore costs money), an introductory programme needs to provide real advantages: • A good introduction saves time in the medium run. The new employee will find his/her way around more quickly, so others will have to spend less time helping him/her. • A good introduction minimises the chance of employee leaving. If you feel at home in your new job, you are less likely to look for another one. • A good introduction can create a good first impression and help to reduce feelings of insecurity. This benefits productivity. • A good introduction will generate goodwill on the part of the new employee. He/she may talk about this with the people he/she knows. 'Goodwill' also creates 'basic' trust. This will help the employee to keep working hard, even when the work gets tougher.Version 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 2 9. What should a new employee’s direct colleagues (or supervisor) watch out for? The supervisor should focus on the following issues during the job familiarisation period: • He/she verifies whether the new employee is making progress. • He/she evaluates how relations with other colleagues are progressing. • He/she allows the employee to learn and make changes. • He/she verifies whether productivity is gradually increasing, and indicates which standards apply. The new employee should start to meet the standards required by the company within the timeframe expected. • He/she ensures safety in relation to other colleagues or guests. 10. Which rules should you be aware of when organising a job familiarisation programme? General rules for a job familiarisation programme: • Decide how long the familiarisation programme will last (taking the costs into account). • In addition to training on the work floor, other forms of learning may also be involved. This could include e-learning or video learning. • Arrange supervision: preferably a coach. • Checklists for things that need to be done. For example opening up, plating up, closing, cleaning lists. If possible, send the employee information about the work in advance. • The first day is always important. After the introduction (see previous section), the job familiarisation period begins. • Design a job familiarisation programme, focusing specifically on the aspects of the job that need to be learned. • The programme should include not only the direct work but also supporting services. • In addition to a daily timetable, include a weekly timetable, and a monthly timetable. • Incorporate progress meetings and modify these where necessary as you go along.Version 1 | 25-10-2018 | [email protected]