P&O2, Answers Chapter 4

PER SONNEL& ORGANISATIONHOSPITALIT Y PERSONNEL & ORGANISATION FOR THE HOSPITALITY INDUSTRY ELLEN VAN KOOTEN Chapter 4 | Answers | Questions about the chapter 2

Personnel & Organisation for the Hospitality Industry | Part 2Chapter 4 | Answers | Questions about the chapter 1. What is meant by the development of personnel? Personnel development is all about how an organisation can improve the quality of its staff. And it is essential if you want to make sure that your staff can provide the quality that customers expect. Personnel development activities aim to improve the quality of personnel. 2. Which tools are available for personnel development? The three components of quality are: Quality of personnel • personal characteristics (attitude, helpfulness, compliance) • knowledge (specialist, up-to-date) • skills and competencies (using a computer, taking telephone calls) Quality of the position • nature of the work (type of work, promotion opportunities) • working relations (good atmosphere in the team) • terms of employment (salary, leave) • working environment (working hours, working spaces) Quality of the organisation • corporate culture (organisational structure, stress) • business formula (improving sales policy) 3. Why are training and education so important to the quality of personnel? Training personnel is an essential aspect of achieving the quality that they are expected to provide. Training needs vary: • Updating knowledge Knowledge can become out of date. It is the responsibility of any entrepreneur in the hospitality industry to keep an eye on whether their staff have the right knowledge, and to actively engage with employees in this area. Customers might ask questions about a speciality beer, trendy welcome cocktails, or new cooking methods, and this can be an opportunity to think about how to provide this kind of specialist knowledge. • Improving social skills Not every employee will have been through catering school or hotel school, and some may not understand how to interact with guests and colleagues. Better social skills can contribute to the atmosphere in the team. • Promotion A waiting staff member may be promoted to the position of assistant manager, for example. They may have mastered the basics, but need to develop in other areas. This will not happen of its own accord. • Changes at work Our society is constantly changing. This includes changes in the world of work. For example, digital rostering, digital employee files. Working with a handheld device. Not using pen and paper any more, but placing orders on a screen showing the tables. 4. Which forms of training and education are there? Training and education therefore means improving the quality of staff in every conceivable way. Points to consider: • education programmes • courses • training programmes • meetings • subscribing to magazines and websites, participating in sectoral platforms (Internet) • visiting trade fairs, specialty stores, breweries, wholesalers etc. • participating in tasting sessions, demonstrations, conferences, seminars, festivals • coachingVersion 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 2Answer below also possible:Education External education programmes, such as MBO levels 2/3/4 cook, hospitality, hospitality manager etc.Courses Internal education for the role of assistant manager, head of department,Training chef etc.courses Specialist knowledge, Google analytics, new reservation system, barista etc.Meetings Skills in the field of upselling, communication skills, management skills Progress interviews, assessment interviews, performance reviews.5. Give an example of the nature of the work, working conditions, terms of employment and working relations. The quality of a position relates to the parameters within which the job is carried out. This is determined by four main components (which can also be found in the job description). These components are: • The nature of the work (job rotation; job enlargement; job enrichment) • Terms of employment (primary-; secondary-; tertiary terms of employment) • Working conditions (Physical working environment; psychological strain • Working relations (formal or informal relations)6. Explain the difference between job rotation, job enlargement and job enrichment. • Job rotation: A position includes different tasks. Employees take turns to carry out these tasks. For example, opening up: all staff carry out all tasks, but change every day/week. • Job enlargement: Equivalent or similar tasks are added to the function, either temporarily or permanently. Example: waiting staff work in the fixed restaurant but also work during weddings and parties. Example: in addition to taking reservations for restaurant A, you also take reservations for restaurant B. • Job enrichment: Equivalent but different tasks are added to the job description. In addition to plating up in the kitchen, an employee also makes sure that all the products in the refrigerator are fresh.7. Search for the following on the website arbo.nl: What does health and safety mean? At this Dutch website you’ll find information about working safe and healthy. Further: legislation; useful resources; tips; news; more useful websites; and more. The Working Conditions Act [Arbeidsomstandighedenwet or Arbowet] obliges every employer to pursue a policy that aims to achieve optimal working conditions wherever possible. The Working Conditions Act obliges employers to pursue a working conditions policy. This Act contains a large number of regulations for setting up a proper working conditions policy within organisations. It also precisely describes the tasks and possibilities which the employer, the employees, the works council, the occupational health and safety service (provider) and the Inspectorate SZW [Inspectie SZW] (which used to be the Labour Inspectorate) have. The Working Conditions Act, the Working Conditions Decree [Arbobesluit] and the Working Conditions Regulations [Arboregeling] only contain general target-based regulations for good working conditions. These regulations indicate which level of protection companies must offer their employees in order to ensure that they can work safely and healthily. The government wants to facilitate a more effective working conditions policy that improves safety, welfare and health in the workplace.Version 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 2 8. What is a hazard identification and risk assessment (RI&E)? The primary responsibility for achieving good working conditions lies with the employer. A good working conditions policy involves drawing up an overview of all the risks that could occur in the company or institution. It is the employer’s responsibility to write a risk hazard identification and risk assessment [risico-inventarisatie en -evaluatie (RI&E)] so that the company can work to minimise the risk of work-related accidents and health issues. An RI&E must include: • An inventory of the hazards that there are in the workplace and the risk-mitigation measures have already been taken in the field of staff safety, health and well-being, with particular attention being given to employees belonging to ‘special categories’ (e.g. those with a (partial) disability, pregnant women, young people and older persons). • An evaluation of the risks associated with the hazards identified. • A prioritisation of those risks. • A record of which measures will be taken: an action plan. The RI&E may show that specific further inventories are necessary. These may relate to noise, hazardous substances, well-being, machine safety, biological factors and vibrations, for example. Questions addressed in an RI&E include: • Are there dangerous substances in the company that could harm staff health/safety? If so, which? Are staff exposed to these substances and, if so, how much? • Is there a risk of physical strain or injury? How much physical work do staff have to do? • How can you ensure the health of employees who work with a computer screen? How long do employees spend using computer screens every day? • Could noise levels lead to a dangerous/unhealthy situation? • Does the company have the appropriate facilities? • Which risks necessitate the use of personal protective equipment? • Are employees exposed to the risk of sexual intimidation or violence? 9. What is the difference between a guest-oriented business formula and a guest-oriented corporate culture? Guest-oriented business model: The marketing industry uses marketing tools to ensure that a company meets the needs and preferences of the guest. The whole set of instruments - product, price, location, presentation, promotion and staff - is known as the business formula. The quality of service depends not only on the staff but also on the business formula and a customer-oriented corporate culture. Guest-oriented corporate culture: The corporate culture is the culture that predominates among staff. Corporate culture can be seen as the sum of the company's objectives, the work done by its staff, and how they interact with each other and with guests. This includes: attitudes; business objectives; and work done by staff. 10. How can the entrepreneur ensure that there is a good atmosphere in the company? Find out what employees can do about this. As an employer, you can influence the working environment in a positive way by setting a good example. Do not forget that it is important to foster good and friendly relations with your staff, they are likely to reciprocate: • Create trust. • Show that you are there for your employees, support them, stick to the agreements that you make and be discreet about your employees' personal circumstances. Further the employer can: work on team building; challenge and reward the employees; be open and communicate clearly; zero tolerance for inappropriate behaviour; look for solutions together; draw up a code of conduct. As an employee, you can influence the working environment in a positive way. There are multiple possibilities, for example: • Communicate with colleagues for example about the division of tasks • Be open and communicate clearly • Warn the employer, if there is a bad atmosphere.Version 1 | 25-10-2018 | [email protected]