P&O1, Answers Chapter 2

PER SONNEL& ORGANISATIONHOSPITALIT Y PERSONNEL & ORGANISATION FOR THE HOSPITALITY INDUSTRY ELLEN VAN KOOTEN Chapter 2 | Answers | Questions about the chapter 1

Personnel & Organisation for the Hospitality Industry | Part 1Chapter 2 | Answers | Questions about the chapter 1. What is division of work? Division of work is the way in which the work to be performed is divided into individual tasks and the way in which these are combined into jobs which employees can perform. 2. Please state four characteristics of division of work. 1. Formal structure This reflects the approximate categorisation of tasks and responsibilities between various groups within the company (for example the kitchen department and the restaurant department). 2. Specialisation This has to do with the diversity of the tasks and capacities of the employees. The aim is to allocate work in the workplace' as, for example, laid down in the job descriptions and also determined by the specific work experience of the employees (for example, the head chef). 3. Influence of the employees In practice, much of the influence that employees exert is informal. This influence is not necessarily exerted via the formal structure within the organisation. 4. Coordination This means ways in which the work is coordinated and possibly standardised (as is the case at McDonald's). 3. What is a task? A task is a connected entirety of actions to create or produce something. It can also be an entirety of activities which a member of staff must carry out when performing his job. For example, putting out the loungers at a beach café. 4. Explain what a job is. A job is a connected 'combination of tasks' with a: • clear, recognisable name; • clear description of the (global) tasks, authorities and responsibilities; • described place in the organisation and the hierarchical line; • defined value (remuneration) within the whole; • objective which a member of staff has to achieve in his work. For example, the washing up of all the crockery/cutlery/plates: the dishwasher.Version 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 1 5. Which details have to be included in a job description? • The job title The job title is the name that the job is given in the company and the name referred to in the Handbook of Reference Jobs for the Hospitality Industry Sector [Handboek van de Referentiefuncties voor de Bedrijfstak Horeca]. • The position in the organisation Who does the employee report to? How many employees is the employee in question in charge of? Who attends meetings? Does the employee have contact with, for example, suppliers? We can often show the position in the organisation in an organisation chart or organogram. • The aim of the job In other words, why has the company created the job and what does the company expect of the employee? • The job content Which tasks, authorities and responsibilities are associated with this job? For example, if it is the task of the head chef to maintain the kitchen purchasing percentage of the net turnover at 30%, despite not being allowed to make purchases himself because there is a purchaser who also purchases the kitchen products, you cannot really make the head chef responsible for any discrepancies. The fact is that he is not authorised to make purchases himself. • Difficult circumstances (inconvenience) These are problems that are inherent in performing a certain job. A warehouse manager has to transport goods to the warehouse after they have been received. A host or hostess also has to work on holidays if other people are off. The chef has to spend a long time standing at a hot stove. 6. What are the first three steps when categorising business functions in the hospitality industry according to the Register of Reference Jobs for the Hospitality Industry? STEP 1: Make sure there is a clear, accepted description of the business function STEP 2: Choose the most suitable reference job(s) for the business function. STEP 3: Compare the content of the business function with that of the reference job(s) and the corresponding Level Defining Characteristics [Niveau Onderscheidende Kenmerken (NOKs)] or Categorisation Resource(s) [IndelingsHulpMiddell(en) (IHMs)] 7. A. Find the Register of Reference Jobs for the Hospitality Industry on the Internet. www.referentiefunctieshoreca.nl 7. B. Describe the tasks and responsibilities which are referred to in the register in conjunction with the following jobs: a. Waiter/waitress b. Head waiter/waitress c. Dishwasher d. Independent chef See: www.referentiefunctieshoreca.nl. It’s a Dutch website, an alternative could be: https://resources.workable.com/. 8. 'Healthy cooperation leads to higher productivity.' What does this statement mean? Please explain using an example. The more effectively the team members in the restaurant and in the kitchen anticipate and complement each other, the better the set goals can be achieved. This is only possible if the team members know each other well, including in relation to each other's strengths and weaknesses. To be successful and to remain successful, the weaknesses of the team members must be improved wherever possible. The fact that the chain is only as strong as its weakest link means that it is important that the entrepreneur or manager continuously stimulates cooperation in both the restaurant team and the kitchen team. Being able to cooperate properly determines the quality of the services provided in a hospitality business.Version 1 | 25-10-2018 | [email protected]