P&O1, Answers Chapter 5

PER SONNEL& ORGANISATIONHOSPITALIT Y PERSONNEL & ORGANISATION FOR THE HOSPITALITY INDUSTRY ELLEN VAN KOOTEN Chapter 5 | Answers | Questions about the chapter 1

Personnel & Organisation for the Hospitality Industry | Part 1Chapter 5 | Answers | Questions about the chapter 1. What are the advantages of a properly assembled team? • A pleasant and friendly working environment. • Greater social control: often less illness within the team. • Greater involvement: this has a (positive) influence on the productivity. • Less staff turnover: employees who are satisfied (with each other) are less likely to leave. • More turnover: more effective but, for example, fewer costs as well, more efficient work, etc. 2. Which preconditions are there when starting up a team? Objective preconditions for the organisation: • Clarity about the objective: for example the turnover every Sunday when the sun shines, but also about the cooperation and the way people communicate. • The correct resources to achieve these objectives: for example optimal layout of the patio, correct routing, payment options, bar, etc. • Schedule with clear conditions: for example with regard to the team composition, busy and peak times, experiences and swapping shifts. • Rules relating to swapping among team members: for example with whom they are allowed (or not allowed) to swap and the spread of experience on busy and quiet days. • Clear communication: for example regular contact between the members in the team. Subjective preconditions for the member of staff: • Know what cooperation means: there are, for example, agreements about formal cooperation (working in different neighbourhoods) and informal cooperation (being prepared to help each other). • A professional attitude with regard to acceptance: not everyone has to be your friend, but you do have to be able to work together. • Having skills relating to cooperation or develop these, for example communication skills and manners. 3. When does Belbin believe that a team is functioning properly? The scientist Belbin (1981) discovered the various roles that exist within a team and indicated that this is important for proper functioning within the team. Belbin defines a team role as the characteristic way in which someone behaves, makes a contribution and interacts with others. Team roles describe the behaviour that we can recognise when someone collaborates with others. Each team role is really a strategy for dealing with the work and with colleagues. In other words a favourite collaborative style which is evident when collaborating with others. As far as teams are concerned the team roles are the ultimate instrument for ensuring that the different styles of collaboration can be successfully combined. 4. Do the test on the Thesis site: http://www.thesis.nl/testen/test/belbin-test. Which group role do you adopt on the basis of having taken the test? Can you identify with this? Note: it’s a Dutch test, see www.belbin.com for English. You can discuss the results with the students in class.Version 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 1 5. Which phases does the team have to complete, according to Tuckman, in order to function properly in the end? 6. State five tips for managing a team. • Coordinate expectations: It is important that you and your personnel are on the same wavelength as much as possible. You should therefore make it clear to your employees what you expect from them. • Keep the promises you make to your employees: If you, as a manager, always do what you promise, you will eventually earn your employees' trust. • Make sure you delegate sufficient work: A lot of new employers stick too rigidly to their tasks. They find it difficult to delegate tasks to their personnel. However, as your company grows, you must delegate more and more work. • Adopt the right attitude: As an entrepreneur, you have a business relationship with your staff. This does not mean you cannot interact with them as a friend. • Be clear and transparent: Sometimes it is essential to take painful measures. If the business is not going very well, it may be necessary, for example, to save on the personnel costs. It is also a good idea to be clear and transparent at all times about the goings-on at your company. 7. Describe the difference between intrinsic and extrinsic motivation. If we compare the theories, two terms become very clear, namely intrinsic and extrinsic motivation. People may do something for two reasons, either because they truly want to do it, or because something around them encourages them to do it (they receive money, their boss expects it from them, they believe that is what they should do). The first is a case of intrinsic motivation and the second is a case of extrinsic motivation. Intrinsic motivators are the result of the nature of the work and the degree to which the individual believes the task s/he is performing is useful. Examples are substantive tasks, independence and having or acquiring responsibilities, as well as enjoying the work because you like doing it. Extrinsic, outside the person, motivators come from other sources, such as money or status, or the pursuit of a certain career which corresponds to the expectations and needs.Version 1 | 25-10-2018 | [email protected]

Personnel & Organisation for the Hospitality Industry | Part 1 8. Find out which motivation theories are referred to on the Internet and which score highly as reliable and usable. Multiple answers possible, at the discretion of the teacher. For example: • Maslow: Hierarchy of Needs, 5 levels: Physiological; Safety; Love/belonging; Esteem; Self- actualisation. • Herzberg: Motivator factors (work satisfaction / motivation) vs hygiene factors (work dissatisfaction / lack of motivation) • Alderfer: ERG motivation theory, five human needs (Maslow) into three categories: Existence; Relatedness; and Growth. • McClelland: Need Theory, 3 needs: Achievement; power; and affiliation. 9. Which ten tips does L1NDA give for enthusing and binding employees to your company? 1. Create a pleasant working environment 2. Offer challenges in the work 3. Pay your staff according to value 4. Make sure there are good fringe benefits 5. Create team spirit 6. Involve staff in the business 7. Be involved with your staff 8. Set a good example 9. Be open 10. Make things easy for yourself 10. State three motivating factors which you experience at your work (or at school). Multiple answers possible, at the discretion of the teacher. For example: • Nature of the work • Independence • Colleagues • Salary • Location • Working hours • Work environment •…Version 1 | 25-10-2018 | [email protected]