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Published by: Danielle Duran on Oct 06, 2012
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Hospitality Management Chapter 10 workplace orientation- and introduction of new employees to the workplace so that they can learn

what is important to the organization, to management, and to fellow employees socialization is the ongoing process through which new employees begin to understand and accept values norms and beliefs held by others in the organization. good orientation programs are designed to to familiarize new employees with their roles, the organization its policies and other employees. orientation helps employees to learn their duties faster so they quickly become more valuable members of the team which benefits of the employees and the company New employee orientation benefits to company: helps new employees feel good about their decision to work for your company introduces new employees to the owner and managers improves employees understanding of company goals and priorities decreases employee turnover b/c employs are aware of the company's goals and policies from the start, ensures they work to achieve said goals First 10-14 days are critical, when employess decide if should stay or quit Benefits to management: well trained staff consistency in performance aids in evaluating employee performance supports supervisor's role lover turnover benefits to employee: foundation for employee motivation higher levels of job satisfaction properly sets the stage for follow up training feel like part of team Things to include in orientation: Organizational: histophilosophylosophy organization chart Names and titles of key personnel employee's department and where it fits in lay our and tour overview of services and products provided employee handbook safety and security procedures Employee benefits: pays scales and aydays vacation and holidays rest breaks training and education benefits

counseling insurance and retirement benefits rehab programs Common mistakes: overwhelming employee, overload of paperwork, only menial tasks, thrown to the wolves. Summary New employees feel anxious and wonder if they will fit in when new employees feel good about their decision to work for your company morale increses, retention increases, and employee turnover decreases within the first 30 days they will decide if they are going to stay or go anxiety can hinder the learning process Chapter 11 Training is the process that provides employees with the knowledge and the skills required to operate within the systems and standards set by management. Development helps the employee to gain knowledge and skills to help prepare her to handle future responsibilities with less emphasis on her present job duties. Training is first to be cut with budget cuts This is wrong. Training benefits the employee: encases job satisfaction and recognition moves employee closer to personal goals encourages self development and self confidence helps employee become effective problem solver allows emkployee to become productive more quickly sustains positive attitude toward customer service Benefits to management improves communication between managers and employees improves morale and build cohesiveness between management and employees aids in evaluating employee performance makes policies and procedures viable aids in sustaining systems and standards helps to identify employees for promotions or transfers benefits to organization leads to improved profitability reduces accidents and safety ciolations helps create a positive corporate image aids in organizations development assists in developing employees for internal promotions helps employees adjust to change reduces costly employee turnover performance standards- provide benchmarks against which employee performance is measured

Learning principles needs assessment- assesses the needs of the organization in order to identify the goals that should be achieved as a result of the training performance management- ingoing continuous process of communicating and clarifying job responsibilities priorities and performance expectations in order to ensure mutual understanding between supervisor and employee. determine major job responsibilities- define performance standards for each dutydocument job performance- evaluate job performance- hold performance discussions- repeat from beginning in order to be effective performance standards must be: attainable; specific; observable; meaningful; measurable; stated in terms of quality, timliness, or cost challenges can be external or internal observation is a good way to assess training needs task identification- when management evaluates a particular job description to identify the essential tasks that the job requires, then specific plans are developed to provide the training necessary employee surbyes- management surveys potential trainees in a n attempt to identify specific areas about which the wayt to learn more exit interviews- given when an employee separates from the company. find how we can improve and reasons why left training objectives- state desired behavior and the conditions under which it should occur. serve as standard agains which individual performance and training programs will be measured. learning principles- the ways in which people learn mos effectively. 5 types repetitionparticiationrelevance transference feedback considerations when selecting training techniques: cost effectiveness; desired training content; facility; trainee and trainer preferences; learning principles on the job training (jot, jit, job instrution training)- covers all 5 learning principles. often gets botched job rotation or cross training- eliminates boredom, greater flexibility when someon is sick or on vacation off the job training methods include video, reading, lecture, etc. often more cost effective often programmed learning so progress can be monitored electronically internships, role playing, case studies and self study are other types of off the job training evaluating training- did the training achieve the objectives?

Evaluate reactions of the trainees to content and delivery method; knowledge acquired; changes in employee behavior as a result; measurable results or improvements in individual and business overall Quiz 1a 2b 3a 4f 5b 6c 7b 8b 9c 10d Chapter 1 labor market- individuals looking for work (supply) and the jobs available in a given area (demand) make up the labor market core ethical principleshonesty integrity trustworthiness loyalty fairness concern and respect for others commitment to excellence leadership reputation and morale accountability Chapter 2 Legal challenges job description- details the primary duties of a particular position. force management to focus on the particular set of skills and characteristics and applicant should have in order to do the job well. Title VII of the 1964 Civil rights act- applie to businesses with 15 or more employees. prohibits employment discrimination based on sex race color religion and national origin. Equal employment opportunity conmission- EEOC federal agency that povides oversight and coordination of title VII and other EEO laws. bona fide occupational qualification- loophole to hire. the job must require a worker of particular sex, national origin, or religion, and such a requirement must be necessary to the essence of the business operation.

sexual harassment- sex discrimination that violate title VII of the 1964 civil rights act. unwelcome sexual advances, requests for sexual favors, or other verbal or physical conduct of a sexual nature when this conduct explicitly ir implicitly affects and individuals employment, unreasonbly interferes with an individuals work performance, or creates and intimidating hostile or offensive work environment. quid pro quo- this for that hostile work environmentamericans with disabilities act- covers employment, transportation, public accommodations, telecommunication services, and public services. disabled individual- any individual who has a physical, or mental impairment that substanciallt limits one or more major life activities, has a record of such impairment, or is regarded as having such impariment. must be able to perform essential functions of the job with or without reasonabl accommodation. employer must provide wheelchair access unless not readily available or weould cause undue hardship age discrimination in employment act of 1967- prohibits discrimination of individuals 40 and older. equal pay act- equal pay for equal work. immigration reform and control act of 1986- control illegal immigration. penalties on employers who knowingly hire illegal aliens. Practice quiz 1. B 2. A 3. B 4. B 5. B 6. C. 7. C 8. B 9. B 10. C Chapter 3 industrial revolution- determined minimum wage, child labor, etc

national recovery act- designed to promote recovery, reform encourage collective margining for unions, ser up max work hours, and minimum wage, and forbid child labor. declared unconstitutional in 1935 and min wage was abolished. fair labor standards act- federal law set minimum wage and maximum hour standards living wage- reflect income needed to maintain a family at poverty level in area. tip- gift or gratuity service charge- money added to bill by management. retained by management or distributed to employees as they chosose. tip credit- pay less than minimum wage b/c they make tips tip pool- tip sharing system so everyone can be paid less than min wage overtime- time and a half, exempt- not eligible for overtime nonexempt- time and a half for overtime, $455 a week or less

Practice quiz 1. A 2. B 3. B 4. A 5. B 6. C 7. B 8. C 9. C 10. B mentoring

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