Chapter

15

Human Resource Management

 Human Resources
§ Food production and service organizations are:

o People oriented, &

o People intensive.

§ So human resources are crucial for such business.

.‫لذا فإن املوارد البشرية ضرورية ملثل هذه األعمال‬

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 What are human resources?

§ Human resources are:

o Skills of people

o Knowledge of people, &

o Energies [work] of people

§ All are required for the food service organization

to function.
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 ‫التوظيف‬
Staffing
.‫هي وظيفة إدارية‬
• Is a managerial job.
:‫ مطابقة املهام واملهارات املطلوبة مع املتقدمني املناسبني من خالل‬:‫يتم تعريفه على أنه‬
• Is defined as: matching required tasks and skills with
appropriate applicants through:
o Effective hiring
o Placement
o Promotion
o Transfer
o Training
o Supervision
o Effective decision making
o Performance evaluation
o Discipline
 Managers decide:
§ What skills and knowledge are needed [needs assessment] to achieve the goals.

§ Managers Use tools such as:

• Organization chart: # of needed workers.

• Job description : job title, duties and responsibilities, work conditions, and to whom the employee
reports.

• Job specifications: qualifications required for satisfactory performance.

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6
 ‫ري كروء منت‬

Recruitment
§ Defined as: .‫عملية تحديد مكان املتقدمني املحتملني للتقدم لوظائف حالية أو متوقعة‬
o The process of locating potential applicants to apply for existing or anticipated job openings.
.‫يجب إعطاء األولوية للتوظيف الداخلي ألنه يمكن اعتباره جزًءا من برنامج املكافآت لألداء الجيد ؛ عادة ما يكون التوظيف الداخلي ألغراض الترقية‬
§ Can be:
o Internal recruitment should be prioritized because it can be considered as part of a reward
program for good performance; internal recruitment is usually for promotion purposes.

:‫عادة أكثر للوظائف املبتدئة‬

o External recruitment usually more for entry level jobs:
• Current workers can be a good source for recommending potential employees from
outside.
• Newspaper advertising.
• Employment agencies. ‫يمكن أن يكون العمال الحاليون مصدًرا جيًدا للتوصية باملوظفني املحتملني‬
.‫في الخارج‬
• Schools that train for food service.
.‫• إعالنات الصحف‬
• Labor unions. .‫• وكاالت التوظيف‬
.‫• املدارس التي تتدرب على خدمة الطعام‬
.‫• النقابات العمالية‬
§ Well prepared application forms should be used.
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 Selection
:‫ يأتي قبل االختيار ويتم من خالل‬:‫فرز الطلبات‬

§ Screening of applications: comes before selection,

done through:

o Reviewing the applications.

§ Call the best among the applicants for a well

prepared interview.

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 Selection Cont’d.
Interview
.‫تحتاج عملية التوظيف الفعالة إلى مقابلة معدة جيًدا‬
• Effective hiring process needs a well prepared interview.

• Purpose of the interview is to:

o Get information not only about facts but also about

attitudes, feelings and personality through observation (very
important in foodservice facilities).

o Give information about the facility such as: promotion

possibilities and benefits.
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 Interview Cont’d.
• Interviewer should:
.‫ممتعة ومحترمة‬
ü Be well prepared, pleasant and respectful.

ü Establish confidence in applicant.

.‫ ال نستخدم أنا‬، ‫تحدث نيابة عن املؤسسة‬
ü Speak on behalf of establishment, use we not I.

ü Use questions that start with “what”, “why” & “how”.

ü Show interest in the applicant, no distractions.

ü Take notes either during or after the interview.

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 Tests
• Sometimes skills & knowledge tests: e.g. can use
written tests for certain jobs like cooks.

• Or psychological tests that should be job related to

measure feelings and attitudes for the job, personality
traits.

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 :‫ بما في ذلك‬، ‫تستخدم االختبارات النفسية لتقييم العديد من املجاالت‬

Psychological tests are used to assess many areas,

including:
• Traits such as introversion and extroversion.
.‫سمات مثل االنطوائية واالنبساطية‬
.‫• حاالت معينة مثل االكتئاب والقلق‬
• Certain conditions such as depression and anxiety.

• Intelligence, aptitude and achievement such as verbal intelligence and reading

achievement.

• Attitudes and feelings such as how individuals feel about being a worker in a food
service organization.

• Interests such as the careers and activities that a person is interested in.

• Specific abilities, knowledge or skills such as cognitive ability, memory and problem-
solving skills.
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 Worker on the Job

Personnel records:

• May be done on the computer.

• Contain:
o Personal information such as name, spouse, # of children,
education, etc.
o Date of employment, job assigned, wage.
o Insurance & health benefits.
o Absences with reason, promotions, demotions.

v Such records can be used for performance evaluation.

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 Managers

§ Are responsible for:

o Human resources development.

§ Should aim at:

o Job satisfaction which :
Ø Decrease turnover rate of workers, &
Ø Increase productivity.

ü Productivity needs proficiency.

‫الكفاءة‬
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 Proficiency depends on:

§ Ability to complete the tasks (technically), &

§ Appropriate behavior [e.g. service people or waiters].

v There should be a balance between the two:

ü It is not enough to be technically skillful and hostile,

Or ‫ أو‬، ً ‫ال يكفي أن تكون ماهرا ً فنيا ً وعدائيا‬
ü Very friendly and incompetent. .‫ودود للغاية وغير كفؤ‬

v Both proficiency [competence] and proper behavior are crucial for

successful staff development.
.‫كل من الكفاءة ]الكفاءة[ والسلوك السليم أمران حاسمان لنجاح تطوير املوظفني‬ 15
 Orientation
§ Defined as: :‫عملية رسمية لتعريف املوظف الجديد بما يلي‬
o A formal process of familiarizing the new employee with the:
• Job
• Work unit
• Co-workers
• Standards
• Organization in general [environment]

§ Provides the new employee with:

o A solid understanding of the job to be performed.

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 Who is involved in the orientation process?

§ Food Service Manager

§ A colleague

§ Can be a training personnel [trained]

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 Orientation
§ Involves:

1. Giving information about the food service facility, provide goals &
objectives, make the new employee feel proud to work for it.
.‫ وما إذا كان يفي بالتوقعات‬، ‫مراجعة توقعات صاحب العمل ومزايا املوظف‬
2. Reviewing employer expectations and employee benefits, and if
he meets expectations.

3. Completing employment document such as

(employment card).

4. Introducing job description.

5. Completing benefit enrollment form.

.‫استكمال استمارة تسجيل املخصصات‬
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 Orientation Cont’d.

1. Introducing to fellow workers.

2. Introducing to facility units.

‫مراجعة السياسات الهامة واجراءات التشغيل املوحدة واملزايا والخدمات‬
3. Reviewing of important policies & SOPs, benefits and
services.

4. Discussing team work, working relationships, attitudes,

work schedule.

5. Introducing on the job training.

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 Training

§ The trainer determines:

• When training is needed.
• Who should be trained.
:‫يحدد املدرب‬
.‫• عند الحاجة إلى التدريب‬
.‫• من ينبغي تدريبه‬
.‫• ما يجب تدريسه‬

• What needs to be taught.

v The goal of training is proficiency and productivity.

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 Methods of Training
1. Group training sessions:

• Using video tapes, pictures, demonstrations, etc.,

• Training in such topics as:
o Objectives of the operation.
o Relationships of departments.
o Key persons within a particular department.
o SOPs in topics such as:
• Food preparation and service.
، ‫استخدام أشرطة الفيديو والصور واملظاهرات وغيرها‬
• Sanitation and safety. :‫• التدريب في مواضيع مثل‬
o ‫أهداف العملية‬.
o ‫عالقات األقسام‬.
o ‫األشخاص الرئيسيون داخل قسم معني‬. o ‫إجراءات التشغيل املوحدة في موضوعات مثل‬:
o Follow up is done in on the job training..‫• إعداد الطعام والخدمة‬
.‫• الصرف الصحي والسالمة‬
.‫تتم املتابعة في التدريب الوظيفي‬ 21
 Methods of Training Cont’d.

2. On the job training, at the work station.

‫يوضح‬
• Trainer illustrates how to perform a task.
• Trains in such things as:

o How to do the task, e.g. dishwashing, peeling, etc. (proficiency).

o Time allowed for the task, e.g. 2 hours for receiving.

(productivity).

o Timing of doing tasks, e.g. cleaning after peak hours such as: 7-9
pm, after dinner. (work schedule).
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 Trainer’s Characteristics

• Effective communicator. • Knowledgeable:

• Effective motivator. o Knows about training topics.

o Knows trainee’s abilities & skill

• Understanding.
level.
• Patient. o Knows about learning modes:
• Learning by doing.
• Enthusiastic. • By observation.
‫متحمس‬
• Learning by reading.
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 Tryout ‫جرب أو حاول‬

• Test by observing worker’s performance.

• Ask questions.

• Correct mistakes patiently.

• Continue until worker knows how to do the task accurately.

• Provide feedback during this process.

• Assess safety & efficiency.

v Recognize success and correct mistakes in a supportive manner.

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 Follow-up
• Let worker perform alone,
‫قم بتعيني مساعد يكون متاًحا في حالة وجود أسئلة أو مشاكل لدى املتدرب‬

• Assign a helper that will be available in the event the

trainee has questions or problems,

• Let the worker know who his helper or mentor is,

• Observe worker’s performance, &

• Be prepared to offer feedback.

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 Performance Evaluation Form (Example)
Rating form: kitchen worker

• Job skill: Excellent ………… 25

o Job performance (efficiency): keeps up with the work; makes all products Good ……………….20
uniformly; waste conscious; works quietly and reasonably fast; does not Average ……………15
waste time in conversations while on duty. Fair …………………..10
Poor ………………….5
• Cooperation: Same ratings scale as above
o Attitude: responds quickly for assistance; receptive to change and new
ideas; accepts new suggestions regarding his/her work.
• Sanitation: Same ratings scale as above
o Health regulations: washes hands after using restroom; keeps floor clean;
keeps hot food hot and cold foods cold.

• Care of equipment: Same ratings scale as above

o Clean and everything in place; knows how to operate equipment.

• Safety: Same ratings scale as above

o Works safely; reports all hazards; knows where fire extinguisher is and
knows how to use it.
• Appearance: Same ratings scale as above
o Personal cleanliness and neatness.
• Attendance: Same ratings scale as above
o Absenteeism; returns from break on time.
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 New Approach in Performance Evaluation

Upward feedback:

• Whereby the employees rate their supervisor’s people

management.

• Valuable for improving:

o Management performance, &
o Subordinate’s morale.

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 Promotions & Transfers
• Promotion:

o Is usually understood as an increase in salary and responsibility.

‫في بعض األحيان قد يعني ضماًنا أكبر في األمن الوظيفي‬
o Sometimes it may mean greater assurance in job security.

o Sometimes it means an opportunity for experience in a desired field.

‫في بعض األحيان يعني فرصة للتجربة في مجال صعب‬

• Transfer:

Is looked at as promotion when an employee is transferred to a more desired

kind of job.

v Promotion and transfer are an expression that one’s work is

appreciated.
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 ‫انضباط‬

Discipline
:‫يجب أن تكون اإلجراءات التأديبية‬

Disciplinary measures should be:

• Impersonal.
‫ يعرف املوظف ما هو‬:‫بناًء على انتهاك التوقعات‬
.‫املتوقع منه‬
• Based on violation of expectations: employee knows what is
expected of him.
.‫ ليس متسرعا ولكن بمجرد ارتكاب املخالفة‬:‫فوري‬
• Immediate: not hasty but as soon as violation is made.

• Consistent: taken every time a violation is made.

• Legally defensible.

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 ‫اإلقاالت‬

Dismissals

• Management takes such a decision because employee fails to perform

a task after training, counseling, warning.
.‫ حق مكفول دستوريا ً لعملية إجرائية عادلة قبل إنهاء العمل‬:‫حماية اإلجراءات القانونية الواجبة‬
• Due process protection: constitutionally guaranteed right for a fair
procedural process before termination of work.

• Just cause for termination: not arbitrary, supported by substantial

evidence. .‫ مدعوًما بأدلة قوية‬، ‫ ليس تعسفًيا‬:‫سبب عادل لإلنهاء‬

v At will termination: employment is not indefinite [no writing, both

sides can terminate employment when they choose to do so] , such as
part timers, daily workers.
‫ يمكن للطرفني إنهاء العمل عندما‬، ‫ العمل ليس ألجل غير مسمى ]بدون كتابة‬:‫عند إنهاء اإلرادة‬
.‫ والعمال املياومني‬، ‫ مثل العاملني بدوام جزئي‬، [‫يختاران القيام بذلك‬ 30
 Handling Grievances
.‫ال يتم التعبير عن املظالم دائًما بشكل شفهي‬
• Grievances are not always expressed verbally.

• Signs to be noted by an alert & wise supervisor:

o Tardiness, absenteeism, decline on productivity, change

in attitude, indifference, disputes between workers.

• Conflict/dispute resolution by reconciling opposing

arguments or parties.
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