hospitality human resources management and supervision foundations of effective employee performance...
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Hospitality Human Resources Management and Supervision
Foundations of Effective Employee Performance
Chapter 4
Learning ObjectivesAfter completing this chapter, you should be able to:
• Describe special concerns when an entry-level employee is promoted to a supervisory position.
• Explain basic employee motivation strategies.
• Describe procedures for building and maintaining effective teams.
• Discuss the development and management of employeerecognition and incentive programs.
Chapter 4 Foundations of Effective Employee Performance
THE ROLE OF SUPERVISOR
Chapter 4 Foundations of Effective Employee Performance
THE TRANSITION TO SUPERVISORChanging the Focus
Managing Employee Relationships
Gaining Experience
Chapter 4 Foundations of Effective Employee Performance
EMPLOYEE MOTIVATION BASICS
Chapter 4 Foundations of Effective Employee Performance
Make a Good First Impression
Maintain a Professional Workforce
Supervise Effectively
Plan for Success
Help Employees Be Successful
Be a Role Model
Chapter 4 Foundations of Effective Employee Performance
Communicate a Consistent Message
Acknowledge Employees
Express Appreciation
Share Information
Express Interest
Involve Employees
Chapter 4 Foundations of Effective Employee Performance
TEAM BUILDINGTypes of Work Teams
Simple Teams
Relay Teams
Problem-Solving Teams
Chapter 4 Foundations of Effective Employee Performance
Building Effective Teams
Developing Team GoalsTypes of Team Goals
Chapter 4 Foundations of Effective Employee Performance
Team-Building Issues
Chapter 4 Foundations of Effective Employee Performance
EMPLOYEE RECOGNITION AND INCENTIVEPROGRAMS
Planning Successful ProgramsGoals and Parameters
Implementing the Program
Rewards and Celebration
Chapter 4 Foundations of Effective Employee Performance
Service Awards
Sales and Productivity Awards
Customer Satisfaction Awards
Safety Awards
Evaluating the Program
Examples of Incentive Programs
Longevity Awards
Chapter 4 Foundations of Effective EmployeePerformance - Summary
1. Describe special concerns when an entry-level employee is promoted to a supervisory position.
• New supervisors often face challenges, such as confusion between working and leading, knowing when to assist with tasks, and interacting in the new relationship.
• Supervisors must develop trust and respect with team members.
• This involves being an effective communicator and being consistently honest and fair.
• Experience helps supervisors better meet their responsibilities.
Chapter 4 Foundations of Effective EmployeePerformance - Summary
2. Explain basic employee motivation strategies.
• Motivation is an inner drive, but supervisors can create conditions that employees typically find motivating, including making a good first impression and maintaining a professional workforce.
• They also support a culturally diverse workplace.
• Supervisors should direct the work of their employees as they would like to be supervised.
• They prepare for success by providing a clear vision and making plans.
• They help employees succeed as they develop ongoing training opportunities and review employees’ work.
• They know that appreciation is a powerful motivator.
• Supervisors serve as role models.
• Their own behavior and attitude set the tone for the department.
Chapter 4 Foundations of Effective EmployeePerformance - Summary
2. Explain basic employee motivation strategies continued…
• They communicate a consistent message about what employees should do and how.
• Strategies to encourage a motivational environment include acknowledging employees and expressing appreciation.
• Sharing information and involving employees in problem solving are also important.
• Supervisors demonstrate an interest in employees as individuals.
• Employees who are involved in planning and decision making know they are valuable.
Chapter 4 Foundations of Effective EmployeePerformance - Summary
3. Describe procedures for building and maintaining effective teams.• Members of simple teams have similar work.
• Relay teams interact with each other, as when servers take orders and cooks produce them.
• Problem-solving teams work together to resolve problems.
• The best way to build teams is to maintain an environment in which employees can work together effectively.
• Good team leaders use several tactics including the use of interpersonal skills, allowing team members to make decisions, and creating an environment to reduce turnover and use available resources.
• Effective teams know their establishment’s mission and their role.
• They develop carefully planned goals focused on team functioning, information flow, specific assignments, and necessary resources.
Chapter 4 Foundations of Effective EmployeePerformance - Summary
3. Describe procedures for building and maintaining effective teams continued…• Teams cannot be effective if supervisors use a poor management
style, high turnover exists, or teams fail to focus on goals.
• If simple teams are not performing, more training may be required.
• When a relay team has problems, employees should be reminded that their work affects the entire team.
• If problem-solving teams are ineffective, corrective procedures are used and conflicts resolved.
Chapter 4 Foundations of Effective EmployeePerformance - Summary
4. Discuss the development and management of employee recognition and incentive programs.
• Employee recognition programs provide a way to publicly express appreciation.
• Incentive programs encourage employees to meet specific goals by offering a reward.
• Planners should determine what motivates their employees and what resources are available to reward the employees.
• They must also determine what behaviors or accomplishments should be recognized, determine the specific rewards for specific behavior and results, and communicate the recognition and incentive program information to the employees.
• Those planning recognition and incentive programs must also determine time frames and program rules and results.
Chapter 4 Foundations of Effective EmployeePerformance - Summary
4. Discuss the development and management of employee recognition and incentive programs continued…
• They must also decide how those who achieve program goals should be determined, and how the effectiveness of the program will be evaluated.
• It is also important to continuously implement other recognition and incentive programs based on the evaluation results.
• Examples of incentive programs include awards for service, sales and productivity, customer satisfaction, safety, and longevity.
Chapter 4 Foundations of Effective Employee Performance
Key Terms:Benefits Compensation other than wages or salary, which may include meals, uniforms, educational assistance, health care, vacation, and sick leave.
Career ladder A plan that explains how job advancement may occur.Compensation All of the financial and nonfinancial rewards given to employees for their work.
Continuous quality improvement (CQI) A management philosophy that emphasizes that most work processes can be improved.Cross-functional team A special type of problem-solving team, composed of members representing different departments who work together.
Diversity The concept that people are unique with individual differences and variations in race, ethnicity, gender, socioeconomic status, age, and physical abilities, among others.
Employee incentive program A program designed to encourage employees to meet specified goals by offering some kind of reward.
Chapter 4 Foundations of Effective Employee Performance
Key Terms continued:
Employee recognition program A program that provides a way for establishments to publicly express appreciation for employees, or to acknowledge and celebrate them as individuals.
Entry-level employee An employee who works in a position that requires little experience and has no supervisory duties.
Esteem needs Needs that focus on how people feel about themselves and how they think others feel about them.
Harassment Unwanted and annoying actions by one or more persons, including threats or demands.
Income statement A summary of an operation’s profitability that shows revenues generated, expenses incurred, and profits or losses realized during a specific accounting period.
Fast-track employee An employee who meets work requirements in his or her present position and participates in a professional development program that allows the employee to advance quickly in the operation.
Chapter 4 Foundations of Effective Employee Performance
Key Terms continued:
Maslow’s hierarchy of needs A theory that people have five basic needs that typically arise in a certain order; when one need is fulfilled to the extent desired by the person, he or she is motivated to fulfill the next need.
Open-ended question A question that encourages a response that exhibits a person’s knowledge or feelings.
Physiological needs The most basic physical needs, such as food, water, air, and sleep.
Role model A person who performs in a way that meets the standards expected for employees’ behavior.
Pre-shift meeting A short employee meeting held before the work shift begins to discuss plans and details and sometimes present brief training information.
Safety needs The needs for people to feel safe and secure, such as having a safe work environment.
Chapter 4 Foundations of Effective Employee Performance
Key Terms continued:
Self-actualization The drive to do the very best that one can do.
Social needs The needs of people to interact with others.
Stakeholder Someone who can impact or be affected by the actions of the work team.
Zero tolerance A policy that allows no amount or type of harassing behavior.
Work team A group of employees who cooperate on the job to attain objectives and who hold themselves accountable for their success.
Chapter 4 Foundations of Effective Employee Performance
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Chapter 4 Foundations of Effective Employee Performance
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