Managing Employee Performance Study Guide: Hospitality Human Resource Management and Supervision

Learning Objectives for Hospitality Human Resource Management and Supervision

• Objective $4.1$: Understand the role of a supervisory position in an operation. (pp. $76–77$).
• Objective $4.2$: Describe special concerns when an entry-level employee is promoted to a supervisory position. (pp. $77–78$).
• Objective $4.3$: Explain basic employee motivation strategies. (pp. $78–84$).
• Objective $4.4$: Describe the procedures for building and maintaining effective teams. (pp. $84–88$).
• Objective $4.5$: Discuss the development and management of employee recognition and incentive programs. (pp. $88–91$).

The Role of the Supervisor ($4.1$)

• Organizational Hierarchy: Managers direct the work of supervisors, and supervisors direct entry-level employees.
• Influence on Workforce: Supervisors influence the behavior and attitude of their employees through their own actions and leadership style.
• Knowledge Check Questions:
  • What is the ultimate goal of a good supervisor?
  • How do supervisors influence the behavior and attitude of their employees?

The Transition to Supervisor ($4.2$)

• Changing the Focus:
  • Navigating the challenge between physical "working" vs. "leading."
  • Requirement to utilize critical thinking and common sense.
  • Responsible for troubleshooting operations.
  • Tasked with motivating staff and enhancing performance.
  • Necessity of building respect with employees.
• Managing Employee Relationships:
  • Establishing a relationship of trust and respect with the team.
  • Making the right decisions for the right reasons.
  • Actively talking and listening to employees.
• Gaining Experience:
  • A continuous process of considering actions before acting and learning from mistakes.
• Knowledge Check Questions:
  • What is the basic difference between being a supervisor versus an entry-level employee?
  • What kinds of tasks does a supervisor do?
  • How can supervisors demonstrate to their employees that they are a team player?

Employee Motivation Basics ($4.3$)

• Maslow’s Hierarchy of Needs:
  1. Physiological needs (e.g., basic survival).
  2. Safety needs (e.g., security).
  3. Social needs (e.g., belonging).
  4. Esteem needs (e.g., recognition).
  5. Self-actualization (e.g., reaching full potential).
• The Importance of First Impressions:
  • Compensation: Ensuring fair pay for work.
  • Benefits: Providing auxiliary perks and programs.
  • Shared Vision: Communicating the operation's goals and vision.
  • Sense of Belonging: Making the employee feel part of the organization.
  • Career Advancement: Creating a career ladder and explaining the long-term benefits of staying with the company.
  • Company Culture: Establishing the values and environment of the workplace.
• Maintaining a Professional Workforce:
  • Ensuring an environment free from harassment with a zero-tolerance policy.
  • Promoting and managing diversity.
• Effective Supervision Techniques:
  • Building a great team and offering public/private praise.
  • Rewarding employee performance.
  • Developing "fast-track" employees by inviting them to attend meetings.
  • Actively making the workplace fun.
• Planning for Success:
  • Creating a clear vision for the team.
  • Fostering positive employee relations.
  • Helping employees become successful through ongoing training.
  • Regularly reviewing employee work and goals.
• Role Modeling:
  • The supervisor’s behavior sets the tone for the entire operation.
  • The supervisor’s attitude serves as a primary model for staff behavior.
• Communication Consistency:
  • Clear and frequent communication is required.
  • Utilize pre-shift meetings, group meetings, and bulletin boards to disseminate information.
• Employee Involvement:
  • Ask questions and listen to employee perspectives to express interest.
  • Involve employees in planning, problem-solving, and decision-making.
  • Provide opportunities for responsibility, contribution, creativity, and career growth.
  • Continuous Quality Improvement (CQI): Use employee feedback to:
    • Save money and set team goals.
    • Improve practices in food safety and food storage.
    • Enhance marketing efforts and increase revenue.
• Knowledge Check Questions:
  • Define compensation.
  • How can expressing interest in your employees increase motivation?

Team Building ($4.4$)

• Types of Work Teams:
  • Simple teams.
  • Relay teams.
  • Problem-solving teams.
  • Cross-functional teams.
• Building Effective Teams:
  • Utilize good interpersonal skills.
  • Empower team members to make decisions.
  • Encourage active participation in decision-making and problem-solving.
  • Facilitate an environment that maximizes morale and minimizes unnecessary turnover.
• Developing Team Goals:
  • Team Building Stage: Getting to know each member, learning to work together, setting ground rules, and establishing the decision-making process.
  • Information Stage: Learning to use various tools to support tasks, receiving progress updates from members, and communicating with stakeholders.
  • Accomplishment Stage: Ensuring the team understands the "what" and the "why" of every activity.
• Team-Building Issues:
  • Poor management styles.
  • High employee turnover.
  • Failure to maintain team priorities.
  • Misunderstanding the mission or goals.
  • Making decisions without team input or seeing few actual accomplishments.
  • Low trust, blaming others, and a lack of diversity.
• Knowledge Check Questions:
  • What are the four types of work teams?
  • What are the three types of team goals?

Employee Recognition and Incentive Programs ($4.5$)

• Purpose: These programs serve as specific ways to motivate employees.
• Planning Successful Programs:
  • Establish clear goals and parameters.
  • Properly implement the program.
  • Incorporate rewards and celebrations.
• Evaluating the Program:
  • Ascertain if the program actually motivated employees.
  • Determine if the employees liked the program.
  • Assess if the program achieved its stated goals.
  • Evaluate if the benefits were worth the effort and expense.
  • Identify areas for improvement.
• Examples of Incentive Programs:
  • Service awards.
  • Sales and productivity awards.
  • Customer satisfaction awards.
  • Safety awards.
  • Longevity awards.
• Knowledge Check Questions:
  • Which type of recognition program provides a way for establishments to publicly express appreciation for employees?
  • List the types of recognition and incentive programs typically used to reward employees in the workplace.