Hospitality Human Resource Management and Supervision Flashcards

Importance of Operating Standards

• Definition of Standards: Standards show how to do tasks correctly and at a good level of quality and safety.

• Standard Operating Procedures (SOPs): SOPs tell workers what they need to know and do for each task. They should be checked and updated regularly.

• Enforcing SOPs: If performance isn’t good, managers should:
  

  1. Check the SOP used for training.

  2. Find out what's wrong.

  3. Figure out why it happened.

  4. Fix the problem.

  5. Watch to ensure the problem is fixed.

  6. If needed, take further action.

Employee Scheduling and Labor Costs

• Labor Costs: This is the money spent on employee wages and benefits.

• Scheduling: This is planning when employees will work based on customer needs.

• Crew Schedule: A chart showing when employees should work.

• Wages: The money workers earn based on how many hours they work.

• Steps to Evaluate Work Schedules:
  

  1. Know how much money you can spend on labor.

  2. Make a master schedule.

  3. Set sales and service goals.

  4. Assign tasks to workers.

  5. Create a crew schedule.

  6. Share and adjust the crew schedule.

  7. Watch employees during work.

  8. Check labor information after shifts.

  9. Track weekly labor costs and adjust as needed.

Determining Budgeted Labor Cost

• Budgeting Goals: Know how much money can be spent on labor.

• Categorization: Include benefits and salaries separate from hourly wages.

• Calculations:
  

  • Calculate average daily wage using labor costs and work days.

• Practice Calculation: For a budget of $39,540$ for labor in April (30 days) and an average wage of $12$ per hour:
  

  • Average cost per day is $1,318$.

  • Average hours per day is about 110.

Master and Crew Scheduling

• Pro Forma Budget: Estimate of revenues and expenses before opening.

• Master Schedule: Plan labor for different jobs without specific names.

• Sales Forecasts: Based on events, seasons, and trends.

• Customer Service Needs: Use past data and experience to predict customer counts.

• Cross-Training: Train employees in different tasks to help out when needed.

• Floaters: Employees who can work in multiple roles.

Distributing and Monitoring the Schedule

• Schedule Requirements: Include dates, names, work days, and times clearly.

• Contingency Plans: Prepare for unexpected events like no-shows.

• Line-Up Meetings: Quick meetings to update staff on goals and specials.

• Variance: Check differences between budgeted and actual costs.