Midterm Flashcards
They are directly responsible for providing the value and quality of an exceptional experience because they are the interface between the guests and the company
Front of the house employees
They help create the service experience
Back of the house employees or Heart of the house
They fix the rides, cooks the meals, cleans the sheets and so forth so that the guest experience meets or exceeds expectations
Back of the house or heart of the house
They hire the employees, train, evaluate, reward, discipline, celebrate, promote, and oversee all the other tasks that must be done to ensure that there is someone at the right time and place ready to serve the guests
Management
Laws and regulations
Accounts balanced
Financial statements created
Strategies developed and implemented
Marketing and sales done
He provides numerous examples of how exceptional customer service can make the service experience extraordinary
Scott Gross
While many people are involved in the delivery of any service experience, it is the _ or _, with whom guest interacts, that has the most direct influence
Frontline or customer-contact employee
And as _ must have the right abilities and motivation to interact appropriately and engagingly with the guests, so employees in _ must have the right abilities and motivation to do their jobs if an excellent service experience is going to result
Guest contact employees
Non-contact positions
It is such a labor-intensive industry that there must also be managers to supervise, coach, and coordinate the many employees during the different jobs
Hospitality
Important roles of checking employees’ work to creating work schedules, supplying necessary equipment and supplies, providing training, and conducting performance evaluations
Supervisors and managers
They are faced with very different issues than managers in product producing firms
Managers in service firms
They have to rely on subjective assessments such as customer satisfaction and loyalty, to determine the effectiveness of their decisions and their employees’ behaviors
Managers in service firms
The simultaneous production and consumption of services makes the hospitality managerial role complex and difficult to spell out
Hospitality managers
They are held accountable for success on qualitative measures, and often perform a customer service role as well.
Hospitality managers
While employees in different positions will obviously play different roles and have different levels of customer contact , ultimately the hospitality industry comes down to providing service. When one comes across employees who deliver exceptional customer service experiences, they really stand out
Service naturals by Scott Gross
They instinctively give great service when providing the opportunity
Scott Gross’ service naturals
These are the employees who can change a regular interaction into something special that the guests will both appreciate and remember
Scott Gross’ service naturals
They represent only one in ten of the available workforce
Service Naturals
Two major challenges for hospitality managers
Develop a process
Developing an effective process
Many hospitality companies say they hire _. Others claim to follow the mantra _
Best and the brightest
Select the best and train the rest
They are often known for long hours, difficult conditions, and low pay
Entry level jobs
Open 24 hours a day, including on holidays and weekends. It is an industry known for its high turnover, and finding qualified applicants can be a challenge
Business of hospitality
For all rhetoric about hiring the best and the brightest, it is not uncommon to hear managers say _. The _ know that this is a recipe for service disaster. They know that the _ process must be carefully planned and executed
If the candidate has a pulse, he’s hired!
Exemplar or benchmark
Recruitment and selection
They are those that have gained a competitive edge by developing recruitment, training, placement, and reward and recognition programs that motivate all employees to provide outstanding service for customers.
It al begins with _
Best performing companies
Recruitment and selection
Selection process
Figure out exactly you're looking for Recruit a pool of candidates Select the best in the pool Bring the best candidates on board Make the new hires feel welcome Manage potential future turnover
Selecting the best person for the job should begin by first looking not at the applicants but at the _. First, you should engage in _
Job
Human Resource Planning
It is the process of analyzing an organization’s current human resource capabilities and the organization’s human resource needs that are required to meet organizational objectives
Human Resource Planning
Based on your organizational strategy, you must determine the KSA
Knowledge
Skills
Attitudes (abilities formerly)
It is not only directed at today’s employee needs but also should be done with a longer-run perspective
HR planning
It may reveal that you have too many employees (and so layoffs may be necessary),
HR planning
You must take time to carefully analyze exactly what sort of job you are going to fill. It allows the organization to identify the exact job specifications and required competencies for each job classification and type
Job analysis
It ensures that the tests are both valid and reliable to provide an effective and legally defensible means for putting the right candidates in the right jobs
Carefully developed measurement process
To develp accurate selection measures has the added benefit of identifying training needs and building reward structures that are directly connected to KSA
Careful job analysis
It is the most widely used strategy for selection in industrial organizations, using it in the hospitality organization is more difficult because of service intangibility and variability in guest experience
KSA approach
Many hospitality organizations find _ so important that they use this staffing principle:_
Employee attitudes
Hire for sttitude; train for skill
From the guest’s perspective, another way of expressing this idea:
Guests don’t care how much you know until they know how much you care
Other Key Characteristics for Service Personnel
Enthusiasm (enthusiastic approach to life)
Demonstrate an authentic sense of concern for their guests (emotional labor and emotional relationship
Passion for service
who interact with the guest
Front of the house employees
True emotions in two ways:
Surface acting
Deep acting
They modify their facial expressions
Surface acting
Modify their inner feelings
Deep acting
It is the belief that you cannot manage someone without doing something you’ve never done
Managerial or supervisory level
They already know the company’s beliefs and values and have proven to themselves to be comfortable in their culture
Internal candidates
It also has the great advantage of reducing costs and turnover
Internal recruitment and selection
A pool of internal candidates can be created in two ways:
Job posting
Review of personnel records
Employee careers are planned over a long period, including the progression through a number of key positions or key locations
Succession plans
They are the first screen an employer should use in deciding whom to hire
Application form
When interviews make up questions as they go along, have no predetermined way to score applicants, or rely purely on their memory
Unstructured interview
Increase the likelihood that interviewers will assess all candidates according to the same criteria
Structured interviews
They are the most effective way to assess applicant’s qualifications on critical criteria. It is based on trying to specifically evaluate some instances of past performance to help predict future performance
Behavioral interviews
Like behavioral interviews, they aim to assess performance but they involve hypothetical situations rather than actual past experiences
Situational interviews
Structured interview parts:
Structured Interviews
Work Competencies
Doing the job as designed
They have developed a variety of tests to distinguish one person from another along different dimensions
Psychologists
Personality traits (5 dimensions)
Extroversion Agreeableness Conscientiousness Emotional stability Openness to experience
The degree to which someone is talkatavive, sociable, active, aggressive and excitable
Extroversion
The degree to which someone is trusting, amiable, generous, tolerant, honest, cooperative and flexible
Agreeableness
The degree to which someone is dependable and organized, conforms to the needs of the job, and perseveres on tasks
Conscientiousness
The degree to which someone is secure, calm, independent, and autonomous
Emotional stability
The degree to which someone is intellectual, philosophical, insightful, creative, artistic, and curious
Openness to experience
GMA
General Mental Ability
It should be used as the primary basis on which to make selection decisions
GMA
It is the ability to learn and process information, it influences performance because it affects how quickly one can acquire the knowledge and skills to perform the requirements of the position
GMA
They predict the predisposition of job applicants to engage in theft, drug taking, and dishonest or otherwise disruptive work behaviors
Integrity tests
It helps employees process more information simulataneously. It is not only a predictor of success, it is a good predictor of performance and an important criterion to use in selection decisions
GMA
It is a battery of tests that are used to measure the KSAs of a group of individuals. This can be used either for the purpose of selecting individuals for higher-level positions or as a tool to help develop the participant’s careers
Assessment center
They often include interviews, psychological testing, and a variety of exercises involving administrative tasks, group exercises, cases analyses and managerial exercises
Assessment centers
While _can come in any forms, they typically measure the seven key sets of KSA
Organizing and planning Problem solving Drive Influencing others Consideration and awareness of others Stress tolerance Communications
As a best practice of human resource management
Hiring from within
He recommends that service companies, including hospitality organizations, should follow five key principles in developing an effective training strategy
Len Berry
Berry’s Five training principles
Focus on critical skills and knowledge Start strong and teach the big picture Formalize learning as a process Use multiple learning approaches Seek continuous improvement
It involves identifying the skills thats service employees simply must have
Berry’s first principle
They can tell you what employee skills are related to their own satisfaction and employees can be trained to ask the _ what it takes
Guests
To give employees a way to make sense out of their jobs and how they do them
Organization’s culture
It means teaching the employees the organization’s overall values, purposes, and culture, and how what they do helps the organization success
Teaching the big picture
This is what he did with SAS, and it paid handsome dividends for this organization
Jan Carlzon
They are usually eager to learn the organization’s core values and what the company is all about, so they can see how their jobs fit into the big picture
New employees
Refers to the process of building learning into the job, making learning mandatory for everyone, and institutionalizing that expectation
Formalized learning
