Characteristics of Model Employees & Hiring in Catering: Recruitment & Management - Prof. , Study notes of Hospitality and Tourism

Download Characteristics of Model Employees & Hiring in Catering: Recruitment & Management - Prof. and more Study notes Hospitality and Tourism in PDF only on Docsity! 9/26/2011 1 Chapter 9: Catering  Staffing Ms. Michelle Paradiso, MS Top 12 Characteristics of Model  Employee Punctual Even‐Tempered Clean Flexible Proactive Communicative Trustworthy Ambitious Organized Compassionate Innovative Creative Employee Recruitment • Staffing is on‐going because requirements  fluctuate widely. – Most staff  consists of variable‐cost employees who  work for one or more caterer.  • May be busy when you need them • Critical core of full‐time employees will remain. – Career focused or satisfied with current position. • Must be willing to constantly cultivate employees  – especially hourly ones! 9/26/2011 2 Employee Recruitment • Must see to it that they possess appropriate  credentials. • Few jobs require college degrees or similar  training. • Clerical staff needs to be knowledgeable about  basic computer software & catering software. • All staff coming in contact with food should be  certified in Food Safety! • If alcohol is involved – minimum age  requirements to hire. Job Specification • For management – must have technical work  experience and people skills. • For hourly – must have experience – if none does  the employee have the qualities I’m looking for? • Lack of technical skills will burden staff because  of extra training. • Hire for personality – train for skill! – At the very least – hire someone with customer  contact experience. Job Description • Maintain up‐to‐date descriptions so  employees know exactly what is expected of  them. • Should paint an accurate picture of job duties. • Excessive turnover is the result of  misinterpretation of job requirements. – Recruiters can make this problem worse. 9/26/2011 5 How to get the best from your staff • Provide monetary incentives, commissions, or  bonuses for extra effort and seniority. • Offer health insurance benefits • Create flexibility in scheduling • Increase salaries periodically • Lead by example – get in the trenches w/ staff! • Implement strict anti‐harassment policy. • Feed employees well. • Treat all employees with respect Compensation • Typically include a combination of: – Salaries – Wages – Gratuities – Commissions – Bonuses – Tips – Required employee benefits • Payroll taxes – Discretionary employee benefits • Health, 401K, life insurance, etc. Compensation • Management usually receive set salary  unrelated to amount of time worked. • Non‐management are hourly. • Unionized properties – Generous overtime pay policies that exceed  federal/state labor regulations. – Generous holiday pay policies. 9/26/2011 6 Guest Arrival/Departure • ALL staff need to know how event will unfold & what is  expected of them – manifests need to go to hotel! • Bell captain/guest services (front desk) – Arrival times – Staff the desk & valet heavy for large events • Rooms Manager – Arrival time – VIP’s – Handicap – Late/early check‐ins • Housekeeping – Arrival times – Staff to turn rooms quickly – Special requests that need to be arranged prior to arrival.