hotel management

Chapter 28 Hotel Human Resource Management (2)
"Interview question record" is the main clue of the interview, which determines the effect of the interview.For the interviewer, the key is to analyze and judge the applicant's character, attitude and other aspects through the applicant's answers to the questions, and provide a basis for decision-making.Below is an example of an interview question transcript.

Interview questions for recruiting female receptionist
如果仔细仿效，本模拟能为你提供许多宝贵的有关申请者的个性特征和态度等情况。所提问题目的：权衡她的回答以作出决定1.你怎样想到来申请此工作的？到此地工作她是怎么想的。2.你认为女招待员最重要的责任是什么？她对这项工作的态度是什么？3.谁的责任更大，女招待员还是厨师？为什么？她对厨师有适当的赏识吗？4.你认为女招待员工作失败的最大的原因是什么？她认识到这项工作易犯错误吗？5.你认为一个好的女招待员最重要的条件是什么？她了解这项工作的全部责任吗？6.你的丈夫对你做女招待员这项工作是怎么想的？会有家庭困难吗？7.你认为女招待员们一般都互相公平对待吗？她能和其他人融洽相处吗？
8. Why do so many hostesses look down on their jobs?Will she look down on her work?

9. What would you do if a male customer said something insulting to you?How does she cope with difficult situations?Does she get upset easily?
10. What do you do if the foreman insists that you do something in a certain way, but you know there is a better way?What is her attitude towards managers? 11. What do you think of a waitress who changes jobs a lot?Is she "a job-hopping professional (for direct financial gain)"?

If followed carefully, this simulation can provide you with a lot of valuable information about the applicant's personality traits and attitudes. 12. Excuse me for asking a personal question, why did you decide to get a job?Her work motivation?What will she do with you for a long time?
13. Why do waitresses often cry?Is she emotionally stable? 14. Which do you think is more important, polite service or quick service?What is her attitude towards these two elements? 15. If you were asked to spend two days in the kitchen watching food being made, how would you feel?Does she want to know what products she sells? 16. If you have a regular customer who always complains about something, how do you treat her?Is she unhappy with these complaints?How does she treat them? 17. How do you treat guests who do not tip?Is she loyal to your restaurant? 18. What should you do if you suspect that the head waiter is close in allocating places and arranging seats for guests?Is she loyal to your restaurant?
Suspicious?
19. What do you do if your tip gets reduced?Is she willing to admit mistakes? 20. If the foreman scolds you in front of the guests, what should you say and do?Is she easily irritated?Or can she keep her cool in difficult situations?
Suggest:

1. After each question, you can then ask questions such as:
"Why do you think so?"

"For what purpose?"

If followed carefully, this simulation can provide you with a lot of valuable information about the applicant's personality traits and attitudes. "Is there anything else you can do?"

2. The answer itself is not important, what you are interested in is her personality and attitude.

3. Neither agree nor disagree with the answer, just ask the question, be polite but not overly enthusiastic.

4. Conduct the interview in a quiet environment.

5. This type of interview only takes 20 minutes, but it can illustrate potential problems that the employee will encounter when starting work. (5) Questions to consider after the interview;
(1) Immediately sort out the interview records;
(2) try to answer your own questions about the subjects;

(3) Conduct analysis and overall evaluation of the subjects;
(4) Check the relevant information;
(5) After comprehensive induction, evaluation and summary;

(6) Notify the interviewee of the final result.

The third (section) how to effectively train employees
Through internal promotion and transfer and external recruitment, the hotel can obtain employees who are basically suitable for hotel service work and management work.However, whether they are competent or not depends on whether these employees have the ability to serve and manage work, which must be trained by the hotel.High-quality service requires a good working attitude and well-trained service personnel; effective management requires managers with management skills.Training is important for qualified servers and managers alike.Therefore, training is an indispensable work in the process of modern hotel management, especially in terms of talent development, which plays a major role.

[-]. Three elements of training

To make the training work effective, we must also pay attention to the three elements of training time, training funds and training incentive mechanism.

1. Schedule
Take advantage of periods of leisure from work, such as off-seasons throughout the year, and weekly and daily free time.

2. Budget
Two methods can be used, one is to calculate according to the actual funds required to complete the planned training tasks, such as the expenses required for hiring teachers, renting classrooms, purchasing books and teaching equipment, etc., or drawing according to a fixed ratio.For example, the Shangri-La Store Group draws training funds based on 5% of the annual salary of employees.

3. Incentive mechanism for training

If there is no incentive for employees to participate in training, not many people will be willing to participate in training.International hotels often use the following three methods to motivate employees to participate in training.

First, it shows that there is a natural link between increased tip income and training.This is because participating in training can improve service quality, and tip income will naturally increase after improving service quality.

Second, use training performance as one of the basis for promotion.

Third, let employees realize that participating in training is an investment in human capital.The general manager of Shanghai Portman Hotel once said: "You can deprive me of everything, including clothes, but you cannot deprive me of knowledge, experience and talent." All these are human capital accumulated through education, training and practice .The return on investment of these knowledge, experience and talents in seeking high-paying positions in the future is much higher than the return on investment of other physical capital.In order to stabilize experienced managers, Shanghai Huating Sheraton Hotel has specially set up a series of hotel management textbooks compiled by the American Hotel and Motel Association. After each lesson, there will be an exam, and the exam paper will be sent to the United States. American hotels and motels will be invited. The Motor Inn Association Education Institute will make corrections, and those who pass will be issued a certificate.This has greatly encouraged the enthusiasm of managers and made them feel that while they output management labor, they also obtained the accumulation of professional knowledge such as human capital.

[-]. The training process
Systematic hotel training, whether it is vocational training or development training, starts from the goals of the hotel and the functions of the products provided by the hotel.The whole process of hotel training work can be divided into three parts with [-] steps in total.

([-]) Training requirements part

Training requirements are put forward according to the hotel's goals and product requirements, and this process requires five steps.

1. Identify training needs

Determining training needs is not only the beginning of hotel training work, but also the main basis for measuring the effect of training work, that is, whether the training meets the needs.There are four main aspects to the generation of training needs:
(1) Due to changes in the hotel's operating environment (including internal and external environments), employees lack the skills they should possess, which results in the need for training;
(2) The need for training due to the turnover of hotel employees;
(3) There is a need for training due to the gap between the current working conditions of employees and the working standards that should be achieved;
(4) The need for training due to guest complaints, employee complaints and problems found in inspections.

2. Analyze the current situation
The purpose of this step is to understand and master the skill level of employees at the current stage in order to select and determine reasonable training objectives.Training objectives should be established on an as-needed basis.If the actual situation of the hotel cannot reach the required level immediately, and the training objectives are only determined according to the needs without considering the current actual situation of the hotel, it is easy to cause confusion and disappointment at the end.

3. Identify training objectives
Training objectives must be able to express the expected results of the entire training process.The first two steps of the training objective must be specific, attainable, and as measurable as possible.

4. Establish an evaluation institution
In the organizational structure of the hotel, there should be a special functional department responsible for the training (or the personnel department should designate a special person to be responsible for the training).In addition to the training department responsible for arranging the training work, there is also a specialized agency to evaluate the training effect.The biggest feature of this difference from the functional department is that the general manager and the manager of the department to which the trainee belongs must participate.For example, the Food and Beverage Department must be attended by the Food and Beverage Manager (or someone designated by the Food and Beverage Department).

5. Establish evaluation criteria
Evaluation criteria are the embodiment of training objectives and must be formulated with training.For example, the standard for bed training is: trainees must finish it within 3 minutes, and the level score should reach 80 points or above.

([-]) The implementation part of the training organization

This part of the work is carried out in accordance with the established training objectives, and there are seven steps in total.

1. Determine the content of the training course
After determining the appropriate training objectives, how to make this objective concrete, we must choose and determine the content of the training course.This step is one of the key steps in whether the training work is effective.If the content of the training courses is not targeted and lacks practical significance, it will lead to the failure of the entire training process.The selection and determination of the content of the training courses should not only be based on the training objectives, but also try to arouse the interest of the trainees and stimulate their enthusiasm for learning.

2. Determine the training method
Determining the training method is an important link (section) to ensure that the determined training course content is input to the trainees so as to achieve the training goal, and it is also one of the key factors for the success of the training.

The way (or method) of international hotel industry training can be simply summarized in four sentences:

(1) Tell:: you - tell you how to do it;
(2) Show::you——demonstration for you;

(3) Follow::me—do it with me once;
(4) Check:: you - Check and correct you.

3. Prepare training materials
The training materials should be fully prepared and printed neatly, neatly and clearly.In the arrangement of the materials, try to consider the interest as much as possible, explain the profound things in simple terms, and make them easy to understand and remember.We should make full use of modern training tools and use audio-visual materials to increase their perceptual knowledge and stimulate their motivation to practice seriously.

4. Identify training equipment
Training equipment is based on training materials and specific training course content.For example, if audio-visual materials are used, audio-visual equipment must be available.Training service operation skills, you must have operating tools and so on.

5. Select training aids
Training auxiliary means are auxiliary methods adopted to enhance the training effect, such as multimedia training programs, extracurricular practice programs, etc.

6. Choose trainers

The trainers are the direct instructors of the training content (not the training organizers), and their level and ability will directly affect the quality of the training work.Attention should be paid to whether the trainee is full of trust and confidence in him or her, because this will directly affect the effect of training.

7. Select trainees

Training is a two-way link between teaching and learning. Whether a good training effect can be achieved depends on the correct selection of trainees. First of all, it is necessary to consider whether the trainees have the motivation to learn.Only when a person wants to learn and is willing to learn, training can produce twice the result with half the effort.Secondly, it is necessary to consider whether the trainee has the prerequisites for receiving the content of the training course, that is, whether the trainee can accept the content of the training course according to his current education level and work experience, especially those interns who are sent to the hotel to study.

([-]) Training evaluation part

Evaluation is performed on the final results of the training.Only the trainees' work behavior after training can correctly reflect the training effect.This requires three steps: supervision and guidance, analysis and revision of evaluation criteria, and evaluation of training effects.

(1) The training organizer should supervise and guide the organization and implementation of the training, focusing on the arrangement and coordination of the sequence of the course content.

(2) Analyze and revise the original evaluation criteria based on the above information feedback, so as to evaluate the training effect objectively and fairly.

(3) The last link (link) of the training cycle is to evaluate the training effect.The evaluation of the training effect includes two meanings, the evaluation of the training itself and whether the behavior of the trainees after the training reflects the effect of the training.

The whole training process completes a cycle through three parts and fifteen steps.Trainees improve in skill through a cycle.Then, the second cycle is carried out, and the cycle is continued in this way, so that the skills of the hotel staff are continuously improved and improved.

The fourth (section) way to make your employees work better
In the development of human resources in hotel enterprises, the development of human potential is the essence. The key is to establish an effective incentive mechanism to give employees pressure and motivation, thereby generating vitality, and finally developing the potential of employees to make them work better.

[-]. Types of incentives
Incentives can be classified according to different criteria.

1. Material incentives and spiritual incentives

According to the content of incentives, it can be divided into material incentives and spiritual incentives.The ultimate purpose of the two is the same, but the objects of action are different.The former acts on people's physiology and satisfies people's material needs, while the latter acts on people's psychology and satisfies people's spiritual needs.

2. Positive and negative incentives

Divided from the nature of incentives, incentives can be divided into positive incentives and negative incentives.The so-called positive incentive means that when a person's behavior is in line with social needs or organizational goals, the behavior is maintained and consolidated through recognition and rewards, thereby mobilizing enthusiasm.The so-called negative incentive means that when a person's behavior does not meet the needs of the society or the goals of the organization, the implementation of criticism and punishment will weaken or subside to suppress this behavior.

3. Intrinsic motivation and extrinsic motivation

Divided from the form of incentives, incentives have internal incentives and external incentives.The so-called internal motivation is to stimulate people's initiative through the way of inspiration and induction, so that their enthusiasm for work is based on a high degree of self-consciousness, and their inner potential can be fully utilized.The so-called external motivation is to use environmental conditions to restrict people's motivation, so as to strengthen or weaken a certain behavior, and then improve the willingness to work.Intrinsic motivation has the characteristics of self-consciousness, while extrinsic motivation shows a certain degree of compulsion.

[-]. Incentive measures
([-]) Salary incentive mechanism

Salary is the basic condition to ensure and improve the life of employees. It reflects the personal value of employees. Whether the design and management of salary is reasonable is directly related to whether it can attract talents or not, and it is directly related to the enthusiasm of employees.In order to make salary play its due role, the design and management of hotel salary must adhere to the four criteria of competitiveness, incentive, fairness and effectiveness.

1. Competitiveness

Competitiveness refers to making the hotel's salary policy attractive in society and in the labor market.The attractiveness of the hotel's salary policy comes from the salary standard, that is, the absolute value of the salary, on the one hand, and from the salary structure and distribution method on the other hand.Therefore, the hotel should pay full attention to salary design and management and market adjustment, and must reasonably determine the salary standard and distribution method of the hotel according to the supply and demand situation of the talent market and the salary level of the same industry, so as to enhance adaptability and competitiveness.

2. Motivational

(End of this chapter)