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General Education General Education OfficeOffice

IHM.316 / ILA2401IHM.316 / ILA2401English for the English for the Hotel BusinessHotel Business

Chapter 3: Staffing Chapter 3: Staffing and Organizationand Organization

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"I am a great believer in luck. The harder I work, the more I have of it.“ Thomas Jefferson, former President of the United States of America

“You're only as good as the people you hire.”Ray Kroc, American pioneer of the fast-food industry, Founder of McDonald's.

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ObjectivesObjectivesThe objectives of this unit are….

1. Language Focus: Staff Roles and Responsibilities

2. Vocabulary Focus: Hotel Staffing and Organization

The purpose of this unit is to ensure your familiarity with the titles and responsibilities of hotel staff, and the departments within a hotel.

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ObjectivesObjectivesToday you will:

• Identify staff positions, responsibilities and organization in hotels

• Use must, have to and should to describe obligation and responsibility

• Discover Adjectives/Nouns for key characteristics of Hotel Service staff

• Familiarize with the qualities of a Concierge

• Discuss the importance of effective communication

• Describe the relevance of Pareto’s Principle in Business

• Review terms related to employment

• Make informed decisions about suitability of personnel for job positions

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Staffing Roles and Staffing Roles and ResponsibilitiesResponsibilities

Who does what?

for whom?

how?

Role

Responsibilities

Characteristics

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Organization Chart – Organization Chart – Large HotelLarge Hotel

In groups of 3;•Review the Organization Chart provided. •Identify the ROLEs and RESPONSIBILITIES•Discuss/Decide the POSITION of the ROLE within the organization•Present your findings

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Reverse Organization Reverse Organization ChartChart

GMGM

ManagersManagers

AssociatesAssociates

GuestsGuests

“Service Leadership”

“Supportive”

“Nurturing”

“Working for…..”

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Obligation (and Obligation (and responsibility)responsibility)

We use must, have to and should to talk about obligation:

• The General Manager ….. must make sure the hotel makes profit.• I have to supervise Front of House operations.• He should ensure that the food is excellent quality .

We use don’t have to to show that something is not necessary:

•He doesn’t have to check with me all the time.

We use mustn’t and shouldn’t to indicate obligation not to do something:

•We mustn’t forget that the guest is most important.•It shouldn’t take more than 30 minutes to clean the room.

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Obligation (and Obligation (and responsibility)responsibility)

The housekeeper is explaining to a new chambermaid what her duties are. Select the most appropriate structure in the sentences below.

a)You (mustn’t/don’t have to) smoke in the bedrooms.

b)You (don’t have to / shouldn’t) work at night.

c)You (should/don’t have to) have a twenty minute break every two hours.

d)You (don’t have to/must) make sure you are ready to start work at 8.15am.

e)You (have to/shouldn’t) be finished by about 2pm most days.

f)You (shouldn’t/don’t have to) make it clear you want a tip.

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Obligation (and Obligation (and responsibility)responsibility)Decode the anagram adjectives to find words used to describe

personality and write them in the table on your sheet. (Ex 2)

a)ricesen

b)cultunap

c)blareeli

d)utocusero

e)carticlap

f)lebelfix

g)suiteachtins

h)usitomabi

i)nicefitfe

j)nitfecnod

S

P

R

C

P

F

E

A

E

C

sincere

punctual

reliable

courteous

practical

flexible

enthusiastic

ambitious

efficient

confident

sincerity

punctuality

reliability

courteousy

practicality

flexibility

enthusiasm

ambitiousness

efficiency

confidence

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Staffing RequirementsStaffing RequirementsSmall hotels have quite different staffing requirements from large ones.

Read the article about George and Sylvie Bonnet and answer the questions in part 3

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The Concierge’s JobThe Concierge’s JobListen to Christopher Lloyd, the Personnel Director of a large hotel, describing the job of a concierge.

1As you listen, tick the items below if you hear Christopher Lloyd talk about them.

personality required working hours duties uniform

2 Listen again and take more detailed notes about the items you ticked.

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Concierge service Concierge service phrasesphrases3 Without listening again, match the halves of the phrases below:

1 provide for a a guest’s request2 contact b a courteous manner3 make c guests’ needs4 display d supply of stamps5 maintain e external companies6 keep f guest satisfaction7 fulfil g bookings for tours, etc.8 maximise h a log-book

Others:Meeting guests in the reception areaHelping guests with their baggageShowing guests to their roomsHandling customer queriesTaking and delivering messages for the guestsMaking travel and restaurant reservations for guests

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CommunicationCommunicationWhat the Dishwasher knows………. The Art and Science of Hospitality Management Vallen & Abbey, Managing HR, P158

http://en.wikipedia.org/wiki/Busboy

Dishwasher

Steward

Busboys Server

Food & Beverage

General Manager

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CommunicationCommunicationWhat the dishwasher knows…

For three dollars an hour should I look at every fork when they come out? If I did, the steward would tell me to quit wasting time.

Sure, I know the silver isn’t soaked long enough and the scrapers overload the garbage disposal. But they have to hurry or the dishes won’t be out soon enough to go up fast enough.

And the dishes aren’t separated and stacked right when they come down, so it takes me longer to get them into the machine. I tell the busboys, but they say they’re in too big a hurry to have time to fool with arranging dishes for the dishwashers.

It doesn’t make much difference. The dirty stuff will just be sent back for us to do over again.

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CommunicationCommunicationWhat the dishwasher told the steward… The washer doesn’t spray hard enough and the soap isn’t strong enough to clean the dishes unless I put them through twice. Then I am slowed down too much. 

What the steward told the food and beverage manager: These guys just don’t care. Unless I watch them every minute they just let the stuff slide by. The best thing to do would be to appoint a head dishwasher so he/she could watch the rest, if I could find one I could trust. But for now I’ll just have to check them myself.

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CommunicationCommunicationWhat the Server knows…

I noticed the dishes were streaked and the silver still had food stuck on it, but there’s no use bothering the steward. I just set the bad stuff aside and got others from the pantry myself. Those dishwashers just put in their hours. They don’t care about the customers. What the Food and Beverage Manager reported…

The steward will check the dishes and silver after they have been washed. He’ll push the dishwashers to work faster and more carefully. We haven’t enough workers.

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CommunicationCommunicationWhat the General Manager concluded….

You can’t get good help in the pantry and scullery. Those people just don’t care! They have no idea of the effect of their work on the customers’ attitudes and opinions!!!

Who uncovered a problem?

Who covered a problem?

Who reported a problem?

“80% of the staff knew about a quality control problem, but only 20% of them passed the information along”

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Pareto PrinciplePareto PrinciplePareto Principle

also known as the “80–20 rule” or the “law of the vital few”

states that, for many events:

roughly 80% of the effects come from 20% of the causes

named it after Italian economist Vilfredo Pareto, who observed in 1906 that

80% of the land in Italy was owned by 20% of the population

he developed the principle by observing that

20% of the pea pods in his garden contained 80% of the peas

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Pareto PrinciplePareto Principle

• 80% of the work is usually done by 20% of the people.

• 80% of the crashes are caused by 20% of the bugs

• 80% of your profits come from 20% of your customers

• 80% of your complaints come from 20% of your customers

• 80% of your profits come from 20% of the time you spend

• 80% of your sales come from 20% of your products

• 80% of your sales are made by 20% of your sales staff

In business:

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Generic Employment Generic Employment TermsTerms

Appraisal

Orientation

Staff TurnoverStaff TurnoverDisciplinary

Tribunal

MotivationMotivation

Empowerment

Empathy

Leadership

ProbationProbationMentoring

ManagementTerms & Conditions

Job Description

Person Specification

InterviewInterview

Supervision

Application

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Interview ActivityInterview ActivityWork in Pairs

You are Senior Managers at a large, busy hotel in the heart of Toronto.

One of you is the Front of House Manager

One of you is the General Manager

• Read the Job Advertisement (on P38) and the qualities from your Concierge notes

• Read the 3 Interview Notes (on P39)

• Decide who is going to get the position of Concierge (10 Minutes)

• Join another pair, Discuss your decision and CONFIRM

• Indicate on the white board whom you will APPOINT

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SummarySummaryToday we have:

• Identified staff positions, responsibilities and organization in hotels

• Used must, have to and should to describe obligation and responsibility

• Discovered Adjectives/Nouns for key characteristics of Hotel Service staff

• Familiarized with the qualities of a Concierge

• Discussed the importance of effective communication

• Described the relevance of Pareto’s Principle in Business

• Reviewed terms related to employment

• Made informed decisions about suitability of personnel for job positions