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Staffing , Training and Motivating

Staffing , Training and Motivating. To Meet the Guests’ Expectations. Staffing: Internal vs. External Candidates. Internal Candidates -- pros Known quality Internal equity Experience The learning curve is reduced Knowledge of Culture. Staffing: Internal vs. External Candidates.

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Staffing , Training and Motivating

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  1. Staffing, Training and Motivating To Meet the Guests’ Expectations

  2. Staffing:Internal vs. External Candidates • Internal Candidates -- pros • Known quality • Internal equity • Experience • The learning curve is reduced • Knowledge of Culture

  3. Staffing:Internal vs. External Candidates • External – pros • An unavailable talent • Different viewpoint is needed • An up-grade to a poor culture

  4. Assistance of Technology • Today: Technology is used for: • Applications • Interviews • Training • Assessments • Q: how can this help?

  5. Staffing: The Right People • Positively Outrageous Service – Scott Gross • The Workforce • 10% love to serve • 5% want to be left alone • 85% are indifferent • The Challenge • Find the 10% • Train the 85% to serve like the 10%

  6. Staffing: Different Interviews • On-the-Job • Work for a shift • Walking tour of the property • Skills test • Train someone • In the office • Questions regarding • Skills • Knowledge • Abilities

  7. Staffing: The Right People • Study the Job • Knowledge • Skills • Abilities • Study the Best – Benchmarking your own • Personal traits, tendencies, talents and personality characteristics • Develop Talent Profiles

  8. Staffing: The Right People • Winning the Service Game By Schneider and Bowen • “Companies striving for service excellence need to seek out and hire people who have the motivation and interpersonal competence demanded by the market, who have or can learn the skills needed to be competent at the technical aspects of the job, and who can effectively cope with the emotional strains associated with personal-contact services.”

  9. Staffing: The Right People • “Finding the 10%” • Talent Profiles – Recent Research • Extroversion • Agreeableness • Conscientiousness • Emotional Stability • Openness to Experience

  10. Staffing: The Right People • Working with Emotional Intelligence – Goleman • IQ vs. EI • The case for “Soft Skills” • Technical ability predicts competence • Personal qualities predict excellence

  11. Staffing: The Right People • Emotional Intelligence • Determines potential for learning the practical skills that are based on its five elements • Self-awareness • Motivation • Self-regulation • Empathy • Adeptness in relationships

  12. Staffing: The Right People • Key Skill – Empathy • General • Sensing what others feel without their saying so • Service-specific • Being able to see a service encounter from the perspective of the guest

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