The Human Resources Department

1. Chapter 6 The Human Resources Department Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

2. Importance of the Human Resources Department Human Resources Department: the functional area in a hotel with the responsibility to assist managers in other departments with human resources concerns including recruitment, selection, orientation, training, compensation, legal, safety and health, and a wide range of other specialized tasks. Staff (hotel department): a department in a hotel employing technical specialists who provide advice to managers and others with operating responsibilities. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

3. Background HR: short for “Human Resources.” Line Department: hotel divisions that are in the “chain of command” and are directly responsible for revenues (such as front office and food and beverage) or for property operations (such as housekeeping and maintenance and engineering). Line Managers: managers who work in the line (“chain of command”) departments within a hotel. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

4. Human Resource Priorities Examples of HR functions/activities: • Recruit, select, motivate, and retain staff members • Orientation and supervisory training programs • Develop and communicate human resources policies • Interpret, implement, and enforce the body of laws and regulations • Maintain appropriate standards of work life quality and ethical business policies and practices Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

5. Human Resource Priorities Executive Committee: the group of top-level decision makers within the hotel including the manager(s) with property-wide management responsibilities and department heads (managers) responsible for specific functions within the property. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

6. Human Resources Functions • Recruitment • Selection • Orientation • Training Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

7. Human Resources Functions Recruitment: activities designed to attract qualified applicants for the hotel’s vacant management and non-management positions. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

8. Recruitment Unemployment Rate: the number (usually expressed as a percentage of the total workforce) of employable persons who are out of work and looking for jobs. Stereotype: a common perception (true or untrue) about something. For example, a specific hotel may be perceived within the community as being an employer that is “kind” or “unkind” to its employees. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

9. Recruitment Job Description: a list of tasks that an employee working in a specific position must be able to effectively perform. Internal Recruiting: tactics to identify and attract staff members who are currently employed at the hotel for vacancies which represent promotions or transfers to other positions. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

10. Recruitment External Recruiting: tactics designed to attract persons who are not current hotel employees for positions at a property. Tactics include: Internet job posting sites Newspaper/media advertisements Student job fairs Employment/executive search firms Recruiting at community schools/colleges “Help wanted” signs www.hcareers.com Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

11. Human Resources Functions Selection: the process of evaluating job applicants to determine those most qualified for and likely to be successful in vacant positions. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

12. Selection “Warm Body Syndrome”: an often-used but ineffective selection tactic which involves hiring (almost) anyone who applies for a vacant position without regard to their qualifications for the job. Job Specification: a list of personal qualities judged necessary for successful job performance. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

13. Selection Eligibility information can be gathered by way of several selection tactics: • Application form • Employment interview • Employment tests • Reference checks and recommendations • Physical exams and drug testing Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

14. Human Resources Functions Orientation: the process of providing basic information about the hotel, which must be known by all of its employees. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

15. Orientation Goals of orientation include: • To reduce anxiety • To improve morale and to reduce turnover • To provide consistency • To develop realistic expectations Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

16. Orientation General topics to be covered: • Hotel overview, including mission statement, emphasis on guest service and teamwork • Review of important policies and procedures • Detailed discussions of compensation and benefits • Safety/accident prevention concerns • Employee/union relations • Physical facility including tour • Other topics of priority Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

17. Orientation Induction: the process of informing new employees about matters related to the department in which they will work. It is a process that follows the orientation process. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

18. Orientation Employee Handbook: written policies and procedures related to employment at the hotel. “Back-door Marketing”: the tactic of, to the extent possible, treating employees just as guests would be treated by the hospitality operation. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

19. Human Resources Functions Training New and experienced workers alike need training, including: • Initial training • Professional development • Training to keep up with new and revised procedures/technology www.ei-ahla.org Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

20. Compensation All financial and non-financial rewards given to management and non-management employees in return for the work they do for the hotel. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

21. Compensation Salaries: pay calculated at a weekly, monthly, or annual rate rather than at an hourly rate. Wages: pay calculated on an hourly basis. Fringe Benefits: indirect financial compensation including employer-provided rewards and services other than wages and salaries. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

22. Compensation Must be equitable as well as being: • Legal • Fair • Balanced • Cost-effective • Reasonable (employees’ view) Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

23. Compensation 3 factors in determining fair compensation: • What other employers trying to attract the same applicants pay • What employees working in different jobs within the hotel are paid • What other employees working in the same position in the hotel are paid Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

24. Compensation Fringe Benefits can include: • Paid leave benefits • Unpaid leave benefits • Life insurance benefits • Medical care benefits • Dental care • Other insurance benefits • Retirement benefits Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

25. Compensation Responsibilities of managing a benefits program: • Determine objectives for the benefits program • Facilitate discussions with employees about desired benefits • Communicate benefits • Monitor costs Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

26. Legal Aspects of Human Resources • Employee Selection • Employer-Employee Relationships • Other Workplace Laws Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

27. Employee Selection Bona fide Occupational Qualifications (BOQs): qualifications to perform a job which are judged reasonably necessary to safely or adequately perform all tasks required by the job. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

28. Employee Selection Laws impact the tools used to screen applications: • Applications • Interviews • Testing • Background checks • References Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

29. Employee Selection Interstate Commerce: commercial trading or transportation of people or property that occurs between/among states. • The Americans with Disabilities Act (ADA) • The Age Discrimination in Employment Act (ADEA) • The Immigration Reform and Control Act (IRCA) • The Fair Labor Standards Act http://www.dol.gov/elaws/flsa.htm Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

30. Employer-Employee Relationships At-Will Employment: the employment relationship that exists when employers can hire any employee they choose and dismiss an employee with or without cause at any time. Employees can also elect to work for the employer or to terminate the relationship any time they desire to do so. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

31. Employer-Employee Relationships Employment Agreement: a document specifying the terms of the relationship between the employer and employee, which indicates rights/obligations of both parties. Offer Letter: a document which specifies what the employer is going to provide the employee if the job is accepted. Examples include position, compensation and benefits, start date, and employment location. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

32. Other Workplace Laws Sexual Harassment Family and Medical Leave Act Compensation Taxes and Tax Credits Employee Performance Unemployment Issues Employment Records Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

33. Sexual Harassment Zero Tolerance: the total absence of workplace behavior that is objectionable from the perspectives of discrimination or harassment. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

34. Family and Medical Leave Act Hotels that employ 50 or more staff members are required to provide up to 12 weeks of leave (unpaid) to an employee if the time is needed for the birth, adoption, or foster care of a child. Also applies to serious illness of an employee or immediate family. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

35. Compensation Minimum Wage: the lowest amount of compensation that an employer may pay to an employee covered by the FLSA or applicable state law. Overtime: the number of hours of work after which an employee must receive a premium pay (generally one and one-half times the base hourly rate). Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

36. Taxes and Tax Credits Federal Insurance Contribution Act (FICA) Social Security: retirement benefits paid to primary workers, survivor’s benefits and benefits for the retiree’s spouse and children, and disability payments based upon contributions paid by the retiree and his/her employer(s). Medicare: hospital and medical insurance received by persons over 65 years of age who are eligible for Social Security benefits. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

37. Taxes and Tax Credits Income Tax Federal Unemployment Tax Act (FUTA) Work Opportunity Tax Credit (WOTC) www.dlir.state.hi.us Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

38. Employee Performance Employee Evaluation Discipline Progressive Discipline System: a process of negative discipline in which repeated infractions result in increasingly more severe penalties. Termination Unacceptable reasons to terminate: • For excused work absences • Because of attempts to unionize staff members • For being a member of a protected class of workers Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

39. Unemployment Issues Unemployment Insurance: funds provided by employers to provide temporary financial benefits to employees who have lost their jobs. Unemployment Claim: a claim made by an unemployed worker to the appropriate state agency asserting that he/she is eligible for unemployment benefits. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

40. Employment Records Employee records required to be maintained: • Department of Labor records • Records applicable to the Family and Medical Leave Act • Employee Eligibility Verification Forms • Certain records pertaining to personnel matters and benefit plans www.hospitalitylawyer.com Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

41. Employee Safety and Health Safety Hazards: conditions in the workplace that can cause immediate harm. Examples include unsafe equipment, accidents and the improper use of chemicals. Health Hazards: aspects of the workplace that can lead to a decline in an employee’s health. Examples include stressful working conditions and exposure to toxic chemicals. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

42. Employee Safety and Health Occupational Safety and Health Administration (OSHA): an agency of the U.S. Department of Labor, which administers programs/regulations designed to provide a safe/healthful workplace for employees. www.OSHA.gov Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

43. Employee Safety and Health Issues that affect health/wellness of employees: • Programs to help employees cope with stress • Concerns about violence in the workplace • Information about HIV • Information relative to cumulative trauma disorders (carpal tunnel and other repetitive motion injuries) Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

44. Diversity and the Lodging Industry Diversity (Workforce): the range of differences in attitudes and values held by and the behaviors of employees relative to gender, race, age, ethnicity, physical ability, and other relevant characteristics. -Benefits of a diverse workplace -Strategies to promote/value diversity Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

45. Human Resource Challenges Strategies for reducing turnover rates: • Helping motivated employees become more proficient • Providing professional development opportunities • Cultural diversity • Quality improvement • Becoming an Employer of Choice Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.