Le Bon Sejour Hotel Front Desk Clerk

1. Group Four MGT 315 Jon Miles Le Bon Sejour HotelFront Desk Clerk

2. Front Desk Receptionist • The front desk receptionist is the first point of introduction • The front desk receptionist position falls under the category of administration. Most front desk receptionists report to HR directly, an administrative coordinator or office manager • As the front desk receptionist rarely has direct reports, the position requires the ability to excel in time management as well as customer excellence

3. Planning and Recruitment • Shortage/Surplus • Depends on how you hire • Peak/slow seasons • Actions • Temporary workers • Cross-training • Improved Technology

4. Planning and Recruitment • Recruiting • Referrals • Temp agencies • Colleges • Online • Vacancy Characteristics • Competitive Pay (shifts) • Responsibility/autonomy • Benefits • Negative aspects of Job • Job Preview

5. Selection: Four Tasks • Greet, register, and assign rooms to guests of the hotel • Make and confirm reservations • Keep records of room availability and guests’ accounts, manually or using computers • Compute bills, collect payments, and make change for guests

6. Selection: Main Tasks • Greet, register, and assign rooms to guests of the hotel • Sets the tone for the rest of the guests’ stay • Compute bills, collect payments, and make change for guests • Allows guests to pay for their trip

7. Important Task 1: Greeting Customers • K – Must know procedures involved in checking-in a guest • S – Must be skilled in the use of several different computer systems • A – Must be able to multi-task effectively • O – Must be sociable, cooperative, dependable

8. Important Task 2: Dealing with Financials • K – Must know how to run computer systems • S – Must possess excellent mathematical skills • A – Must be able to calmly deal with guests during bill disputes • O – Must be ethical, tolerant, stable

9. Selection: Measuring KSAOs • Situational Interview • Detailed questions will be asked about specific situations that will arise on the job • Interviewers will have a rating scale to grade each individual question on • The interviewers will be highly trained so that there is the most consistency between interviews possible

10. Selection: Validation • Predictive Validation • Don’t use rating scale in interviews to hire at first • Measure performance after 3 months on the job and compare with rating scale scores • Content Validation • Have experienced Hotel Managers look over our interview questions

11. Performance Management: Behavioral Approach • BARS • Quantified ratings by anchoring a quantified scale with specific narrative examples of good, moderate, and poor performance

12. Performance Management: Benefits/Drawbacks BENEFITS • It is intended to facilitate more accurate ratings of the target person's behavior or performance • The specificity of using BARS is ranked high. The tasks at hand are specifically displayed. • Compared to the Graphic Rating Scale, BARS is ranked higher as far as Validity and Reliability as long as behavioral anchors are being used. • It helps to reduce noise DRAWBACKS • BARS may still suffer from unreliability, leniency bias and lack of discriminate validity between performance dimensions if goals are not specified.

13. Job Design: Motivational Theory • Job Characteristics Theory • Job Enrichment • Variety • Identity • Feedback • Significance • 2. Two Factor Theory -Give employees more responsibility -Achievement: after so may positive comments from customers the front desk clerk is rewarded. -Opportunities for growth: classes to train for other positions or promotions

14. Job Design: Types of Teams • Homogenous/Heterogeneous • Homogenous • Quick Decisions/Thinking • Process Gains • Group Norms • Group Cohesiveness • Team Development • Process Losses • Group Think • Social Loafing

15. Job Design: Recommendation • Move to Teams • Small in Size • Ensure Accuracy • Improve Efficiency