Lesson 5: Service Staffing in Tourism

and Hospitality Industry

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WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

Learning Objectives
At the end of the lesson, the students should be able to:

1. understand the process of recruiting employees and be familiar with

the approaches and techniques of interview and screening of job
candidates;

2. understand the training and development techniques used by the

tourism and hospitality organizations;

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

Learning Objectives
3. know how tourism and hospitality employees are trained to provide
outstanding guests services;

4. know why hospitality organizations value their employees through

empowerment; and

5. understand the importance of managing and equipping employees of

the right mindset as being part of the organization.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

Content
1. Staffing for Service

2. Training and Developing Employees to Serve

3. Empowerment of Employees

4. Culture of the Organization

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

Staffing for Service

“As future managers it is also important to study and understand this

exercise to facilitate efficiency and accuracy of finding the right person for
the position in your team or your department.”

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 “Managers should consider forming a team to avoid doing the
process repeatedly. The exercise would be resource consuming
and counter-productive.”

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 “Applicants should have the right attitude and character to be
considered by companies.”

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 “In the service industry, frontliners must possess traits that are
not common among all employees.”

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Internal Hiring
• Information about the Applicant. Data about applicants can be
accessed and accurate.

• Fairness of the Company. Objective strategy would be received well.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Internal Hiring
• Knowledge and Experience Within the Organization. Familiarity with
the functions, values, and culture.

• Organizational Culture and Values. Internal hires adjust better.

• Reduce Costs. Hiring employees entails costs.

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 External Hiring

• Paradigm Shift and New Perspectives. Companies hire that serve as

catalysts for change.

• Education and Experience. Hire trained and proficient employees.

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 External Hiring

• Diversity of Workforce. Diversified employees understand varied

guests and preferences.

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 Internet

Advertising

Linkages

Approaches to Hiring
Internship Program

External Employees Referrals

Company Image/Brand

Walk in Applicant

Headhunter

Talent Pool

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Approaches to Hiring External
Employees
• The Internet. Job recruitment sites for vacancies or open positions.

• Print Advertising. Ads in major dailies/magazines.

• Professional Linkages/Groups. Connections in clubs and chat

rooms.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

Approaches to Hiring External
Employees
• Internship/Work and Travel Program. On-the-job trainings abroad.

• Referrals or Peer Recommendations. Hardworking employees’

connections.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

Approaches to Hiring External
Employees
• Company’s Image or Brand. Best hospitality company attract good
applicants.

• Walk in Application. Applicants with no work experience.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Approaches to Hiring External
Employees
• Headhunters. Professional recruitment organizations looking for
talents.

• Talent Pooling. Companies maintain list of candidates.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

Tools Used for Selection and
Information Gathering

Background/ Application
References Form
Hiring Tools

Psychological
Test
Interview

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Hiring Tools

• Application Form. Basic tool to gather information about the

applicant.

• Interview. Confirm information and seek further data.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Hiring Tools

• Psychological Tests. Evaluates mental soundness.

• Companies call on references to confirm information.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Training and Developing Employees to
Serve

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 Training the Employees

• Needs to be trained to deliver services and perform tasks consistently.

• Understand the value of best guest experience.

• A continuous process.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Trainings

External

Internal

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 External training

• Conducted by experts to coaching skills.

• Specific skills need to be learned.

• For a period of time.

• Tailor-fit or customize trainings of the company.

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 Internal Training

• In-house training

• Done by the training and development or human resources.

• Emphasizes the type of service and culture of the company.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Methods of training

• Personal Training. One to one training.

• On the Job Training. Learns job through actual experiences.

• Classroom Lecture. Traditional teach and learn approach.

• Simulation. Practice tasks in a controlled environment.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Methods of training

• Audiovisual Presentation. Audiovisual materials used in training.

• Computer Aided Training. Exercises through computer programs.

• DIY Training. Self-paced training method.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Motivating Employees to Provide
Exceptional Service

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 • Employees joins the organization to fulfill their dreams and meet their
needs.

• Financial incentives and rewards are good motivators.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 • Financial rewards: wages, incentives, bonuses, stocks, or
commissions.

• Non-financial rewards: recognition, enjoyment in workplace, and

minimizing stress.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Empowerment

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 • Employees must have the tools to execute decision-making.

• Employees should be aware of their responsibilities

• Employees must know when to make decisions.

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 • Effective if it serves the right purpose.

• Not in all situations is empowerment effective.

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 Culture of the Organization

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry

 • The values, way of life, or philosophies embodied by members of the
organization.

• How employees should perform and think in their jobs.

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 • Establish culture to provide consistent service.

• Should be communicated to affirm shared beliefs, value and norms.

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 • Organizations communicate culture through:
− company policies and rules

− role models or model employees

− ceremonial activities or rites

− symbols

− linguistics

WWW.REXBOOKSTORE.PH Lesson 5: Service Staffing in Tourism and Hospitality Industry