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First Impressions and an Ethical Foundation

Chapter 5

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The New Employee Adaptation Process

Adaptation (to organization) – The process by which new employees learn the values of and “what it’s like” to work for a hospitality organization during initial on-job experiences.

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The New Employee Adaptation Process

Step 1- New employee has perceptions and attitudes about the work and the organization

Step 2- Early on-job experiences (orientation and training) affect new employee’s attitude

Step 3- New employee adapts to the organization, is accepted by peers, and wants to become team member

Step 4- Initial on-job performance is affected by attitude about organization, desire to work to standards, and interest in remaining with the organization

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Orientation Programs and Procedures

Orientation – The process of providing basic information about the hospitality organization that must be known by all staff members in every department.

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Orientation Programs and Procedures

Provide an overview of the organizationMission statement – A strategic statement that indicates (provides an overview of) what the hospitality organization wants to accomplish, and how it intends to do so.

Indicate the new staff member’s role Explain policies, rules, and other

information Outline specific expectations Provide details about employee benefits Motivate new staff members

Goals of Orientation Programs:

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Orientation Programs and Procedures

Where do I “fit in” to the organization? Where and how can I contribute my time

and talents? What are my duties? What are my rights? What are my limits? How can I advance (and to what

positions) within my new organization?

Common new-employee questions to answer:

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Orientation Programs and Procedures

Organizational introduction Staff Member-Related Policies such as:

Appearance Conduct Job Performance Employee Benefits Compensation Information Safety Concerns Physical Facilities Other Orientation Activities

Orientation Checklist:

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Orientation Programs and Procedures

Orientation kit – A package of written materials given to new employees to supplement the oral information provided during the orientation session.

Can include: Current organization chart Copy of employee handbook Copies of employee performance

appraisal forms/procedures Current copy of employee newsletter Federal, state, and local tax law materials Layout (maps) of facility (large properties) Accident prevention guidelines

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Orientation Programs and Procedures

Departmental Induction Procedures

Induction – The process of providing new employees with basic information that everyone in their department must know that is unique to their department.

Orientation Follow-Up

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Employee Handbooks

Employee handbooks are necessary and should detail: Employer’s policies Benefits Employment practices

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Employee Handbooks

Standards should be respected and consistently met.

Managers, supervisors, and employees should role-model examples for their peers.

Inform staff members about the reasons for the policies and procedures.

Tactics for consistent application of policies and procedures:

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Employee Handbooks

Information about the most important policies and procedures should be presented during orientation.

Staff members should recognize that compliance with reasonable policies and procedures is part of the agreement with, and relationship between, their employers and themselves.

Tactics for consistent application of policies and procedures:

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Mentoring Programs

Mentoring – A formal or informal relationship in which an experienced staff member provides advice and counsel to a less experienced staff member.

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Mentoring Programs Advantages to the organization:

Junior staff can more quickly learn about the organization’s culture, and how to act within it.

Mentorees may have increased commitment to the organization because they are better assimilated into the corporate culture.

Higher levels of job satisfaction can occur with the decreased chance that those being mentored will leave the organization.

Problems that hinder the mentoree’s current performance can be addressed.

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Mentoring Programs Advantages to mentors:

Enhanced self-esteem Increased knowledge They are seen as “good citizens” Mentoring helps to train successors

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Mentoring Programs Phases of mentoring relationship:

Introduction Cultivation Redefinition

Roles of the mentor: Trainer Coach Counselor Guide Role model Advocate

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Mentoring Programs Examples of mentoring activities:

Helping the mentoree to develop a career ladder.

Career ladder – A progression of increasingly more responsible positions within an organization or an industry.

Advising about development activities Evaluating alternative education and training

programs Providing applicable reading materials. Suggesting alternative courses of action that

address on-job problems. Making special assignments and arranging

for special training. Providing on-going counseling.

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Mentoring Programs

Step 1: Obtain support of top-level managers

Step 2: Determine goals of the mentoring program

Step 3: Appoint key planning staffCross-functional team – A group of staff members comprised of representatives from different departments (functional areas) that address a common concern

Step 4: Plan mentoring program

Implementing a formal mentoring program:

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Mentoring Programs

Step 5: Obtain approval of top-level managers

Step 6: Roll-out program Step 7: Select and prepare mentors Step 8: Select mentorees Step 9: Match mentors with mentorees Step 10: Monitor, support, and evaluate

(improve) the program

Implementing a formal mentoring program:

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Human Resources and Ethical Concerns

Ethics – A set of rules or principles that define “what is right” and “what is wrong” as decisions are made that affect others.

Business ethics – Refers to the practice of ethical judgment by managers as they make decisions affecting the organization.

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Human Resources and Ethical Concerns

Behavior (ethical) – Actions in concert with generally accepted social concerns relating to the impact of decisions on others.

Behavior (unethical) – Actions not in concert with generally accepted social concerns relating to the impact of decisions on others.

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Human Resources and Ethical Concerns

Ethical principles for hospitality managers: Honesty Integrity Trustworthiness Loyalty Fairness Concern and respect Commitment to excellence Leadership Reputation and morale Accountability

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Human Resources and Ethical Concerns

Ethical norms: Utility Rights Justice Caring

Code of ethics – A statement used by a hospitality organization to outline broad concepts to guide ethical decision-making.

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Human Resources and Ethical Concerns

Corporate (social) responsibility – Relates to an organization’s efforts to address its commitments to all of its constituencies including guests, employees, other businesses including suppliers, investors, and society and the community-at-large.

Stakeholders – Groups, individuals, and organizations that are affected by an organization; also called “constituents.”

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Human Resources and Ethical Concerns

How corporate responsibility relates to the management of hospitality human resources: Cultural consistency Employer of choice concerns

Publicity – Free-of-charge information in the media that attracts attention to an organization.