Staff managementt by Mariluz

STAFF MANAGEMENT

INDEX A.1 IMPORTANCE OF HAVING STAFF MANAGEMETN TOOLS IN A COMPANY. A.2 STAFF MANAGEMENT FUNCTIONS AND ITS USE IN LAS MOUZAS B1. CONFLICT BETWEEN TWO DEPARTMENT MANAGER AND THEIR IMPLICATIONS B2. CONFLICT BETWEEN THE COMPANY AND A WORKER AND THEIR IMPLICATIONS. C1. THE APPROPRIATE LEADERSHIP STYLE FOR LAS MOUZAS C2. IMPORTANCE OF MAKING PERIODICAL MEETINGS WITH THE DIFFERENT DEPARTMENT AT LAS MOUZAS D1. MOTIVATIONAL TECHNIQUES FOR LAS MOUZAS STAFF D2. IMPORTANCE OF HAVING A MOTIVATED STAFF IN LAS MOUZAS E1. PRODUCTIVITY INCENTIVES POLICIES F1. IMPORTANCE OF HAVING A GOOD HUMAN RESOURCES MANAGEMENT F2. HOW LAS MOUZAS STAFF WORK AS A TEAM

A1. IMPORTANCE OF HAVING STAFF MANAGEMENT TOOLS First of all, we need to know that there are 6 staff management core principles to take into account when we want to achieve the main objectives of our hotel:

SELECTION is about choosig the right employees during the hiring process; this is important as it would help you to save time for the training process, for example, or you would make sure that the right employee will last in the company . MEASUREMENT is about determining how well an employee is performing or meeting goals; this means to check the productivity of the employee to see if he/she is doing well. MONITORING is how you perform the measurement of employee performance, so to follow the employee evolution and record it to be able to see this evolution in the time and compare it with other period. INTERACTION is the daily way you and your team communicate and work with each other; this means a reciprocal relationship where both employee and employer participates, and so you (as employer) get feedback from the employee. REWARD is the result of excelent employee performance. After following all the previous steps, you get a good result as you employee works correctly. DISCIPLINE is the result of lacklustre employee performance, and may involve firing. If the employee doesn't perform correctly after all of the previous steps, we shoul consider that maybe that person is no the right one for our company, so it may involve firing him/her. 4

Then, we need to determine the tools we can use to achieve those objectives and purposes. Suggested Tools Find an app that allows you to measure tasks, hours, and project completion. There are many out there. Here there are a few.

Redbooth Assign and track team tasks as well as communicate about those tasks with chat.

I done this

Make it easy for your employees to share what theyâ&#x20AC;&#x2122;re working on or what theyâ&#x20AC;&#x2122;ve nished by creating an automated group email digest of individual updates. Track their progress over time.

Asana

Basecamp

A standard team project management app, but unique in how it tracks missions, goals, and tasks within projects and teams.

Gives you team and project management features as well as the ability to track hours, manage tasks, and measure productivity.

By knowing all these principles and the tools we can use to follow all those steps, why are so important to set the tools? 5

You need to let your employees know what you want, when you want it, and how you want it done. Employees need to know that. They need you to communicate with them. You need to tell employees what you want in a broad sense. You can have a lowrules creative workplace while clearly listing the rules, goals, and boundaries. Find tools that make it easy to communicate, but be on guard. Sometimes easy communication, particularly messaging, wastes time if your employees spend their time chatting and not working. Find an app that allows you to measure tasks, hours, and project completion. There are many out there. Here are a few. So, by knowing this, we arrive to the conclusion that it is quite important to have tools in Las Mouzas to control how the hotel is managed and how our employees are doing their job.

A2. USE OF STAFF MANAGEMENT TOOLS AND FUNCTIONS IN LAS MOUZAS TOOLS:

FUNCTIONS:

Selection Measurement Monitoring Interaction Reward Discipline

Plan Organize Integrate the staff Manage Monitor Motivate

The use that we are going to give to the staff management tools in Las Mouzas is: We have a Human Resources department which work together with the department that needs staff to SELECT and recruit new employees. We MEASURE and MONITOR the employee work and check if they are reaching the company goals and objectives. We INTERACT with our employees to communicate and get information about how they are doing. We check if the employee performance is getting the REWARD we look for, and if not, we use DISCIPLINE is this performance is poor. 7

Then, we use the management tools functions to PLAN and know the goals we need to achieve, we ORGANIZE the job to do it in the minimum time possible and be more productive; also, in Las Mouzas we INTEGRATE OUR STAFF by knowing the right number of employees we need, hiring them, integrating them and training them, we select the right leadership style, MANAGE, which will be the participative style, as we consider is the most effective one. Then we MONITOR the results and the process how is being done, and finally we MOTIVATE our staff to get the higher productivity from them

B1. CONFLICT BETWEEN TWO DEPARTMENT MANAGER AND THEIR IMPLICATIONS DECISION MAKING IN LAS MOUZAS There is a room, the 304, which has the toilet locked fault of many papers, and it doesn't flush properly. Who notices the issue is the customer who is accommodated in that room, and he communicates it to the Executive Housekeeper, as he finds her on the floor. She decided to change the customer room straight away to 305 (which has identical characteristics), and for this, she needs to communicate with reception, to block the room 304 and to do the change. The Reception Manager does the change, but he forgets to block the room, and so, the receptionist sells it without knowing the issue. The new customer who is occupying the room also communicates to the Executive Housekeeper the problem, so she realises the Reception Manager hasn't blocked the room, and they start argueing.

1. Identify the problem: Bad interdepartamental communication; the Reception Manager didn't lock the room that the Executive Housekeeper said, and so the receptionist sold the room being in bad conditions. 2. Gather information: We will ask both, Reception Manage and Executive Housekeeper what has happened in order to collect the most information possible and identify what information is relevant and what is not. 3. Analyze the situation: Interpretate the problem in the most objective way. 4. Develope options: Find several ways to solve the problem; in this case, the first thing we will do is to change the guest's room and lock it. Then, in order to avoid that this issue happens again we propose some ideas, like say to the receptionist to take note of everything that his colleagues ask. Another solution, and the one that we choose, is to put a programme that allows the Executive Housekeeper to block the rooms with a PDA connected to the reception system and so, the receptionists can't sell them. 11

5. Evaluate alternatives: The one we described in the last point is the one that we think is he best. As well, we'll set a programme where all departments will be connected and so they can get communicated easily. Like this, if the Executive Housekeeper blocks a room, she can contact Reception Department and explain why is that room blocked. 6. Select a preferred alternative: As it's explained in the last two points, we have chosen to set a programme for Housekeeping to block and organise the rooms, and another one to communicate between departments easily. 7. Act on the decision: Finally, we get in touch with our system programmer, and we will invest some money to set the programmes we have chosen.

B2. CONFLICT BETWEEN THE COMPANY AND WORKER AND THEIR IMPLICATIONS DECISION MAKING IN LAS MOUZAS Our employees complain as they are working extra hours but they are not getting paid correctly for them. The person on charge of the Human Resources deparment tries to solve the issue; that manager is not aware of this matter, and this is why he/she is not communicating to administration those extra hours and the employees are not getting paid for them. The employees are not happy with the Human Resources manager answer and they communicated to Las Mouzas directors. The solution that we propose is that we are going to write down a list witht he name of those who are working extra hours every day to know the exact number of extra people that we need a week. Then, we'll elaborate a new rota and we'll involve all the staff to share those extra hours of work that we need, and so, everybody will work extra hours some days and not always the same workers. In addition, weÂ´ll take note about the already worked extra hours and we'll pay for them.

1. Identify a problem: Some employees at Las Mouzas are complaining because they are working extra hours. 2. Gather information: The Housekeeping employees are working extra hours and they are not getting paid for them. Those busiest days they are working at least an extra hour and they or the Executive Housekeeper have not communicate it to HR department in advance, so till now they have not get paid. The Executive Housekeeper has forgotten to communicate that his/her employees are working extra time. 3. Analyze the situation: We interpretate the issue in the most objective way. 4. Develop options: Find several ways to solve the problem. Then, in order to avoid that this issue happens again we propose two ideas: one of them is to pay the extra hours they have worked; the second one is to propose them to don't work that same amount of hours the periods less busy.

5. Evaluate alternatives: If we pay for the extra hours our employees have work, we have to invest some extra money that we didn't expect, but as it's in the busiest period, we have earned enough money to cover them. The other option, this is, to give them those extra hours off, it's not going to be the best one, as could be that we'll rest short of staff. 6. Select a preferred alternative: The option that we consider is the best for both, the company and the employees involved in the issue is to pay them for the extra hours, because, as it was a busy period, we had earned money enough to pay them and in the other option there is the possibility that we'll rest short of staff if we've got a rush. 7. Act on the decision: The employees are happy with the decision that we have chosen because this is the most effective.

C1. THE APPROPRIATE LEADERSHIP STYLE FOR LAS MOUZAS Our company is necessary a staff leader who takes the final decision. This one is going to be on charge to follow up the needs, concerns and all the necessities of the company employees. The main purpose of having a staff leader is to control the employees work. In Las Mouzas we consider that without the leader's job, the hotel would be caothic. Participative style: values the input of team members and peers, but the responsibility of making the final decision rests with the participative leader. Participative leadership boosts employee morale because employees make contributions to the decision-making process. It causes them to feel as if their opinions matter.

WHY HAVE WE CHOOSEN THIS LIDERSHIP STYLE? -We have chosen this style of leadership for our hotel, because we listen and appreciate all the opinions of the group since one of the objectives that we pursue with this way of working is to create group and achieve group benefits. And we think that for a director who exercises in this way, it is easier to get to know your team and, as a result, to learn to trust the capabilities of your group. Also, we want to emphasize that the importance of a united team that collaborates with each other is more productive for the organization. And also, we have the talent of all members of our team. Since, knowing that they feel heard and valued want to continue participating in the growth of the company. And this, in turn, increases retention of talent.

C2. IMPORTANCE OF DOING PERIODIC MEETINGS WITH DIFFERENT DEPARTMENT OF LAS MOUZAS HOTEL Staff meetings can be great opportunities to move the organization forward. It's important to do meetings between the direction and the workers and between the different departments that there are at Las Mouzas Hotel. The whole establishment staff should have good communication and get a good relation to get and carry our the objectives and goals. The meetings are done for different purposes: ●

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INFORMATIONAL: The goals that we look for with this type are to inform to all departments about that is going on at the hotel. DISCUSSION ORIENTED: This meetings are carried out to solve a problem. What we should do is to communicate the problem before to employees i order that they come with their opinions, ideas or possible solutions. The best of all is that there is variety of discussions. MOTIVATIONAL: This meeting is carried out to propose a change on any part of the hotel, as well as the rota, processes... What we pretend with this method is to motivate the staff, as the changes many times may not be as good for the employees as we would like. CREATIVE SESSION: Finally, this kind of meetings are done to propose new ideas in general.

D1 MOTIVATIONAL TECHNIQUES OF PERSONAL FOR THE HOTEL At Las Mouzas we have decided to have some tools to integrate the employees and so, they feel motivated. This is mainly done with the new employees, but it is also done for those who have been working from longer to keep them happy with the company and motivated. The motivational techniques that we use in Las Mouzas are: The teamwork: when we get the employees are integrated in our company, we have achieved the first step in their motivation. Some techniques to obtain it are: meetings, brainstorming, roleplaying and afterwork.VIDEO

The information: the teamwork is more motivated when the manager inform them about the objectives, the goals, the policies, the strategies, the results.

VIDEO Management by objectives: the employees must know as clear as possible the company objectives and if they are achieved by the teamwork, this is the best way to motivate the staff. If the objectives arenâ&#x20AC;&#x2122;t achieved, the manager has to discover why and try to achieve them again. 20

The incentive: not only economic incentive, we can use other incentives as: holidays priority, good schedules or simply a congratulations letter. Anyway, we must give the employees sometimes some salary or job category increase.

The professional career and the job training: it is very important to have a very well qualified staff, therefore, the job training is fundamental in all the companies, in addition, for the employees, to have a good job training must be useful to improve their professional career in the company, so, we must have a internal promotion policy.

Motivate Individuals Rather Than the Team: Aligned incentives are the only true way to ensure everyone on a team is working toward a common goal. Framing the strategy in multiple ways ensures each stakeholder has a clear, personal understanding of how working together benefits himself and the team. This technique allows you to motivate the team to accomplish amazing things.

D2. IMPORTANCE OF HAVING A MOTIVATED STAFF IN LAS MOUZAS The importance of staff management includes better service delivery, customer satisfaction, improved performance and staff retention. Staff management ensures efficiency at the workplace by hiring the right employees for various positions at the organization and training them to improve their skills. Staff management not only motivates employees, but also increases competition at the workplace. Employees compete against each other for top performance to earn rewards and expand their knowledge and experience. Knowledgeable and experienced employees can answer customer questions, solve different work-related problems with minimum supervision and improve the quality of service. Motivation is fundamental to perform any activity because it is that allows to person to act and behave in certain way, in labor terms, can say that motivation is the engine that drives the collaborator to perform tasks right or wrong. Happy, motivated and satisfied contributors are the key to a more successful company. In addition, a collaborator who feels important and with decision power is synonymous with productivity. Motivation is the key to having employees with dreams of improvement, seeking to use the time and more easily achieve the objectives of the company. 22

E1. PRODUCTIVITY INCENTIVES POLICIES In Las Mouzas Hotel, we are going to choose the following incentives for the motivation of our workers: • Programs of payments of incentives: An increase of salaries for merits, is an increase in the hourly rate or in the salary of an employee as prize for a top action. Inside these programs we can find, an increase of salaries for merits or a gratification for individual action. • Enrichment of the position : The enrichment of the position is an approach of the working places to increase the motivation and the satisfaction of the worker. Another incentive that we have to choose for our workers is that in our hotel, will be visited by a Mystery Client who will evaluate the general service and the performance during his/her stay in reception and housekeeping. The incentive that we give to our workers is a reward and to keep the employees motivated, if the MC is happy with the result of the performance during his/her stay, every employee will recieve an extra €1 per hour worked during that month. Apart from these incentives, our workers also will have the incentives that all the workers have, like the salaries, the bonus and the commissions.

F1. IMPORTANCE OF HAVING A GOOD HUMAN RESOURCES MANAGEMENT Human Resources department is an essential department in our hotel, as it's on charge of many tasks that, if we hadn't Human Resources, the responsibilities would be shared between the rest of the departments. Those responsibilities are, for example, the staff selection, the decision making when there is an issue or even who get in touch with the employees when they need to leave, holidays matters or other matters or documents. Also, in this department, as we have seen in previous tasks, it is carried out the elaboration of the welcome handbook, which may content the deparments functions, the mission and values of Las Mouzas, the staff motivation and so on. Due to HR is on charge of all this duties, it is important that it has a good management to work all correctly, as it happens in the rest of the departments. VIDEO

F2. HOW LAS MOUZAS STAFF WORK AS A TEAM The first thing we need to take into account in Las Mouzas is that we need to get that our team would be able to make he company work without the necessity that the directors will be present. It is important that we will be able to systemize the maintenance of the team culture in order to let us grow quickly, surely and profitably. We need to develp a system that allows us to organize and to involve the whole team in the company mission. To carry out all these processes, we are going to follow some steps: To create work atmosphere comfortable and familiar: This is to get that the employee feels comfortable in his/her job possition, what will be translated as a good actitude whith his/her managers and leaders and the rest of the team in general. To have confidence on our employees and delegate responsibilities: A great motivation for the employee is to know that his/her manager trusts in his/her job and awards him/her for it. To kee informated the employees: It is important that every single team member know the latest news, information and company data which they work for. Like this, with all this information, they will know how to act and how to face the future, getting their labour better and getting involved in their job possitions.

Propose groupal activities: It would be a good idea to make some groupal activities in order that the employees know each others and take confidence between them, so they will have a good relationship and there won't be a bad atmosphere. Make listening meetings at least twice a year: Ein this type of meetings, our employees could tell us what they think and consider according to their job possitions, their day by day work or any issue they have had. For us, these meetings are very useful, as we ensure that our staff is confident with us and we'll always do our best to help them out with the possible issues they may have at any time. Motivate our employees: Ethis is the most essential part of all, because if our team is not motivated, they won't o a good job. We need to know very well how we are going to do to motivate them and keep them happy in their jobs and they are making their work easily.

MÓNICA BOLÍVAR SALVADOR ANA ISABEL CHICA MIRANDA Mª CRUZ FERNÁNDEZ GÓMEZ LAURA SÁNCHEZ IBÁÑEZ

2º GESTIÓN DE ALOJAMIENTOS TURÍSTICOS