| After reading this chapter, you should be able to: Identify the proper hiring attributes. Describe the role of verbal and nonverbal communication in delivering quality service. Explain and apply the concepts of successful nonverbal communication. Explain the importance of corporate culture in developing a brand. Identify the attributes of successful hospitality candidates. Embrace the concept of guest service terminology. Contrast the importance and different views of training, managing and developing. CHAPTER 12 Developing a Staff Employees The employees are at the front line of the company. They are what the customer sees. They are the ones interacting with the customer. They can seize or lose opportunities. How well you hire, train, and develop your employees determines your future as a manager. Hiring Today’s society is filled by design with positions at hourly rates for which employees clock in and out, performing duties with little sense of responsibility for true guest . | After reading this chapter, you should be able to: Identify the proper hiring attributes. Describe the role of verbal and nonverbal communication in delivering quality service. Explain and apply the concepts of successful nonverbal communication. Explain the importance of corporate culture in developing a brand. Identify the attributes of successful hospitality candidates. Embrace the concept of guest service terminology. Contrast the importance and different views of training, managing and developing. CHAPTER 12 Developing a Staff Employees The employees are at the front line of the company. They are what the customer sees. They are the ones interacting with the customer. They can seize or lose opportunities. How well you hire, train, and develop your employees determines your future as a manager. Hiring Today’s society is filled by design with positions at hourly rates for which employees clock in and out, performing duties with little sense of responsibility for true guest satisfaction. Developing a staff is crucial to any hospitality business. They must also be familiar with basic procedures and methods or at least have transferable skills. They also need to possess organizational skills to work on projects alone and with others. In the end, the hospitality industry has little use for candidates with poor attitudes and poor people skills. What do Companies Look for? Standard forms for the hiring process include the job description and the job specification. Most hospitality companies seek similar traits and ask themselves similar questions when hiring someone: How do they appear? Do they get along with others? Can they communicate? Are they sensitive to others? Can they foster customer relationships? Do they know and understand your business and your customers even if they’re not from the same background? Ideal Candidates Have a genuine desire to please others; find reward in a job well done Are motivated from within—an energetic personality Bring a positive .
