Managing Employees in Foodservice Operations Obtain and retain skilled, professional employees with this accessible guide A foodservice operation can only remain successful if its employees are served as well as its customers. Just as a business with no customers will fail for lack of revenue, one without skilled, professional, satisfied staff will be unable to provide service at the level customers demand. Attracting and retaining qualified staff is a critical challenge for the modern foodservice industry, and one which is only becoming more urgent in today’s market. Managing Employees in Foodservice Operations offers a uniquely foodservice-oriented guide to obtaining, training, and retaining employees in a fast-paced and highly competitive industry. The book provides: Content perfectly aligned with a two-year community college program courses in human resources, supervision, small business administration, or related subjects Detailed discussion of topics including workplace health and safety, recruitment and retention, and many more Ideas cultivated during the authors’ decades of combined experience in hospitality, foodservice, leadership, and research Material to support instructors conducting courses, including PowerPoints, chapter-by-chapter exam questions, and case studies Managing Employees in Foodservice Operations is ideal for students in foodservice-related courses, as well as professional business

Table of Contents:
Preface ix Acknowledgments xv Dedication xvii 1 Leading the Foodservice Team 1 Foodservice Operators as Leaders 2 Serving Guests and Employees 5 Leadership Styles 6 Mission Statements and Core Values 10 Important Leadership Practices 12 Act the Way Employees Should Act 12 Share Mission Statement and Core Values with Staff Members 13 Challenge Existing Processes and Procedures 13 Enable Employees with Trust and Delegation 14 Show Appreciation for Individual Excellence 14 Special Concerns of Foodservice Leaders 15 Employee Empowerment 15 Employee Team Development 17 Benefits of Effective Teamwork 18 Characteristics of Effective Team Leaders 19 Cross-Functional and Self-directed Work Teams 19 Ethics 20 2 Legal Aspects of Employee Management 26 Understanding Employment Law 27 Federal Laws Affecting Employee Management 30 Pre-1964 Federal Employment Legislation 31 Post-1964 Federal Employment Legislation 33 State Laws Affecting Employee Management 41 Local Laws and Ordinances Affecting Employee Management 43 3 Workplace Health and Safety 48 The Importance of Protecting Team Members 49 Legal Aspects of Employee Protection 50 Financial Aspects of Employee Protection 50 Creating a Healthy Workplace 52 Employee Assistance Programs 53 Employee Wellness Programs 54 Maintaining a Safe Workplace 54 The Occupational Safety and Health Administration (OSHA) 55 Safety Planning 59 Maintaining a Secure Workplace 62 Preventing Harassment 62 Preventing Workplace Violence 67 4 Developing Policies and Procedures 73 Creating Policies and Procedures 74 Policy and Procedure Development 75 Key Areas of Policy and Procedure Development 76 Steps in Employee Policy and Procedure Development 82 Reviewing for Legal Compliance 84 Employee Handbooks 88 Recordkeeping Requirements 91 5 Recruiting and Retaining Team Members 98 Job Design and Job Creation 99 The Impact of Job Design 100 Effectively Designing and Creating Jobs 102 Recruiting Team Members 109 Internal Recruiting 111 Traditional External Recruitment Methods 112 Internet-based External Recruitment Methods 114 Recruitment of Diverse Team Members 115 Retaining Team Members 117 6 Interviewing and Selecting Team Members 122 Choosing Valuable Team Members 123 Applications 124 Interviews 126 Pre-employment Testing 132 Background Checks and References 133 Negligent Hiring 136 Making Job Offers 136 Required Documentation for New Team Members 138 Form I-9 (Federal Form) 138 Form W-4 (Federal Form) 139 State and Local Tax Forms 140 7 Orienting and Onboarding New Team Members 144 Importance of New Team Member Adaptation 145 The Adaptation Process 146 Steps in the Adaptation Process 147 Formal Orientation Programs 149 The Goals of Orientation Programs 150 The Impact of Orientation Programs on New Team Members 151 The Impact of Orientation Programs on Existing Team Members 152 The Impact of Orientation Programs on Guests 152 Key Elements of Orientation Programs 152 Compliance with Government Regulations 153 Communication of the Operation’s Mission and Culture 153 Communication of All Employee Benefits 154 Communication of Critical Policies 154 Introduction to the Operation and Other Team Members 158 Detailed Explanation of the New Team Member’s Job Duties 158 Documentation 158 Successful Onboarding of New Team Members 161 8 Planning for Employee Training 166 The Importance of Training 167 Benefits of Training 168 Training Obstacles and Myths 169 Training Principles 172 Characteristics of Effective Trainers 177 Steps in Creating Effective Training Programs 179 Step 1: Identify Training Needs 180 Step 2: Develop Training Objectives 182 Step 3: Develop Training Plans 184 Step 4: Create Training Lessons 185 Step 5: Develop (and Up-date) Training Handbooks 186 Technology and User-Generated Content (UGC) Scores 188 9 Delivering and Evaluating Training 194 On-Job Training 195 On-Job Training Steps 198 Step 1: Preparation 198 Step 2: Presentation 199 Step 3: Practice and Demonstration 201 Step 4: Coaching 202 Other Individual Training Methods 203 Group Training 206 Preparing for Group Training 207 Delivering Group Training 208 Special Training Considerations 210 Evaluating Training Efforts 212 Evaluation Before Training 215 Evaluation During Training 216 Evaluation After Training 216 10 Compensating and Scheduling Staff 222 The Importance of Compensation 223 The Business Owner’s View of Compensation 224 The Foodservice Operator’s View of Compensation 225 The Staff Member’s View of Compensation 226 Compensation of Team Members 230 Legal Aspects of Compensation 231 Payment of Salaries 231 Payment of Hourly Wages 233 Compensation of Tipped Employees 233 Benefit Payments 236 Scheduling Team Members 241 Legal Aspects of Scheduling 242 Schedule Development and Distribution 243 11 Appraising and Managing Staff 250 Performance Appraisal Programs 251 The Importance of Regular Performance Appraisal 252 The Characteristics of Effective Performance Appraisal 254 Benefits of Performance Appraisal Programs 255 Popular Performance Appraisal Methods 257 Absolute Standards 257 Relative Standards 259 Targeted Outcomes 260 Progressive Discipline Programs 262 Documented Oral Warning 264 Written Warning 264 Suspension 265 Dismissal 266 Staff Separation 267 Voluntary Separation 268 Involuntary Separation 268 Exit Interviews 271 12 Managing Labor- Related Costs 276 The Importance of Labor Cost Control 277 Factors Affecting Total Labor Costs 278 Total Labor Costs Reported on the Income Statement 283 Managing and Controlling Total Labor Costs 289 Types of Labor Costs 290 Controlling Total Labor Costs 290 Assessment of Total Labor Costs 294 Sales per Labor Hour 296 Labor Dollars per Guest Served 297 Labor Cost Percentage 298 Glossary G-1 Index I-1