Janet Hoffmann, Principal, HR Aligned Design - People Platform: Recruitment, Training, Retention

People Strategies for Success

•  Consultant •  Hospitality Industry •  Opera8ons and HR •  Align People Performance and Business Results

•  Traveler •  Social Media Geek – @hraligneddesign

•  Mixed Media Ar8st

The Changing Customer Experience

•  Prepared/Convenience •  Choices •  Crea8vity and Presenta8on •  Fresh •  Knowledge/Informa8on •  Service •  Hospitality

Service Profit Chain

Employee Sa8sfac8on

and Engagement

Service and Value

Customer Sa8sfac8on and Loyalty

Revenue Growth and Profitability

Customer Experience

•  Prepared/Convenience •  Choices •  Crea8vity and Presenta8on

•  Fresh •  Knowledge/Informa8on •  Service •  Hospitality

•  Culinary Exper8se •  Crea8vity •  Learning Agility •  Merchandising •  Service Orienta8on •  Hospitable •  Rela8onship Builders

Employee Profile

•  26% -‐ Coachability •  23% -‐ Emo8onal Intelligence. •  17% -‐ Mo8va8on •  15% -‐ Temperament •  11% -‐ Technical Competence ~Leadership IQ

Employment Brand

Employment Brand

What are current and prospec8ve employees saying about your company as a place to work?

Do you like what they are saying?

Employment Brand •  Define

–  Partner with marke8ng –  Talk to your employees; develop “Brand Ambassadors”

•  Communicate –  Website –  Blogs, newsle`ers, job boards –  Social media –  Speak at events where poten8al recruits might be in the audience

•  Reinforce –  Benefits and rewards –  Employee programs -‐ On-‐boarding, Training –  Career Workshops

•  Monitor

Sourcing •  Restaurant companies with

similar business models •  Hotel – F & B Directors •  Hospitality Schools •  Trade Schools •  Hospitality & Retail Job

Boards •  Hospitality & Retail

Recruiters •  Social Media •  Referral Programs

Recrui8ng Prac8ces

•  Create a Hiring Profile – Organiza8on alignment – Need to have versus nice to have

•  Hire for Reten8on – Mul8ple Interviews – Ask the right ques8ons – Make a thoughhul decision

•  Leverage Tools –  Job Pos8ngs –  Interview Guides –  Technology – Applicant Tracking Systems

On-‐Boarding

“58% of employees more likely to be with a company within three years if they completed a structured

onboarding process.” ~Wynhurst Group

“Effec8ve on-‐boarding programs increase employee performance 11%. Discre8onary effort increases 20%.”

~Corporate Leadership Council

On-‐Boarding

•  Welcome •  Communicate Culture •  Explain Performance Expecta8ons

•  Review the Rules – Wri`en and Unwri`en

•  Create Connec8ons •  Celebrate

Training Programs

•  Objec8ves and Outcomes

•  Aligned with Business Objec8ves

•  Entry Level Training •  Incumbent New Skill Training

•  Realis8c Timeframes •  Evalua8on

On-‐Going Development

•  Individualized Performance Improvement Plans

•  Varied Development –  Educa8on –  Experience –  Exposure

Average Turnover Costs

% of Annual Salary

•  Entry-‐level -‐ 30-‐50% •  Mid-‐level -‐ 150% + •  High-‐level or Highly Specialized – 400%

Cost Factors

•  Hiring •  Training •  Lost Produc8vity •  Lost Revenue

Full Time Employee earning $10.00/hour = $8,320 to Replace

Effec8ve Reten8on Strategy

•  Hire Well •  Communicate and Collaborate •  Develop Rela8onships •  Create Growth and Opportunity •  Reward and Recognize

•  Clear expecta8ons •  Informa8on people need to do their jobs

•  Coach •  Provide 8mely, relevant feedback

Communicate

Collaborate

•  Ask for feedback •  LISTEN •  Share knowledge •  Encourage cross func8onal teams

Develop Rela8onships

“Employees don’t quit jobs, they quit managers. There is a direct correla8on between the

impression a manager gives and an employee’s job sa8sfac8on. Up to 80% of employee turnover is caused directly by ineffec8ve or overtly hos8le

management.”

~ Steve Miranda, Managing Director of the Center for Advanced Human Resource Studies, Cornell University.

Develop Rela8onships

“I've learned that people will forget what you

said, people will forget what you did, but people will never forget how you made them feel.“

~ Maya Angelou

•  Meaningful Work •  Development •  Mentor Programs •  Career Paths •  Making a Difference

Reward and Recognize

•  Compe88ve Compensa8on

•  Benefits of Value •  Work Life Balance •  Recogni8on –  Individualized –  Aligned –  Intangible/Tangible –  Public/Private

THANK YOU!

Janet A. Hoffmann President HR Aligned Design www.HRAlignedDesign.com [email protected] @hraligneddesign

Janet Hoffmann, Principal, HR Aligned Design - People Platform: Recruitment, Training, Retention

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