Scheduling/Rostering

Staffing Guide
Performance Standards

 Standards required-levels of performance

that establish the quality of the work that
must be done. Performance standards state
not only what must be done; they also
describe in detail how the job must be done.
 The key to consistency are the performance
standards which are developed,
communicated and managed.
Productivity Standards
 Productivity standards determine the
acceptable “quantity” of work to be done by
department employees. How long should it
take for a department employee to perform
an assigned task according to the
department’s performance standard?
 Productivity standards must be determined in
order to properly staff the department within
the limitations established by the hotel’s
operating budget plan.
Performance & Productivity Standards

 The challenge is to effectively balance

performance and productivity standards.
Quality and quantity need not be a double
edge sword; instead, each can serve to
check and balance the other.
 A concern for productivity may not
necessarily lower performance standards-it
can sharpen and refine current work
methods and procedures.
Scheduling
 Labour is the greatest single accommodation
expense.
 Overstaffing results in excessive labour costs
that decrease hotel profits.
 Understaffing decreases labour costs-it may
also decrease hotel profits-performance
standards will not be met-dissatisfied guests
and lost business.
Effective Scheduling
 Determine which positions within
accommodation are fixed and which are
variable in relation to occupancy levels within
the hotel.
 Fixed Staff Positions:
 Generally managerial and administrative in
nature-usually a 40 hour week.
 Variable Staff Positions:
Effective Scheduling

 Variable Staff Positions include:

 Floor Supervisors
 Room Attendants (day and afternoon shifts)
 HousePersons (day and afternoon shifts)
 Lobby Attendants
Staffing Guide

 Refer to Handout
Productivity Complications

 Trainees/Turnover
 Send Backs
 Meetings
 Untidy Rooms
 Suites
 Late Check-Outs and Room Changes
 Show Rooms
 Review Daily Assignments
What initial steps can be taken to reduce
turnover?
 Hire the right people and continue to develop
their careers.
 Most companies with low turnover rates are
very employee oriented.
 Develop an overall strategic compensation
package.
Ways of Reducing Labour Turnover

 Provide job satisfaction  Introduce incentives,

and Training
 Promotion Prospects
 Improve morale
 Improve welfare and
working conditions
e.g. Bonus schemes
 Improve work
organistion (duty
rosters, etc)
Scheduling

 A schedule should cover a full workweek,

which is typically defined as Sunday through
Saturday.
 Schedules should be posted at least three
days before the beginning of the next
workweek.
 Days off, vacation time, and requested days
off should all be indicated on the posted work
schedule.
Downtime
 The length of time that a position is vacant
until a new employee who can fully perform
the job fills it.
 Once an employee resigns, depending on
your employer’s procedure, you may fill out
an employment requisition form.
 A requisition is something like a purchase
order that must be signed
by an appropriate person.
To Reduce Downtime

 Forecast your personnel needs periodically.

 A Staffing Guide Form can be used every two

months to help determine when to hire new
employees so that downtime is minimised

 Staffing guides are based on the budget and

expected volume of business.
Before Planning the Duty Roster..
 Consider the amount of cover required.
 Consider the types of shifts.
 Make sure that all duties are covered.
 Sufficient cover of all grades of staff-each
shift.
 Fair allocation of weekend work.
 Take into account break periods.
Different Types of Shift
 Straight shift
Staff work a specified number of hours continuously
 Split shift

Staff normally work a specified number of hours-then

have a few hours off duty and return to work
 Rotating shift

Three shifts of 8 hours rotate-6-2,2-10,10-6

 Alternating Shift

Staff work either a specified number of early and late

shifts each week or one week early and one week
late.
Sample Roster

 The Shoreside Hotel requires floor supervisor

coverage from 8am-4pm each day as follows:

 Mon Tues Wed Thurs Fri Sat Sun

 9 10 10 7 6 4 4

 From the above information:

Ascertain the number of floor supervisors
the hotel will need with:
 Adequate coverage each day
 All supervisors have two days off
 The hotel does not use part-time staff
 Compile a roster equitable and fair to all
 Do not roster more than seven days on duty
between days off, and do ensure that where
possible, days off run consecutively.
 Roster should be simple/easily read showing
starting/finishing times for each member of staff