31.3 Human Resource Management: Job Design, Recruitment, Training, Appraisal, and Discipline

The management competency area asks examinees to identify and plan staffing and human resource management and to train and manage food service personnel.

Job Analysis, Descriptions, and Specifications

• Job analysis: gathering information on the tasks, responsibilities, and conditions of each job.
• Job description: title, summary, duties and responsibilities, reporting relationships, working conditions, and equipment used.
• Job specification: education, experience, licenses (such as an RND license for a clinical dietitian position), skills, and physical requirements.
• Job evaluation: ranks jobs to set fair pay.
• Work schedules and procedures describe how and when tasks are done.

Recruitment and Selection

Recruitment sources: internal (promotion, transfer, referrals) and external (job postings, schools, public employment service offices, online job sites).

Selection steps:

1. Application and screening of qualifications
2. Written or practical tests (such as a cooking test)
3. Interviews, often structured with the same questions for all applicants
4. Reference and background checks
5. Pre-employment medical examination, including the health certificate needed for food handlers
6. Job offer and contract

Government positions follow Civil Service Commission rules, and selection must avoid discrimination based on age, sex, religion, or disability.

Orientation

Orientation (induction) introduces new employees to the organization's mission, policies, benefits, safety and sanitation rules, their duties, and coworkers. Good orientation reduces early turnover.

Training and Development

Training cycle:

1. Needs assessment: compare required and actual performance (observation, audits, complaints, new equipment).
2. Objectives: what trainees will be able to do.
3. Methods and materials.
4. Delivery.
5. Evaluation.

Methods:

Job instruction training steps:

1. Prepare the learner: put them at ease and explain the purpose.
2. Present the task: show and explain one step at a time.
3. Try out: the learner performs the task while the trainer corrects errors.
4. Follow up: check progress and encourage questions.

Kirkpatrick's four levels of training evaluation:

Performance Appraisal

Methods:

• Graphic rating scales: rate traits or behaviors on a scale.
• Behaviorally anchored rating scales: ratings linked to examples of behavior.
• Management by objectives: employee and supervisor set goals and review results.
• Critical incident method: record examples of very good or poor performance.
• 360-degree feedback: input from supervisors, peers, subordinates, and customers.

Rater errors:

Discipline

Progressive discipline: verbal warning, written warning, suspension, and dismissal for repeated or serious offenses. Discipline should be prompt, consistent, impersonal, and based on clear rules. Dismissal must follow just or authorized causes and due process under the Labor Code (covered in the labor laws section).

Job Design and Motivation

• Job rotation: moving employees among tasks, such as tray line, cold preparation, and dishwashing, to reduce boredom and build skills.
• Job enlargement: adding more tasks at the same level.
• Job enrichment: adding responsibility and decision-making, such as letting a senior cook plan the production schedule.
• Recognition programs: employee of the month, certificates after training, and public praise for good audits.

Grievance Handling

A grievance is a formal complaint by an employee about working conditions, treatment, or pay. A good procedure has clear steps: the employee raises the issue with the immediate supervisor, it is escalated to higher management or a grievance committee if unresolved, and decisions are documented within set time limits. In unionized workplaces, the collective bargaining agreement defines the grievance machinery. Prompt, fair handling prevents small issues from becoming disputes.

Scheduling and Turnover

• Master schedule: shows each position's regular days and hours.
• Shift schedules cover meal periods, weekends, and holidays; relief staff cover days off and leave.
• Turnover rate:

$$\text{Turnover rate} = \frac{\text{Number of separations}}{\text{Average number of employees}} \times 100$$

Example. A dietary department averaged 40 employees in a year and had 6 separations. The turnover rate is 6 ÷ 40 × 100 = 15%. High turnover raises recruitment and training costs and lowers quality.

Retention strategies: fair pay and benefits, good supervision, recognition, training and career growth, safe working conditions, and involving staff in decisions.