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Nowadays, along with economic globalization and the rapid development of science and technology, Enterprises are facing increasingly fierce market competition. This is driving Enterprises to further tap its potential, and develop of productive forces. The competition has been spreaded into every part within each industry, especially for the hospitality industry. It is of the conviction that hospitality industry is labor intensive, the average number of employees serving each singal organization is considerable, compared with the technology intensive industries. Thus, it is not strange to have one hospitality HR staff serving fifty, even one hundred employees. Consequently, the relationship established with employees and between employees has been crucial for each company. Successful management will reinforce the competitive advantages of the enterprise Although intense competition has taken place everywhere, the focus of competition between enterprises is Person's competition. Therefore, how can we better mobilize the enthusiasm of employees has become the key issues of each enterprise's HR department.
In my opinion, Because of different occupational and work environment, the way to mobilize the enthusiasm of employees should be different.But totally speaking, Employees depends on the level of enthusiasm in the work among its own well-being index. Index of general well-being of staff includes two aspects: On the one hand, From the material level, Mainly reflected in the income available to employees, benefits, and opportunities for promotion; On the other hand, From the spiritual level, Including the degree of comfort working environment, interpersonal harmony, and how business managers the degree of attention and recognition.
In order to fully motivate the enthusiasm of the employees, enterprise must strive to improve employee well-being index. This paper will basically focus on the stimulation of the enthusiasm of the employees .
Stimulate the enthusiasm of the employees
What is the enthusiasm of the employees
The world of business management is not all about cash flow, spreadsheets, and marketing, there is the tricky business of human behavior that must be attended to. Most business managers who studied management in school spent a lot more time in accounting and economics class than they did in psychology class and sometimes human behavior can be quite a mystery. In a company not only leadership, the workforce is also an important component. we should treat people equally, no prejudice. This requests us management must be more humane. However, human resources management also plays an important role, and it has attracted the attention of managers. Now the first problem is coming. What's the staff's enthusiasm?
It's quite simple. People's enthusiasm is the interest for his work, and how much he would pay for work. Since the company is a collection of people, the passion of every employee will influence the frim more or less. (SUFF, R. 2009)
Why should we inspire the employees
Many manager still hold the old opinion that a person will finish his job constrainted by moral and money. Of course, both are effective for pulling the job off. Otherwise they could finish it without efficiency. I do believe these no proficient work seriously affect the enterprise's efficiency. On the contrary, with a higher work enthusiastic, people can efficiently perform work, so as to enhance the company in this respect benefit. What we should do is just let every employee be interested in his work and arouse his enthusiasm to make the company's benefits the whole enhancement.
The so-called personnel encouragement means the corporation stimulates from outside to incite the staff's needs, desires and motivations. Form a specific goals and insure when the employee attain his goal he remains a high spirits, sustainable positive state and releases the vast industrial potential. The psychological studies show that people are motivated while they experience some unsatisfied needs or uncompleted goals. Thus, the needs or goals, can be either physical and material, or mental and spiritual. In reality, people's demand is not single. Otherwise there will be exist various needs.( http://wenku.baidu.com/view/e093288fcc22bcd126ff0c7c.html)
Personal behavioral motive is governed by the most stronger and important need among all his demands. This kind requirement is called predominant demand. The encourage process can be considered as the process of meeting the predominant needs continually. So the the staff stimulation is a double-edged sword with advantages and disadvantages. Let's take a view on the advantages¼š
1. It is good for inspiring the staff's spirit and taping it's potential. No matter how talented he is, if the stimulate and his own impetus are not enough he would never have wonderful work effectiveness; on the contrar/y, if a person who keeps a normal level but well encouraged will show great enthusiasm and perform great. You can see, the stimulate policy make an important effect on arousing their positivity.( http://www.sgcc.com.cn/ywlm/kcxfz/hr-e/default.shtml)
2. It is beneficial to improve the staff's quality. Considering the constitute of people's quality. But fundamentally speaking, it is up to the study and practice afterwards. By this way, human can enhance its quality and the proper process of commercialization.
3. It is propitious to improve the efficiency. He works efficiency and the performance relay on 2 basic factors: one do you have the ability; second will you use you ability. The former is about whether you has ability and qualification for this job; the latter means weather you have aspiration, energy and enthusiasm for the work. When the high level develops and manage the human resource, regularly the most difficult work is to do the job also with enthusiasm. ( http://www.seiofbluemountain.com/upload/product/200910/2007.com)
Also there are some disadvantages. People always have a lot of desires, such as higher wages and bonuses, position advancement, the social ladder, the housing problem, and more benefits. How to meet their demands and how to satisfy their demands, and let them work enthusiasm as can continue to keep is a ticklish problem.
After all, since the work enthusiasm is so important, here comes another question, how to stimulate the enthusiasm of the employees¼Ÿ
How to stimulate the enthusiasm of the employees
While, le's see a case: Starwood hotels classify all the staff into 5 parts. The first proportion is the elite group about 10%; than the lower part about 15%; next is the intermediate level about 50%. Their minds are changeful. Also they own the choices to choose where to go; then the forth one, which need to be pushed forward, about 15%; finally the last 10%, the corporation has no choice but to retire them. This elimination mechanism presses the staff. However, it encourages them either.( GOODGE, P. Revised November 2009 Hotel Staff Management)
This example shows the employers should let the workforce know: they will be discharged if they slack or have no performance. Nowadays living in a stiff competition society, the stress of losing jobs will stir up the work enthusiasm greatly.
The second case: 95% of the MacDonald's managers are starting from workforce. The company spends 12 million Yuan on cultivating the staff including routine training and studying in the Hamburg. MacDonald's owns 3 training centers in China. All the teachers are the experienced operating people of the company. The purpose is to let the personnel develop faster. The talent structure is liking a pyramid in many firms, the higher, the fewer. Otherwise the MacDonald's talent structure is like a christmas tree-you will be promoted if you have enough capable and to become a branch then another branch. You always have chance to be promoted because it manages a chain business. The CEO of MacDonald Beijing company has said: " There is a ladder in front of everyone. Don't considering wether I will be pushed down by others, just effort for your target. For example, in the 100 meters race, tiny time decides the consequence. The treatment is also different. I encourage the my staff pursue excellence and the best."The composition like MacDonald makes every employee keep the Down-to-earth fath. Summing this case, as the high-level we need to give chances to the staff for training to advance their quality. During the Information Age which knowledge renews more and more consquence, for both personally and corporately, to succeed in fierce competition requires "Lifelong learning"and " Establish learning organization". The enterprises should develop the potential through the cultivates to preserve and increase the value of the personnel. It is not only the need to arouse their enthusiasm, but also extremely important part to reserve and enhance the marketability. Of course, there are many ways to encourage the staff. After all, every company should depend on its ownactual situation and acquaintance the needs of its staff and itself clearly, then take the corresponding method.( Ruth Mayhew, 2010)
Generally speaking, Today's fast-moving business environment demands that the effective manager be both a well-organized administrator and highly adept in understanding people's basic needs and behaviour in the workplace. Gaining commitment, nurturing talent, and ensuring employee motivation and productivity require open communication and trust between managers and staff.
Understand their behavior
Employees are "trainable"-at one level, humans are just animals and our behaviors can be understood as a series of stimulus and response patterns. At a very basic level, we repeat behaviors that have worked for us in the past and fail to repeat behaviors that have not worked for us. This concept is called behaviorism and it says that when employees are rewarded for good behavior, they will repeat the behavior. In a bad job, the only reward an employee gets is a paycheck and he or she will do as little as possible to keep getting that reward. In a good job, there are constant rewards; even praise can be considered a motivating reward that encourages good behavior.
An interesting thing to note about behaviorism is that punishment is only used to reduce behavior. If you want any sort of behavior to increase, you need to reward the behavior, not punish a person for lack of it. For example, if you want an employee to clean up their area at the end of the shift, punishment for not cleaning will not instill the behavior (although it might work for a while). If you truly want to change behavior, you need to give a reward for cleaning the area. This doesn't mean you need to follow your employee's around throwing treats all day long. The reward can be, "as soon as your area is cleaned, you can go home". If going home is rewarding, that will soon become associated with cleaning the area. You don't want to get in the habit of treating employees like pets, but it is good to understand the basic nature of human behavior and how reinforcement works.
Employees need to feel empowered-big behavior problems can result from employees feeling powerless in their roles. Feeling powerless can manifest itself in different ways with different employees; some will take a passive aggressive stance, gaining power by what they don't do rather than what they do do. Other employees might respond to feelings of powerlessness by more aggressive means, like gossiping and badmouthing the company. Still others might take out the feelings on subordinates or even on their customers.
To help your employees feel empowered, they should have a say in setting their own goals and they should always be treated with dignity and respect. Another way to empower your employee is to support the employee in a public situation. If they make a decision, do not usurp their power by correcting them in public (of course, there are exceptions to this rule) instead, support the decision and then discuss other options later, in private. Empowered employees make great employees; underpowered employees make bitter enemies that are hard to deal with.
Understand cultural differences-human behavior is largely influenced by culture. If you find that you don't understand the behavior of an employee, you might want to consider the cultural background of the employee. As a manager, you should educate yourself, learning what you can about the person's cultural heritage. In some Asian cultures, people are encouraged never to offer an opinion unless they are asked. If you have an employee with a similar background, you might need to ask for feedback more than you would from an American who values individual opinion and freedom of speech(McCarthy Holdings,2008)
Be sure that people's lower-level needs are met.
If motivation is driven by the existence of unsatisfied needs, then it is worthwhile for a manager to understand which needs are the more important for individual employees. In this regard, Abraham Maslow developed a model in which basic, low-level needs such as physiological requirements and safety must be satisfied before higher-level needs such as self-fulfillment are pursued. In this hierarchical model, when a need is mostly satisfied it no longer motivates and the next higher need takes its place. Maslow's hierarchy of needs is shown in the following diagram: esteem need, social needs, safety needs and physiological needs.( Greg Edwards,2010)
Now let's move to some details. Physiological needs are those required to sustain life, such as: air water nourishment sleep. According to Maslow's theory, if such needs are not satisfied then one's motivation will arise from the quest to satisfy them. Higher needs such as social needs and esteem are not felt until one has met the needs basic to one's bodily functioning.
Once physiological needs are met, one's attention turns to safety and security in order to be free from the threat of physical and emotional harm. Such needs might be fulfilled by: living in a safe area, medical insurance, job security, financial reserves. If a person feels that he or she is in harm's way, higher needs will not receive much attention.
Once a person has met the lower level physiological and safety needs, higher level needs become important, the first of which are social needs. Social needs are those related to interaction with other people and may include: need for friends, need for belongs, need to give and receive love.
Once a person feels a sense of "belonging", the need to feel important arises. Esteem needs may be classified as internal or external. Internal esteem needs are those related to self-esteem such as self respect and achievement. External esteem needs are those such as social status and recognition. Some esteem needs are: self-respect, achievement, attention, recognition, reputation.
Maslow later refined his model to include a level between esteem needs and self-actualization: the need for knowledge and aesthetics. Self-actualization is the summit of Maslow's hierarchy of needs. It is the quest of reaching one's full potential as a person. Unlike lower level needs, this need is never fully satisfied; as one grows psychologically there are always new opportunities to continue to grow. Self-actualized people tend to have needs such as: truth, justice wisdom, meaning. Self-actualized persons have frequent occurrences of peak experiences, which are energized moments of profound happiness and harmony. According to Maslow, only a small percentage of the population reaches the level of self-actualization.(Maslow,2006)
If Maslow's theory holds, there are some important implications for management. There are opportunities to motivate employees through management style, job design, company events, and compensation packages, some examples of which follow:
Physiological needs: Provide lunch breaks, rest breaks, and wages that are sufficient to purchase the essentials of life.
Safety Needs: Provide a safe working environment, retirement benefits, and job security.
Social Needs: Create a sense of community via team-based projects and social events.
Esteem Needs: Recognize achievements to make employees feel appreciated and valued. Offer job titles that convey the importance of the position.
Self-Actualization: Provide employees a challenge and the opportunity to reach their full career potential
One of the fastest, easiest, and most effective ways to improve business and increase sales is to raise employee morale. When your employees are happy and have pride in their jobs, they are much more likely to make customers feel comfortable, to provide better service, and to sell more. There are a number of small ways you can show your appreciation for employees, and boost morale. You should get in the habit of offering praise to your employees for a job well done, and perhaps even offer prizes for outstanding customer service or employee of the month.
A great prize for a job well done is different mouse pad types. Your employees likely use a computer at work, and they definitely use one at home. An employee will love a photo mouse pad of themselves, their coworkers, or some other significant item.
Whether at their computer at work, or at their home computer, your employees will feel proud that they were able to earn a prize for a job well done. Rewards are often something we associate with children, but adults also respond to positive reinforcement. If they are recognized for doing well, they will continue to do well. If employees feel appreciated, they will appreciate customers more, and treat them exceptionally well. Great customer service is surprisingly not that common, so your employees will become the talk of the town. With your new employee morale strategy will come more customers.
There are a number of other ways to build employee morale and pride. Positive feedback, public recognition, and more. But these strategies are even more effective when paired with small, tangible items symbolic of your appreciation. Offering something as minor as photo mouse pads shows how much you value your staff. Being valued is something that everyone seeks. It is incredibly important to everyone. If you show your employees how much you value them, they will do an even better job, and they won't have a reason to seek employment elsewhere.
Many managers like to hide away behind closed office doors, keeping contact to a minimum. That makes it easy for an administrator, but hard to be a leader. It is far better to keep your office door open and to encourage people to visit you when the door is open. Go out of your way to chat to staff on an informal basis. Keep in mind that building rapport with your staff will effectively increase employee motivation.
Get to know your employees and let them know that you are interested. If you simply see them as blind sheep doing your bidding, they will give you the least that they can get away with. If they see that you have their best interests in mind as well as your own, they will bend over backwards to help you. Building rapport begins with getting to know them.
Follow through with your interest as well. Just sitting down and asking how many kids they have will not do the trick. You have to follow through and genuinely care about their lives and interests. Fake interest will be noticed immediately. Invest in your employee's lives.
The next step to building rapport with your employees is to show them you can be trusted. If you promise a vacation, then follow through on that promise. If you say they will be promoted, then make sure it happens. If you promise an office party, then make sure you give them one. Trust is everything when building rapport.
Spend time with your employees, even if you are located elsewhere for your daily job. Even managers that are located off site can have an impact on their employees. Stop in for no other reason than to help out one day. Spend some time training them and answering questions. Let them know that you understand that they are the key to your success.
Always be honest with your employees. This includes when you have to deliver bad news. If you tell them the truth, then they will respect you and take the bad news much easier. If you cloak the bad news with false promises, then you will lose all trust with the employees. It is easy to give out good news and praise, but giving out bad news is where great managers are made.( CHARLES, A.C. 2007)
Make absolutely certain that you consider your employees in all decisions. If you ignore them as a consideration, they will begin to feel unimportant and used. This is the biggest trap new managers fall into, because they are often only worried about impressing their own bosses. Do not throw your employees under the bus to further your own career.
When you do deliver bad news, make sure you consider the feelings of the employee. Do not do it out in public, and do not gossip about it afterwards. Employees are smart and will see that they too are at risk of similar behavior from you.
Building rapport with employees is really as simple as gaining trust, treating with respect, and remembering that your employees are the key to your own success. In many areas of a manager's job, from meetings and appraisals to telephone calls, listening plays a key role. Listening encourages employee motivation and, therefore, benefits both you and your staff. So make an effort to understand people's attitudes by careful listening and questioning and by giving them the opportunity to express themselves.( http://www.ehow.com/how_734728)
Use the strategic thinking of all employees
It is very important to inform people about strategic plans and their own part in achieving the strategies. Strategic thinking is the process of developing and evaluating every decision and action in light of current and future circumstances, the direction you want to go in and the results you want to achieve. It involves being able to apply possibility thinking to every situation. It is not about doing "business as usual" but rather pushing the envelope to see what can be done smarter and what else can be done "instead of", or as an "add on", that would maximize opportunities. Every challenge, every problem, or every action that someone needs to face or embark on in the organization needs to be assessed in light of the broader context. This wider framework will better inform decision-making and ensure the functioning in an organization is done in a more integrated fashion and is aligned to the strategic goals.
Strategic thinking implies that all variables are considered - those that pertain to the internal environment of an organization or work area, and to the market environment outside of the organization and to the much broader macro external environment. Patterns and trends must be ascertained and the potential impact assessed so that adjustments can be made in a timely manner. Thought must be given to what actions the organization can take to proactively influence the circumstances in its favor.
On a daily operational level, it consists of considering every factor that could impact upon, or be impacted by, any decision made or action taken. It involves ensuring alignment to the organization's goals. The potential impact is ascertained so that strategic decisions can be made and subsequent required actions planned for.
Here the ability to: see the big picture; initiate innovative ideas; conceptualize complexity; know the right questions to ask; think horizontally and simultaneously; know when to ask searching questions; integrate concepts, however disparate; apply lateral thinking to different situations; challenge current processes, practices and strategy; unearth alternative approaches, solutions or methods. (http://www.buzzle.com/editorial/11-24-2006-8225)You can take trouble to improve their understanding and to win their approval, as this will have a highly positive influence on performance and increasing employee motivation as well.
Pushing the power of decision-making downward reduces pressure on senior management. It motivates people on the lower levels because it gives them a vote of confidence. Also, because the decision is taken nearer to the point of action, it is more likely to be correct.
Consequently, by encouraging them to choose their own working methods, make decisions, and giving them responsibility for meeting the agreed goal will encourage employee motivation among your staff.
Teach even entry-level employees the basics of management practices and give them the authority to do things often reserved for management, like closing a location or implementing ideas that might increase efficiency. Maybe even let them have a say in hiring, or design a role for some of your employees in the hiring process. Most importantly, pay them more when you give them more responsibilities. Let them associate increased work with increased wages.
Have an open-book policy regarding your financial records, especially expense accounts. Let your employees see where money was coming in and going out, who it was being spent on, what sorts of discounts people were getting, etc. Dorian Drake International implemented this plan in 2002 and some of the immediate benefits were that employees noticed that some departments were getting vendor discounts others weren't and pressured the company to negotiate for everybody. Also, travel expenses were severely cut, at least partially because everybody in the company would see how much you spent on business trips.( http://www.ehow.com/list_592439.html)
Give your employees the authority to spend money. If there's a customer problem, let them solve it up to a certain amount without having to go through management for authorization or, worse, higher levels of bureaucracy. It doesn't have to be a large amount, but the ability to give away something free or correct an issue caused by your company without adding a wait for approval on top of it ensures better customer satisfaction and will help retain clients, if not also garner referrals.( http://www.csrlaws.com/info-100.html)
While this isn't a solution for all businesses, some places might benefit from de-structuring the workday. Allowing employees to work hours that they are comfortable with and setting concrete goals with deadlines that they have to meet is a good way to relaxing the pressure on them and allowing them to produce most efficiently. If it isn't necessary that they work along a set schedule, focus on a more results-oriented approach to scheduling and let them work out how to get it all done.
Skyline Construction has an innovative idea: let their employees choose their salary. They could pick a salary from within a specific range. The advantage to taking a lower one was that it gave them the opportunity to earn a higher year-end bonus if the company met certain goals. Many employees took lower salaries throughout the year, but worked harder to meet and exceed those company goals, many earning more as a result of their bonuses than they would have if they had taken the maximum allowed wage.
These are only some ideas of what you can do to make your employees feel as if they are a real part of your company. All the methods can help you stimulate your personnel's enthusiasm. As I have said in the beginning. A company is consisted by leadership and employees, a set of people. You can't do everything yourself, nor should you try to. Giving your employees a little extra responsibility and stimulating their passion in the correct way, they must surprise you with how they run with it. Finally you will really succeed.
As we all know, employees are the engine of progress, and if the full horsepower of this engine, the business will develop quickly, otherwise the business will stagnate. In the past, many enterprises through the pay system and management system to improve staff motivation towards work, but now, in fact, we should explore from human nature, the perspective of corporate culture to stimulate the enthusiasm of the staff. Remember, people are not machines, but the emotions of animals
For hospitality industry, the enterprise system construction has the reference value. It is helpful for improving employees' enthusiasm in hospitality industry. Also, the enterprise system construction is crucial to the effective management. Employees can only perform remarkable under several outstanding systems. Accordingly, the construction of these syetems deserves great endeavor. Several systems are considerd necessary in hospitality industry. Firstly, for the scientific pay system, it is known as
a set of reasonable pay system, within which the employees are payid directly linking to their performance. In that situation, employees want to perform very well for getting their relevant reward. The standardized performance appraisal system is useful for forming a nice specification of employees' service. At the same time, it is avoidable that the unfairness occur. For the sake of high labor-intensive trait of the hospitality industry, fair, just and open promotion system is contributed more to increasing employees' enthusiasm.
The organizational culture of company is also important in hospitality industry. Every indication shows that there is a high rate of employees' turnover in hospitality industry. Employee's loyalty should be seriously considered. The construction of loyalty culture is the key to success of hotel's long-term development. Increasing employee's loyalty can decrease the high turnover rate, which conduces to reducing the expenditure of recruitment. For the different manner of management, it can make the management become more and more efficiently. It also can contribute more to stimulating the enthusiasm of the employees in hospitality industry.