UEH UNIVERSITY COLLEGE OF BUSINESS SCHOOL OF MANAGEMENT HUMAN RESOURCES MANAGEMENT Group: 1 Group member: Lê Duy Khả Mân _ 31211020146 Phạm Gia Vinh_ 31211024054 Đàm Mẫn Xương _ 31211020352 Nguyễn Thiên Duyên _ 31211021138 Nguyễn Khánh Huyền_31211026129 Huỳnh Thị Ngọc Hân_ 31211025016 Course’s code : 23D1MAN50204801 Lecturer : Trương Nữ Tô Giang 1 1 CHAPTER 1: INTRODUCTION I. HAIDILAO HOTPOT Haidilao is one of the most well-known restaurants founded in Sichuan (China) in 1994. The founder is ZhangYong - has carried out the service differentiation strategy for 17 years. After that, around 100 restaurants have been opened in key Chinese cities and other international markets as a result of its quick development and growth. 1.443 restaurants were opened in China, Hong Kong, Macao, Taiwan and other 11 countries with more than 378 million customers. Haidilao wins over many of its competitors because of its customeroriented attitude and attentive staff. It is crucial to realize how remarkable a service Haidilao is delivering to consumers since regular people have collectively established a great customer service system in this organization. II. JOB INTRODUCTION 1. JOB DESCRIPTIONS Title: Waiter Department: Customer Service Reports to: Customer service manager, Head waiter/waitress 1.1. Overview of Haidilao The international chain of hot pot restaurants - Haidilao Hot Pot was established in 1994 in China's Sichuan Province. It started out as a small shop that sold "hot and spicy soup." It later developed and expanded its menu, eventually becoming the most popular hot pot restaurant in the country. Over the past 22 years, Haidilao has owned more than 200 direct marketing stores in China and opened a number of stores in Singapore, Japan, and Korea. Arcadia saw the opening of the first American store in September, 2013. 1 1.2. Purpose of the job The aim of the waiter is to build repeat business via providing excellent customer service to customers in order to maintain the potential customer base and attract new customers. 1.3. Task and responsibility 1. 3.1. Preparing - Regularly observe and fill up the ingredients at the condiments, the drink counter and the buffet lines. - Clean the dining area of customers thoroughly before welcoming new guests. 1. 3.2. Serving - Welcome and greet the customers kindly and politely. Answer their questions and make recommendations accordingly. - Receive the order requests and forward it to the relevant department. - Take care of customer’s further requests such as: holding birthday parties, communicating, keeping up-to-date social trends. - Deliver food, beverages, condiments, and other as requested by customers. - Serve drinks frequently and ensure that customers feel comfortable when they are enjoying their meal. - Ensures that food is prepared correctly and to customers satisfaction; returns incorrect or improperly cooked orders to the kitchen. - Always stay nearby and ready to listen and respond to the customer’s questions. 2 - After customers finish their meal, give customers the bill when they ask for and guide them to get to the checkout counter to do their payment. - Waving the customer off and reminding them to take their stuff when they are about to leave. - Attend to the needs of customers while they are waiting. If they want to get their nails done or eat ice cream, you should act quickly. 1. 3.3. Re-setup - Carry dirty plates, glasses and silverware to the kitchen for cleaning. - Clean up the table and maintain a tidy dining area. - Arrange to prepare the necessary tools in the nail area. 1. 3.4. Other tasks - Provide relevant and exceptional service to customers to ensure their satisfaction. - Follow up the schedule and complete other tasks assigned by superiors actively and efficiently. 2. JOB SPECIFICATION Title: Waiter Department: Customer Service Reports to: Customer service manager, Head waiter/waitress 2.1. Overview of Haidilao The international chain of hot pot restaurants - Haidilao Hot Pot was established in 1994 in China's Sichuan Province. It started out as a small shop that sold "hot and spicy soup." It later developed and expanded its menu, eventually becoming the most popular hot pot restaurant in the country. Over the past 22 years, Haidilao has owned more than 200 direct marketing stores in 3 China and opened a number of stores in Singapore, Japan, and Korea. Arcadia saw the opening of the first American store in September, 2013. 2.2. Purpose of the job The aim of the waiter is to build repeat business via providing excellent customer service to customers in order to maintain the potential customer base and attract new customers. 2.3. Knowledge requirements - The basic knowledge about the dishes and beverages on the menu. - Have basic knowledge of basic calculations. 2.4. Skill requirements - Have basic serving skills. - Good at teamwork and multitasking skills. - Active listening and effective communication skills. - Be able to communicate with customers fluently. 2.5. Ability requirements - Be able to work in a fast-paced and stressful environment. - Be patient, hard-working, and calm. - Flexibility at the workplace. 2.6. Other characteristics - Age: from 18 to 26. - Physical health meets the requirements of the food industry. - Be friendly, enthusiastic and out-going. - Be willing to work overtime. - Have a sense of humor. 4 - Priority is given to those who have a passport (Having the opportunity to train abroad). - Priority is given to those who know English or Chinese and have high level of education. CHAPTER 2: BODY I. HR PLANNING REPORT A planning report is an essential document that outlines the scope, objectives, strategies, and action plans required to achieve organizational goals. The report serves as a blueprint for effective decision-making, allocation of resources, and monitoring of progress towards set goals. A well-crafted planning report provides insightful analysis and recommendations based on a thorough review of relevant data, trends, and projections. It provides a framework for evaluating various alternatives, assessing risks, and identifying opportunities for growth and improvement. This report is crucial for our organization to achieve their long-term objectives efficiently and effectively. This planning report aims to provide an in-depth analysis of the current situation, present plausible strategies, and recommend specific actions necessary to achieve them. 1. Forecasting Demand 1.1. Retirement and Promotion: Recently, Haidilao has had more than 200 direct marketing stores in China for 22 years. Moreover, there are a number of stores in many countries such as Singapore, Vietnam,… At the moment, Haidilao managed to decrease the amount of restaurants in Vietnam due to the economic instability. However, the restaurant chain can be expanded in May so it will increase the amount of the labor demand of the restaurant. A new restaurant is also about to be opened. So, we decided to increase the labor demand. We want to find more 5 waiters/waitresses which are professional to provide the most excellent customer service to maintain the potential customer base and attract new customers. In Ho Chi Minh City, we decided to open two new restaurants in Saigon Centre (Takashimaya) at 92-94 Nam Ky Khoi Nghia Street, Ben Nghe Ward, District 1. The other will be in AEON Mall Binh Tan at 1 Street No. 17A, Binh Tri Dong B, Binh Tan District. Because of transferring some employees from the old branches, we have to hire the new person, about 40 people, ⅔ are parttime employees, the rest will be full-time. We intend to promote the staff, according to the following flow: - Restaurant manager: One of the key responsibilities of a restaurant manager is to ensure that all of the patrons' requirements are met at all times, which necessitates a full convergence of elements and abilities, including staff management, financial management, service quality, etc. - Dining manager: To produce input commodities that fulfill criteria, consider and choose ingredients. Chefs and kitchen helpers should be directed and held under control to ensure that foods are prepared correctly. - Waiter: The waiters will introduce clients to food and beverages and be knowledgeable about the restaurant's menu items. Afterwards it will obtain the customer's order details. Together with serving as waiters, the team also assists clients with other problems. - Cashier: include calculating invoices, issuing bills to customers, inspecting the entire counter, going over the briefing book, and going over the instruments and equipment at the cashier counter. Verify the previous shift's invoice. 6 - Other staff: In addition, at Haidilao, there are other employees such as noodle shop staff, nail staff, entertainment area staff, security guards, etc. 1.2. Business Scale Expansion Firstly, Haidilao is easy to expand more branches to strengthen the existing market position. In Haidilao's marketing plan, word-of-mouth advertising can be considered the promotional component. Haidilao has earned a reputation as a restaurant with high-quality service by impressing and comprehending customers. The most effective way to develop a brand is through customer reviews and grateful comments. This is one of the most important reasons why customers choose Haidilao as their destination. In the future, this issue will always be the most concerning and developed in all aspects in Haidilao. Secondly, while the customers are waiting, diners are given access to nail services, snacks, hair accessories, and clothes for cleaning their glasses. There is also a play area for kids. Best of all, everything is free. This is the highlight of Haidilao's marketing strategy and will never disappear. Thirdly, technology is evolving and becoming more and more indispensable in people's daily lives, so Haidilao needs to advance its ecommerce platform sales capabilities. Haidilao has to develop more products which can be sold online on e-commerce platforms to serve numerous clients who are unable to purchase food at the restaurant. Finally, Haidilao will open more branches in traveling cities such as Da Lat, Nha Trang, etc. However, after taking note of the closure of several branches in 2021, we will continue to operate one to two branches in major cities. 7 Due to these scales, we will have to hire more staff to be able to better serve our customers and at the same time have enough staff to work in the new branches and limit unnecessary problems. 1.2.1. Forecasting Supply As previously stated, we have plans to initiate the opening of two additional branches located in HCM City, thereby causing some modifications in the upcoming six months (starting from May 1st). One branch contains approximately 20 employees, of which 40 experienced employees and 4 head waiters will be transferred to both of the new branches with the goal of ensuring the maintenance of the restaurant's elevated standards. Furthermore, among the 4 most outstanding waiters who have been working for over 2 years, will be appointed as the head waiter for the old branches. 1.2.2. Solution Regarding the information of forecasting demand and supply, when Haidilao opens the new restaurants, the labor demand will grow more significantly than labor supply. The solution for this problem can be to hire more temporary employees to fulfill the tasks and encourage the old staff to work overtime by giving them more benefits (bonus, more day-off). II. RECRUITMENT ACTIVITIES 1. Definition of recruitment: Recruitment is a process that consists of any practice or activity carried on by the organization to identify and attract potential employees. 2. Personnel policy: Personnel policies are decisions of a company about how it will carry out human resource management, including how the company will find the job position. These policies have an influence on the characteristics of the positions 8 filled. Personnel policies play a vital role in predicting job choice. Our personnel policies are: ● External recruitment: Our company employed employees who are not currently working for us. Creating and engaging with a talent pool, enhancing company branding, posting job descriptions on various job boards, and other activities are things included in external recruitment. ● Promotion with-in: Our company fills upper-level vacancies by recruiting candidates who are already working in our chain of restaurants. ● Social presence and reputation: Organization promotes itself to help draw applicants. Because image advertising influences the degree to which the person feels attracted to the organization, the company tries the best to show all the strengths of the company to attract candidates. 3. Recruitment source 3.1. External source: 3.1.1. Sources ● Electronic recruiting Finding more new employees by posting recruitment information on + The restaurant’s website: posting the job description and job specification on the website + Social media (Facebook, TikTok,...): create Tik Tok videos about Haidilao’s working environment and benefits, running advertisements. + Various job search and networking platforms (YBox, TopCV): posting the job description and job specification on the website 9 Official information channels such as restaurant websites often can reach many candidates of all different fields and positions. Therefore, when posting job postings on Haidilao websites, the recruiter can find suitable candidates for the position that needs recruiting. This is a significant benefit because it helps to get suitable candidates in the shortest time. Although there are numerous recruitment methods such as leaflets, internal recruitment, telephone recruitment, and recruitment through Facebook, recruitment from the website is considered to be the most economical and effective. Most of the employees that Haidilao wants to target are from the age of 18 to 26 - people who spend a lot of time on social media such as Facebook, and TikTok. So when the company promotes job postings on social media, it will reach more potential candidates and those people can see the job postings more. Additionally, those people can easily share with their friends and spread to more people which is beneficial to the company. ● Colleges, universities, and vocational schools - Partnering with vocational schools that train service students to provide them with suitable jobs. - Attend job fairs or career days at colleges, universities,... Students are the most potential human resource that our company often targets for both part-time ( freshman and sophomore) and full-time positions as well as an internship ( Students are the potential human resource that the fulltime as well as intern (3rd year, 4th-year students). When the company participates in universities or colleges’ career days, the company can easily reach students who want to find a job to earn a living. In addition, through those days, the company can interview quickly as well as get more potential candidate data for its recruitment department. the company's reputation will be more trusted by students when they are admitted by universities or colleges to be in 10 their career days. These days, the company can also promote its brand, recruitment requirements as well as a working environment. ● Build candidate databases. Building candidate data has now become an essential aspect of the hiring process. Currently, data is considered to be a powerful source of the company. Sources of candidate data collected by employers can be a useful way to serve the following activities: - Help synthesize and categorize candidates from many sources, help search and filter CVs easily and quickly. - Store candidate databases effectively for the activities such as assessments and ratings, tracking the progress of working with candidates, and analyzing and optimizing the recruitment and selection process. 3.1.2. Advantages and disadvantages: ● Advantages: When hiring from outside the company, recruiters post open positions and invite qualified people for interviews. Finding talents that can align with business culture and possess the skills needed is the employer's accountability Benefits ought to be considered: - Greater likelihood of discovering your ideal prospect. - New insights and abilities. - A decrease in internal issues. - A healthier workplace. - A good way to strengthen our company and weaken competitors at the same time. ● Disadvantages: 11 - A protracted and drawn-out procedure: It can take a lot of time, which is one of the main reasons marketers dislike external hiring. There is a lot to do, from creating a compelling job description to publish on job portals to get ready for the interview and onboarding. - A higher risk: having access to fresh viewpoints and skill sets comes with hiring outside personnel, but there may also be a number of risks to consider. Even the best outside personnel might not fully understand the nature of your company's operation. In the end, this can prevent them from quickly adapting. - Expensive procedure: It can cost the company a large amount of money to advertise a job profile on various portals. You can get the most exposure on these sites by using the premium features. By focusing on niche boards, you can also increase your outcomes while spending less money. However, the longer your advertisements run, the more money you'll have to spend without any assurance that you'll find the talent you want. 3.2 Internal source: The internal source is employees who are working other positions in the company. The company recruits existing employees through job posting about the vacancy on company bulletin boards, in employee publications, ott anywhere the company can communicate with employees. Company also choose which employees to recommend for the position. Candidates may have a positive view of the organization's jobs if its policies place an emphasis on promotions and even lateral moves to gain more extensive professional experience. The use of internal sources also has an impact on what kinds of people the organization recruits. 4. Traits and behaviors: 12 ● Recruiter traits: - "Warm”: The recruiter should be enthused about the applicant's ability to devote to the company and genuinely care about the candidates. Besides, paying attention to and actively listening to what the candidates say is a way to show respect to the candidates. - "Informative”: provides the kind of information the applicant is seeking. ● Recruiter behaviors: - Realism: avoid exaggerating the positive features and downplaying the negative features. Because a recruiter's purpose is to draw in candidates, they might overstate the position's benefits and minimize its drawbacks. However, the candidates may be less willing to pursue jobs when negative information comes out. But the candidate may be misled and persuaded to accept a job that has been misrepresented if the recruiter overstates the positives and trivializes the negatives. Unmet expectations may then be a factor in a high turnover rate. Those who accept that employment may start to assume that the employer is dishonest if recruiters give exaggerated job descriptions. - Realistic job previews: the background information about jobs' advantages and disadvantages. In addition, our recruiters also do these things to have a more positive impact on the candidates: - Recruiters provide feedback promptly. Because candidates, generally, want feedback as soon as possible, recruiters will avoid delaying feedback in order not to lead the candidates to think negatively about the company. 13 - Recruiters also avoid acting offensively. They avoid acting in ways that could provide the wrong picture about the company. III. SELECTION PROGRESS 1. Definition of Selection Selection is the process that will be carried out after the recruitment step is finished. At this stage, Organization will make decisions about who will or will not be invited to join the organizaion. To select the most suitable employees for the vacancies of a organization, many factors of the employees must be taken into account, such as: the qualifications, experiences, skills and especially the working attitude. Each organization will have their own selection criterias and process. However, the process must be developed based on the job description and job specification. In order to find employees that can work energetically as a waiter, there are so many factors that we need the candidates to require. In order to find out the most suitable candidates for the job position, we decided to design the selection process. The process consists of two stages. Firstly, We receive the CVs and the application forms of the applicants and evaluate them to find out the potential applicants. After that, we will contact the applicants that we considered potential to inform them about the interview schedule and they will be interviewed with a set of questions and the applicants that meet our requirements in answering those questions will be our employees. 2. Receiving and evaluating job application 14 At the first stage, we will receive from several sources, such as: email, Zalo, application form on our website and social media channels. And we will evaluating those CVs following our requirements: 2.1. Simple title: ATS sorts resumes in accordance with the idea that the title reflects the detailed presentation content after scanning resumes for pertinent keywords. These screening tools, however, are unable to identify books whose complete keyword is not present in the database. It is crucial that the CV adhere to a standard title guideline, such as Work Experience, Work History, or Experience specialize, rather than simply customizing to personal taste. In addition, CVs possessing change and investment such as: rename the "Work Experience" (or "Work Experience") section to "Professional Contributions" (or "Professional Contributions") will impress recruiters because it stands out from the crowd. Company will concentrate on the 15 essentials, which are job experience, education, training, and specialized skills, in order to filter and select candidates. 2.2. Immaculate format: One of the key elements recruiters requires their applicants if they want to pass the ATS is the structure of their CVs. In other words, ATS will become readily confused if there are any "flying" images, icons, logos, text frames, or signs. So the "mustache" nonsense will be ignored and company just concentrate on the information instead. While some companies in particular industries may favor CVs with distinctive creative layouts, the majority of employers will prefer to read resumes that are crystal obvious, succinct, and unaffected by confusing factors. Additionally, when used on essential information, formatting tools like headers and footers sometimes cause more harm than good. merely because some ATS will exclude them. 2.3. Industry-related information There will be specific conditions and specifications for expertise, qualifications, and qualifications for each profession and area. Due to the fact that these words or phrases frequently refer to the abilities and knowledge required for the position, ATS (and recruiters) frequently concentrate on searching for applicants who specifically mention those abilities. Include that data in their resume. When most employers will enter those keywords into the system, using the job description to find key words and phrases is a good way to make sure your CV is pertinent. Examine suplitants profiles using criteria like requirements, duties, personal traits, etc. 2.4. Inspect for usual errors 16 Clearly, this statement is accurate in every situation. recruiters will disregard the resume which has spelling mistakes. All CV of candidates always complies with the standards for presentation and spelling. 3. Interview At the second stage, the applicants that pass the first stage will be arranged to interview with the head waiter of the restaurant. We will contact them to correspond about the date that they can come to our place for an interview as well as the document that they have to bring along when they come for the interview. Firstly, the applicants that pass the CV stage must fill in the application form from our restaurant which will be emailed to them and print it out to bring to the interviewer. Beside that, they have to bring along the photocopy of their identification so our restaurant can have the particular information of our employees. We also required the applicants to dress formally, without revealing tattoos (If they have any). After the applicants give the application form and the identity to the employer, the employer will check and go through their information in a short time. Then they will ask the applicants with the following set of questions to observe if the applicants are suitable with the job. No Question 1 Self introduction 2 What are your job objectives? 3 What are your abilities that you think would help you fulfill this job? 17 4 What are your weaknesses that you think would be difficult for you to fulfill this job? 5 Did you have any experiences in this type of occupation? 6 What would you do to deal with the pressure in the workplace? 7 Why do you want to apply for this position? 8 How much is your salary expectation? 9 What do you think about working overtime? 10 How long will you be with us? 11 If the restaurant is very crowded and there is not any table left but the customers still want to have a table right away and they’re very angry about it. What would you do to ease them? 12 If you bring food to a guest but slip and spill the food on the guest, how would you handle it? 13 If your branch does not have a promotion but customers insist on having a discount, how would you handle it? The applicants that can answer these questions confidently, fluently, and meet the information extraction purpose of the questions will be the potential candidates. Moreover, candidates who show agility, well adaption to unexpected situations and offer appropriate solutions to situational questions will be considered to become the official employees of the restaurant. IV. TRAINING PROGRAM 18 1. Introduction Businesses, generally, are here to generate revenues. The contribution of business functions to business success must be demonstrated. The success of the company is closely related to the efficiency in the job of the employees. Therefore, the company's business plan should be achieved through training programs. Employee skill development can be aided by training, which positively impacts the company. Training is an organization's planned efforts to assist employees in acquiring job-related knowledge, skills, abilities, and behaviors with the intention of putting them into practice on the job comprise training. Training can take place on the job or in a remote location, and it can range from formal classes to one-on-one mentoring. Training, in whatever form it takes, can be beneficial to an organization when it meets organizational requirements and motivates employees. The objective is to help employees apply the training-emphasized knowledge, abilities, and behaviors in their daily work. Besides, providing employees with problem-solving training to improve staff quality. 19 2. Training design process: Effective training is crucial given the importance of training in modern organizations. An effective training program teaches skills and behaviors that will assist the organization in achieving its objectives as well as what it is intended to teach. HR professionals use instructional design to develop training in a methodical way to meet specific needs in order to achieve these objectives. A profound instructional design process includes 5 steps. Begin with an assessment of the needs for training-what the organization requires that employees learn. Next, the organization ensures that employees are ready for training in terms of their attitudes, motivation, basic skills, and work environment. The third step is to plan the training program, including the program's objectives, instructors, and methods. The organization then implements the program. Finally, evaluating the results of the training provides feedback for planning future training programs. 20 2.1 Need assessments: Need assessments is the process of evaluating the organization, individual employees, and employees' tasks to determine what kinds of training, if any, are necessary: - Organization-What is the context in which training will occur? - Person-Who needs training? - Task-Ịn what do they need training? There are a variety of reasons or pressure points that prompt the company to conduct the needed assessments. They can be: ● Performance problems ● New technology ● Internal or external customer requests for training ● Job redesign ● New legislation ● Changes in customer preferences ● Global business expansion ● New products The outcome of the need assessments is a set of decisions about how to address the issues that prompted the needs assessment. These outcomes can be: ● What trainees need to learn ● Who receive training ● Kind of training ● Frequency of training ● How training should be evaluated 21 Organization analysis A process for determining the appropriateness of training by evaluating the characteristics of the organization. The organization's strategy, available training resources, and management's support for training activities are all considered in the organization analysis . To screen and build a high-quality human resource team that is suitable for the culture and job requirements, employees must receive training. As a result, expanding the business necessitates employing a large number of well-trained individuals in addition to a sufficient number of human resources to ensure that the company consistently delivers the high level of service that its clients have come to expect. Person analysis A process for determining individuals’ needs and readiness for training. It involves answering questions: ● Who needs training? ● Are the employees ready for training? New employees are unaware of the unit's working procedures, including how and with whom they will collaborate. They are also new to their coworkers and the culture of the unit. As a result, candidates need to receive training in order to help them adjust to the new environment, learn how to complete their tasks, and get to know their coworkers. Task analysis The process of identifying the tasks, knowledge, skills, and behaviors that training should emphasize. 22 Because they are new employees, they will be trained on how to serve the customer in the right manner, set up the tables before the customers arrive and re-setup the tables. 2.2. Readiness for Training A program that meets actual demands is necessary for effective training, but it also calls for employee preparation. Employee characteristics and a supportive work environment that facilitate training make up readiness for training. It exists when workers are willing and able to learn, and when their employers support learning. Employee Readiness Characteristics Employees need fundamental learning abilities, particularly cognitive ability, which includes the capacity to use written and spoken language, solve mathematical issues, and apply reasoning to situations, in order to be ready to be trained. Our selection process will select the ones who meet these standards. Because when employees are highly driven to learn, or when they genuinely want to learn the course material, they benefit more from training programs. Our company will motivate the employees by giving them the content of training, the outcomes when they finish training.Moreover, we will actively make training time convenient for the trainees. Work environment There are two characteristics that the work environment relies on: ● Situational constraints: the conditions within the organization that limit the effectiveness of training: lack of time, money, tools, equipment, etc. ● Social support: how managers and peers support and encourage training. Our company will provide the trainee equipment needed to the training program such as tidying tools, the content of training, and the uniform. Besides, the trainer shares experience that they have gone through, encourages one 23 another to learn by giving them a small present after they pass the test, and tries to create a comfortable environment for the trainees to learn by asking about their ideas about a problem, encouraging them to share their thoughts and answer the questions of the trainers. 2.3. Planning the Training Program Objective of the program Our company aims to make the employees have the fundamental knowledge of the tasks, know how to serve the customer in the right manner and the working process. We also want to ensure that the employees will always make the customer satisfied with the high quality service. Training method selection Our company uses the presentation and hands-on method to train the employees. ● Presentation - classroom instruction One of the methods that requires the least amount of time and money to achieve that objective is classroom instruction. The trainers will talk about the history of Haidilao, the workflow, how to best serve customers and do and don't list. Furthermore, the trainer uses audiovisual techniques like slides (like PowerPoint), video clips, interactive links to the Internet, and other audio and visual aids that can supplement lectures so that the employees can easily envision what the job is and what they need to do ● Hands on method: After being trained by theory sessions, employees will be practiced at the workplace. The trainers will guide the tasks that the employee should do such as: setting up tables, collecting dirty tableware, preparing tableware, cleaning, …, receive and greet the customers kindly and politely, answer their questions and make recommendations accordingly, provide relevant and exceptional 24 service (including individualization service and table touch) to customers to ensure their satisfactions. After that the trainer will play the role as a customer and request the staff to do several tasks that can arise in the working shift. The trainer will observe and evaluate the serving attitude of the staff then give feedback and guide them how to support those requests properly. 2.4. Implementing the training program There are a number of ways to help the employees learn more effectively. Here are some principles of learning that can best encourage learning: ● Communicating the training objectives ● Provide meaningful training content ● Opportunities for practice ● Feedback ● Well-design training with readable materials ● Observe, experience, and interact with training content, other learners, and instructors. Generally, effective training includes communicating learning objectives clearly, presenting information in distinctive and memorable ways, and helping trainees link the subject matter to their jobs. Employees are more willing to learn when training is connected to tasks and experiences from their jobs. Therefore, the content presented in training sessions should utilize familiar ideas, expressions, and illustrations. Besides, To make the employees fully comprehend and remember the content of the training, our company will provide them an opportunity to demonstrate and practice what they have learned by having them practice repeatedly, and having them complete tasks within a time that is appropriate in light of the learning objectives. Practice sessions involve role-playing interactions, filling out relevant forms, and operating equipment that is used on the job. For example, let the trainees serve 25 the person who will act like a customer with the knowledge they have been trained under observation. The trainer will guide these trainees about the way they can support several problems when they cannot find the way to support those cases. After doing so, the trainer will give feedback to the trainees, tell them their strengths and weaknesses as well as ways to improve them. Our training program will break information into small parts that it can be easier to remember. Transfer of training The ultimate objective of implementation is transfer of training, in order words, trainees apply the knowledge, skills and abilities they have learned. Transfer of training requires that employees have to genuinely learn the content of the training program. Then, for employees to apply what they learned, certain conditions must be in place: social support, technical support, and selfmanagement. Manager support: describes the extent to which a trainee's management underline the value of participating in training programs and the relevance of the training material to the job Peer support: A support network is a group of two or more trainees who agree to meet and discuss their progress in using learned capabilities on the job. This can also improve the transfer of training, involve face-to-face meetings or e-mail, Twitter, or other social networking tools for communication Opportunity to use learned capabilities: The degree to which the trainee actively seeks out or is provided with exposure to newly acquired knowledge, abilities, and behaviors from the training program. Self-management skills: ● Set objectives for how to use job-related skills or behaviors. ● Identify conditions under which they might fail to use them 26 ● Identify the positive and negative consequences of using them ● Monitor their use of them 2.5. Measuring the results of training In the end, our company will assess the trainees by paper test and observation to see if they acquire skills and knowledge of the job. Besides, the company will conduct a survey to see if there are any performance enhancements for both individuals and the company. In addition, another survey will be conducted to know whether the employee is satisfied with the training program. The company also examines the cost and advantages of programs. 2.6 Onboarding: After being trained, the employees will be onboarding. Onboarding is a process of helping new hires adjust to social and performance aspects of their new jobs. Our onboarding process will prepare trainees in four areas: complying with policies and rules, clarifying job requirements, understanding the organization's culture, and establishing relationships with others. V. PERFORMANCE APPRAISAL 1. Definition of performance appraisal A performance evaluation is a methodical and ongoing procedure that compares an employee's work performance to the job's established requirements. Otherwise called a yearly survey, execution audit or assessment, or worker examination, an exhibition examination assesses a representative's abilities, accomplishments, and development, or scarcity in that department. Performance evaluations are used by businesses to provide employees with comprehensive feedback on their work, as well as to justify pay raises, bonuses, and termination decisions. They can be carried out at any time, but typically occur annually, semiannually, or quarterly. 27 The purpose of performance evaluation is to promote employees in continuously increasing customer satisfaction and loyalty. Through the positive experience of clients, our organization can turn out to be more dependable in customer service. In a customer service setting, the purpose of a performance review is to provide employees with feedback on how to perform their jobs better. Employees who work in customer service are the company's frontline representatives, and how well they do their jobs has a direct impact on the company's reputation and customer satisfaction. Performance appraisal helps identify areas where employees are excelling and areas where they need improvement. Managers can use it to set goals for improvement, provide employees with training or development opportunities, and provide constructive feedback on job performance. It likewise assists in recognizing superior execution and potential pioneers who with canning be prepped for higher positions To sump up, performance appraisal is a fundamental instrument for assessing the presentation of client assistance representatives, recognizing qualities and shortcoming, and giving open doors to development and advancement. It ensures that the company is achieving its goal of providing excellent customer service and helps to maintain a high standard of customer service ancement. It ensures that the company is achieving its goal of providing excellent customer service and helps to maintain a high standard of customer service. 2. Design the performance appraisal: We would choose behavioral observation scales (BOS) to measure the performance of the employees. We will assign the amount of employees to several teams with the mentoring of a head waiter/waitress and they will observe and evaluate the performance of their teammates via this evaluation 28 form. Based on the result, we will rate the performance of that employee via 5 criterias: Excellent, Good, Average, Bad, Worst. This table below show all the criterias that we use to evaluate our waiters/waitresses: PERFORMANCE EVALUATION FORM Employee name Rating period Evaluating criterias Excellent (5)/ Good (4)/ Average (3)/ Bad (2)/ Worst (1) Evaluation point Criteria Execute 1 1. Comply with working hours 2. Comply with the rules at the restaurant Manners 1. Dress neatly, cleanly, in accordance with the prescribe 29 2 3 4 5 Comment 2. Maintain public hygiene and workplace hygiene 3. Energetic, flexible in working shift Working 1. Work responsibly attitude 2. Have moving spirit 3. Enthusiasm at work 4. Proactive at work 5. Obey the orders of the manager 6. Listen and meet the needs of customers Skills 1. Communication skills 2. Teamwork 3. Adaptability Using this performance evaluation form, we evaluate the Haidilao staff most impartially. - Worst: The management will place the waiter or waitress in the worst group if they are given a rating from 0 to 15 points. - Bad: The management will place the waiter or waitress in the bad group if they are given a rating from 15 to 30 points. 30 - Average: The management will place the waiter or waitress in the average group if they are given a rating from 30 to 45 points. - Good: The management will place the waiter or waitress in the good group if they are given a rating from 45 to 60 points. - Excellent: The management will place the waiter or waitress in the excellent group if they are given a rating from 60 to 70 points. The above assessment table will be assigned to the managers of each area, and after each working month, the employees will be evaluated based on the following criteria: Whether or not you are allowed to continue working will be based on the results of this assessment. The employee will continue to take part in Haidilao's training program to enhance service quality if the rating is in the average. After about two years, employees with high good and excellent grades will be taken into consideration for promotion to manager. Moreover, the waiter/waitress who has worked for six months has good or excellent performance in four months will be paid an increased salary. On the other hand, he will be let go if the evaluation board is at a normal or poor level for two consecutive months. Approximately 80% of the results will come from this evaluation, and the remaining 20% will come from customer evaluations. Customers at Haidilao will receive a review form on a tablet from the staff after every meal to rate their overall dining experience. According to the customer's level of satisfaction with the employee, the employee will receive the appropriate number of stars on the rating board, which will have 5 levels and 5 stars. A star rating system is as follows: 1 is the worst, 2 is bad, 3 is average, 4 is good, and 5 is excellent. The evaluation of annual and monthly bonuses will be based on customer feedback. The top 5 employees of each branch will be rewarded based on the amount of rating score that they earn each month in order, starting at the top. After that, based on the manager's and the client's assessments, we will 31 know whether the employee has met the requirements or not. 1. Comply with working hours Employees have to come to work on time. Haidilao opens at 10:00 and closes at 3:00, which means being at the restaurant 2 hours before opening time and leaving after cleaning the restaurant for full-time employees. This is a mandatory requirement for the restaurant to have enough standard time and be ready to serve customers in the most perfect way. Employees will be given a break during the mid-hour break. Work according to the assigned schedule to rotate shifts in time and not affect other employees. 2. Comply with the rules at the restaurant As a waiter at Haidilao Hot Pot, there are several rules that the employees must follow, in order to make their working results better. First and foremost, always listen and put the needs of the customer first and give that priority. Secondly, the employees have to conduct themselves in a civilized manner with coworkers and customers. To better yourself, pay attention to the advice and recommendations of the managers as well as the coworker and customers. Especially,employees the employees will do everything possible to accommodate customers, including providing water to drink. Finally, the employees must take responsibility for their mistakes and have to be willing to accept the mistakes and guarantee to improve their performance. 3. Dress neatly, cleanly, in accordance with the prescribe When going to work, the waiter must wear the uniform of the restaurant. And they have to keep themselves in a neat and clean state so as not to affect other colleagues. Keeping themselves clean and tidy will also make customers feel more comfortable while enjoying their meal and the service in the 32 restaurant. The special thing is not to wear the restaurant's uniform to go out of the working area, if violated, the waiter will be fined. 4. Maintain public hygiene and workplace hygiene During the preparation time before opening the restaurant, the waiter must prepare the guests' seats and keep them clean. The line food area must also be thoroughly cleaned and presented with the necessary dishes. The floor must always be cleaned regularly, if there is spilled food, it must be cleaned immediately so that the dining area is always in a clean state. The kitchen area especially needs to pay attention to hygiene. More than that, throughout the operating time, the waiter must always pay attention to the tidiness of the dining area as well as the line food. If employees do not keep their area clean, they will also be fined. 5. Energetic, flexible in working shift Maintaining good health will ensure that you always bring a happy and upbeat attitude to work, inspiring both you and your coworkers to perform better. Customers will also be happier if the waiter is engaging, approachable, and conducive to making them feel at ease. Employees must also be adaptable in their work, solve problems as they arise, and support coworkers when necessary. 6. Work responsibility Working responsibly entails performing the fundamental responsibilities of a Haidilao employee, such as welcome and greet the customers kindly and politely, answer their questions and make recommendations accordingly, take care of customer’s further requests such as: holding birthday parties, communicating, keeping up-to-date social trends, serve drinks frequently and ensure that customers feel comfortable when they are enjoying their meal. 33 7. Have moving spirit Advancement in work is an important factor that every employee should have. Progress is demonstrated by showing up on time, putting in a solid effort, and generally carrying out the duties and tasks that have been entrusted to you. To become a head waiter, typically, personnel must have at least two years of experience 8. Enthusiasm at work Enthusiasm is an essential element to help employees grow at work. Firstly, people who are enthusiastic will frequently arrive early and depart late, ready to assist the business with time-consuming tasks without asking for additional benefits. Secondly, people who are enthusiastic have a strong sense of responsibility and are prepared to deal with challenging workplace situations. 9. Proactive at work Working more efficiently requires being proactive in the workplace. In Haidilao, the employees are proactive in endlessly organizing the feasting table before visitors show up, clearing the eating table after visitors leave, maintain a tidy dining area or actively prepare nail tools and ice cream tools while guests wait for the table. 10. Obey the orders of the manager When assigned a task by the manager, the waiter must comply and not object. Even when there is an unexpected incident and the manager asks the waiter to handle it, the waiter must also comply and complete the task. When the waiter objected or gave a disgruntled opinion to the manager, the waiter would be reprimanded and fined. Also, the waiter must comply with the demands of transferring or organizing challenging jobs. In addition to placing orders, customers may also make requests, which the waiter must fulfill. 34 11. Listen and meet the needs of customers What separates Haidilao's regardless of anything else is in Haidilao's client support situation including little subtleties. In order to accomplish this, Haidilao really had to conduct in-depth research to keep up with customer psychology and needs. Haidilao is adept at converting customers' waiting periods into opportunities to enjoy novel and relaxing services. Waiting guests will receive complimentary peanut butter, ice cream, water, tea, and fruit at Haidilao. In addition, female customers will receive a complimentary nail service; guests will need to register with the staff to receive information and wait for their turn. In addition, there are additional services like shoe shine and photo printing. and games like folding stars and folding cranes that can cut the bill in half. In addition, Haidilao takes its customers' feedback into account, as evidenced by the fact that the staff provides hair bands (for female customers), wet wipes to clean the screen of the phone, hot towels to wipe the face, bags for groceries, and personal belongings cover for customers. 12. Communication skills For Haidilao, customer satisfaction is the most important thing. As a result, effective customer communication is a crucial ability for employees. In particular, employees must be skillful in situations such as answer their questions and make recommendations accordingly, Take care of customer’s further requests such as: holding birthday parties, communicating, keeping upto-date social trends. 13. Teamwork Working in an environment with so many different personalities and individuals as Haidilao makes the need for teamwork even more clear. Customers will engage with numerous waiters at Haidilao because of the service chain that runs from the waiting area to the dining table. Hence, the waiter/ waitress must enhance their teamwork skills in order to attain great 35 working efficiency and customer pleasure. This is a crucial skill since, with effective teamwork, a waiter/ waitress will interact with numerous coworkers during the day, including brand-new ones, and the quality of their communication will be excellent. Since then, the quality of service has increased. 14. Adaptability Haidilao promotes great food and service over all else, thus working there will put you under more strain than in other restaurants. Customer pleasure is the main factor for Haidilao's growth, unlike many other restaurants, which always put the comfort of the customer first. Because of the intense strain they work under and the lengthy workdays, Haidilao's employees are forced to perform under. Furthermore, Haidilao's personnel rotate tasks such as guest service, manicure care, cashiering, and more in addition to serving tables. In comparison to other restaurants, the workload is becoming increasingly diverse. Many employees can adapt to this job because of the lengthy working hours and substantial workload. To work in Haidilao, you must have the capacity to adapt to new situations and perform well under pressure. VI. COMPENSATION Compensation plays an important role in human resource management, improving the overall performance and effectiveness of employees working in an organization. It motivates the employees in a variety of ways, reinforcing them to dedicate their life to the company. There are some kinds of compensation that Haidilao can pay for the waiters: 1. Minimum wages (Lương tối thiểu) The minimum wage is the legally mandated lowest hourly wage that an employer must pay to their employees for their work. It varies depending on 36 the country, state or even city as each has their own minimum wage laws. The minimum wage is often adjusted periodically to keep pace with inflation and ensure that workers are receiving fair compensation for their labor. The minimum wage for this position in Haidilao is 6 million VND (for working 8 hours per day). Moreover, if they perform well and work with us for more than 6 months, they will have a 5% increase in salary. We should raise minimum wages because: Fair compensation: Many workers earning minimum wage struggle to make ends meet and can't afford basic necessities like food, housing, and healthcare. Raising the minimum wage would help these workers earn a fairer living wage. Reducing poverty: Raising the minimum wage could help reduce poverty rates by lifting some workers out of poverty, making their lives more stable and allowing them to provide for their families. Productivity and employee morale: When workers receive a higher wage, they may be more motivated to work harder and more efficiently, which could lead to increased productivity and morale. 2. Subsidies Subsidies are financial assistance provided by Haidilao to support our employees. The reason why subsidies should be given is: Supporting disadvantaged employees: Subsidies can be used to support disadvantaged employees such as low-income people, or who may not have the financial means to sustain their livelihoods without assistance. 3. Overtime pay wage 37 Overtime pay is the additional compensation that employers are required to pay their employees who work more than the maximum number of hours allowed in their regular workweek. This payment is usually a higher rate than the employee's regular hourly pay rate and is intended to compensate them for the additional effort and time put in beyond their usual work schedule. Overtime pay usually applies after a certain number of hours worked, as determined by law or employment contract, and the amount of overtime pay can vary depending on the specific regulations in place. Overtime pay is important for waiters because it compensates them for the extra hours they work beyond their normal working hours. Waiters often have to work beyond their scheduled shift hours due to delays or unexpected events, such as a large party arriving at the last minute. Without overtime pay, waiters may not be properly compensated for their time and effort. This can lead to lowered morale and a potential loss of skilled employees. Overtime pay ensures that waiters are compensated fairly for their work and helps to sustain a healthy work environment. For example, on special occasions, they will be paid double for every hour worked. 4. Night pay The night pay is the amount of salary that the employees can receive when they work at night shift. The night shift hours depend on the policies of each organization. The night pay is usually higher than the common wage that they can receive for the day shift. As a full time waiter of Haidilao Hot Pot, the employees have to work at night shift and the salary that they are paid to work at night shift will be higher than their common salary. The night shift will start at 22 o’clock and end at 3 o’clock. Our restaurant has decided to pay the higher salary for the employees that work the night shift. They will be paid the same minimum wage as they 38 are currently paid for the day shift multiplied by 130 percent. Paying a higher salary for the waiters working at night shifts will motivate them to be willing to work at night and ensure the number of employees is enough to fulfill the task of the restaurant at night. 5. Performance bonus The performance bonus is the amount of money that the employees will receive when they perform their task thoroughly and meet the requirements of their manager or the organization. Haidilao Hot Pot will have the performance bonus for the waiter who receives good ratings. Our restaurants will integrate the employee's information into the customer's order device so that after the customer has finished the meal, the waiter can ask for a review. The scale that a guest can give an employee is from 1 to 5 stars and depending on the number of good reviews that the employee can collect each month, they will receive a different bonus. Good reviews are considered 4 to 5 star reviews. If within a month an employee achieves 15-20 good reviews, they will receive 150 thousand Vietnam dong for the bonus. And they will receive 200 thousand Vietnam dong for achieving 2025 good reviews. And for five more good reviews that they can receive in a month, the bonus amount will be added by 50 thousand Vietnam dong. By creating this bonus policy, we want to motivate the waiter, keep them always working carefully, attentively, full of energy, always ready to serve customers in the best way. 39 CHAPTER 3: CONCLUSION In this report, we have analyzed various aspects of HR management, including: ● Analysis and design of work ● HR Planning ● Recruitment ● Selection ● Training program ● Compensation ● Performance management Through this analysis, we have identified several key areas where Haidilao can improve their HR practices, such as enhancing the recruitment and selection process, providing more comprehensive training and development programs, and implementing effective performance management systems. It is also important to recognize the importance of diversity and inclusion in HR management. By creating a diverse and inclusive workplace, organizations can improve employee satisfaction and retention, and ultimately drive business success. In conclusion, this report highlights the critical role of human resource management in organizational success. By adopting effective HR practices and strategies, Haidilao can attract and retain more qualified waiters, foster a positive workplace culture, and drive business growth and success. 40 CHAPTER 4: REFERENCES 1. Noe, R. A. (2019). Fundamentals of Human Resource Management. McGraw-Hill Education. 2. Chiến lược marketing của Haidilao - Thành công của "vua lẩu" xứ Trung. (2022, July 19). Nhà Hàng Số. Retrieved April 14, 2023, from https://nhahangso.com/chien-luoc-marketing-cua-haidilao.html. 3. Employee Potential Development: Haidilao High Growth Enlightenment. (2019, July 3). SCIRP Open Access. Retrieved April 14, 2023, from https://file.scirp.org/Html/9-1530862_93491.htm. 4. External Recruitment Methods | Freshteam. (n.d.). Freshworks. Retrieved April 14, 2023, from https://www.freshworks.com/hrms/recruitment/external-recruitment/. 5. 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Retrieved April 14, 2023, from https://www.simplilearn.com/what-is-performance-appraisal- methods-process-article. 15.Timviec365.vn. (n.d.). Top 22 câu hỏi thường gặp khi phỏng vấn xin việc (Mọi ngành). Retrieved April 14, 2023, from https://timviec365.vn/cauhoi-tuyen-dung#cau-hoi-10-kha-nang-chiu-ap-luc-trong-cong-viec-cuaban. 16.UNext Editorial Team. (2022, June 10). Selection Process in Human Resource Management: 9 Easy Steps to follow. Retrieved April 14, 2023, from https://u-next.com/blogs/hr-analytics/selection-process/. 17.Việc làm Nhân Viên Phục Vụ Nhà Hàng Hai Di Lao _ Bitexco. (2019, May 29). Chefjob. Retrieved April 14, 2023, from https://chefjob.vn/viec-lam/nhan-vien-phuc-vu-nha-hang-hai-di-laobitexco-5017. 43 CHAPTER 5: APPENDIX 44
