Build your team
This Build your team Info Guide explains how to identify what staff you need and how to prepare a job description. It also covers recruitment methods and provides guidance on how to conduct interviews, and staff training.
An essential element of any business is the people who deliver customer service. Tourism is a ‘people’ business and your staff are the face of your business. The service which your guests receive is only as good as the team who are employed to provide it. Having a high-quality product, location and amenities means little if your team don’t provide exceptional customer service.
Staff quality strongly influences the overall customer impression of a tourism business – think of staff who go the extra mile to settle tired guests and provide them with a hot meal when they have arrived after midnight due to their flight being delayed.
The success of your business depends on your being able to recruit, train and retain efficient staff with excellent communication skills, a strong service attitude and a talent for working with people from a range of cultural backgrounds.
Remember!
Your staff are a valuable (and expensive) asset - it pays to hire the right people with the right skills, personality and attitude.
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Consider the following:
- Which areas are most critical to your business? (Eg, In a tour operator business, it will most likely be the quality of the tour guides.)
- What key staff types will be needed to deliver your product or service?
- What level of skills will key staff need?
- Apart from key staff positions, what other jobs need to be filled and what level of skills will be required?
- Will staff be expected to multi-task?
- Can you carry out the required work in this area on your own? Consider both your expertise and the time available.
- Can the work be outsourced? (Eg, Can you contract a bookkeeper rather than having to employ someone full-time?)
- How many full-time and part-time/casual/seasonal staff do you need?
- What will staffing costs be, including pension contribution?
- How will you recruit staff?
- How will you retain quality staff?
- How will you train your staff?
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Having identified the areas in which staff are required, you should then write job descriptions for each job role. The job description should include:
- Job title
- Location
- Job purpose
- Key responsibilities and duties
- Skills
- Limits of authority
- Job relationships
- Reporting structures
- Special demands
- Conditions of employment
You can then use this job description to define each person you need in terms of personal attributes, interpersonal skills, educational qualifications, skills, knowledge and experience.
This will give you a clear picture of the ideal person for the job. You can also develop job criteria from your job descriptions and use this criteria to assess each applicant.
Before recruiting, you also need to decide what remuneration will be offered, and in what form, eg salary, pension, bonuses, commission.
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Once your staffing requirements are fully defined, you need to source people who meet these requirements. You can use a variety of methods to recruit staff:
- Ask people you know if they can recommend anyone
- Advertise the vacancy online, in newspapers, trade publications, shops
- Job centres
- Colleges or training centres
- Recruitment agencies
Whatever route you choose, insist that every candidate complete a standard application form as well as submit a Curriculum Vitae (CV).
When you have sourced a number of potential candidates, screen applications and CVs for those that meet your selection criteria.
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The usual method for selecting employees is by interview, followed by collection of references. At the interview, you only have a short time to find out all you need to make an informed decision about which candidates best meet your requirements. Depending on the position, you may wish to shortlist candidates for a second interview. Job offers should be made subject to collection of satisfactory references and a medical examination, if necessary.
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Use this Interview Checklist Template to:
- prepare an interview checklist before interviews are held.
- help keep you on track during interviews.
- assess and rate job candidates.
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Staff morale and satisfaction are enhanced when staff training is prioritised, making it easier to build and retain a strong and motivated team that is capable of delivering high standards of customer service. This in turn helps to increase sales and encourage repeat business, boosting the profitability of your business.
Remember!
Each staff member is potentially a sales person for the business. Provide them with training in customer care and in upselling skills.
Training tips
- Commence each new team member’s employment with a detailed induction programme, including key training needs (eg manual handling).
- Regularly appraise your team and decide on training needs (eg customer service skills, health and safety, technical / craft skills, business management, language skills).
- Determine training priorities - areas that are critical to the delivery of a quality product.
- Identify how the training will be carried out. Depending on the training method required and your budget, there are numerous options available to you:
- An induction session for new employees and for employees moving into different roles
- On the job and off the job training
- In-house training
- Training for managers and supervisors, including developing their skills to train others
- Structured training courses, seminars and training programmes delivered by external training providers
- Online training
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Complying with Employment Law
You need to ensure that you comply with employment legislation and record-keeping requirements. There is comprehensive employment legislation in Ireland, covering areas such as:
- Provision of contracts to employees stating terms and conditions of employment
- Minimum wage
- Holiday entitlements
- Health and Safety in the Workplace
- NERA (National Employment Rights Authority)
This is a complex area. If necessary, you should seek professional advice on your legal requirements as an employer.
For more information on employment law, see http://www.failteireland.ie/Business-Supports/Managing-Your-Business/Employment-Law-Compliance
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