Human Resource Management in the Hospitality and Tourism Industry

ISBN-13: 9780750627290 / Angielski / Miękka / 1996 / 224 str.

Tim Riley; Michael Riley

Opis

This updated text examines the role of the manager in the hotel and catering industry, in particular the tasks of managing people and the costs of labour. It argues that labour cost, labour utilization, labour market behaviour and pay are inseparable from the skills of managing people, and this is particularly so in a labour intensive industry. It includes new chapters on commitment and job satisfaction, attitudes and attitude measurement, evaluating the cost of training, inter-personal behaviour in service encounters, communication, and functional flexibilty.

Spis treści

Introduction; An anatomy of the hotel and catering labour market - Understanding labour markets; An anatomy of hotel and catering labour markets; Overtime and labour costs; People at work - Stating the problem; Start Monday: the manager-worker relationship; Motivation; Negative behaviour; Groups and teams; Feelings about pay; Organizations and authority; Attitudes and attitude measurement; Understanding customer-staff relations; Some useful techniques - Labour utilization and productivity; The measurement of labour turnover and labour stability; Recruitment and selection; Appraisal; Pay administration; Grievance and dispute management; Personnel administration; The costs of training; Questionnaire design; Human resource management and quality - Commitment, job satisfaction and labour turnover; Empowerment; Functional flexibility and the service organization of the future; Management at the corporate level - Career management; Organizational change; Developing labour strategies; Further reading; Index.

O autorze

Riley, Michael