Human Resource Management in Hospitality Cases

ISBN-13: 9780815378020 / Angielski / Miękka / 2020 / 280 str.

Peter Szende; Danielle Clark Cole

Opis

Human Resource Management in Hospitality Cases adopts a practical case-based approach to develop critical thinking and problem-solving skills in future hospitality managers. Using tried-and-tested real-life scenarios, this book thoroughly prepares hospitality students for a career in the field.

Spis treści

Introduction Case Presentation Styles Matrix of Cases & Subjects The Royal Hotel Dealing with Employee Problems and Problem Employees – A General Guideline Part 1 - Meeting Human Resources Requirements 1. The Organizational Chart 2. Red Flags 3. Candidate Screening 4. Generations in The Workplace 5. The Left-Handed Server 6. The On-Line Dirt 7. Friendships at Work 8. The Incomplete Schedule 9. The Bartender’s Break Part 2 - Building Your Leadership Credibility 10. Kitchen Camaraderie 11. Off-The-Record 12. Don’t Shoot the Messenger 13. The Flashbacks 14. The Morning Fun 15. The Juice Squeezer 16. The Service Elevator 17. Claudia’s Training Assignment 18. The Six Leadership Styles Part 3 - Building and Managing Performance 19. Sorry, I Don’t Drink! 20. Oops 21. Tyler The Overnight Houseman 22. Gentle Hints 23. The Slacker 24. Jasmine’s Appraisal Part 4 - Encouraging Others 25. I Am Just A Part-Timer 26. Housekeeping Guest Satisfaction Scores 27. The Dead-Ender 28. Tainted Occupations 29. The Gm’s Morning Round 30. The Chef’s Incentive Program Part 5 - Dealing with Problem Behaviors A. Behaviors Promoted by Passive/Defensive Cultures 31. Peter Is the Nicest Manager! 32. The "Invisible" Accounting Clerk 33. The Wishy-Washy Manager 34. I Was Just Kidding! 35. Did You Hear What Lori Did Last Night? B. Behaviors Promoted by Aggressive/Defensive Cultures 36. It Won’t Work! 37. That Just How the Chef Is! 38. The Expert 39. Jeff, You Test My Patience! 40. The Perfect Change of Light Bulbs 41. The "Bleeding Heart" Of the Hotel 42. Breaking Down the Barriers Part 6 - Taking Corrective Actions 43. Choosing the Right Level of Discipline 44. Emily’s Letters 45. Toby’s Silence 46. Investigation 47. Make an Exception Part 7 - When Employees Are Challenging Your Leadership 48. I Have Plans for Tonight 49. The Tipping Issue 50. That’s Not My Job! 51. They Can Wait! 52. Barbara Is Going Over My Head 53. I Am Just Not Comfortable Talking to You! 54. I Don’t Have Time to Talk to You 55. I Know My Stuff! 56. He Couldn’t Find His Office Without A Map! Part 8 - Relationship with Your Boss 57. My Way or The Highway 58. The Buffet Set-Up 59. Lipstick on the Glass 60. Alison, the Credit Manager 61. The New Table Pick-Up System 62. The Missing Cancellation Clause Part 9 - Managing a Diverse Workforce 63. Why Diversity Matters 64. The Levels of Exclusion 65. Please Hire Him, He Is Like Me! 66. English Only 67. Can I Have Another Boss Please? 68. Can I Have Another Server Please? 69. The Cake Order 70. I Am Not Your Slave! 71. Name Calling 72. A Strong Accent 73. The Empty Conference Room 74. Special Skills 75. People Like Yuan