This fully updated and expanded second edition of Human Resource Management examines the role of human resource management in the hospitality and tourism industry. The subject is approached from four perspectives: * the social psychology of managing people * the economics of labour * the practical techniques * strategy.
The author argues that labour costs, labour utilisation, labour market behaviour and pay are inseparable from the skills of managing people. The book contains an important analysis of the labour market for this industry and now, in its second edition includes, among others, chapters on attitude measurement, customer-employee relations, questionnaire design and organizational change.
Human Resource Management in the Hospitality and Tourism Industry is written in a clear, user-friendly style and offers a challenging view of the subject and an opportunity to learn an important aspect of management in an applied context. It is appropriate for degree level students and practitioners in the industry.
Table of Contents
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.