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Summary
Summary
In many hospitality establishments, one manager or supervisor is the entire human resources department, making all the hiring and training decisions, often without having a formal human resources background. Filling this knowledge gap, Hospitality Employee Management and Supervision provides both busy professionals and students with a one-stop comprehensive guide to human resources in the hospitality industry.
Rather than taking a theoretical approach, this text provides a hands-on, practical, and applications-based approach. The coverage is divided into four sections: legal considerations, employee selection, employee orientation and training, and communication and motivation.
Each chapter in this lively and engaging text features:
Quotations----Various practitioners in the hospitality industry highlight the chapter's focus Chapter Objectives and Summaries lay out key concepts and then, at the end of each chapter, review them HRM in Action features highlight real-world HRM experiences that relate to the content presented in each chapter Tales from the Field----Hospitality employees provide accounts of the various challenges they face in the industry Ethical Dilemmas----Scenarios from the hospitality industry which emphasize the role ethics plays in every aspect of the hospitality industry Practice Quizzes and Chapter Review Questions reinforce student comprehension of key concepts Hands-On HRM----Mini-cases based on real-world situations with discussion questions Chapter Key Terms----Bolded within the chapter and then listed at the end of each chapter with definitions.Author Notes
KERRY L. SOMMERVILLE, CHE, CHA, MA, has more than twenty-five years of professional and academic hotel and restaurant management experience. He is an innovative, award-winning instructor, a published author, and the developer of one of the earliest and most comprehensive distance education models for online learning. He holds a master's degree in management from Webster University.
Table of Contents
Preface | p. xiii |
Acknowledgments | p. xvi |
Unit 1 The Legal Landscape | p. 1 |
Chapter 1 Introduction to Hiring and Supervising Employees | p. 3 |
Chapter Objectives | p. 3 |
HRM in Action | p. 4 |
Overview of What's to Come | p. 4 |
Tales from the Field | p. 5 |
Increased Competition | p. 5 |
The Changing Labor Market | p. 8 |
Hospitality Industry Jobs | p. 8 |
A Note About Ethics | p. 9 |
Ethical Dilemma | p. 10 |
Workforce Demographics Will Change | p. 10 |
Nontraditional Workers | p. 12 |
Increased Demand | p. 12 |
Industry Remains Strong | p. 14 |
Motivations, Needs, and Expectations | p. 15 |
Training and Motivation | p. 15 |
Hands-on HRM | p. 19 |
Chapter 2 The Hospitality Manager's Legal Challenges | p. 21 |
Chapter Objectives | p. 21 |
HRM in Action | p. 22 |
Employment Law and the Equal Employment Opportunity Commission | p. 22 |
Tales from the Field | p. 25 |
Illegal Discrimination | p. 25 |
Bona Fide Occupational Qualification | p. 26 |
Ethical Dilemma | p. 27 |
The Hooters Restaurant Chain | p. 27 |
Sexual Harassment | p. 28 |
Managers Must Establish Guidelines and Policies | p. 29 |
State and Local Employment Laws | p. 30 |
Affirmative Action Plans | p. 30 |
The Americans with Disabilities Act | p. 31 |
Disability Defined | p. 32 |
Reasonable Accommodation | p. 33 |
Avoiding Illegal Questions and Practices Under the ADA | p. 33 |
Age Discrimination in Employment | p. 34 |
Equal Pay Act | p. 34 |
Immigration Reform and Control Act | p. 35 |
Hands-on HRM | p. 39 |
Chapter 3 Wage and Hour Laws Affecting Salaried, Hourly, and Tipped Employees | p. 43 |
Chapter Objectives | p. 43 |
HRM in Action | p. 44 |
A Brief History | p. 44 |
Tales from the Field | p. 45 |
Tip Credits and Tip Pools | p. 47 |
Regular Tips | p. 50 |
Tip Retention | p. 50 |
Slow Shifts | p. 50 |
Advance Notice | p. 50 |
Tip Pools | p. 51 |
Ethical Dilemma | p. 52 |
Overtime | p. 52 |
Changes in Overtime Law | p. 53 |
The New Rules | p. 55 |
Executive (Managerial) Exemption | p. 55 |
Administrative Exemption | p. 56 |
Professional Exemption | p. 56 |
Labor Costs, Profits, and Employee Morale | p. 57 |
Hands-on HRM | p. 61 |
Chapter 4 Common Law, Negligent Hiring, and Employee Rights | p. 65 |
Chapter Objectives | p. 65 |
HRM in Action | p. 66 |
Common Law and Its Impact on the Workplace | p. 66 |
Tales from the Field | p. 67 |
McDonald's Coffee Too Hot? | p. 68 |
Employee Rights Under Common Law | p. 69 |
Wrongful Discharge | p. 69 |
Ethical Dilemma | p. 71 |
Constructive Discharge | p. 71 |
False Imprisonment, Defamation, and Invasion of Privacy | p. 72 |
Defamation of Character | p. 72 |
Negligent Hiring and Negligent Retention | p. 74 |
Hands-on HRM | p. 78 |
Chapter 5 Working with Unions | p. 81 |
Chapter Objectives | p. 81 |
HRM in Action | p. 82 |
States and Metro Areas with a Large Union Concentration | p. 82 |
Tales from the Field | p. 83 |
The National Labor Relations Act | p. 83 |
The Taft-Hartley Act and Right-to-Work Laws | p. 84 |
Local Unions | p. 85 |
Ethical Dilemma | p. 86 |
National Unions | p. 87 |
Multiunion Associations | p. 87 |
Why Employees Join Unions | p. 88 |
The Union Organization Process | p. 89 |
Employers May Not Retaliate | p. 89 |
The Union Contract | p. 89 |
Management Challenges When Working with Unions | p. 90 |
Creating a Positive Work Environment | p. 91 |
Hands-on HRM | p. 94 |
Unit 2 The Employee Selection Process | p. 97 |
Chapter 6 Job Descriptions and Job Specifications | p. 99 |
Chapter Objectives | p. 99 |
HRM in Action | p. 99 |
The Employee Selection Process | p. 100 |
Job Descriptions | p. 100 |
Tales from the Field | p. 101 |
Essential Elements | p. 101 |
Performance Standards | p. 104 |
Ethical Dilemma | p. 105 |
Essentials for Success | p. 106 |
Job Specifications | p. 107 |
One Size Does Not Fit All | p. 111 |
Hands-on HRM | p. 114 |
Chapter 7 The Employee Handbook | p. 117 |
Chapter Objectives | p. 117 |
HRM in Action | p. 117 |
Rationale for Employee Handbooks | p. 118 |
Tales from the Field | p. 119 |
Employee Handbooks Are Common in Large Operations | p. 119 |
Employees Must Sign for It | p. 119 |
A Well-Crafted Employee Handbook | p. 120 |
Write It Yourself but Have an Attorney Review It | p. 120 |
Ethical Dilemma | p. 122 |
Be Clear, Concise, and Consistent | p. 122 |
Setting the Proper Tone in the Introduction | p. 122 |
Legal Issues and Disclaimers | p. 123 |
Probationary Period, Trial Period, or Training Period? | p. 125 |
What to Include in the Employee Handbook | p. 125 |
Hands-on HRM | p. 130 |
Chapter 8 Advertising and Recruiting | p. 133 |
Chapter Objectives | p. 133 |
HRM in Action | p. 133 |
The Labor Market and the Labor Pool | p. 134 |
The Internet Expands the Labor Market | p. 134 |
Tales from the Field | p. 135 |
Smaller Operations Have Some Advantages | p. 135 |
Employee Turnover | p. 136 |
Tales from the Field | p. 137 |
Identifying Potential Job Applicants | p. 139 |
Employee Referrals | p. 139 |
Paying a Referral Bonus | p. 140 |
Recruiting Is Marketing | p. 140 |
Walk-In Applicants | p. 141 |
Ethical Dilemma | p. 142 |
Walk-In Applicants Should Be Welcome | p. 142 |
Advertising for Job Applicants | p. 143 |
Help-Wanted Ads Have Some Limitations | p. 143 |
Diversity-The New Workforce | p. 145 |
Targeting the New Workforce | p. 147 |
Hot Buttons | p. 148 |
Language Solutions for Managers and Supervisors | p. 148 |
Hands-on HRM | p. 152 |
Chapter 9 Applications, Interviews, and Background Checks | p. 155 |
Chapter Objectives | p. 155 |
HRM in Action | p. 156 |
The Job Application | p. 156 |
Tales from the Field | p. 157 |
A Fact-Finding Form | p. 157 |
Personal Data | p. 157 |
Employment Status | p. 160 |
Education and Skills | p. 160 |
Work History | p. 160 |
References | p. 160 |
Tales from the Field | p. 161 |
Signature Line | p. 161 |
Analyzing Application Forms | p. 163 |
Preparing for the Job Interview | p. 164 |
The Job Interview | p. 165 |
Process Is a Two-Way Street | p. 165 |
Conducting the Interview | p. 166 |
The Applicant Should Do Most of the Talking | p. 167 |
Don't Oversell the Position | p. 167 |
Check for Any "Knockout Factors" | p. 167 |
Closed-Ended and Open-Ended Questions | p. 168 |
Situational and Behavioral Questions | p. 169 |
How Long Should the Interview Last? | p. 170 |
Questions to Avoid | p. 170 |
The Job Offer | p. 172 |
The Act of the Employee | p. 172 |
Ethical Dilemma | p. 173 |
Background Checks | p. 174 |
Why Conduct Background Checks? | p. 174 |
Obtaining the Applicant's Permission | p. 176 |
Many Employees Have Skeletons in Their Closets | p. 177 |
Who Performs Background Checks? | p. 178 |
Who Should Be Checked? | p. 178 |
Reference Checks | p. 180 |
Should I Give References on a Previous Employee? | p. 180 |
Hands-on HRM | p. 185 |
Unit 3 Orientation and Training | p. 189 |
Chapter 10 New-Employee Orientation | p. 191 |
Chapter Objectives | p. 191 |
HRM in Action | p. 191 |
Starting off on the Right Foot | p. 192 |
The Need for New-Employee Orientation | p. 192 |
Tales from the Field | p. 193 |
Benefits of Orientation | p. 193 |
The Benefits to the Company Overall | p. 194 |
The Benefits to the Supervisor and to Management | p. 194 |
The Benefits to the Employee | p. 194 |
Orientation Programs | p. 195 |
Ethical Dilemma | p. 198 |
Make New-Employee Orientation Fun | p. 198 |
Avoid Common Mistakes | p. 199 |
Work with a Checklist | p. 199 |
Before the New Employee Arrives | p. 200 |
First Day on the Job | p. 200 |
During the First Week | p. 200 |
Tales from the Field | p. 201 |
Hands-on HRM | p. 204 |
Chapter 11 Training to Performance Standards | p. 207 |
Chapter Objectives | p. 207 |
HRM in Action | p. 208 |
Training Now and Development Later | p. 208 |
Benefits of Training and Development | p. 209 |
Tales from the Field | p. 211 |
Performance Standards and Needs Assessment | p. 211 |
Understanding Performance Management | p. 212 |
Ethical Dilemma | p. 213 |
Importance of Performance Standards | p. 213 |
Performance Standards and Training | p. 214 |
How to Set Performance Standards | p. 214 |
Determining Training Needs | p. 216 |
Approaches to Needs Assessment | p. 218 |
Determining Training Objectives | p. 218 |
Learning Principles | p. 219 |
Considerations When Selecting Training Techniques | p. 220 |
Training Methods | p. 221 |
Problems Associated with OJT | p. 222 |
Problems with Job Rotation and Cross-training | p. 223 |
Train the Trainer Programs | p. 223 |
Off-the-Job Training Methods | p. 224 |
Increased Use of Technology | p. 224 |
Other Training Methods | p. 226 |
Internships | p. 226 |
Role Playing | p. 226 |
Case Study | p. 226 |
Self-Study | p. 227 |
Evaluating Training | p. 227 |
Hands-on HRM | p. 231 |
Unit 4 Communication and Motivation | p. 235 |
Chapter 12 Performance Appraisals that Work | p. 237 |
Chapter Objectives | p. 237 |
HRM in Action | p. 238 |
Everyone Benefits from Effective Performance Appraisals | p. 238 |
Informal and Formal Appraisals | p. 239 |
Common Performance Appraisal Problems | p. 240 |
Tales from the Field | p. 241 |
Understanding Rater Biases | p. 242 |
The Halo-or-Horns Effect | p. 242 |
The Error of Central Tendency | p. 243 |
The Leniency and Strictness Biases | p. 243 |
Cross-Cultural Biases | p. 243 |
Personal Prejudice | p. 243 |
The Recency Effect | p. 244 |
Similar-to-Me Bias | p. 244 |
Overcoming Obstacles and Reducing Errors | p. 244 |
Performance Appraisal Methods | p. 244 |
Ethical Dilemma | p. 245 |
Rating Scales | p. 245 |
Checklists | p. 247 |
Forced Choice Method | p. 248 |
Critical Incidents Method | p. 249 |
Behaviorally Anchored Rating Scales | p. 250 |
Self-Appraisals | p. 252 |
360-Degree Performance Appraisal | p. 252 |
Evaluation Interviews and Employee Counseling | p. 253 |
Legal Constraints in Performance Appraisals | p. 254 |
Hands-on HRM | p. 257 |
Chapter 13 Effective Communication and Feedback | p. 261 |
Chapter Objectives | p. 261 |
HRM in Action | p. 262 |
The Communication Process | p. 262 |
An Example from Marriott | p. 262 |
Tales from the Field | p. 263 |
Which Communication Method Is Best? | p. 263 |
The Employee Grapevine | p. 264 |
Downward and Upward Communication | p. 265 |
Tales from the Field | p. 267 |
Verbal and Written Communication | p. 267 |
Ethical Dilemma | p. 269 |
The Information Superhighway | p. 269 |
Corporate Web-Surfing Policies | p. 271 |
Common Obstacles to Effective Communication | p. 271 |
Cultural Differences | p. 272 |
Differences in Background | p. 272 |
Prejudices and Perceptions | p. 273 |
Assumptions and Expectations | p. 274 |
Emotions | p. 274 |
Overcoming Barriers to Effective Communication | p. 275 |
Active and Passive Listening | p. 275 |
Providing Effective Feedback | p. 276 |
The Role of Positive Feedback | p. 276 |
The Role of Negative Feedback | p. 277 |
Guidelines for Providing Feedback That Works | p. 277 |
Hands-on HRM | p. 281 |
Chapter 14 Employee Discipline | p. 285 |
Chapter Objectives | p. 285 |
HRM in Action | p. 286 |
Causes for Discipline | p. 286 |
Cause 1 Rules and Procedures Are Vaguely Written, Misunderstood, and Ignored | p. 286 |
Tales from the Field | p. 287 |
How to Ensure Acceptance and Compliance | p. 288 |
Cause 2 Employees Lack Sufficient Abilities, Knowledge, Skills, or Aptitude | p. 289 |
Cause 3 Employees Have Personality and Motivational Problems | p. 290 |
Cause 4 Troublesome Environmental Factors | p. 291 |
Preventive and Corrective Discipline | p. 291 |
Oral or Verbal Warning | p. 293 |
Written Warning | p. 293 |
Suspension | p. 293 |
Ethical Dilemma | p. 294 |
Termination | p. 294 |
Six Discipline Don'ts | p. 295 |
Don't Regard Discipline as Punishment | p. 295 |
Don't Make Discipline a Me Against You Confrontation | p. 296 |
Don't Do Too Little Too Late | p. 296 |
Don't Create New Rules "on the Fly" | p. 297 |
Don't Take a Nonprogressive Approach Unless Unavoidable | p. 297 |
Don't Ignore the Root Causes | p. 297 |
Five Discipline Dos | p. 297 |
Do Thoroughly Investigate | p. 298 |
Do Confront the Employee | p. 298 |
Do Get a Commitment | p. 300 |
Do Use Progressive Discipline When Possible | p. 300 |
Do Follow Up on Employee Discipline | p. 300 |
When to Terminate an Employee | p. 301 |
Legal Implications When Terminating an Employee | p. 302 |
Guidelines for Terminating an Employee | p. 303 |
Hands-on HRM | p. 306 |
Chapter 15 Employee Motivation through Quality Leadership | p. 311 |
Chapter Objectives | p. 311 |
HRM in Action | p. 312 |
Relationship between Leadership and Motivation | p. 312 |
Motivational Theories | p. 313 |
Early Theories of Motivation | p. 313 |
The Traditional Model | p. 313 |
Tales from the Field | p. 314 |
The Human Relations Model | p. 314 |
The Human Resources Model | p. 315 |
Later Theories of Motivation | p. 316 |
Maslow's Hierarchy of Needs | p. 316 |
Herzberg's Motivation-Hygiene Theory | p. 317 |
Modern Approaches to Motivation | p. 318 |
The Expectancy Approach | p. 319 |
Implications for Hospitality Managers | p. 319 |
Ethical Dilemma | p. 320 |
Making the Reward System Cost-Effective | p. 321 |
The Equity Theory | p. 322 |
Putting Motivational Practices to Work | p. 322 |
Employees Seek Praise | p. 322 |
Employees Seek Convenience | p. 323 |
Employees Seek Fun | p. 323 |
Employees Seek Money | p. 323 |
Employees Seek Importance | p. 324 |
Employees Seek Success | p. 324 |
Employees Seek Advancement | p. 325 |
What Is Leadership? | p. 325 |
Early Leadership Theories | p. 325 |
Modern Views and Charismatic Leadership | p. 327 |
Formal and Informal Authority | p. 327 |
Deciding Whom to Promote | p. 328 |
Technical Skills | p. 328 |
Human Relations Skills | p. 328 |
Conceptual Skills | p. 328 |
What's Your Style? | p. 329 |
Which Style Is Best? | p. 329 |
Hands-on HRM | p. 334 |
Index | p. 339 |