Human Resource Management in Hospitality Cases

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. Chapters are comprised of 75 short vignettes, split intonine sections that reflect and cover the primary challenges facing hospitality managers on a daily basis, including leadership credibility, building and managing employee performance, managing a diverse workforce, dealing with problem behaviors, and many others, all contextualised within the hospitality industry. With a main "think point" and series of questions for each case, the book is a highly insightful and engaging read. Suggested answers and solutions to the questions can be found within the extensive online resources that complement the book. Each section is also contextualized and theorized with an additional reading section, organized by key concept. This book will be essential for all students of hospitality and an invaluable resource for current practitioners in the field as well.

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

Peter Szende has over 25 years of management experience in the hospitality industry in both Europe and North America. He joined Boston University’s School of Hospitality Administration as a faculty member in 2003. Between 2016–2019, he served as the associate dean of academic affairs at Boston University. Currently, Peter is programme lead in hospitality management at Oxford Brookes Business School in the UK. Dr. Szende received a Fulbright U.S. Scholar Grant in 2014. Suzanne Markham Bagnera has over 20 years of hospitality management experience followed by over 15 years of higher education experience. She joined the faculty at Boston University, School of Hospitality Administration in 2015. In 2019, she was promoted to chair of undergraduate programs and is presently ranked as a clinical assistant professor. Dr. Bagnera received the Lamp of Knowledge Award for being an Outstanding US Educator in 2016 from the American Hotel Lodging Educational Institute. Danielle Clark Cole is the director of human resources at Trillium Brewing Company in Boston. She is a graduate of the Boston University School of Hospitality Administration and has human resources leadership experience in both Massachusetts and Hawaii at both union and non-union properties.