Preface.

Chapter 1: Introduction to Human Resources in the Hospitality Industry.

Overview of Hospitality Industry.

Managing Human Resources in the Organization.

Human Resources Activities.

External Influences.

Internal Influences.

Diversity in the Hospitality Workplace.

Overview of Diversity.

Implementing Diversity Initiatives.

Specific Human Resources Responsibilities.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Strategic.

Dimension: Tactical.

Dimension: The Friendly Competition.

Internet Activities.

Chapter 2: The Legal Environment of Human Resources Management.

Employment Law.

The Government’s Role in the Management of Human Resources.

A Manager’s Review of Significant Employment Legislation.

The Civil Rights Act of 1964 (Title VII).

The Age Discrimination in Employment Act of 1967.

The Pregnancy Discrimination Act of 1978.

The Worker Adjustment and Retraining Notification Act of 1989.

The Americans with Disabilities Act (ADA) of 1990.

The Family Medical Leave Act of 1993.

The International Legal Environment for Multi-National Hospitality Companies.

The Special Role of the Hospitality Unit Manager.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Societal Reaction.

Dimension: Company Procedure and Decision Making.

Dimension: The Unemployment Compensation Hearing.

Internet Activities.

Chapter 3: Human Resources Management: Policies and Procedures.

HR Policies and Procedures Activities.

Policy and Procedure Development.

Areas of Policy and Procedure Development.

Steps in HR Policy and Procedure Development.

Review for Legal Compliance.

Applying Advanced Technology to HR Policies and Procedures.

Information Dissemination.

Information Storage.

HR Policies and Procedures Documentation and Record Keeping.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Workforce Enhancement.

Dimension: Recordkeeping and Documentation.

Dimension: Policy Development.

Internet Activities.

PART II: SECURING HUMAN RESOURCES.

Chapter 4: Employee Recruitment and Selection.

Factors Affecting Recruiting Efforts.

The Search for Qualified Employees.

Internal Search.

External Search.

Outsourced Search.

Factors Affecting Selection Efforts.

Application.

Interviews.

Testing.

Background checks.

References.

Negligent Hiring.

Job Offers.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Societal Responsibilities.

Dimension: Company Procedures and Decision Making.

Dimension: Negligent Hiring.

Internet Activities.

Chapter 5: First Impressions and an Ethical Foundation.

The New Employee Adaptation Process.

Employee Adaptation Concerns.

Steps in the Adaptation Process.

Orientation Programs and Procedures.

Goals of Orientation Programs.

Use an Orientation Checklist.

Departmental Induction Procedures.

Orientation Follow-Up.

Employee Handbooks.

Employee Handbooks Are Necessary.

Important Policies and Procedures Are Identified.

Mentoring Programs.

Background.

Implementing a Formal Mentoring Program.

Human Resources and Ethical Concerns.

What Are Ethics?

Codes of Ethics.

Corporate (Social) Responsibility.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Employer-of-Choice Concerns.

Dimension: Human Resources Issues.

Dimension: Employee Retention Issues.

Internet Activities.

PART III: HUMAN RESOURCES IN ACTION.

Chapter 6: Planning Training Programs.

Introduction to Training.

What is Training?.

Benefits of Training.

Obstacles to Training.

Training Myths.

Learning Principles Drive Training Principles.

Focus on the Trainer.

Use a Formal Training Process.

Step 1: Define Training Needs.

Step 2: Conduct a Position Analysis.

Step 3: Define Training Objectives.

Step 4: Develop Training Plans.

Step 5: Develop Training Lessons.

Step 6: Develop a Training Handbook (file).

Step 7: Prepare Trainees.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Relations Management in Action.

Dimension: Supervision.

Dimension: Planning for the Training.

Dimension: Strategy.

Internet Activities.

Chapter 7: Delivering and Evaluating Training Programs.

Introduction to Individual On-Job Training.

Steps in On-job Training.

Step 1: Preparation.

Step 2: Presentation.

Step 3: Trainee Practice and Demonstration.

Step 4: Coaching.

Other Individual Training Methods.

Introduction to Group Training.

Preparing for Group Training.

Training Room Requirements.

Audio-Video Requirements.

Facilitating Group Training Sessions.

Trainer Presentation Skills.

Interacting With Group Participants.

Managing Special Training Issues.

Training Evaluation.

Reasons to Evaluate Training.

Levels of Training Evaluation.

Training Evaluation Methods.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Strategic.

Dimension: Marketing.

Dimension: Planning for Training.

Internet Activities.

Chapter 8: Compensation Programs.

Compensation Management.

Legal Aspects of Compensation Management.

Federal Legislation.

State Legislation.

Local Legislation.

Direct Financial Compensation.

Salaries.

Wages.

Incentives and Bonuses.

Tips.

Indirect Financial Compensation.

Mandatory Benefits.

Voluntary Benefits.

Other Voluntary Benefits.

Non-Financial Compensation.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Employee Perspective.

Dimension: Management Perspective.

Dimension: Compensation Program Assessment.

Internet Activities.

Chapter 9: Performance Management and Appraisal.

Performance Management.

Overview of Performance Appraisal.

Common Performance Appraisal Methods.

Other Performance Appraisal Methods and Issues.

Progressive Discipline.

Documented Oral Warning.

Written Warning.

Suspension.

Dismissal.

Behavior Improvement Tactics.

Reinforcement of Appropriate Behavior.

Elimination of Unacceptable Behavior.

Employee Separation.

Voluntary Separation.

Non-Voluntary Separation.

Exit Interviews.

Legal Considerations of Performance Management and Appraisal.

Title VII of the Civil Rights Act.

Equal Pay Act.

Americans with Disabilities Act.

Age Discrimination in Employment Act.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Performance Appraisals.

Dimension: Responsibility to the Team.

Dimension: Responsibility to the Individual.

Internet Activities.

Chapter 10: Employee Health and Safety.

Legal Aspects of Employee Protection.

Occupational Safety and Health Act.

Civil Rights Act of 1964 re: Harassment.

Employee Health.

Worksite Health.

Employee Assistance Programs (EAPs).

Employee Wellness Programs.

Employee Safety and Security.

Employee Safety Programs.

Crisis Management Programs.

Employee Security Programs.

Zero Tolerance Harassment Programs.

Preventing Workplace Violence.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Employee Protection.

Dimension: Management Response.

Dimension: Company Protection.

Internet Activities.

PART IV: SPECIAL HUMAN RESOURCES CONCERNS.

Chapter 11: Role of Human Resources in Strategic Planning and Organizational Change.

Organizational Change is Constant.

Human Resources and Strategic Planning.

Close Look at Strategic Planning Process.

Summary of Strategic Planning Process.

Continuum of Change.

Two Basic Types of Change.

Role of Human Resources in Change.

Resistance to Organizational Change.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Strategic Planning.

Dimension: Employee Resistance to Change.

Dimension: Human Resources and Change.

Internet Activities.

Chapter 12: Critical Issues in Human Resources Management.

Unionization in the Hospitality Industry.

Reasons for Union Affiliation.

A Brief History.

The Unionization Process.

The Collective Bargaining Process.

Contract Administration.

A Multi-Generational Workforce.

Overview of the Generations.

Managing the Generations.

Downsizing and Outsourcing.

Downsizing Tactics.

Outsourcing Tactics.

Succession Planning Activities.

Career Development Programs.

Advantages.

Procedures for Career Development.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources Management in Action.

Dimension: Collective Bargaining Process.

Dimension: Supervision.

Dimension: Financial Management Concerns.

Internet Activities.

Chapter 13: Human Resources: Planning for Global Expansion.

Hospitality and Tourism Is a Global Industry.

Global Imperative: Why Hospitality Companies Expand Internationally.

Stages of Global Expansion.

Globalization and Effective Human Resources Management.

Cultural Factors Impact International Operations.

Cultural Concerns Are Important.

Cultural Dimensions Impact Hospitality Operations.

Focus on International Assignments.

Background.

Selection Issues.

Preparation Activities.

On-Job Concerns.

After Assignment Follow-up.

Managing Employees during Global Assignments.

Use Locals or Expatriates?.

Basic Concerns are Important.

Details! Details!.

Human Resources Glossary.

For Your Consideration.

Case Study: Human Resources in Action.

Dimension: Strategic.

Dimension: Expatriate Selection.

Dimension: Expatriate Placement.

Internet Activities.

Index.