Human resource management in hospitality cases

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--

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 into nine 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.