Managing People In The Hospitality Industry

Managing People in the Hospitality Industry This is a book about being a successful manager in the complex hospitality industry. Approaching the subject in the context of personal development, it offers future managers essential knowledge and insight into the opportunities, the constraints, the problems and the solutions that face management at any level in the industry. Structured in six parts, this comprehensive volume is not merely concerned with the social and psychological aspects of people management, but also with the economics of labour, including: labour costs, utilisation, labour market behaviour and pay. These aspects are conjoined in the book with the skills of people management to reflect the dynamics of real-life practice. Combining theory and practice, Managing People in the Hospitality Industry offers a concise portrait of the industry at work and is essential reading for the hospitality managers of tomorrow. Michael Riley is Professor Emeritus at the University of Surrey, UK. Hospitality Essentials Series Series Editor: Roy C. Wood, Faculty of Business and Law, University of Northampton Hotel Accommodation Management Edited by Roy C. Wood Strategic Questions in Food and Beverage Management Roy C. Wood Improving Sustainability in the Hospitality Industry Frans Melissen and Lieke Sauer Managing People in the Hospitality Industry Michael Riley For more information about this series, please visit: www.routledge.com/HospitalityEssentials-Series/book-series/RHE Managing People in the Hospitality Industry Michael Riley I : p LONDON AND NEW YORK First published 2019 by Routledge 2 Park Square, Milton Park, Abingdon, Oxon OX14 4RN and by Routledge 52 Vanderbilt Avenue, New York, NY 10017 Routledge is an imprint o f the Taylor & Francis Group, an informa business © 2019 Michael Riley The right of Michael Riley to be identified as author of this work has been asserted by him in accordance with sections 77 and 78 of the Copyright, Designs and Patents Act 1988. All rights reserved. No part of this book may be reprinted or reproduced or utilised in any form or by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any information storage or retrieval system, without permission in writing from the publishers. Trademark notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe. British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library Library o f Congress Cataloging-in-Publication Data A catalog record has been requested for this book ISBN: 978-1-138-29686-2 (hbk) ISBN: 978-1-138-29688-6 (pbk) ISBN: 978-1-315-09968-2 (ebk) Typeset in Garamond by Apex CoVantage, LLC Contents List o ffigures List o f tables Preface PART I Management judgement and decision-making 1 Management judgement and decision-making 2 Personal and organisational knowledge PART II People at work The importance of a good start - the psychological contract 4 Motivation 5 Negative behaviour 6 Commitment, job satisfaction and empowerment 7 Group behaviour and teams 8 Understanding attitudes 9 Identity and diversity 10 Organisations and authority 3 PART III The economics of labour in hospitality 11 Economics of labour in hospitality 12 Hotel and catering labour markets 13 Throughput management - productivity 14 The measurement of labour turnover and stability PART IV Human resource management in practice Administration - the necessary bureaucracy 16 Pay management 17 Appraisal 18 Recruitment and selection 19 Grievance and dispute management 15 PARTV The wider perspective 20 Developing Human Resource Management (HRM) strategies 21 Managing