Table of Contents

Part 1 The hospitality industry HRM context 1. Background to the industry’s workforce 2. The human resource management (HRM) concept 3. Organizational culture Part 2 Effectively resourcing the hospitality organization 4. Modern labour markets 5. Job design 6. Recruitment 7. Employer branding 8. Selection 9. Appointment and induction Part 3 Developing the human resource 10. Performance management and appraisal 11. Training 12. Management development: talent management 13. Emotions and well-being at work (by Dr. Conor Sheehan) Part 4 Rewards and Remuneration 14. Reward systems 15. Job evaluation 16. Incentives 17. Employee benefits Part 5 The Employment Relationship 18. Labour turnover and workforce stability 19. Employee relations 20. Employment law 21. Digital human resource management (by Dr. Ioannis Pantelidis) 22. Productivity Part 6 HRM and hospitality: contemporary issues 23. Organizing human resources 24. Managing hospitality people 25. Managing in the international context 26. HRM and multi-site hospitality operations 27. Customer care and service quality 28. Business ethics 29. Career paths in hospitality (by Dr. Maria Gebbels) Appendices A. Lux Hotels case study B. GastroPubs, Restaurants & Bars plc case study C. Red Carnation Hotels Collection case study D. Pan Pacific Hotels and Resorts case study E. Staff Training: A Responsibility for All F. Resources and Organizations: Links

About the Author

Michael J. Boella is Faculty Fellow at the University of Brighton and specialized in teaching and writing on the subjects of Human Resource Management and Law.

Steven Goss-Turner is Honorary Research Fellow, and formerly Head of Operations and Partnerships, at the School of Sport and Service Management at the University of Brighton.

Reviews

"This edition brings the reader to the forefront of contemporary issues affecting the hospitality sector, including the changing business environment and technological trends. It offers valuable insights into the hospitality industry and its workforce, focusing on the context, policies and practices that shape current human resource management, combining theoretical perspectives, industry case studies and best practice advice."Prof. Adele Ladkin, Bournemouth Univeristy, UK "The wide range of current HR topics in the field of hospitality, combined with up-to-date practitioner and consultancy experiences, make this fully revised edition of this seminal text an essential read for any student or professional in the area of hospitality human resource management."Prof. Florian Hummel, IUBH University of Applied Sciences, Germany"Well-informed HR management is one of the driving factors in the hospitality industry and this edition highlights the enormous changes the sector is facing; for example, the developments arising from rapid digitalization, attitudes towards social responsibility and staff development and retention. The case study approach is perfect for university students studying in an applied sciences and international environment."Peter Birdsall, Wittenborg University of Applied Sciences, Netherlands