Human Resource

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Overview of the Hotel Industry

Overview of the Hotel Industry

A working knowledge of the classifications used in the hotel industry is important to

understanding its organization. The various types of properties, their market orientation

and location, sales indicators, occupancy and revenues as they relate to levels of service,

and various types of business affiliations are all means of classifying hotel properties.

Figure 1-2 will serve as a reference point throughout this discussion.

 Types of Lodging Facilities

Human Resources Manager

In a full-service lodging property, the luxury of employing a human resources manager
is beneficial for everyone. This person is responsible for administering federal, state, and
local employment laws as well as advertising for and screening job candidates and inter-
viewing, selecting, orienting, training, and evaluating employees. Each department direc-
tor can rely on the human resources manager to provide leadership in the administration
of complex personnel.
Staffing a food and beverage or housekeeping department involves many time-
consuming tasks:

Case Study1 - Hotel Management

It is Thursday morning at The Times Hotel. The reservations manager has printed the list of reservations
for the day. The front office staff has prepared 252 packets for guests who have preregistered for the Pet
Owners of the Americas Conference. The Times Hotel has been designated the headquarters for the cat
owners, while The Sebastian Hotel, located twoblocks away, has been designated the headquarters
for the dog owners. The participants in the Pet Owners of the Americas Conference are supposed to start
arriving at noon.The Times Hotel had a full house on Wednesday

Case Study2 - Hotel Management

The following script. fictionalizes a hotel general manager’s weekly staff meeting. Several students
should act the roles of staff members, while other students observe and analyze the communications.
Margaret Chu    (general manager): Good morning,everyone! It’s great to gather once again to discuss
our challenges and plan for the future. Let’s see,Ana, you asked to have time today to discuss the
issue of too few parking spaces in the hotel garage.
Ana Chavarria (front office manager): Yes, and this problem is causing all kinds of difficulties for my

What Is Hospitality Management?

What Is Hospitality Management?

When most people think of the hospitality industry, they usually think of hotels
and restaurants. However, the true meaning of hospitality is much broader
in scope. According to the Oxford English Dictionary, hospitality means “the reception
and entertainment of guests, visitors or strangers with liberality and good will.” The
word hospitality is derived from hospice, the term for a medieval house of rest for travelers
and pilgrims. Hospice—a word that is clearly related to hospital—also referred

10 Ethical Principles for Hospitality Managers

The hospitality industry has become so competitive that if customers and employees
are dissatisfied, they will go elsewhere. We want to be able to trust the
people we do business with, but life has become more difficult and expensive,
and ethical shortcuts have become the norm. The following 10 Ethical Principles
for Hospitality Managers were adopted from Josephson Institute of Ethics’
“Core Ethical Principles.” They have served as the basis of ethics research coming
out of Isbell Hospitality Ethics for the past 15 years. A chapter-by-chapter

MOTIVATIONS, NEEDS, AND EXPECTATIONS

Guests and customers visit various hospitality operations today with very
distinct motivations, needs, and expectations (MNEs). Your ability to not only
meet but actually exceed your guests’ MNEs will play a large role in determining
your operation’s success or failure. The most successful hospitality enterprises
understand this concept quite well, and those operations also understand that
the very best way to meet and exceed customer MNEs is to have a well-trained,
dynamic, and motivated staff. Quality management and leadership is also of the

Founders of the Hotel Industry

Founders of the Hotel Industry

A history of the founders of the hotel industry provides an opportunity to reflect upon our heritage. Learning about the founding giants such as Statler, Hilton, Marriott, Wilson, and Schultz, to name a few, allows a student of the hotel industry to discover the interesting  lineage of hoteliers. The insights afforded by the efforts of these innovators who carved out the modern hotel industry may help future professionals with their own career planning.

E. M. Statler

DISCRIMINATORY PRACTICES

DISCRIMINATORY PRACTICES
What Discriminatory Practices Are Prohibited by Title VII?
Under Title VII, it is illegal to discriminate in any aspect of employment,
including the following:
• Compensation, assignment, or classification of employees
• Transfer, promotion, layoff, or recall
• Job advertisements
• Recruitment
• Testing
• Use of company facilities
• Training and apprenticeship programs
• Fringe benefits
• Pay, retirement plans, and disability leave
• Other terms and conditions of employment

The history of the hotel industry

The history of the hotel industry is also filled with notable concepts that shaped the

products and services offered.

The atrium concept design, limited-service hotels, and technology were notable in-

novations. Management concepts such as marketing and total quality management

(TQM) offered managers a new way to do business in hotels. The major U.S. economic

reorganization in the late 1980s shaped the way hotels could become profitable. Also, in

the 1990s, a new term appeared that changed the financial structuring and operation of