1st Edition

Human Resource Management in Hospitality Cases

    308 Pages 76 B/W Illustrations
    by Routledge

    308 Pages 76 B/W Illustrations
    by Routledge

    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.


    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


    Peter Szende has over 25 years of management experience in the hospitality industry in both Europe and North America. He joined Boston University’s School of Hospitality Administration as a faculty member in 2003. Between 2016–2019, he served as the associate dean of academic affairs at Boston University. Currently, Peter is programme lead in hospitality management at Oxford Brookes Business School in the UK. Dr. Szende received a Fulbright U.S. Scholar Grant in 2014.

    Suzanne Markham Bagnera has over 20 years of hospitality management experience followed by over 15 years of higher education experience. She joined the faculty at Boston University, School of Hospitality Administration in 2015. In 2019, she was promoted to chair of undergraduate programs and is presently ranked as a clinical assistant professor. Dr. Bagnera received the Lamp of Knowledge Award for being an Outstanding US Educator in 2016 from the American Hotel Lodging Educational Institute.

    Danielle Clark Cole is the director of human resources at Trillium Brewing Company in Boston. She is a graduate of the Boston University School of Hospitality Administration and has human resources leadership experience in both Massachusetts and Hawaii at both union and non-union properties.

    ‘As a hospitality and culinary educator, it’s great to see a book that is focused on the specific needs of our industry, rather than one that uses generic scenarios. The vignette approach allows for the discussion of relevant cases, rather than just stating theory. A welcome addition to the limited body of knowledge related to human resources in the hospitality industry.’

    Samuel Glass M.Ed CEC CCE AAC, School of Hospitality, Tourism and Culinary Arts, Canada


    'A timely book that focused on applied skills needed to address today's complex issues within the hospitality and tourism industry. The ‘Think Point’ sections highlight authentic hospitality and tourism examples and/or cases to challenge students to think critically and creatively. Students will be motivated to use complex leadership behaviors to demonstrate a mastery of knowledge and key concepts. Future hospitality leaders will be made from the exposure of this textbook.'

    James Arthur Williams, University of Tennessee, USA


    ‘Hospitality leaders know the greatest challenge the industry faces is in human resources, including talent acquisition, management, and retention. The need to assure Hospitality Management graduates attain the skills and knowledge required to manage human resources is high. This is an overdue teaching resource that will improve instruction - providing real-life cases students need to solidify understanding and strengthen management skills.’

    James Griffin Ed.D, College of Hospitality Management, Johnson & Wales University, USA