This fully updated and expanded second edition of Human Resource Management examines the role of human resource management in the hospitality and tourism industry. The subject is approached from four perspectives: * the social psychology of managing people * the economics of labour * the practical techniques * strategy.

The author argues that labour costs, labour utilisation, labour market behaviour and pay are inseparable from the skills of managing people. The book contains an important analysis of the labour market for this industry and now, in its second edition includes, among others, chapters on attitude measurement, customer-employee relations, questionnaire design and organizational change.
Human Resource Management in the Hospitality and Tourism Industry is written in a clear, user-friendly style and offers a challenging view of the subject and an opportunity to learn an important aspect of management in an applied context. It is appropriate for degree level students and practitioners in the industry.

chapter 1|4 pages


part |2 pages

Part One An Anatomy of the Hotel and Catering Labour Market

chapter 2|8 pages

Understanding labour markets

chapter 4|5 pages

Overtime and labour costs

part |2 pages

Part Two People at Work

chapter 5|5 pages

Stating the problem

chapter 7|11 pages


chapter 8|5 pages

Negative behaviour

chapter 9|6 pages

Groups and teams

chapter 10|3 pages

Feelings about pay

chapter 11|5 pages

Organizations and authority

chapter 12|10 pages

Attitudes and attitude measurement

chapter 13|9 pages

Understanding customer–staff relations

part |2 pages

Part Three Some Useful Techniques

chapter 14|11 pages

Labour utilization and productivity

chapter 16|14 pages

Recruitment and selection

chapter 17|4 pages


chapter 18|14 pages

Pay administration

chapter 19|4 pages

Grievance and dispute management

chapter 20|6 pages

Personnel administration

chapter 21|5 pages

The costs of training

chapter 22|7 pages

Questionnaire design

part |2 pages

Part Four Human Resource Management and Quality

chapter 24|4 pages


part |2 pages

Part Five Management at the Corporate Level

chapter 26|11 pages

Career management

chapter 27|6 pages

Organizational change

chapter 28|11 pages

Developing labour strategies