HOSP MGMT Exam 1

Service leadership is not only about managing tasks -

its about serving other first (employees and guests)

a service leader models behaviors like -

empathy, fairness, and respect

when leaders treat employees well,

employees provide better service to guests

What does it mean for the hospitality industry to be 24/7/365?

hospitality never closes — hotels, casinos, airlines, and restaurants operate every hour of every day. Employees often work nights, weekends, and holidays. This creates unique HR challenges: scheduling, work-life balance, fatigue, and higher stress levels.

Hospitality turnover can exceed 100% per year. What does this mean?

some roles (like line cooks, servers, housekeepers) may need to be refilled multiple times a year. High turnover leads to constant recruiting, training, and onboarding - draining HR resources. Hidden costs: loss of institutional knowledge, lower morale, service disruption, and decreased guest satisfaction.

Servant leaders

sees leadership as an opportunity to serve others. shares power and control to drive engagement. measures success through growth and development. listens. understands its not about them.

Traditional leaders

sees leadership as a rank to obtain. uses power and control to drive performance. measures success through output. speaks. believes its about them.

Turnover isn’t just about hiring costs, it includes:

recruitment ads and job postings. interviewing and background checks. orientation and training time. lost productivity while new hires get up to speed.

The Functions of the HR Department: workforce planning and organizing

ensuring the right number of employees with the right skills are available at the right time. This includes forecasting labor needs, creating schedules, and structuring teams efficiently (e.g., adding extra banquet staff during wedding season)

The Functions of the HR Department: recruitment

Attracting potential employees to apply for open positions. In hospitality, this might involve job fairs, online postings, or referrals. Recruitment focuses on building a strong pool of qualified candidates.

The Functions of the HR Department: selection

Choosing the best candidate from the applicant pool. This often involves interviews, skills tests, and reference checks. In hospitality, selection emphasizes both technical skills (bartending, cooking) and soft skills (customer service, communication)

The Functions of the HR Department: training and development

Equipping employees with the knowledge and skills to succeed in their jobs. Training covers essentials like safety, service standards, or POS systems, while development focuses on long-term growth, such as leadership training for supervisors.

The Functions of the HR Department: compensation and benefits

Providing fair and competitive pay and benefits packages. In hospitality this can include wages, tips, bonuses, health insurance, PTO, and sometimes perks like discounted stays or meals. Compensation strategies help attract and retain talent.

The Functions of the HR Department: managing employee and labor relations

Maintaining positive relationships between employees and management. This includes handling grievances, negotiating with unions (in unionized hotels), and creating policies to foster fairness and engagement. Strong labor relations improve morale and reduce conflict.

The Functions of the HR Department: workplace safety and health

Ensuring a safe environment for employees and guests. This covers OSHA compliance, food safety, sanitation, ergonomics, and employee wellness initiatives. In hospitality, preventing accidents in kitchens, hotels, and casinos is critical to both employee well-being and business success.

Large Companies (Vice President of HR)

Typically found in hotel chains, resorts, or casinos with thousands of employees. The VP is part of the executive leadership team and directly influences company-wide strategy. Oversees multiple HR directors/managers in different locations. Focus is on strategic HR: culture, talent pipelines, succession planning, mergers/acquisitions, global policies.

Smaller Operations HR Director:

Found in boutique hotels, restaurants, or single-location venues. May be the sole HR professional, handling all functions personally — recruitment, payroll, training, compliance. Often wears multiple hats (sometimes also managing operations, accounting, or safety).

Responsibilities of HR Vice President and Director:

Ensure compliance with employment laws and safety standards. Develop and implement HR policies and procedures. Lead employee engagement, retention, and development efforts. Advise executives or owners on workforce-related decisions. Serve as a link between employees and top management.

Proficiencies needed for HR VP and Director:

Business Knowledge: Must understand budgets, revenue, and financial impact of HR decisions. Leadership: Ability to inspire, manage conflict, and build culture. Learning and Adaptability: Keep up with technology, laws, and best practices. Ethics: Model fairness and integrity in decision-making.

Human Resources Proficiencies

Technical knowledge and skills required to manage people effectively. Includes recruiting, training, compensation, benefits, compliance, and employee relations. Hospitality Example: An HR manager at a hotel must know food safety laws, wage rules for tipped employees, and how to handle union agreements.

Human Resources Proficiencies: Business

HR leaders must understand the financial side of operations. Proficiency in
budgeting, forecasting, and how labor costs impact profitability. Hospitality Example: A resort HR director needs to know how overtime or turnover affects profit margins during peak season.

Human Resources Proficiencies: Leadership

The ability to inspire, guide, and motivate people while managing conflict. Strong leadership means creating trust, maintaining morale, and modeling ethical behavior. Hospitality Example: A restaurant HR leader who motivates a team during a high-stress holiday rush ensures both employee satisfaction and guest service.

Human Resources Proficiencies: Learning

Continuous growth in both personal and organizational knowledge. Staying current on laws, technology, and best practices. Hospitality Example: An HR professional adopting new scheduling apps or e-learning platforms for staff training shows adaptability and lifelong learning.

Ethics

DOING THE RIGHT THING IN HR - FAIRNESS IN HIRING, PROMOTION, PAY, SCHEDULING, AND DISCIPLINE ETHICAL LEADERS BUILD TRUST AND REDUCE TURNOVER BY TREATING PEOPLE WITH RESPECT.

Corporate Social Responsibility (CSR)

Positively impacting society and the environment. Goes beyond compliance about creating value for employees, guests, communities, and the planet. Builds brand reputation and attracts younger generations.

Benefits of Technology in Human Resources

Efficiency: Reduces paperwork, automates repetitive tasks. Accessibility: Employees and managers can access systems anytime, anywhere. Analytics: HR can use data dashboards to track turnover, performance, and workforce trends.

Challenges of technology in Human Resources

Risk of impersonal interactions (losing the “human” in Human Resources). Privacy and cybersecurity concerns with storing sensitive data. Tech adoption: Training older employees or those less comfortable with technology.

Title VII of the Civil Rights Act

Protects against discrimination (race, gender, religion, national origin).

ADA (Americans with Disabilities Act)

Requires reasonable accommodations for employees and guests.

FLSA (Fair Labor Standards Act)

Governs minimum wage, overtime, and rules for tipped employees.

OSHA (Occupational Safety and Health Act)

Ensures a safe workplace (e.g., safe kitchens, slip-resistant floors, fire safety).

FMLA (Family and Medical Leave Act)

Grants eligible employees unpaid, job-protected leave for family/medical

reasons.

Ombudsman Role

Neutral party who helps resolve disputes fairly. Provides a confidential way for employees to raise concerns without fear of retaliation. Promotes trust and fairness in the workplace. Hospitality Examples: A restaurant mismanages tip pooling → leads to a wage theft lawsuit. A hotel denies accommodations for an employee with a disability → ADA violation. A casino with unsafe kitchen conditions → OSHA fine.

What is HR leadership in hospitality?

leads people strategy, culture, and compliance. drives employee success to enhance guest experience. balances business needs with people needs. coordinates multiple HR functions for diverse departments.

Why hospitality HR is unique

high employee turnover rates. seasonal and part-time staff require flexible scheduling. multiple departments with unique skill sets. service quality directly impacts guest satisfaction and revenue.

Diversity

multi-dimensional and complex, goes beyond visible traits, includes perspectives, experiences, ad values.

Basic: the variety of characteristics, experiences, and perspectives that make each person unique.

Categories of Diversity: race, ethnicity, gender, age, abilities, culture, religion, socioeconomic background, education, personality, thought styles, etc.

Commonly considered diversity characteristics

race ethnicity gender religion sexual orientation mentally or physically challenged parental status cultural dimensions and background age

Workplace inclusion - how?

making diversity a strength, limit conflict and potentially illegal actions. Make a welcome call or email. Pair new employees with mentors. Personally introduce the employee around. Ask “how is it going?” and listen. Sit down after a week or two and talk.

barriers to communication

Communication can be disrupted by difference in culture, language, and perspective. These challenges may cause misunderstanding or conflict.

Common issues w barriers to communication

not listening actively, using alienating or exclusionary language, relying on stereotypes or assumptions.

Developing cross-cultural interaction skills

increase personal awareness, learn about other cultures, recognize and practice cross-cultural interaction skills, maintain awareness, knowledge and skills.

Technology in HR: HR Tech tools

Used to support and lead diverse employees (communication platforms, e-learning, engagement apps)

Technology in HR: Tracking & Analytics:

Monitor workforce demographics, pay equity, and promotion rates

Compliance: Helps meet diversity, equity, and inclusion (DEI) reporting and legal requirements Real-world example: Applicant Tracking Systems

(ATS) can be used to remove bias in resumes by anonymizing applications.

Technology in HR: Compliance

Helps meet diversity, equity, and inclusion (DEI) reporting and legal requirements.

Technology in HR: Real-world example

Applicant Tracking Systems (ATS) can be used to remove bias in resumes by anonymizing applications.

Most common forms of forms of discrimination that take place in the hiring process. What can be done to stop the inappropriate practices?

Ex. pregnant

Define what constitutes sexual harassment

Unwelcome conduct based on gender or sexual nature that affects employment or creates a hostile environment

Two Main Types:

• Quid pro quo: Job benefits (hiring, promotion, raises) are conditioned on sexual favors

• Hostile work environment: Offensive conduct that interferes with work performance. Can be created by managers, supervisors, coworkers, or even

non-employees.

how to handle sexual harassment complaints.

Strong, clear sexual harassment policy

Training for employees and supervisors

Reporting procedures and prompt investigation

major laws affecting employment: Equal Pay Act

Requires equal pay for equal work regardless of gender.

Covers wages, benefits, and other forms of compensation.

Title VII of the Civil Rights Act

• Prohibits discrimination based on race, color, religion, sex, or national origin

• Covers hiring, promotion, compensation, and other employment practices

Age Discrimination in Employment Act (ADEA)

• Protects workers age 40 and older

• Prohibits age-based discrimination in hiring, firing, pay, or assignments

Vocational Rehabilitation Act

• Requires federal contractors to take affirmative action in hiring individuals with disabilities.

• Prohibits discrimination against qualified individuals with disabilities.

Pregnancy Discrimination Act

• Forbids discrimination based on pregnancy, childbirth, or related medical conditions

• Requires equal treatment in benefits, leave, and accommodations

Americans with Disabilities Act (ADA)

• Prohibits discrimination against individuals with disabilities.

• Requires reasonable accommodations in the workplace Federal Laws Affecting Discriminatory Practices.

The Civil Rights Act of 1991

• Strengthens protections against workplace discrimination

• Provides for damages and jury trials in intentional discrimination cases

Immigration Reform and Control Act (IRCA)

• Prohibits employment discrimination based on citizenship or immigration status

• Requires employers to verify employees’ work eligibility

IMPORTANT The Family and Medical Leave Act (FMLA)

• Provides eligible employees up to 12 weeks of unpaid, job-protected leave

• Covers family illness, personal medical needs, or birth/adoption of a child

Follow the steps necessary to ensure EEO enforcement and compliance.

1. File charge

2. Charge acceptance

3. serve notice

4. investigation/fact-finding conference

5. Cause/nocause

6. Conciliation

7. Notice to sue

EEOC’s Best Practices: Training & Culture

• Train HR leaders and employees on EEO laws

• Promote an inclusive culture

• Develop policies with EEO principles in mind

EEOC’s Best Practices: Recruitment & Promotion

• Establish neutral and objective selection criteria

• Ensure criteria don’t disproportionately exclude groups

• Make promotion standards clear and well known

• Recruit, hire, and promote fairly (including outside agencies)

EEOC’s Best Practices: Compliance & Monitoring

• Monitor compensation practices and overall compliance

• Analyze duties, functions, and competencies for consistency

• Protect employees against retaliation

This statement focuses on what the company aspires to be.

Vision

The detailed job duties and responsibilities, including how the job is to be done, is referred to as the ___.

Job description

The list of the knowledge, skills, and abilities needed to do a job is referred to as the ___.

job specification

If you made your plans correctly, it is not necessary to monitor and evaluate your progress toward goal completion. True or False?

False

This is the company’s shared moral and social values, beliefs, and behaviors.

Culture

Workforce planning is unique in that it’s one of the few human resource activities that does not use any technology. True or False?

False

A ___ is when a manager identifies the job duties and responsibilities and assess how each job contributes to the organization’s goals.

job analysis

The strategy in strategic human resources refers to the connection between human resources and the organizational goals of the organization. True or false?

true

Budgeting begins once money is starting to be spent in a given period.

True or False?

False

How many employees are available to hire is the labor ___.

supply

This human resource core function is key when a union represents the employees of a company.

labor relations

This human resource core function focuses on the needs analysis to determine the HR needs of various departments.

talent recruitment and selection

Operational plans provide managers with a step-by-step approach to accomplish goals. True or false?

true

___ establishes the basis for the other functions.

planning

This defines the business activity, who the company is, and what it does.

mission