Hospitality/Service Industry
The following is a list of EEO resources on the hospitality/service industry.
These resources can either be borrowed from the EEO Library, or can be
downloaded directly. The link to the library catalogue record is included, or in
the case of electronic resources, the direct link is included.
BOOKS
Sexual Harassment Prevention Pack for the Hospitality Industry
This information kit contains two leaflets on sexual harassment, and covers issues pertaining
to policy and practice; procedures for handing initial complaints; and complaints to the
Human Rights Commission. The study provides a description of the nature, context and
impact of sexual harassment complaints in New Zealand. It reveals important trends about
where harassment is occurring most, who is responsible and the impacts on victims and
society. Further, the data provides insight into who sexual harassment prevention
programmes should be targeting and statistics to use in sexual harassment prevention
training and discussions.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=4180
Managerial Competence within the Tourism and Hospitality Service Industries:
Cross Cultural Dimensions
This UK publication outlines managerial competence within the hospitality and tourism
service industries. The book discusses a number of issues, including intercultural
communication competence; communication, culture and managerial functions; and
theoretical perspective on intercultural communication. The Australian hospitality and
tourism industries are profiled, and the challenges faced in terms of cultural diversity are
discussed.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7537
Human Resource Management in the Hospitality Industry: An Introductory Guide
This US publication is an introductory guide to HRM in the hospitality industry. The book
examines a range of issues, from recruitment and selection to performance management,
training and management development, remuneration, employee relations and employment
law, turnover, business ethics, managing people, and managing in an international context.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7536
Employment Relations in the Hospitality and Tourism Industries
This UK book combines previously unpublished data from the workplace employee relations
survey 1998 and the authors own research and literature on employment relations in the
hospitality and tourism industries. Drawing out the themes of international and national
hospitality, the book looks at the role of management in employment relations, as well as
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the structure and patterns of working time, flexible working, recruitment and selection, skills
shortages, employee turnover, training and development, employment law, and how
workers perceive their roles.
http://opac.eeo.katipo.co.nz/cgi-bin/koha/opac-detail.pl?bib=7538
ELECTRONIC RESOURCES
Serving up Flexibility: Creating Flexible Workplaces in the Restaurant and Catering
Industry
This publication discusses the creation of flexible workplaces in the restaurant and catering
industry in Australia. The report outlines what flexible working is, key principles, how to
implement flexible working patterns in these industries and relevant industry legislation. A
range of case studies are also provided.
http://www.workplace.gov.au/NR/rdonlyres/F59B169D-083A-40DF-A9486542A0DADFCD/0/A4inner.pdf
Labour Turnover & Costs in Australian Accommodation Industry
This Australian publication looks at the costs associated with turnover in the accommodation
industry. The research found that the turnover rate for operational employees was 50.74%
and 39.19% for executives, supervisors and departmental managers. The average cost
associated with replacing managerial staff was $109,909 per hotel per annum. Issues
contributing to turnover, and the costs associated with recruiting and training new staff are
also highlighted.
http://www.ttf.org.au/research/pdf/2006/TTF_Hotel_Turnover_Report.pdf
Equality/Diversity and Quality Customer Service
This report outlines looks at changes that have occurred both in Ireland and internationally
in the promotion of equality/diversity in customer service. The report looks at best practice
examples and also identifies areas for further development.
http://www.bettergov.ie/attached_files/upload/publications/Equality-DiversityAndQCS.pdf
Recruitment and Retention of the Frontline and Hourly Wage Worker: A Business
Perspective
This 16 page document discusses the implications of high turnover on business, particularly
of frontline and hourly wage workers. Included are two strategies for increasing employee
retention and steps employers can take in adopting effective workplace principles.
http://www.uschamber.com/NR/rdonlyres/eaahfjzv2pag7eqxitkt7nyzkeqe2qagmdc64hphmb
qowhucdmqxy4efnh5cvyg5man3epzcva27addrqh4tzdrfsgf/ICWFrontline2007.pdf
The following three resources are from the Cornell University School of Hotel
Administration. Registration is required to access these resources, however registration is
free:
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Retaining Management Talent: What Hospitality Professionals Want from their Job
This US report looks at how to retain management talent in the hospitality industry by
specifically looking at what hospitality professional want from their jobs. The study identifies
the job characteristics that increase employee engagement, and findings indicate that
hospitality professionals actively engage in managing their own careers, and as such are
looking for challenging opportunities, competent leadership, and fair remuneration. The
report also outlines the costs associated with employee turnover, from line-level employees
to managers.
http://www.hotelschool.cornell.edu/chr/pdf/showpdf/chr/research/taylorwalshtopost2.pdf
The Cost of Turnover
This short document outlines the issue of employee turnover in the hospitality industry. The
report draws on previous research which looked at employee turnover, and outlines reasons
why employees leave.
http://www.hotelschool.cornell.edu/chr/pdf/showpdf/publications/hraq/feature/pdf/410600.
pdf?my_path_info=publications/hraq/feature/pdf/410600.pdf
Dimensions of the Glass Ceiling in the Hospitality Industry
This short article outlines how identifying the specific dimensions of the glass ceiling should
assist in the career development of women in the hospitality industry.
http://www.hotelschool.cornell.edu/chr/pdf/showpdf/publications/hraq/feature/pdf/401299.
pdf?my_path_info=publications/hraq/feature/pdf/401299.pdf
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