CHAPTER ONE
Hospitality Industry- the range of for-profit and not-for-profit organizations that provide lodging
and/or accommodations including food services for people when they are away from their
homes
Labor-intensive- the situation in which people rather than technology and equipment are used
to provide products and services for an organization’s consumers
Revenue- the amount of money generated from the sale of products and services to consumers
of the hospitality operation
Human resources (HR)- the persons employed by a hospitality or tourism organization
Human resources management (HRM)- processes used by a hospitality or tourism
organization to enhance its performance by effectively using all of its staff members
Intrapreneur- an employee of an organization whose compensation, in whole or in part, is
based on the financial performance of the part of the business for which the person is
responsible
Management process- the process of planning, organizing, staffing, supervising, controlling,
and appraising organizational resources to attain goals
Resources- what an organization has available to achieve goals. Examples include people
(human resources), money, time, machinery, processes and procedures, energy (utilities), and
products such as food, beverages, and supplies.
Managers- staff members in the organization who direct the work supervisors
Supervisors- staff members in the organization who direct the work of entry-level personnel
Corporate culture- shared beliefs, experiences, and norms that influence how things are done
within organization
Value-added- the concept that the benefits of money spent on something are worth more to an
organization than the amount of money that is spent on its purchase
Human resources department- the department within a large hospitality or tourism
organization with the responsibility for recruiting, screening, and developing staff members.
Persons in this department also administer compensation and benefit programs, coordinate
safety practices, implement labor law requirements, and, if applicable, administer collective
bargaining agreements
Staff specialists- persons with technical expertise in an area such as human resources that
provide advice to, but do not make decisions for, managers in the organization’s chain of
command Employee turnover- the proportion of total employees replaced during a specific time period.
For example, the annual turnover rate can be calculated as the number of employees leaving
during a year divided by the number of employees in the workforce.
Employee union- an organization of employees who act together to protect and promote their
interests by collective bargaining with representatives of the hospitality and tourism organization
Policy- rules and regulations established by an organization that specify how applicable staff
members should act
Work procedure- a course of action or steps to be used to accomplish an objective; usually
developed to describe how a work task should be accomplished
Empowerment- the act of authorizing employees to make discretionary decisions within their
areas of responsibility
Downsizing- activities implemented to eliminate jobs in order to generate greater efficiencies
and cost savings
Diversity- The broad range of human characteristics and dimensions that impact the
employees’ values, opportunities, and perceptions of themselves and others at work
Executive committee- a group comprising department heads who serve as the organization’s
key management team and who, in this capacity, are responsible for the overall management of
the organization
CHAPTER THREE
HR policy(ies)- A course of action selected from alternatives and designed to guide future
decision making
HR procedures- the methods or steps used to effectively develop and apply HR policies
Garde-manger- pantry chef. Responsible for cold food production, including salads, salad
dressings, cold appetizers, charcuterie items, terrines, and similar dishes
Pattissier- pastry chef. Responsible for all baked items, including breads, pastries and desserts
Saucier- sauté station chef. Responsible for all sautéed items, including most sauces
Hard copy- the common term for a document that has been printed on paper
Personal file- a record of information about a single employee’s employment. Typically, this file
includes information about the employee’s personal status, application, performance
evaluations, and disciplinary warnings. Also known as a personnel file Employee handbook- a permanent reference guide for employers
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