HUMAN RESOURCES MANAGEMENT
IN THE HOSPITALITY INDUSTRY
HRIM 480

CONTACT INFORMATION

Instructor: Dr. Ali Poorani
Telephone: (302) 831-6353
Office: Rextrew House
Office Hours: MWF 10:00 to 12:00

Other hours by appointment
Homepage address: http://www.udel.edu/HRIM/poorani/hr2.htm
E-mail: poorani@udel.edu
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COURSE OBJECTIVES:

The primary goal of this course is to learn more about issues influencing the hospitality organizations'human resources. To achieve our goal, we will pursue the following objectives:

• Review the employment laws and analyze methods for planning human resource needs of a hospitality operation.
  
• Develop effective strategies for recruiting and selecting hospitality employees.
  
• Describe and participate in effective training activities.
  
• Compare and analyze performance evaluation methods.
  
• Define and articulate the theories and principles of employee motivation, discipline, team-building, employee dismissal and ethical issues.
  
• Describe alternative methods of setting up compensation and benefits programs.
  
• Review legislation affecting labor relations and current issues affecting labor unions.
  
• Understand diversity issues facing human resources management.
  
• Address Total Quality Management techniques and redesign of hospitality firms. Establish sexual harassment, AIDS and mental health policies at the work place.
  

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REQUIRED TEXTS

In addition to this page the following books are required:

Woods, Robert, H. (1995). Managing Hospitality Human Resources. Michigan: Educational Institute of the American Hotel and Motel Association.

Robbins, Stephen, P. (1996). Training and Interpersonal Skills. New Jersey: Prentice Hall.

• HRM News Update
• Hotel - Links
• Hospitality Conference
• United States Depatment of Labor
• ADA
• Human Resources

In addition, a list of the hospitality journals in the U of D Library will be distributed in class.

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COURSE FORMAT

In addition to group exercises, lectures and case studies, I have invited professional speakers to your class to share their experiences and answer some of your questions and concerns. I hope that this format will enrich your decision making and analytical abilities as well as improve your professional and interpersonal skills.

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COURSE EVALUATION

There are two major types of graded work:

• HRIM 488: PRACTICUM (Group Activities)
• HRIM 480: Individual Efforts
• Your final grade will be determined as follows:
  
  HRIM 488: GROUP ACTIVITIES
• Interpersonal Skills Project (Internet Group Project) .......................60 points
• Group presentations........................................................................20 points
• Within group evaluations.................................................................10 points
• Participation.................................................................................. 10 points


HRIM 480: INDIVIDUAL EFFORTS

• First Exam .................................................30 points
• The average of quizzes................................10 points
• Participation and attendance........................20 points
• Group presentation.......................... ........10 points
• Final Exam .................................................30 points

THE FINAL LETTER GRADE WILL BE DETERMINED AS FOLLOWS:

Your motivation, quality of class participation, and attendance will be helpful, if your grade falls in boarderlines.

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GROUP PROJECTS:

INTERNE PROJECT - INTERPERSONAL SKILLS DEVELOPMENT

You and your group members are the assistant managers of a restaurant that opened approximately a month ago. The owner and CEO, Al Frank had a meeting last week that went something like this:

Owner:

"There are currently several problems that I am not exactly sure how to deal with in our new restaurant. To begin, we are running 30 minute ticket times from the time the wait staff ring in their food."

Assistant Manager 1:

"I have currently seen some of the problems with the..."

Owner: (While staring out of the window)

"Wait a second did you see the game last night, I can't believe that Philadelphia lost. Anyhow, the second problem I wanted to know about was: Why is it that we always run out of half of the menu items during the rush on a Saturday night?"

Assistant Manager 2:

"I currently have been tracking the inventory system. There are no standards when it comes to ordering. Last week we ordered 500lbs. of flour and a dozen chicken breasts. There are no procedures. If we could take a look at the amount of food we use on a daily basis, I would know how much to order."

Assistant Manager 3:

"I think that we should really set up some sort of inventory system, in order to keep track of all foods going in and out."

Owner:

"Well, that's great. Did somebody say something?"

Assistant Manager 4:

"On Friday night, I found a guest getting up and walking out of the restaurant. When I asked him why he was leaving, he said, "I can't believe that your waitress had to ask if I could substitute a baked potato for french fries. She returned and said that the manager said it would be allright, but I then asked if she could switch this low back chair for one of the high back chairs in the corner. Again, she told me she had to ask. This place is absurd I'm never coming here again."

Owner:

"Well, rules are rules. If we let the wait staff do what they want to do, this place would be chaos."

Assistant Manager 4:

"I was confronted by one of the cooks yesterday who claimed that nobody ever shows any interest in what he does, yet if he walked out tomorrow none of us could do his job. He is right though, we don't offer him help or assistance. We don't encourage anyone to continue improvement, and we don't even accept mistakes, although they can be used as a learning opportunity for all of us."

Owner:

"You sound like you are coaching a baseball team. This is a restaurant. People have to be managed or they will stomp all over you. Tell them what to do!"

(There is a long pause)

Owner:

"Does anyone have any ideas of why we are having these problems? Why don't you say anything? Wow what great managers I have." (Sarcastically)

These are problems that happen everyday, particularly, in group situations. The goal of this project is to design a training program that will address the problems you just read about, suggest in-depth solutions, including at least the following topics selected from your textbook, Training in Interpersonal Skills:

1. 1. Listening
2. 2. Running Successful Meetings
3. 3. Empowering People Through Delegation
4. 4. Goal Setting And Appraising Performance
5. 5. Building Teams And Coaching

You will develop the project using a group effort and post it on your group Web Sites during the semester according to the HRIM 488 Calendar. The project will be completed in stages. HRIM 488 will help you to learn the Basics of Net Scape News Groups that will enable you to communicate with your group members synchronously. So, please start on your project as early as possible.

Grades will be determined by not only content, but also creativity in page design. A group of University faculty and students will be invited to assist in judging the quality of projects. Other details will be discussed more in-depth during classes.
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INTERNET CONFERENCING

Information for the internet conferencing project will be posted at a later date.

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EXAMINATIONS

QUIZZES:

Quizzes serve to prepare you for the tests and furnish means for assessing your progress. They will consist of multiple choice questions relating to the text book materials and include general questions pertaining to guest speakers and presentations.
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TESTS:

Tests will consist of multiple choice questions, short answer questions and essays. It is required that your answer be professional, utilizing terminology practiced in the field.

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CLASS POLICIES

FOOD AND BEVERAGES

HRIM 480 will be taped in "Studio B" of the Pearson Hall during the Spring of 1997. The Media Services have a no food or drink policy in this ITV Room.

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CLASS ETIQUETTE

There are basic elements of common courtesy that should be used in this class:

• Please refrain from personal conversation during class.
• Please do not come into the class late or leave early.
• If you cannot be on time and if you cannot remain for the duration, please do not attend.

If you cannot dress professionally for field trips and guest speakers, or if you cannot follow classroom etiquette, please withdraw from the course now and take it in a future semester when you are able to meet these standards.

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ASSIGNMENT DEADLINES

The projects and assignments are due on the dates shown on the Course Calendar. With the time management techniques that you will be practicing, there is no need to miss deadlines. To gain credit for late assignments, you need to justify your delay with solid reasons.

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ATTENDANCE POLICY

Attendance in the classes is required. Guest speakers, discussions and group exercises are very crucial to understanding critical issues surrounding human resources management and interpersonal skills development.

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DRESS POLICY

Proper business attire is required when professional guest speakers are invited to the class. This symbolizes our professionalism and appreciation. HRIM students have received numerous compliments from visiting professionals in previous classes in this respect.

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FINAL EXAM POLICY

The final exam will take place during the final exam week as scheduled by the university. When arranging employment, traveling, etc., please keep those days open. There will be no deviation from this policy, except for health related reasons recommended by a doctor.

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FIELD TRIPS

You will need transportation to attend field trips. Please pay extra attention for safe driving. The university is not responsible for any damages.

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COURSE CALENDAR- HRIM 480

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COURSE CALENDAR- HRIM 488

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