NEW YORK CITY COLLEGE OF TECHNOLOGY, CUNY DEPARTMENT OF HOSPITALITY MANAGEMENT COURSE OUTLINE CLASS HOURS: 3 LAB HOURS: 0 CREDITS: 3

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1 NEW YORK CITY COLLEGE OF TECHNOLOGY, CUNY DEPARTMENT OF HOSPITALITY MANAGEMENT COURSE OUTLINE COURSE #: HMGT 3501 COURSE TITLE: HOSPITALITY WORKFORCE MANAGEMENT IN A GLOBAL MARKETPLACE CLASS HOURS: 3 LAB HOURS: 0 CREDITS: 3 1. COURSE DESCRIPTION Examine the role of management and leadership in hospitality and other service organizations. Identify both challenges and opportunities facing organizations such as responding to globalization, managing workforce diversity, stimulation, innovation and change, improving quality and productivity and other issues relevant to the management of human resources in today s dynamic hospitality business climate. 2. COURSE OBJECTIVES Upon completion of HMGT 3501, students will be able to a. Identify, evaluate and demonstrate the impact of teamwork within various organizational settings including the classroom-learning environment b. Name and describe challenges and benefits of working within a diverse workforce c. Evaluate and discuss the role of human resources management and its relationship to achieving corporate objectives d. Examine and report the key attributes and challenges of organizational change e. Define key language and understand primary concepts pertinent to effective management of a hospitality workforce in a global marketplace

2 3. STUDENT LEARNING OUTCOMES and ASSESSMENT Student Learning Outcomes a. Demonstrate and discuss the impact of teamwork in the Hospitality Industry (HMGT: Knowledge; Gen Ed: Integration) b. Compare and contrast the experiences of working and managing a diverse workforce in a global environment (Gen Ed: Knowledge, Integration) c. Examine and critique leadership responsibilities and the organizational role of human resource management (Gen Ed: Knowledge, Integration) d. Report and give examples of innovation and change in a competitive global business environment (Gen ED: Knowledge, Integration) e. Define and describe key language and concepts (Gen Ed: Knowledge) Method of Assessment Class participation, case study and current event analyses, midterm and final exam Class participation, case study and current event analyses, midterm and final exam Industry professional interview project and oral presentation Class participation, case study and current event analyses, midterm and final exams Midterm and final exams 4. PREREQUISITES HMGT 2302, HMGT 2303, HMGT 2304 or AAS Travel & Tourism or Hospitality Management 5. TEXT There is no assigned text for this course 6. GRADING SYSTEM Class Participation 10 % Case study and current event analyses 15% Midterm exam 25% Industry Professional Interview Project and Oral Presentation 25% Final exam 25% 100%

3 WEEKLY COURSE OUTLINE COURSE: HMGT 3501 COURSE TITLE: HOSPITALITY WORKFORCE MANAGEMENT IN A GLOBAL MARKETPLACE WEEK 1 Organizational structure Organizational communication Organizational behavior Global marketplace issues WEEK 2 Foundations of group behavior Sexual harassment Hostile work environment Workplace interpersonal conflict Workplace interdepartmental conflict WEEK 3 Understanding diversity American critical labor laws of the past century EEOC The Americans with Disabilities Act WEEK 4 Understanding work teams Team development process Team building and dynamics Team leadership WEEK 5 Values, attitudes and job satisfaction Employee motivation Employee development Rewards and recognition Basic motivation concepts WEEK 6 Emotional intelligence Characteristics of effective supervision Characteristics of effective management Characteristics of effective leadership Organizational missions and objectives WEEK 7 Midterm

4 WEEK 8 Human resources policies and practices Labor relations and unions Discipline, benefits and promotion processes W EEK 9 Perception and individual decision making Ethics Addressing and managing ethical dilemmas W EEK 10 Labor dynamics in foreign countries China and labor France and labor Mexico and labor Morocco and labor WEEK 11 Assessing employee satisfaction Performance appraisals Goal Setting WEEK 12 Employee wellness Characteristic of desirable workplace environments The workplace of the future WEEK 13 Organizational culture and change Managing quality Revisiting organizational missions and objectives WEEK 14 Industry Professional Summaries Presentations WEEK 15 Final

5 WEEKLY COURSE OBJECTIVES COURSE: HMGT 3501 The student will be able to... COURSE TITLE: HOSPITALITY WORKFORCE MANAGEMENT IN A GLOBAL MARKETPLACE OBJECTIVES WEEK 1 Identify and describe various structures of organizations Describe various communication processes Discuss how technology changes organizational communication List common barriers to effective communication Define organizational behavior and identify key concerns in the service industry Compare and contrast primary labor issues within three nations in today s global marketplace WEEK 2 Describe various dynamics within work groups Identify key factors in explaining group behavior Differentiate between formal and informal groups Identify and explain examples of sexual harassment and hostile work environments Describe what hospitality managers do avoid and manage workplace conflict Provide and discuss examples of workplace conflict WEEK 3 Define employee diversity within an organization Provide examples of covert and overt characteristics in discussing diversity Summarize the key attributes of the ADA as it relates to public access and employment Identify and explain five key labor laws in the United States affecting the workplace today Explain the purpose of the EEOC WEEK 4 Explain the growing popularity of teams in organizations Contrast teams with work groups State and explain the four step process in team building Specify characteristics of effective teams Describe advantages and disadvantages of diversity to work teams Provide examples of why teams fail Explain how management can keep teams vital to the organization WEEK 5 Describe Maslow s need hierarch Summarize the types of goals that increase performance State the relationship between job satisfaction and behavior Contrast challenges of motivating professional versus low skilled employees Describe and discuss examples of workplace rewards and recognition Explain ways in which employees express dissatisfaction

6 WEEK 6 Define and explain the role of emotional intelligence in leading a diverse workforce Define and explain the role of emotional intelligence in managing guest relations effectively Identify and discuss the characteristics of effective supervision and management Identify and discuss the characteristics of effective leadership Create an example of an effective mission statement for a hospitality enterprise WEEK 7 Objective is to pass the Midterm Demonstrate comprehension of key language and concepts discussed throughout the semester by passing the Midterm exam WEEK 8 Compare and contrast human resource policies between union and non-unionized employees Identify the benefits of union membership Identify the limitations of union membership Compare and contrast supervision within unionized and non-unionized workgroups WEEK 9 Explain perception and how it affects decision-making Describe four styles of decision-making Identify personal decision-making style Define and explain the importance of ethical decision-making Discuss examples of ethical dilemmas in hospitality WEEK 10 Discuss five value dimensions of national culture Describe, compare and contrast labor dynamics and current issues in foreign countries Identify and discuss international organizational conflicts Describe potential problems in cross-cultural communication WEEK 11 Explain the relationship between employee satisfaction and organizational success State the impact of under-rewarding employees Describe how positive and negative feedback can affect employee performance Identify and explain four methods used in assessing employee performance Explain how the performance appraisal process and tool may be used in goal-setting WEEK 12 Identify workforce attributes of successful service businesses in today s marketplace Explain how flexible benefits may be motivators List and describe desirable attributes of today s workplace environments Identify and discuss emerging workplace challenges and trends Evaluate the results of the work team approach

7 WEEK 13 Describe and analyze the results of the team approach in managing quality Discuss why quality management is an on-going process Identify and discuss ways front-line employee may solve service delivery problems Discuss the difference between static core values and dynamic mission statements WEEK 14 Articulate through oral presentation, a summary of the primary responsibilities of an industry human resource professional acquired through a personal interview Present a written summary of the interview experience with an industry human resource professional WEEK 15 Objective is to pass the Final Assess self, group and overall effectiveness of a collaborative classroom learning environment

8 SELECTED BIBLIOGRAPHY Antun, J. M., Strick, S., & Thomas, L. (2007). Exploring Culture and Diversity for Hispanics in Restaurant Online Recruitment Efforts. Journal of Human Resources In Hospitality & Tourism, 6(1), Bagri, S. C., Babu, A., Kukreti, M., & Smith, S. (2011). Human capital decisions and employee satisfaction at selected hotels in India. FIU Hospitality Review, 29(2), Barker, K. (2009). Investing in workers' happiness is smart, even in a recession. Nation's Restaurant News, 43(27), Chapter 2: Is there a role for HRM in the hotel industry?. (1999). Human Resource Management in the Hotel Industry (pp ). Taylor & Francis Ltd / Books. Davies, S. (2011). Developing leadership in your managers. Indian Gaming, 21(5), Devine, F., Baum, T., Hearns, N., & Devine, A. (2007). Cultural diversity in hospitality work: the Northern Ireland experience. International Journal of Human Resource Management, 18(2), doi: / Equality and diversity in the hospitality workplace. (2008). Hospitality in Focus, Gruman, J. (2007). The Truth about Diversity. Hotelier, 19 (8), 12. Hoefflin, J. (2009). Are You Ready To Compete Now?. Food Logistics, (115), 37. Holtzman, W. (1991). Managing Diversity: Management Style Needed For New Workforce. Hotel & Motel Management, 206(9), 23. Kasavana, M. L. (2012). Applying WORKFORCE ANALYTICS in the hospitality industry. Hospitality Upgrade, Solnet, D., & Hood, A. (2008). Generation Y as Hospitality Employees: Framing a Research Agenda. Journal Of Hospitality & Tourism Management, 15(4), doi: /jhtm Solnet, D., & Kralj, A. (2011). Generational Differences in Work Attitudes: Evidence from the Hospitality Industry. FIU Hospitality Review, 29(2),

Personality in Organizations. Values in the Workplace. Ethical Values and Behavior. Values Across Cultures

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