MANAGING EMPLOYEES AND SERVICE ORGANISATIONS

SHE Level 2
SCQF Credit Points 20.00
ECTS Credit Points 10.00
Module Code M2N208133
Module Leader n/a
School Glasgow School for Business and Society
Subject Management
Trimesters
  • A (September start)
  • B (January start)

Pre-Requisite Knowledge

Communication Skills

Summary of Content

This module introduces the key components of people management for the successful management of service quality in Hospitality, Tourism, Leisure and Travel organisations (HTTL). The distinctiveness of employment within the HTTL sectors in terms of labour intensiveness, seasonality and general lack of understanding of effective people management techniques do not easily support a quality service environment. This module will enable students to understand the centrality of people management within HTTL organisations enabling them to apply theory and skills to internal customers.

Syllabus

The development and scope of people management within the context of the HTTL sectors: the evolution of people management; the influence of management theory; characteristics of the HTTL sectors and the importance of effective people management for these sectors.Human Resource Planning and Control: seasonality and occupancy; employee rostering and shift patterns; absence control techniques and HRP within HTTL environments; Recruitment and selection process and methods: the validity and reliability of interviewing and alternative selection methods; individual perceptions and bias focusing on the current anti-discrimination legislation including the Sex, Race, Disability and the Rehabilitation of Offenders Acts.Interviewing Skills: recruitment, discipline and performance appraisal interviews.Pay Systems: overview of the total and informal rewards systems for HTTL environments; Pay as You Earn; National Insurance; Statutory Maternity Pay and Sick Pay; From Employee Control to Employee Commitment: scientific management; human relations; behavioural and process theories of motivation; intrinsic and extrinsic rewards.Employee Development for quality service: customer care focussed induction; the formal training process and cycle; HTTL training initiatives. e.g. IiP, Welcome Host and Scotland's Best Training Initiatives.Performance Appraisal: reward and development orientated appraisals and an overview of the five traditional approaches to appraisal.Leadership, group dynamics and teambuilding: trait, style and contingency approaches; Group norms and cohesiveness; team roles; barriers to team working - HTTL specific issues, e.g. Team Hospitality at Whitbreads, Freedom to Manage at BAA.Organisational Design and Decision Making: functional and divisional structures; managing co-ordination (e.g. client/contract split); rational decision-making; power and politics in organisations.Employment Relations: employee involvement techniques, agencies and HTTL specific issues. Discipline and dismissal: unfair dismissal legislation; approaches to discipline including managing conduct/capability situations.

Learning Outcomes

On successful completion of this module, students will be able to:- describe the component parts of the management process and explain the importance and nature of the planning and control functions; - explain the importance and nature of managing employees within service sector organisations;- discuss the application of the principal theories of motivation and leadership to the enhancement of individual and team performance;- explain the role of organisational structure in enhancing individual and team performance and evaluate alternative approaches to organisational design and decision-making;- discuss the key areas of employee management at the operational level e.g. recruitment and selection, training, employee relations, discipline and dismissal/employment law;- develop the key personal skills necessary for the effective management of employees at the operational level.

Teaching / Learning Strategy

This module will be delivered using two lectures per week. The lecture programme introduces the topics and provides an underpinning of knowledge in the subject and from which students should undertake their own reading of the subject. Seminars use interactive learning techniques to develop students' analytical problem solving, communication and team working skills. Specific development for the practice of effective internal customer care will take place during extended seminars. Students are advised to revise their lecture notes and undertake the recommended reading before attending each seminar.

Indicative Reading

Armstrong, M, (1996) A Handbook of Human Resource Management Practice, 6th edit., Kogan PageBaum, T (1996) Human Resource Management for the Hospitality Industry, Butterworth HeinemannBaum, T. (1993) Human Resource Management for the International Tourism Industry, Butterworth HeinemannBelbin, M (1994) Team Roles at Work, Butterworth HeinemannByron Grainger - Jones (1999) Managing Leisure, Butterworth HeinemannDaft, R L, (1997) Management, 4th edit., Dryden PressGoldsmith et al (1997) Human Resource Management in Hospitality Services, International Thomson Business PressHuczynski, A and Buchanan, D (1997) Organisational Behaviour: An Introductory Text, 3rd edit., Prentice HallHarrison, R, (1997), Employee Development, 2nd edit., IPDMullins, L J, (1995), Hospitality Management - A Human Resource Approach, PitmanSwarbrooke, J (1996) The Development and Management of Visitor Attractions, Butterworth HeinemannTorrington, D and Hall, L (1997) Personnel Management - A New Approach, Prentice-Hall InternationalWincup, M (1997) Modern Employment Law: A Guide to Job Security and Safety, 9th edit., Butterworth HeinemannWood, R (1994) Organisational Behaviour for Hospitality Management, Oxford: Butterworth Heinemann

Transferrable Skills

Communication Skills will be further developed in this module. Within role plays and case study discussion, students problem solving abilities will be encouraged, particularly through case study anlysis.

Module Structure

Activity Total Hours
Lectures (FT) 24.00
Independent Learning (FT) 138.00
Seminars (FT) 18.00

Assessment Methods

Component Duration Weighting Threshold Description
Coursework 0.00 40.00 40% all resits are now coursework
Coursework 0.00 60.00 40% Management Report