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Michelle Foote
Enc 1102
The Cheerleaders
Annotated Bibliography
23, March 2015
Employment within the Hospitality Industry
The purpose of this annotated bibliography is to be used as a reference and
tool for those currently participating in or looking to enter the hospitality
field. Annotated bibliographies are a convenient way to get a glimpse at a
discourse community as a whole and the discussions that are currently of
interest within the field. In order to be selected, the eighteen articles found
below have met the criteria of peer reviewed scholarly articles relevant to
the topic of employment in the hospitality industry and was limited to the
United States. Most, you will find have been written by Ph.D.s and associate
professors of respected colleges and universities hospitality programs (such
as Cornell and our very own University of Central Florida). This being said,
every article has credibility and relevance to the topic of employment in the
hospitality field. The most prevalent conversations you will find stemming of
of the topic of employment in the hospitality field is 1.) The benefits of hiring
older employees 2.) How the fields wages compare to others and 3.) Causes
and solutions to the industrys high turnover rate. Careers in lodging as well
as restaurant and event management are exciting and rewarding. By peering
into the discussions within each of these facets, you will be able to see the
real issues and politics behind these careers.

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Brownell, Judi. "Communicating with Credibility: The Gender Gap."OneSearch.

UCF Libraries,

n.d. Web. 4 Mar. 2015. Communicating with Credibility:

The Gender Gap is a scholarly

article from The Cornell H.R.A Quarterly.

The article is written by Judi Brownell, Ph.D.

and associate professor of

communication at the Cornell University School of Hotel

Administration,

currently ranked number one in the United States. Brownell researched

the diference between male and female employees voices in the
workplace and more

specifically, in the hospitality field. Brownell

presented her solutions for closing the gap

between mens upper hand

through listening, speaking, and nonverbal behavior in

professional

communication. The article includes statistics, examples, networking

strategies, and credible insight that is worth the read to any woman
starting the search

for employment or looking to advance her career.

Chi, Christina Geng-qing, and Hailin Qu. "A Study of Diferential Employers'
Attitude Towards Hiring People with Physical, Mental and Sensory Disabilities
in Restaurant Industry. ."

OneSearch. UCF Libraries, n.d. Web. 17 Mar.

2015. There is much talk about the

restaurant sector of the

hospitality industry has tapped into the disabled work pool to

fill needed

positions fast. The research Chi and Qu of Oklahoma State Universitys

School of Hotel and Restaurant Administration discovered is if there are

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biases when

hiring diferent types of disabled persons based on

physical, mental, or sensory. This is

important information added to the

conversation of employment in the hospitality field

valuable loyalty a

due to the

disabled employee could bring to a field with such a

high turnover rate. The conclusions of this research was that employers are
more comfortable and likely to hire physically disabled employees over
mentally disabled

employees. It is important for management to

recognize these tendencies and create

fair and equal opportunities for

employment within the company free of intentional or

unintentional

discrimination.
Curtis, Catherine R., and Randall S. Upcurch. "AN APPLICATION OF
MCCLELLAND'S NEED

THEORY TO THE CASUAL DINING INDUSTRY. ."

OneSearch. UCF Libraries, n.d. Web. 28

Feb. 2015. In the scholarly article,

An Application of McCllands Need Theory to the

Casual Dining Industry

the McClelland's Need Theory is applied to understanding

human behavior

on both a personal and professional level. In this particular article,

research was being conducted to see if front of the house workers are
most motivated

by a need for achievement, a need for affiliation, a need for

power, or a combination.
director for Florida Gulf Coast

The two researchers, Randall S. Upchurch, a

Universitys School of Resort and

Hospitality Management and Catherine R. Curtis from

our very own

Rosen School of Hospitality Management at the University of Central

Florida came to the conclusion that front of the house workers are most

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motivated by a

combination of a Need for Achievement and a Need for

Affiliation. These results

were concluded after data was collected from

three free-standing national branded

restaurant chains. The amount of

data collected from restaurants could have been

higher to assure

consistency, however, since restaurants have so many front of the

house employees, the results are accurate. This article is valuable to
the topic of

employment in the hospitality industry because it helps

managers know what

qualities to look for when hiring for front of house

positions and how to productively

motivate these employees. Hiring

the right workers will decrease the turnover rates

within these positions

helping the industry overall.

Deale, Cynthia S., Lawrence D. Stalcup, Todd Y. Samuel, and David Earnhardt.
"The Use of Exit

Interviews in the U.S. Lodging Industry. ." OneSearch. UCF

Libraries, n.d. Web. 17 Mar.

2015. Examining the use of exit interviews is a

step forward for the conversations currently taking place in the hospitality
field, as the past and current turnover rates are

horrifically high. The

results gathered from exit interviews could be an invaluable key to

turning around this constant loss of labor the field expereinces. Taking
the employees

reasons for leaving into serious consideration, even if this

results in rearranging

management or training systems, may be what

saves the company in the long run.

Companies will no longer will have

to scramble for employees and continuously put

money into training

that will not benefit the company long term. If companies learn to

utilize

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exit interviews as a way to improve their current employee management, a

thriving turn for the industry may be forthcoming.
Faldetta, Guglielmo, Vincenzo Fasone, and Carmelo Provenzano. "Turnover in
the Hospitality

Industry: Can Reciprocity Solve the Problem?" OneSearch.

UCF Libraries, n.d. Web. 17

Mar. 2015. As one may have noticed, high

turnover rates is a serious issue in the

hospitality industry. The theoretical

article, "Turnover in the Hospitality Industry: Can

Reciprocity Solve the

Problem?" proposes a long term solution to loosing

employees.

The

key to this solution is reciprocity. If employers show every team member the
value

that individual brings to the company, the chances of employee

satisfaction will increase

as turnover rates decrease. The article states

that this strategy to retain employees

works best when employers 1.)

Appreciate employees voluntarily and genuinely and 2.)

Lay out the full

job expectations prior to hiring a new employee. This theory is a valuable

addition to the conversation of hospitality employment because it
could be the change

the field needs in order to preserve its current and

future workforce.
Houtenville, Andrew, and Kalargyrou Valentini. "People with Disabilities:
Employers Perspectives on Recruitment Practices, Strategies, and
Challenges in Leisure and

Hospitality. ." OneSearch. UCF Libraries, n.d.

Web. 17 Mar. 2015. The intention of this Cornell Hospitality Quarterly article
is to compare managerial hiring preferences

between service-producing

verses goods-producing businesses regarding disabled

workers. The

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research was collected through the accommodation of 263 leisure and

hospitality companies in which the researchers compared data from
3,126 other

industry companies. The data analysis found that service-

producing sector is more likely

to hire disabled workers than the goods-

producing sector. The service side is smart for taking advantage of these
employees whom are a substantial portion of the workforce and have
lower turnover rates, fewer absences, and positively contribute to a
diverse corporate culture(1). The hesitation towards hiring disabled
workers seems to

be the resistance to arranging proper

accommodations. The temporary extra efort

would result in years of ease

and low turnover for the company, as people with

disabilities are less

likely to leave a company, are more loyal, and are more dedicated
employees than their non-disabled counterpartsChomka (2004)
found that 80 percent

of businesses employing people with

disabilities said that workers with disabilities had

the same or better

attendance record as their non-disabled colleagues(2). As other articles

adding to the discussion of hiring disabled workers, it is concluded that it is
not

only encouraged but beneficial to the company.

Ineson, Elizabeth M., Mathew H.T. Yap, and Graham Whiting. "Sexual
Discrimination and

Harassment in the Hospitality Industry. ." OneSearch.

UCF Libraries, n.d. Web. 17 Mar.

2015. In the article, "Sexual

Discrimination and Harassment in the Hospitality Industry. ."

research

was conducted by Elizabeth M. Ineson, whos research focus includes

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management and training, Matthew H.T. Yap, focusing on human

resource management and organizational behavior, and Graham Whiting, all
three of these hospitality

professionals are highly regarded Hollings

faculty from Manchester Metropolitan

University. Their study involved 101

hospitality students whom were sent on a 12 month

international

internship. Cluster sampling, demographic data collections, and

questionnaires were collected during and after the internships. The
goal of the research

was to get an accurate view on sexual discrimination

and harassment currently

experienced in the workplace. Due to the large

amount of participants and their

scattered locations, the results seem to

have resulted in credible findings which are

listed in the conclusion of the

article by the case by case incidents of each participants

experiences with

sexual discrimination or harassment.

Johanson, Misty M., and Cho Seonghees. "Uncovering the Link Between
Organizational

Behaviors and Employment Status in the U.S. Hotel

Industry. ." OneSearch. UCF

Libraries, n.d. Web. 17 Mar. 2015. Misty M.

Johanson of De Paul University School of Hospitality Leadership and

Seonghee Cho from the University of Missouris Hotel

Restaurant

Management researched the diferences in attitude between part-time and

full time hotel employees. A part-time employee according to the
Bureau of Labor, is

anyone who works 35 hours or less per week. These

are the employees that according

to the research: (1) substandard to full-

time workers, (2) considered less concerned

with product quality and

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cleanliness, (3) possess higher rates of absenteeism, (4) and

typically

quit their jobs because they feel that they are unappreciated, ignored,
undervalued, or do not receive adequate training (185). Discovering
the reasons behind

this issue is crucial for the hospitality fields success

due to the heavy reliance of part

time workers staffing the front desks of

hotels worldwide. Among anonymous

questionnaires and surveys

distributed to over 500 hotels, the main conclusion drawn by the

researchers was the diference in attitudes between part and full times
workers

is merely if the part time workers desired to work full time or not.

These findings

are

highly useful to the human resource departments at

hotels. This information can assist in building a clearer line of

communication between employees and the company

regarding the

amount of hours expected and desired by part time employees.

Kalargyrou, Valentini, and Anthony A. Volis. "Disability Inclusion Initiatives in
the Hospitality

Industry: An Exploratory Study of Industry Leaders."

OneSearch. UCF Libraries, 8 Aug.

2014. Web. 27 Feb. 2015. Valentini

Kalargyrou, from Peter T. Paul College of Business

and Economics,

Hospitality Management Department of the University of New

Hampshire

and Anthony A. Volis, Department of Social Work, also from the

University

of New Hampshire share their research on employment of the disabled labor

pool-both employed and unemployed. Although compensation is
available to those

of the latter, it was found that such persons would

rather be meaningfully employed (Disability Inclusion Incentives 431). The

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article points out that the

hospitality industry especially could

benefit from these workers due to the high turnover rate in

the field as

well as the loyalty these workers could ofer. The research done by
Kalagyrou and Volis is very useful when examining the minority sectors
of employees

within the hospitality field and should be taken into

consideration by the Human Relations Departments of hotels and

restaurants.
Malan, Gunce Georgia", Cihan Cobanoglu, Waldo, R. Douglas R. Waldo, and
Wan Yang. "Managing with Style: An Analysis of Work Styles of Hotel
Managers. ." OneSearch. UCF

Libraries, n.d. Web. 17 Mar. 2015. Cihan

Cobanoglu from the College of Hospitality and Technology Leadership at

University of South Florida, one of the authors of the article

"Managing

with Style: An Analysis of Work Styles of Hotel Managers. ." writes on how
the personality grid which is a color coded system that displays
personality test results into professional trait categories during the hiring
process. This practice has been

adopted by many companies but

could be especially useful in the hospitality industry to

assist hiring the

right employees the first time to lower the chances of employee turnover. It
is explained that personality as a combination of measurable traits can be
difficult to generalize, personality inventories help predict
employee behaviors and their

performance in the long run(191). This

article is of best use for the human relations

whom will be putting these tests to use.

and managerial departments

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McIntosh, Alison, and Candice Harris. "Critical Hospitality and Work:

(In)hospitable Employment

in the Hospitality Industry." OneSearch. UCF

Libraries, n.d. Web. 28 Feb. 2015. The

scholarly article, Critical

hospitality and work: (in)hospitable employment in the

hospitality

industry is written by Alison Mcintosh, University of Waikato and Candice

Harris from AUT University. The claims made in this article appear to be
valid and

appreciated by the community, as earlier versions of this article

was presented at the

Critical Tourism Studies Conference,

of Wales Cardif in July 2011 (Critical

University

Hospitality and Work 129). This

piece of the overall hospitality employment

conversation makes some

negative-yet necessary points in the hope of raising awareness to some of

the undesirable connotations associated with working within the hospitality
field. The authors do this by compiling five critical discussions involving
the industrys work and pointing out topics such as employee voice,
experience, gender

issues, and emotional labor. Interested readers will

leave this article with the question:

how can we encourage

transformational hospitality education so hospitality employment has a

more positive view (Critical Hospitality and Work 133). One example

of an

answer is provided in the article as the positive efects of male celebrity

chefs in

shifting the industry dynamic of being exclusively female-

dominated.
Morgan, Greddie W., and Jackson H. Faye. "Age Diversity in HospitalityMaking a Case for the

Mature Employee." OneSearch. UCF Libraries, n.d.

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Web. 28 Feb. 2015. Age Diversity in

Hospitality Making a Case for the

Mature Employee, a scholarly article by Morgan W.

Geddie and Faye Hall

Jackson discussing the age spectrum of employment in the hospitality field

along with the pros and cons of each end. The article provides many
interesting findings and advocates for the mature or over 65 labor
pool such as the report, mature workers account for only 9.7 percent of the
accidents at work, while

workers between the ages of 20 and 24

account for 50 percent of all on-the-job

accidents. Additionally, mature

workers have fewer avoidable absences than younger

workers, and

good attendance records overall(7). This article is a great resource for

anyone inquiring about the Food Service Management hiring and
training process.
Quain, Bill, Michael Scales, and Clif Whithem. "A Practical Guide to Giving
Students a Competitive Advantage for Employment by Teaching Them Social
Media Tools."

OneSearch. UCF Libraries, 1 July 2014. Web. 28 Feb. 2015.

A Practical Guide to Giving

Students a Competitive Advantage for

Employment by Teaching them Social Media

Tools was written in

collaboration by Bill Quain, Hospitality and Tourism

Management

Studies at The Richard Stockton College of New Jersey, Michael Scales,

Hospitality and

Tourism Management Studies The Richard Stockton College

of New Jersey, and Clif Whithem, Hospitality and Tourism Management

Studies The Richard Stockton College of New Jersey. This article focuses on
what skills employers are looking for and who really has the advantages

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and disadvantages when getting hired. Unlike what many claims state, these
three men show why recent graduates actually have the upper hand over
more experienced applicants. As long as the students are well
prepared in their courses

by practicing efective use of social media as a

tool, theyre chances are projected as

higher to receive the position.

Employment in the hospitality field seems to correlate

highly with skills

pertaining to social media due to its large role in destination marketing

and reservation systems.
Reid, Robert D., and Frederick J. DeMicco. "Older Workers: A Hiring Resource
for the Hospitality

Industry." OneSearch. UCF Libraries, n.d. Web. 28

Feb. 2015. Older Workers: A Hiring

Resource for the Hospitality

Industry, a scholarly article by Frederick J. DeMicco and

Robert D. Reid.

Both men highly qualified as DeMicco has his Ph.D. and is an assistant
professor in the Pennsylvania State University School of Hotel,
Restaurant and

lnstitutional Management, and Reid is an associate

professor and program director of

hotel and restaurant management in the

College of Business at James Madison

University. The article examines the

current industry issue of high turnover rates and

applauds McDonald's,

Kentucky Fried Chicken, Marriott, and Pizza Hut for using the

research on

older workers performance and seeking to bring them into the companies
as loyal additions. McDonalds currently has the number one training
program called

McMasters that has brought the chain up to 13 percent of

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employment of older

workers. This article makes an excellent case for the

benefits of employing mature

workers.

Sturman, Michael C. "The Compensation Conundrum: Does The Hospitality

Industry

Shortchange Its Employees -- And Itself?. ." OneSearch. UCF

Libraries, n.d. Web. 28 Feb.

2015. Michael C. Sturman, a Ph.D. and

associate professor at Cornell University, currently the highest ranked school

of hospitality management writes the article, "The

Compensation

Conundrum: Does The Hospitality Industry Shortchange Its Employees -And Itself?. ." to expand on an ongoing industry discussion of the fields
employment

and specifically in this article, wages. The article makes a

point to acknowledge and

explain the income distribution with several

charts and researched statistics such as, the hospitality industry paid about
the same as other industries for low-complexity

jobs, but hospitality

paid about 85 percent of what other industries paid for moderatecomplexity jobs and 78 percent for high-complexity jobs(Sturman 7374). Sturman

linked his findings to another aspect that is mentioned in

most of these hospitality

related conversations which is the industrys

high turnover rate. The information

provided by Sturmans article

would be of great value to those studying in the

hospitality field about

to enter the workforce as well as hospitality employers, for Sturman

concludes with his theory of how to repair this vicious cycle and allow the
hospitality field to recruit its best leaders upon their graduation rather

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than losing them to a better paying job elsewhere by simply ofering

competitive wages.
Thomas, Lisa V., Miranda Kitterlinb, and Lisa Moll. "Pre-Employment Drug
Testing for Hospitality Sales Positions: Who's Buying In?" OneSearch. UCF
Libraries, 10 June 2014.

Web. 27 Feb. 2015. The Journal of Human

Resources in Hospitality & Tourism published

this article by Lisa Y. Thomas,

Department of Apparel, Educational Studies, and

Hospitality

Management Iowa State University, Miranda Kitterlin, Chaplin School of

Hospitality and Tourism Management Florida International University,
and Lisa Moll,

William F. Harrah College of Hotel Administration,

University of Nevada to research the

correlations between workplace

drug testing and employee productivity and

performance. This research

was initiated due to the fields high turnover rate as many

other

articles have discussed, and how to better the hiring process. The goal
behind this pre-employment drug testing method is that it may assist in
weeding out poor

employees before theyre even hired. However, there

is some controversy over this

employment practice. The reason this

article chose hospitality sales as its focus is

because these employees are

supposedly twice as likely to use drugs recreationally due

to the simplicity

of their job tasks as well as the low risks these employees physically
on the job. Although drug testing has been common for a long time the
conversation is relatively new in the
discourse community.

hospitality employment

face

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Valentine, Sean, Lynn Godkin, and Keith Mandabach. "Ethical Employment

Context and Ethical

Decision-Making in Hospitality Organizations Located

in Mexico and the United States. ." OneSearch. UCF Libraries, n.d. Web. 17
Mar. 2015. In this article, ethical decision making

and location are

examined in relevance to one another. Results were found by the use

of a

questionnaire that was distributed to hospitality employees both in the

United

States and Mexico. It was found that Mexico appears to display a

stronger sense of

ethics based on the seven-point semantic diferential

scales the questionnaire used to

determine if employees could be

convinced to act unethically by rating either probable

or improbable,

and definitely or definitely would not. This article should be taken

into

deep consideration for management within the United States, for if

management is

acting in ethical manners, the employees below them will

follow suit creating a healthier

socioeconomic and professional culture.

Wattanacharoensil, Walanchalee, and Chanin Yoopetch. "Thailand's Human

Resource

Competencies in Airline Service Quality: Voices from the Airline

Industry. ." OneSearch. UCF Libraries, n.d. Web. 17 Mar. 2015. This article
remains true to what the hospitality

industry was founded upon, quality

service to guests. Special recognition is given to the airline industry who has
(a) to make employees aware of their outstanding

performance,

managers should show appreciation to and encourage employees; (b) to

enhance service quality performance, efort is needed to improve
discipline and

communication; and (c) handling agents should provide

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necessary training to their

stafs(280). This careful detail to employee

training and treatment is what leads to

excellence in customer service and

a thriving company. The article provides many friendly yet needed

reminders about the basics of great service such as being polite and
respectful, communicating clearly, as well as remaining responsible for
employee

behavior and ensuring quality service is being provided at all

times. This article is not

only useful to management but to all

employees or future employees as a refresher on

in a service-based industry.

what it takes to thrive