TAILIEUCHUNG - Lecture Hotel management and operations (5th Edition): Chapter 5.8 - Michael J. O'Fallon, Denney G. Rutherford

Violence is the leading cause of workplace fatalities in the hospitality industry (US Department of Labor, 2002). There are two categories of workplace violence: Explicit violence – is that which is specifically directed at a hospitality employee. Implicit violence – occurs in a hospitality establishment but is not directed at an employee. | Workplace Violence in Hotels Mark Beattie & Jacinta Gau Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Violence is the leading cause of workplace fatalities in the hospitality industry (US Department of Labor, 2002). There are two categories of workplace violence: Explicit violence – is that which is specifically directed at a hospitality employee. Implicit violence – occurs in a hospitality establishment but is not directed at an employee. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. The European Commission defines workplace violence as “Incidents where persons are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being or health”. The hospitality industry is among the top five most dangerous industries to work, ranking higher than police in prevalence of violence. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. There are four categories of perpetrator-victim relationships: Acts by persons who have no connection to the workplace Violence directed at employees by customers Violence against coworkers Violence committed in the workplace by a non-worker with a connection Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Managing the Crisis Crisis management theory combines three views of workplace violence-- psychological, social-political, and technical-structural-- and pragmatic planning for an emergency situation is important. The most extreme form of workplace violence is homicide. Homicide within the service sector accounted for 52% of all 347 workplace fatalities in that sector in 2002. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Managing the Crisis Cont. Homicide is the leading cause of occupational death for women, and occurs predominately in eating and drinking establishments. Workplace violence can devastate businesses financially, .

• Du lịch
• Hotel management
• Hotel operations
• Hotel management and operations
• Hotel management system
• Hospitality industry
• Workplace violence in hotels
• Hotel performance
• Hotel organization structure
• Hotel general manager’s job
• Hotel lobby
• Hotel engineering function
• Contemporary hotel catering
• Hotel pricing
• Hotel Sales Organization
• Final year hotel management students
• Hotel Management Graduates
• Human capital requirement
• Multinational hotel companies
• Hotel management institutes
• Yield management
• Revenue management
• Beverage management
• Resort spas
• On line pricing
• Lodging industry
• Resort spas
• Organizational design
• Grooming future hospitality leaders
• General managers