This chapter discusses techniques for scheduling and organizing staff to meet guest demands and financial obligations. Key building blocks relevant to labor management are explained, such as productivity, fixed and variable labor hours, and the development of realistic performance standards to help organizations optimize productivity. As a next step, this chapter illuminates the importance of providing management labor standards and staffing models, which are key management tools. Lodging and food and beverage labor strategies are presented. Finally, effective planning of labor scheduling is also discussed.
The authors wish to acknowledge the information and the ongoing support provided for the development of this chapter by the leadership of Hotel Effectiveness, including Mike Martin, Chief Executive Officer, Taylor Beauchamp, Chief Product Officer, Del Ross, Chief Revenue Officer, and James Taflinger, hotel labor management expert. The authors sincerely appreciate the numerous interviews with Del Ross.
The Bayles Royal Hotel schedule case exercise was designed by Yibei Ji, a graduate of the Boston University School of Hospitality Administration.
The authors also would like to acknowledge the contribution of Dr. Mark Legg, an Assistant Professor in the Boston University School of Hospitality Administration, for the creation of the Managerial Challenge feature.
Bagnera, S.M. and Szende, P. (2021), "Organizing Staff", Szende, P., Dalton, A.N. and Yoo, M.(M). (Ed.) Operations Management in the Hospitality Industry, Emerald Publishing Limited, Leeds, pp. 143-166. https://doi.org/10.1108/978-1-83867-541-720211007
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