Based on the author's extensive experience in the field, this is the first human resources management text to focus exclusively on the complexities of the hospitality industry. It deals comprehensively with the “ins and outs” of all the dimensions of caring and leading required of hospitality industry employees to achieve optimum performance. It explores the most relevant issues and modern approaches to HRM, with a focus on effective methods for building a winning team—the approach necessary to create the exceptional guest experience—the key to success in this highly competitive marketplace.