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0:00
Hello, my name is
Richard Currie.
I am an assistant
professor of Leadership in
Workplace Psychology in
the School of Hospitality
Administration
at Boston University.
The subject of my talk is on
workplace experiences for
hospitality employees.
0:16
In particular, I will begin by
introducing the term
workplace experiences,
followed by a brief
presentation of
three theories of occupational
stress given the prevalence of
work-related stress among
hospitality workers as
well as the centrality of
occupational stress on
workplace experiences
for employees across a
variety of industries.
Toward the end of my
talk, I will present
a case study of a small
restaurant group in
the greater Boston area
that through the
implementation of
a series of simple
human resource policies
and leadership actions,
were able to provide
a robust array of
tangible and intangible
resources for their workers,
that not only led to more
positive workplace experiences,
but also contributed to
improved profitability despite
pandemic era
business challenges.
1:01
According to the
Oxford Dictionary,
hospitality is defined as
the friendly and
generous reception
and entertainment of
guests, visitors,
or strangers, and can also
refer to the business
of providing food,
drink, and accommodation for
customers of restaurants,
bars, and hotels.
Traditionally, the
hospitality industry would
include sectors, such as
lodging and accommodations,
food service, cruises,
theme parks, airlines,
and casinos.
However, there is
a shift away from
this conventional view of
hospitality to one that views
hospitality business as
any organization that
seeks to create unique and
memorable experiences
for clients,
customers, or guests,
primarily through
human interaction.
That is, a hospitality
organization is no
longer just any organization
that offers food and beverage
or lodging services but
rather any organization that
focuses on lasting human
interactions and experiences.
