Running Head: MGT 3375-TEAM 9 1

Hotel Paris Case Study

Team 9

Charles Davis

Linh Hoang

Marquis Lawrence

Kenneth Pelham

Sidney Vincent-TC

Troy University
Running Head: MGT 3375-TEAM 9 2

Abstract

This paper discusses the Hotel Paris Case Study described in the Human Resources

Management, 14th Edition. The foundation revolves around what types of policies, practices,

competencies, strategies, and evaluations are involved in producing the desired results of a hotel

determined to expand. This involves both hiring and training the right personnel to a standard.

This hotel must make sure these individuals are capable of performing the duties required of

them. Managers must promote a work environment based on providing high morale and

motivation. Managers must also ensure employees are aware of and contributing to the

companys overall strategic goals. Finally, all of these essentials for success must be evaluated

with relevant criteria that allow management to make the best decisions to achieve the

companys goals.
Running Head: MGT 3375-TEAM 9 3

1) Draw a more simplified, abbreviated Strategy Map for the Hotel Paris. Utilize the hierarchy
of links among the following areas: (1) hotels HR policies and practices; (2) necessary
employee competencies, behaviors, and skills; and (3) required strategic goals or outcomes.
See Figure 3-6 in your text for guidance.
Running Head: MGT 3375-TEAM 9 4

2) Based on Figure 3-9 and Table 3-1, identify five (5) metrics the Hotel Paris should use to
measure its HR practices. Be sure to provide support for your selected metrics.

a) Annual salary increase

i) Obviously a steadily increasing income will motivate employees to maintain their

jobs. Because excellent guest service is a requirement for employment at Hotel Paris,
employees will be more apt to meet this requirement to maintain employment.

ii) Also, upward income mobility will also increase employee morale which will
improve guest service.

b) Annual overall turnover rate

i) To achieve superior guest service, company resources will have to be spent on current
and new employees in an effort to train and re-train them on an acceptable level of
guest service. This investment must be reconciled with the cost incurred when an
employee is lost.

c) HR to employee ratio

i) It's imperative that this ratio be brought within a level that will allow the HR
Department to successfully hire and train new employees and develop methods for
current to meet the new customer service standards necessary to implement the
overall corporate strategy of expansion.

d) Revenue / Return rate

i) If a more focused effort is going to be placed on customer service so that Hotel Paris
is able to expand geographically, then a metric must be in place to determine if guest
service is the primary indicator for increasing overall revenue.

e) Reduction in customer complaints

i) Concurrently, the hotel must also determine if the relevant workforce behaviors are
indeed leading to desired organizational outcome.
Running Head: MGT 3375-TEAM 9 5

3) Based on the hotels required employee competencies behaviors, and skills, stipulate the
three (3) most effective recruiting sources the Hotel Paris should utilize. Be sure to provide
support for your selection of recruiting sources.

a) Internet recruiting
i) Give potential employees the chance to see the company image.
ii) Bring a variety of applicants from diverse backgrounds.

iii) Also, using social media allows the employer to see what type of applicant they are
considering when hiring.

b) Employee referrals

i) When an employee refers someone for a job, typically it will be someone that they
trust.

ii) They also know this person will get the job done.

iii) Their reputation is at stake with their employer.

c) Campus recruiting

i) This type of recruiting can get the best talent from different colleges and provides
applicants incentive to start a promising career right out the gate.
Running Head: MGT 3375-TEAM 9 6

4) What approach would you suggest the hotel use to measure the effectiveness of its recruiting
efforts? Support is expected.

a) Internal scorecards to compare against competition (Beatty, Huselid, & Schneier,

2003).

i) How quickly a job is filled displays employee desire to work for them.

(1) Applications vs. Demand

ii) Ability to hire the first-choice candidate (Accounting Technology, 2005).

(1) Highest potential employees prefer this hotel over competitors.

iii) Use of employee referrals

(1) Displays trust in employee evaluation of character and competence.

Running Head: MGT 3375-TEAM 9 7

5. The Hotel Paris has employees in several job categories: front-desk clerk, valet, door
greeter, security guard, service positions (housekeeping and food service), and
assistant manager. Provide examples of two (2) personality test items you would
suggest the hotel use to select employees for the majority of these jobs. Provide
support for your suggestions.

a. You spend your leisure time actively socializing with a group of people, attending
parties, shopping, etc. (Yes or No)
i. Applicants who answer yes are typically outgoing and enjoy talking
with others.
ii. Applicants who answer yes are accustomed to large groups of people
and interact well with others.
iii. Applicants who answer no might not enjoy interacting with strangers
and could have a hard time portraying a friendly, outgoing personality at
work.
b. You readily help people while asking nothing in return. (Yes or No)
i. Determines whether or not the applicant enjoys helping others.
ii. This item is a good indicator of how the hotels guest will be treated
when asking for directions, restaurant recommendations, a toothbrush,
etc.

iii. Applicants who answer no are probably not the best fit for front-line
hotel employees.
Running Head: MGT 3375-TEAM 9 8

6) Based on your analysis of the Hotel Paris situation in prior questions, recommend two (2)
other tests you would recommend Lisa use in the selection process. Provide support for your
recommendations.

a) Behavioral Questions (Tell me about a time)

i) Provides information about the applicant and how they handle stress, disgruntled
customers, harassing co-workers, etc.

ii) Allows the applicant to boast past accomplishments.

iii) Also important for the hiring manager, the applicant is showing that he/she takes
pride in work.

iv) Tell me about a time questions are open-ended, which forces the applicant to open
up and start talking. (They cant be answered with a simple yes or no.)

b) Situational Judgment Tests

i) Gives HR the opportunity to present the applicant with an actual situation that will
likely arise in the position.

ii) HR is able to evaluate the applicants response, and determine if it would

appropriately satisfy the situation.

iii) This test is on-the-spot and the applicant must think/react quickly to provide the
solution. HR can observe how the applicant handles himself under pressure
Running Head: MGT 3375-TEAM 9 9

7) Based on the jobs of front-desk clerk and assistant manager, develop two (2) additional
questions in each of the following areas: situational, behavioral, and job knowledge. Be sure
to provide descriptive good/average/poor answers for each question.

a) Situational

i) A family does not meet their checkout time by one hour and explains that this is due
to a child that became sick over-night causing the family to spend most of the night in
the emergency room.

(1) Good Excuse the guests for missing their checkout time and offer to make any
further accommodations for the child wishing him a speedy recovery. Do not
mention any extra charges.

(2) Average Kindly explain that the rules are that guests have to be out by a certain
time, but you will excuse their tardiness this time.

(3) Poor Tell them that rules are rules and your hands are tied.

ii) An obviously intoxicated guest comes to the front desk and asks for the valet service
to bring his car.

(1) Good Tell the guest a story about how you got in trouble when you were
younger and how the police pay special attention to this part of town. Suggest that
you call him a cab instead or maybe he'd like to continue his evening in the hotel
lounge.

(2) Average Tell the guest he is too intoxicated to drive and you cannot get his car
for him under these circumstances.

(3) Bad Send the valet for his car because you will do anything to keep a guest
happy.

b) Behavioral

i) It's New Year's Eve and the hotel is completely booked, but not all the guests have
arrived to claim their reservations. Someone walks in and offers to tip you really
well if you will let them have one of the rooms that has already been reserved.

(1) Good Make a joke about how you've made a New Year's resolution to stop
taking bribes for rooms and tell him he will be the first call if there are any
cancellations.

(2) Average Tell the potential guest that it is against company policy to accept
money for a reservation.
Running Head: MGT 3375-TEAM 9 10

(3) Bad Take the money and cancel someone's reservation.

ii) A guest calls and says that she thinks she left her purse in the room she just checked
out of. However, you are the only person at the front desk, and have been instructed
not to leave.

(1) Good Tell the guest that you will check the room immediately. Do not leave
your post and call housekeeping and have one of their staff go check the room
immediately.

(2) Average Go check the room since finding someone's lost purse is more
important than remaining at the front desk.

(3) Bad - Tell the guest that you cannot leave the desk until someone comes to relieve
you.

c) Job Knowledge

i) A potential guest calls and asks for rates during several holiday periods throughout
the year when you are incredibly busy.

(1) Good Knowing all the holiday rates, carefully explain them while continuing to
perform the tasks you were doing.

(2) Average Tell the person that you will look up the rates and call them back.

(3) Bad Tell the person that you are busy and they will have to call back later.

ii) The computer system goes down and housekeeping does not know which rooms need
to be prepared for check-ins.

(1) Good You write down all the room numbers because you made a backup list
when you got to work this morning in preparation for this exact situation.

(2) Average Tell housekeeping to go knock on each door and see what rooms need
cleaning.

(3) Bad Tell housekeeping to just stand by and wait for the computers to come back
on line.
Running Head: MGT 3375-TEAM 9 11

References

Accounting Technology. (2005, October). Retrieved from

http://search.proquest.com.libproxy.troy.edu/docview/214025075?pq-origsite=summon

Beatty, R. W., Huselid, M. A., & Schneier, C. E. (2003). Retrieved from

http://www.sciencedirect.com.libproxy.troy.edu/science/article/pii/S0090261603000135

Chui, L. (2010, February). Retrieved from

http://search.proquest.com.libproxy.troy.edu/docview/191591508?pq-origsite=summon

Dessler, G. (2015). Human resource management (14th Ed.). Upper Saddle River, NJ:

Peason Education Inc.

Nolan, S. (2011). HR Analytics. Retrieved from

http://search.proquest.com.libproxy.troy.edu/docview/863833915/citation?

accountid=38769

Raithel, T. (2006, June 4). Behavior Counts. Retrieved from

http://search.proquest.com.libproxy.troy.edu/docview/331319561?pq-origsite=summon