Matching Dell
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Case study: Portman Hotel
This report will demonstrate how a good Human-Resource plan will allow effective planning and implementation for analyzing, recruiting, and selecting qualified people for the new role of Personal-Valets at the Portman Hotel.
Analysis and design of the Personal-Valets job.
Ñ”¶ Job analysis of the new role will begin with interviewing experts. We will choose to question business and operational managers within the Portman organization to define what is expected from the PVs according to the vision proposed. We will study similar hotels (in Bangkok and Beijing) to research the observable work habits of the staff. If possible, we will also talk to managers and employees of these hotels. Also we can survey potential customers to their expectations from the new service.
Ñ”¶ We work with these experts using proven methods to give a good description of what is required from the job. We will need to find what the “outputs” of the job are. One such method is Task-Analysis-Inventory that will help define not only what is required from the job but also will help form selection exam plans and appraisal criteria.
Ñ”¶We will also need to analyze the knowledge, skills, abilities and other characteristics (KSAOs) of the potential workers. We will use systems such as the Fleishman Job Analysis System to map the KSAOs needed.
Ñ”¶In designing the job we would consider: how to measure efficiency, allowing the PVs structure to be flexible to change in the environment, finding extrinsic incentives, how to make the workers committed and how to make the job socially desirable
Job specification for Personal Valet (example):
General Description: Been a personal assistant and service provider to the guests. Perform any (legal and moral) task requested by the hotel guests ranging from the normal custodial and maintenance activities of the hotel room, conducting personal needs for the guest in the hotel, attending to guest errands.
Housekeeping (40%) ÐŽV cleaning and ordering of the room. Provide extra pillows, blankets ect. Helping guest pack and unpack.
Guest services (40%)- help with baby-sitting, airline reservations, photocopies, dinner recommendations, forgotten items, laundry, running maps, secretarial work, tickets, transportation needs, questions about the area and any other personal need
Room service (10%)ÐŽV supplying food and drink at the guest request
working with other hotel functions (10%) ÐŽV creating supply lists, Working with front-desk and restaurant staff
KSAO (example)
Multitasking, customer centric, autonomous, team-worker, problem solving, hard working, patient, good social skills, knowledge of the city.
PV Job design (example)
In addition to the job description we would recommend the following job specifications:
1. The PVs will work in groups of 6 working in 3 shifts (2 per shift) attending to 12 guests at a time. Each team will have a coordinator within the team. The groups will be a permanent unit that will be supported at peak times with lower-end help from a general pool.
2. Groups will be autonomous to trade-off the different tasks. Groups will be judged by customer feedback that will be visible to the employees for their improvement. Each group will receive a bonus incentive according to this feedback. The tips will be divided between group members.
Human resource planning and recruiting
Ñ”¶The Hotel will need to recruit 90 employees for opening-day. The pool of available employees will be either experienced staff of other hotels that will bring know-how to the new organization or inexperienced but motivated rookies willing to work hard that are to local San-Francisco.
Ñ”¶The main sources of recruitment will be high-school graduates and local collage students through counselors at these places. Employees