The Case of the Housekeeper

"The problem, I am afraid, may just be her age," Lisa Oliver. The executive housekeeper, said to Ashely Austin, the hotel' general manager.

"What do you mean?" asked Ashely.

"Well Paula Cooper has worked as a housekeeper in this hotel for more than 25 years and has always done an excellent job. Recently, she has had trouble cleaning her rooms in the time allowed. Some room attendants are complaining because, after they finish their own rooms, they must help Paula. They think it's unfair to make them do her job."

"She tries hard." Continued Lisa, "but as you know, room cleaning is a tough, physically demanding job. With our chain's new bedding standards, even lots of the younger room attendants are challenged. In Paula's case, she knows what to do, but she cannot do it as fast as she used to. The room inspectors find her work acceptable; it is the quantity that is the problem. She almost never meets the 30 minutes per room standard anymore. I just wonder how long we can keep her."

Questions

1. Assume you are the hotel's general manager. Do you believe your executive housekeeper is evaluating Paula's work performance any differently than that of other room attendants based on her age? Why or why not? What would you, as the hotel's general manager, advice Lisa to do about Paula? Explain the intended goal of each recommended step.

2. Is the fact that Paula works slower than her peers inherently unfair to her employees? Explain your position. Many hotels and restaurant utilize a work system that essentially requires all team members to complete the tasks assigned to its members before any person leaves work. Other managers allow individual team members who complete their work ahead of their teammates to leave when they are finished. Identify major advantages and disadvantages of both approaches.

3. Identify two legal issues inherent in the HR challenge identified in this case.

4. Ageing population is a major demographic change in US. The hotel industry is going to have more senior employees. As future's managers in hotels, what policies and strategies do you have in mind to effectively manage senior employees?