Ask Question, Ask an Expert

+1-415-315-9853

info@mywordsolution.com

Ask HR Management Expert

CASE STUDY-Beachside hotel human capital dilemma

This is a case of two competing hotels, Sunrise Hotel and Beachside Hotel which are both situated in a medium sized, tourism based town in the Northeast U.S. The hotels are both competing for the same set of guests, and also the same set of potential employees. They are budget hotels, right next door to one other, with 60 guest rooms each and a view of the beach. The occupancy throughout peak season for the Sunrise Hotel is 98%, however during the winter months goes down to 65%. The Beachside Hotel has peak season occupancy of 90% and off peak occupancy of 50%.

Joe is the General Manager of Sunrise Hotel and has been in his present position for 5 years. He has been with Sunrise Hotel for a total of 10 years. He worked his way up at Sunrise Hotel from front desk agent to front desk supervisor, and finally to the Assistant General Manager before he became the General Manager. He does a good job of screening potential employees for his front desk area of the hotel as he realizes the significance of that area of the hotel, especially in tourist areas. He as well has incentives set up for excellent performance of the front desk agents and training and development programs designed to give everyone information which will help them do their job better. There is a sense of teamwork at Sunrise Hotel and which helps everyone want to do a good job. His guest satisfaction ratings for his hotel are in general excellent. On a rating scale of 1–10, his hotel averages a 9. The average length of tenure of his employees is 4 years, and his present front desk supervisor was promoted from within, all along with his Assistant General Manager. Since of the small size of the hotel, Joe is really involved with all of the hiring decisions and helps to give training programs himself, all along with his leadership team. The employee turnover at the Sunrise Hotel is 25% overall and that is primarily when hourly employees graduate high school or college and leave the Sunrise Hotel for a career somewhere else.

Brian is the General Manager of the Beachside Hotel and deals with very different circumstances. Brian was brought in from another hotel in the same hotel group around 6 months ago. He was told by his boss that he required to “fixing” this hotel so that it would start having better customer satisfaction ratings and more return guests. In spite of the fairly high occupancy noted during peak seasons, the off peak season occupancy is only 50%. As well noted by his boss, the occupancy must be as good as the Sunrise Hotel. Brian has been with his hotel group now for 2 years and he came out of the accounting and finance department in his old hotel. He has a great understanding of the numbers in the lodging industry, however has not been involved with the human resource aspects of the job. The turnover of hourly employees at Beachside Hotel is 120% and that means that Brian is constantly running the hotel shorthanded and with new employees.

The Beachside Hotel has been doing the hiring via a human resource practitioner in the hotel that was put in the position as she really could not handle serving guests at the front desk very well. Mary was promoted to human resources a year ago after she had one too many altercations with the guests at the front desk.

The owner of the hotel wanted to ensure that she would not make any of the other guests angry, so he promoted her to a human resources practitioner. Since that time, she has been busy trying to keep up with hiring and she has had no time for training employees. Since she is so busy, paychecks often come out to employees late, there are no policies written down for employees to use as a guide for performance, customers are treated badly by new and poorly trained employees and the departments of the hotel don’t communicate very efficiently and thus everyone blames everyone else when things go wrong.

The average length of tenure of the front desk agents at the Beachside Hotel is 3 months and the customer satisfaction rating at the Beachside is a 6 out of a 10 possible rating. Most of the front desk agents which are hired come from other hotels in the area after they quit or are fired. Brian is not included in the hiring for the hotel at all and doesn’t get involved with training and development. He spends most of his days looking at the financial reports for the hotel and analyzing average daily rate, occupancy rates and REVPAR. Brian knows that he has lots of problems to deal with and so he goes to the Sunrise Hotel to observe things over there for a while. He sees a happy crew and talks to Joe regarding how he is making that happen. Joe is happy to help, however wants Brian to go back and observe his employees first and come up with ways that he specifically can help guide Brian.

problemS:

problem 1: What systems must Brian implement in order to start changing the human capital practices in the Beachside Hotel?

problem 2: What could Brian learn from Joe in terms of the human capital aspects of running a hotel?

problem 3: How could training and development programs is implemented in the Beachside Hotel in order to help with turnover and occupancy rates at the hotel?

problem 4: How could a return on investment viewpoint help or hurt the Beachside Hotel in trying to compete with the Sunrise Hotel?

problem 5: What other human resource initiatives could be undertaken by either the Sunrise Hotel or Beachside Hotel in order to help with the net performance of their particular organizations? 

HR Management, Management Studies

  • Category:- HR Management
  • Reference No.:- M92924

Have any Question? 


Related Questions in HR Management

Why is there still gender inequality within the corporate

Why is there still gender inequality within the corporate work place, especially within the executive levels? How to reduce the gap?

Examining 2 or more issues with the electronic record

Examining 2 or more issues with the electronic record implementation. Include at least two research sources in your paper and cite them in a References page at the end in APA format. As in all writing assignments, follow ...

In a two- to three-page paper not including the title and

In a two- to three-page paper (not including the title and reference pages), explain the purpose of a balance sheet and analyze Ford Motor Company's balance sheet from its 2012 Annual Report. In your analysis, you must d ...

Marketing and public relations pr have a lot of overlap but

Marketing and Public Relations (PR) have a lot of overlap but they are also very distinct from one another. Think about the characteristics of each approach. Select an example of brand campaign ad you are familiar with. ...

You are the manager of a local bank where three tellers

You are the manager of a local bank where three tellers provide services to customers. On? average, each teller takes three minutes to serve a customer. Customers? arrive, on? average, at a rate of 40 per hour. Having re ...

Case study terminating employeesyou are a nurse manager

Case Study : Terminating Employees You are a nurse manager for the birthing center in a hospital.Marcia Concord is a nurse in your department, and for the past several months you noticed Marcia's high incidence of absent ...

In this course you read the article 32 innovations that

In this course, you read the article, 32 Innovations that Will Change Your Life, and selected the one to discuss that most interested you -- the one that you would love to have tomorrow. Now that we are at the end of the ...

These are the instructionsimagine you are working for a

These are the instructions. Imagine you are working for a successful company that has spent a lot of time focusing strategically on its organizational behavior. Your company has started to gain recognition from similar c ...

Question-recommend strategies for attracting additional

Question:- Recommend strategies for attracting additional staff, motivating and retaining the right talent, and costs to train new staff Diecraft Australia - ASIAN CASE RESEARCH JOURNAL, VOL. 8, ISSUE 2, 187- 213 (2004) ...

Introduction thesis statement and annotated bibliography

Introduction, Thesis Statement, and Annotated Bibliography Prepare: To help with the preparation of your annotated bibliography, review the following tutorials and resources from the Ashford Writing Center: Introduction ...

  • 4,153,160 Questions Asked
  • 13,132 Experts
  • 2,558,936 Questions Answered

Ask Experts for help!!

Looking for Assignment Help?

Start excelling in your Courses, Get help with Assignment

Write us your full requirement for evaluation and you will receive response within 20 minutes turnaround time.

Ask Now Help with Problems, Get a Best Answer

Section onea in an atwood machine suppose two objects of

SECTION ONE (a) In an Atwood Machine, suppose two objects of unequal mass are hung vertically over a frictionless

Part 1you work in hr for a company that operates a factory

Part 1: You work in HR for a company that operates a factory manufacturing fiberglass. There are several hundred empl

Details on advanced accounting paperthis paper is intended

DETAILS ON ADVANCED ACCOUNTING PAPER This paper is intended for students to apply the theoretical knowledge around ac

Create a provider database and related reports and queries

Create a provider database and related reports and queries to capture contact information for potential PC component pro

Describe what you learned about the impact of economic

Describe what you learned about the impact of economic, social, and demographic trends affecting the US labor environmen