Topic: MGT DB 3.2 Hotel Paris
Translating Strategy into HR Policies and Practices Case*,§
IMPrOVING PErFOrMANCE at The Hotel Pais
The New Interviewing Program
The Hotel Paris’s competitive strategy is “To use superior
guest service to differentiate the Hotel Paris properties,
and to thereby increase the length of stay and return rate
of guests, and thus boost revenues and profitability.” HR manager Lisa
Cruz must now formulate functional policies and activities that support
this competitive strategy, by eliciting the required employee behaviors
and competencies.
As an experienced HR professional, Lisa knew that the company’s
new testing program would go only so far. She knew that, at best, em-
ployment tests accounted for perhaps 30% of employee performance. It
was essential that she and her team design a package of interviews that her hotel managers could use to assess—on an interactive and personal
basis—candidates for various positions. It was only in that way that the
hotel could hire the sorts of employees whose competencies and be-
haviors would translate into the kinds of outcomes—such as improved
guest services—that the hotel required to achieve its strategic goals.
Lisa receives budgetary approval to design a new employee interview
system. She and her team start by reviewing the job descriptions and job
specifications for the positions of front-desk clerk, assistant manager, se-
curity guard, valet, door person, and housekeeper. Focusing on develop-
ing structure valet, door for each position, the team sets about devising
interview questions. For example, for the front-desk clerk and assistant
manager, they formulate several behavioral questions, including, “Tell me
about a time when you had to deal with an irate person, and what you
did.” And, “Tell me about a time when you had to deal with severalconflicting demands at once, such as having to study for several fi-
nal exams at the same time, while working. How did you handle the
situation?” They also developed a number of situational questions, in-
cluding “Suppose you have a very pushy incoming guest who insists
on being checked in at once, while at the same time you’re trying to
process the check-out for another guest who must be at the airport
in 10 minutes. How would you handle the situation?” For these and
other positions, they also developed several job knowledge questions.
For example, for security guard applicants, one question her team
created was, “What are the local legal restrictions, if any, regarding us-
ing products like Mace if confronted by an unruly person on the hotel grounds?” The team combined the questions into structured interviews
for each job, and turned to testing, fine-tuning, and finally using the
new system.
Questions
7-28. For the jobs of security guard, and valet, develop five ad-
ditional situational, five behavioral, and five job knowledge
questions, with descriptive good/average/poor answers.
7-29. Combine your questions into a complete interview that you
would give to someone who must interview candidates for
these jobs.
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