CASE

STUDY 1

1. Develop a list of the competencies (skills, knowledge, and attitudes) that employees of

this hotel need to demonstrate in order to become excellent at customer service.

1. Communication skills: Employees should have excellent verbal and written

communication skills to interact with guests effectively, listen to their needs, and

provide them with appropriate solutions.

2. Problem-solving skills: Employees should be able to identify issues that guests might

face and find effective solutions to meet their needs promptly.

3. Attention to detail: Employees should have a keen eye for detail to ensure that all

aspects of the guest's experience are perfect, from the cleanliness of the room to the

quality of food and beverages.

4. Interpersonal skills: Employees should have the ability to interact positively with

guests and colleagues and maintain good relationships.

5. Time management skills: Employees should have the ability to manage their time

effectively, prioritize tasks, and work under pressure to ensure timely delivery of

services.

 6. Empathy: Employees should be empathetic to guests' needs, show genuine interest

in their concerns, and provide them with personalized attention to make them feel

valued.

7. Product knowledge: Employees should have in-depth knowledge of the hotel's

amenities, services, and facilities to provide accurate information and

recommendations to guests.

8. Adaptability: Employees should be adaptable to changing situations and work with a

positive attitude to provide guests with exceptional service even under difficult

circumstances.

9. Professionalism: Employees should maintain a professional demeanor at all times, be

well-groomed, and dress appropriately to represent the hotel's high standards.

10. Sales skills: Employees should possess strong sales skills to promote the hotel's

products and services and upsell to guests to increase revenue.

11. Cultural awareness: The employees must possess cultural sensitivity and

understanding to provide high-quality service to guests of diverse backgrounds.

12. Positive attitude: A positive attitude is essential in providing excellent customer

service, as it creates a welcoming and friendly environment.

 13. Teamwork: Employees should be able to work well with others, collaborating and

supporting colleagues to provide a seamless and exceptional experience for guests.

2. Design the HRM selection, orientation, training, performance management and

incentive compensation program that will develop these competencies.

To develop the competencies required for excellent customer service, Five Star hotel can

implement a comprehensive HRM program that includes selection, orientation, training,

performance management, and incentive compensation.

Selection:

To attract and select employees with the desired competencies, Five Star Hotel can design a

comprehensive HRM selection program that includes the following:

1. Job analysis and job description: Before hiring, Five Star Hotel needs to identify the

skills, knowledge, and attitudes required for the position. A job analysis will help to

determine the specific duties and responsibilities of the job, and a job description

will outline the necessary skills and qualifications.

2. Recruitment: Five Star Hotel can use various recruitment methods to attract

potential employees. These can include job postings on relevant job boards and

social media platforms, attending job fairs, and employee referrals.

 3. Selection process: Five Star Hotel can use different methods to select the right

candidates. Some of these methods can include:

- Resume screening: The HR team can review resumes and shortlist candidates based

on their qualifications and experience.

- Phone screening: The HR team can conduct a phone interview to assess a

candidate's communication skills, availability, and interest in the position.

- Assessment tests: Five Star Hotel can administer various tests, such as personality

tests and skills tests, to assess a candidate's suitability for the job.

- In-person interview: The HR team can conduct an in-person interview to assess a

candidate's cultural fit, customer service skills, and work experience.

4. Background checks: Five Star Hotel can conduct a background check on potential

employees to verify their employment history, criminal record, and education.

5. Reference checks: Five Star Hotel can contact the references provided by candidates

to verify their work history and performance.

Orientation:

After selecting new hires, Five Star can start the orientation process by providing them with

an overview of the hotel's culture, history, and mission. They can also provide a detailed

orientation on the hotel's customer service standards and expectations. In addition, new
hires should be introduced to their colleagues and managers, and they should be provided

with the necessary tools and resources to carry out their duties effectively.

Training:

To develop the competencies needed for excellent customer service, Five Star hotel can

implement the following HRM training program:

1. Customer Service Training: The hotel should provide extensive training to employees

on customer service skills. The training should cover topics such as how to greet

guests, active listening skills, problem-solving, and conflict resolution.

2. Cultural Sensitivity Training: The hotel should provide training to employees on

cultural sensitivity, as the hotel may have guests from different backgrounds and

cultures. The training should focus on understanding cultural differences and

customs, and how to provide excellent service while respecting guests' cultural

beliefs.

3. Technical Skills Training: The hotel should provide technical skills training to

employees to ensure that they are proficient in using the hotel's equipment and

software, such as property management systems and reservation systems.

 4. Communication Training: The hotel should provide communication training to

employees to ensure that they can communicate effectively with guests and other

employees. The training should cover topics such as verbal and non-verbal

communication, active listening skills, and how to handle difficult conversations.

5. Sales Training: The hotel should provide sales training to employees to help them

understand how to upsell hotel amenities and packages to guests, such as room

upgrades, spa treatments, and restaurant reservations.

6. On-the-Job Training: The hotel should provide on-the-job training to employees to

ensure that they can apply their skills and knowledge in a practical setting. This

training can be provided by supervisors or experienced employees who can mentor

new hires.

7. Continuous Learning: The hotel should encourage continuous learning and

development among employees by providing access to online training courses,

workshops, and conferences related to hospitality and customer service.

By implementing these training programs, Five Star hotel can ensure that its employees

have the competencies needed to provide excellent customer service, which will help the

hotel achieve its vision of being recognized as the finest five-star property in Auckland.

Performance Management:

To manage the performance of its employees, Five Star can implement a performance

management system that includes regular feedback sessions, goal setting through

quarterly performance reviews, performance evaluations and career development plans.

The hotel can set clear performance goals that align with its customer service standards,

and provide feedback to employees on their progress towards these goals. The performance

evaluations can be conducted on a regular basis and can be used to identify areas of

improvement and areas where employees excel. Five Star hotel can recognize and reward

employees who demonstrate the desired competencies. The recognition and rewards can

be in the form of non-financial rewards such as public recognition, certificates, and trophies,

as well as financial rewards such as bonuses and stock options.

Incentive Compensation:

Five Star can motivate its employees to develop their competencies by offering them

incentive compensation. The hotel can create a rewards program that recognizes

employees who provide excellent customer service. This can include bonuses, gift cards, or

paid time off. The rewards program can be based on customer feedback, peer evaluations,

or performance evaluations. Another incentive could be employees who demonstrate a high

level of customer service competency and who show potential for leadership positions will

be eligible for career advancement incentives. These can include opportunities for

promotion, leadership training programs, or other development opportunities.

Overall, by implementing this HRM program, Five Star can develop the competencies

required for excellent customer service and establish itself as a leader in the hospitality

industry.

References

- Skinner, W. (2014, August 1). Managing Human Resources. Harvard Business

Review. https://hbr.org/1981/09/managing-human-resources

- Recruiting staff for better customer service. (n.d.). Marketing Donut.

https://www.marketingdonut.co.uk/customer-care/understanding-your-

customers/recruiting-staff-for-better-customer-service

- Scout, H. (2022, November 14). 21 Key Customer Service Skills (and How to

Develop Them). Help Scout. https://www.helpscout.com/blog/customer-service-

skills/

- Belcourt, Monica and Podolsky, Mark. Strategic Human Resources Planning 7th

Canadian ed. Nelson, 2018.