Human Resource

AT HOTEL PARIS
A STRATEGIC APPROACH

Andleeb Sajjad
Welcome to the Presentation

• About Hotel Paris: Started as a single hotel in a Paris suburb in 1995.

• Expansion Goals: Now a chain of nine hotels across various global locations.
• Geographical Expansion: Aim to capitalize on reputation for good service
by expanding further.
• Key Challenge: Deteriorating reputation for excellent service among guests.
• Importance of Reputation: Reputation is crucial in the hospitality industry
for attracting and retaining customers.
• Agenda: In this presentation, we'll deliver into the strategies to overcome this
challenge and enhance performance.
 The Strategy
01 The Hotel Pari’s Strategic
Decision
• Emphasizes using superior guest
services as a key differentiator.
• Aims to stand out in a competitive
market by providing exceptional
guest experiences.
02
Signifance of Longer Stay
• Extending guests' length of
stay is a strategic goal.
• Longer stays contribute to
enhanced guest satisfaction
and revenue growth.
03 Guest Reurn as Measure Of
•
Success
Encouraging repeat visits from
satisfied guests is a primary
objective.
• Repeat customers indicate a
positive reputation and loyalty to
the brand.
04
Alignment With Expansion
• Goals
Aims to expand geographically by
leveraging the reputation for good
service.
• Geographical expansion is based on
providing a consistent quality
experience.
Human Resource

Key Takeaway
The strategic focus on superior guest services aligns with
the hotel's expansion plans, targeting longer stays, guest
loyalty, and enhanced revenues as markers of success.
 Organizational
Outcomes
In our pursuit of an effective strategy to enhance the
Hotel Paris's performance, it's crucial to identify the
key organizational outcomes that align with our goals.
These outcomes serve as benchmarks for success and
guide our efforts to provide exceptional guest
experiences. Let's delve into the required
organizational outcomes for our strategy:
 Organizational Outcomes
01 Reducing Customer
Complaints
• A core objective is to minimize customer
complaints, ensuring that our guests
encounter minimal issues during their stay.
• By addressing pain points and improving
service quality, we enhance guest
satisfaction and loyalty.
02
Extending Length of Stay
• Prolonging the duration of guests'
stays contributes to higher revenues
and guest engagement.
• Satisfied guests are more likely to
explore and enjoy additional services,
amenities, and offerings during their
extended stay.
03 Generating More
Compliments
• It's not just about avoiding negative
feedback; we aim to actively foster
positive guest experiences.
• Encouraging more compliments indicates
that guests appreciate our services,
resulting in enhanced word-of-mouth
marketing and reputation.
04 Increasing Guest
Expenditure
• Driving higher guest expenditures
creates a positive impact on our
financial performance.
• Guests who are pleased with their
experience are more inclined to spend
on premium services and offerings
Compentency and Behaviour

Hotel
De
Paris

In order to achieve the desired

outcomes and enhance the guest
experience, Hotel Paris recognizes
the importance of specific
competencies and behaviors
exhibited by its employees. These
traits are essential for creating a
positive impression and ensuring
guest satisfaction.
 Competencies
1. High-Quality Front Desk Customer
Service: Employees should possess the
ability to engage guests warmly, efficiently
handle check-ins and check-outs, and
address inquiries effectively.
2. Effective Communication: Clear and
friendly communication with guests,
colleagues, and superiors is crucial for
seamless operations and guest interactions.
3. Problem-Solving Skills: Employees should
be adept at resolving guest concerns
promptly and efficiently, ensuring a smooth
and enjoyable stay.
4. Adaptability: The hotel environment can be
dynamic. Employees should be flexible and
able to handle unexpected situations with
professionalism.
5. Attention to Detail: Precise execution of
tasks, from room assignments to amenities,
contributes to a flawless guest experience.
Behaviors
1. Processing Room Service Efficiently: Timely and
accurate delivery of room service orders, ensuring
guest preferences are met without delay.
2. Greeting Guests at the Front Door: Welcoming
guests with a warm smile and providing assistance
as needed sets a positive tone for their stay.
3. Positive Attitude: A friendly and positive
demeanor contributes to a welcoming atmosphere,
making guests feel valued and comfortable.
4. Anticipating Guest Needs: Going the extra mile
to anticipate and fulfill guest needs enhances their
experience and encourages return visits.
5. Maintaining Professionalism: Upholding
professionalism in all interactions, even under
pressure, reinforces the hotel's commitment to
exceptional service.
 A Strategy Map
A strategy map is like a roadmap that helps us understand how different pieces fit
together to achieve our goals. It's a visual way to show how actions lead to results.

Cause and Effect
Just like in real life, our actions
have consequences. A strategy map
shows us the chain of events from
one action to another.
HR Activites
These are the things we do in
Human Resources to make sure our
team is strong and motivated.
Organizational
Outcomes
These are the results we aim for,
like happy guests and better
financial performance.
HR Policies And Activites
Role of HR in Producing Required Workforce Competencies
and Behaviors

• HR (Human Resources) plays a critical role in aligning

employee behaviors and competencies with the
organization's strategic goals.
• HR's responsibility includes developing and
implementing policies and practices that shape employee
behavior to achieve desired outcomes.
• By focusing on workforce development, HR ensures that
employees possess the necessary skills, attitudes, and
behaviors to contribute to the organization's success.
Practices to Improve Disciplinary Fairness and Justice to Enhance
Employee Morale
• Disciplinary Fairness: HR can establish clear and consistent
disciplinary procedures that treat all employees fairly and
equally.
• Transparency: Communicating disciplinary processes and
consequences transparently helps employees understand
expectations and consequences.
• Appeal Mechanisms: Providing a fair mechanism for employees
to appeal decisions ensures that their concerns are heard and
addressed.
• Consistency: Ensuring consistency in applying disciplinary
actions helps build trust and reduce perceptions of bias or
favoritism
Enhancing Employee Morale:
• Fairness and justice in disciplinary matters
contribute to a positive work environment
and higher employee morale.
• When employees perceive that the
organization treats them fairly, they are
more likely to be motivated, engaged, and
committed to their work.
• High morale leads to increased job
satisfaction, reduced turnover, and
improved performance.
Examples of HR Activities:
1. Training and Development: Offer training programs to
enhance specific competencies, such as customer service skills
or effective communication.
2. Performance Management: Implement a performance review
process that provides constructive feedback and identifies areas
for improvement.
3. Recognition and Rewards: Establish recognition programs to
acknowledge and reward employees who consistently exhibit
desired behaviors.
4. Communication: Regularly communicate organizational goals,
values, and expectations to reinforce the desired behaviors
Benefits of Effective HR Practices:
• Improved employee morale and satisfaction.
• Increased alignment between employee behaviors
and strategic goals.
• Reduced turnover and increased employee
retention.
• Enhanced customer service and guest
experiences.
• Positive impact on organizational performance
and profitability.
Formulating Hypotheses for HR Impact on Hotel Performance

• Understanding Impact: To improve hotel performance, we need

to identify how HR practices influence the outcomes.
• Hypothesis Creation: We develop hypotheses to predict how
HR changes can lead to positive results.
Example Hypothesis:
1. Improved Grievance Procedures: Enhancing grievance
resolution leads to
2. Higher Morale: Increased employee satisfaction and motivation,
resulting in
3. Improved Front-Desk Service: Better guest interactions and
more efficient services, leading to
4. Increased Guest Returns: Satisfied guests are more likely to
return, ultimately resulting in
5. Improved Financial Performance: Higher revenues and profits
for the hotel.
Key Takeaway: Understanding these cause-and-effect relationships
helps us implement targeted HR strategies to enhance hotel
performance.
Note: Each step builds upon the previous one, illustrating the potential
impact of HR improvements on the hotel's bottom line.
 Metrics and Measurement
Measuring the Impact: Why Metrics Matter
• Metrics help us understand the relationship between different factors in our strategy.
• By measuring specific elements, we can see how changes in one area affect the overall outcome.
Key
Metric of
Understanding
Hotel the Benefits
Paris Connection of Metrics
Key Metrics for Hotel Paris:
1. Grievance Rates:
1. Measure the number of • Higher employee morale • Provides tangible data to
employee grievances support cause-and-effect
(measured through
submitted each month. relationships.
2. Indicates employee attitude survey scores)
• Enables evidence-based
satisfaction and engagement. can lead to improved
decision-making for HR
2. Attitude Survey Scores: customer service (fewer
1. Evaluate scores from our strategies.
customer complaints). • Helps track progress towards
hotel's semiannual attitude
survey.
• Addressing grievances achieving organizational goals.
2. Reflects employee morale positively impacts By measuring these metrics, we can
and their perception of employee morale, which quantify the impact of our
working conditions. in turn affects guest efforts and make informed
3. Customer Complaints:
experience. decisions to enhance the Hotel
1. Track the number of
Paris experience for both
complaints received from
guests per month.
employees and guests.
2. Directly correlates with
service quality and guest
satisfaction.
 Quantifying Cause-and-Effect Links
Quantifying
Relationship
• Quantifying cause-and-effect
links involves measuring
how changes in one metric
affect another.
• It helps us understand the
direct impact of HR efforts
on organizational outcomes.
Impact on Bottom line
Performance
• Let's say the Hotel Paris improves its
grievance procedures by 10%.
• This small HR effort leads to an almost 20%
boost in employee morale.
• Higher morale results in a 30% reduction in
customer front-desk complaints.
• This reduction leads to a 20% increase in
guest return visits.
• A 20% increase in returns correlates with a
6% rise in hotel revenues.
• The small HR effort thus significantly
impacts the hotel's financial performance.
 Complexity Consideration
Drawing Casual
Conclusion
• Complex Task: Linking cause
and effect through correlations is
intricate.
• Directional Challenge: Hard to
determine if A causes B or B
causes A.
• Example: Do fewer grievances
lead to higher morale, or is it the
opposite?
Considering Multiple
Factors
• Reality Check: Outcomes often
result from a mix of factors.
• Comprehensive View: Account
for various influences on the
desired outcome.
• Holistic Understanding:
Recognize interactions among
different elements.
HR Score Card and Computerization
• HR Scorecard: An HR scorecard is a strategic tool used to measure and track the effectiveness of HR practices and their
impact on organizational performance. It provides a structured way to align HR activities with business goals and outcomes.
• Comprehensive Measurement: The HR scorecard allows us to comprehensively measure various HR metrics and their
relationships. This helps us understand how different HR initiatives contribute to achieving our organizational objectives.
• Benefits of HR Scorecard:
• Clear Visualization: Visual representation of HR's impact on business outcomes.
• Alignment: Ensures HR practices are aligned with strategic goals.
• Accountability: Holds HR accountable for driving desired results.
• Computerization Possibility: We can leverage software solutions designed for HR scorecards. These tools streamline data
collection, analysis, and reporting.
• Advantages of Software:
• Efficiency: Automation reduces manual effort in data management.
• Accuracy: Minimizes human errors in calculations and reporting.
• Timeliness: Generates real-time insights for quick decision-making.
• Implementation Steps:
• Identify Key Metrics: Select metrics relevant to our goals and strategy.
• Data Collection: Gather data from various sources, such as performance evaluations, surveys, and financial reports.
• Here you can describe the topic of the section
Data Analysis: Use the software to analyze relationships and trends.
• Visualization: Generate visual dashboards to present insights effectively.
• Continuous Improvement: Regularly update and refine the scorecard based on changing needs.
• Example: Hotel Paris
• By implementing an HR scorecard, Hotel Paris can track how HR initiatives impact guest satisfaction, return rates, and
revenue.
• The software can help identify areas for improvement and monitor progress over time.
Remember: The HR scorecard and software enable us to measure and manage HR's contribution to our strategic goals in a more
systematic and efficient manner.
 Application at Hotel Paris
Improving Performance: Lisa's Strategies
• Lisa, HR Director at Hotel Paris
• Leading efforts to enhance organizational performance.
• Improved Recruitment Processes
• Objective: Attract and retain high-quality employees.
• Actions Taken:
• Refined job descriptions for clearer expectations.
• Implemented targeted sourcing strategies.
• Enhanced interview processes to assess cultural fit.
• Changing Pay Policies
• Objective: Motivate employees and align with strategic goals.
• Actions Taken:
• Adjusted compensation structure to reward top performers.
• Introduced performance-based bonuses.
Here you can describe the topic of the section
• Aligned pay with industry standards to stay competitive.
Lisa's Approach: Focused and Results-Driven
• Outcome: Enhanced workforce competencies and behaviors.
• Impact: Improved guest service quality and satisfaction.
• Result: Increased guest returns and extended stays.
• Bottom Line: Improved financial performance and reputation.
Note: This slide highlights how Lisa, as the HR Director, strategically applies concepts like improved recruitment and pay
policies to drive performance improvements at Hotel Paris.
 •
Conclusion
Key Takeaways:
• Strategic use of guest services drives Hotel Paris's expansion.
• Required outcomes: fewer complaints, more compliments, longer stays,
higher spending.
• Employee competencies and behaviors crucial for success.
• HR policies shape desired workforce qualities.
• Strategy map visually connects actions to results.
• Importance of HR Strategies:
• Vital role in achieving organizational goals.
Here you can describe the topic of the section
• Effective HR practices enhance guest experiences.
• Improved performance leads to growth and profitability.
Thank you! Feel free to ask any questions.