Essay on The Portman Hotel – Case Study

1590 Words Aug 23rd, 2010 7 Pages
EXECUTIVE SUMMARY The Portman Hotel was built with the intent of being a 5 star hotel that provided superior service to its guests. This superior service centered around a business plan that was based on Asian standards of hospitality. The Portman Hotel executives were committed to keeping both their guest and employees happy. The vision that would separate The Portman from the competition was “personal valets” (PVs). These PVs were responsible to every need of a guest. This included everything from cleaning and restocking the rooms, to more personalized services like pressing the guest’s clothes, preparing the guest’s drinks, or drawing a guest’s bath. As long the requests from the guests were legal and moral it was the PVs …show more content…
Feedback has to include both reward and accountability to be successful.
To set a clear direction, Scott should implement the team caption concept. With the team captain, the personal valets would have immediate contact with a supervisor who would have the training and understanding of the job requirements to provide an appropriate answer that will continue to motivate the employees and keep the customers happy (i.e., keep the tips to the employees flowing). Although the team captain would lead to higher costs and another level in the hierarchy, the communication that could be provided to the personal valets will be invaluable because the increased communication will help alleviate the turnover and lead to a more quality experience for the customers (which in the service industry leads to additional stays/word of mouth referrals/increased occupancy rates). The new level in the hierarchy would be crucial in creating a training plan for new and existing personal valets so that the quality standard Portman is committed to have will be fulfilled. Portman should look at what they want the customers to take away from their stay at the hotel. The job structure for the personal valet’s should be structured so that the customer experience is the focus. The happier the customers are with their experience at the hotel, the larger the tips for the employees will be as well as there would be return business and referrals.
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