I recommend the Portman Hotel to make a radical surgery to its current HR policy to solve problems it faces. Although Portman’s strategy is innovative in a sense that it reinvented the concept of employee to deliver Asian standards of hospitality to the U.S, it caused hindrances to provide pleasant experience to customers. The major reason is that the current HR policy does not structured in the way to maximize utilization of motivations and skills of employees.
To be specific, the top three problems of the Portman Hotel are lack of hierarchy, lack of specialization, and lack of systematic approach to the wage. In my point of view, a lack of hierarchy between PVs and other service groups made it difficult for the Portman Hotel to provide great experience to customers. If the roles and hierarchy structure become …show more content…
Although the 5-Star Team plan dealt with this problem, I believe it is not enough because PVs are still fulfilling multiple roles which require different skill sets. For example, one of the most important skills for cleaning is tidiness while it is an interpersonal skill for serving a customer. Those tasks are better to be performed by different individuals to increase the productivity because people will become more efficient by developing their own knowhow as time goes by. It is important issue as PVs are currently spending 80% of their time for cleaning.
Lastly, a payroll system is a critical issue for the Portman Hotel because there is a significant gap between the real ratio of employee to customer and the expected ratio of employee to customer to keep up with Asian standards of hospitality. Considering high wage level of America, it is inevitable that Portman needs innovative ways to deal with the high ratio of employee to customer. However, the existing HR policy works in the opposite way because there are no rewards nor reductions linked to the performance of
To be specific, the top three problems of the Portman Hotel are lack of hierarchy, lack of specialization, and lack of systematic approach to the wage. In my point of view, a lack of hierarchy between PVs and other service groups made it difficult for the Portman Hotel to provide great experience to customers. If the roles and hierarchy structure become …show more content…
Although the 5-Star Team plan dealt with this problem, I believe it is not enough because PVs are still fulfilling multiple roles which require different skill sets. For example, one of the most important skills for cleaning is tidiness while it is an interpersonal skill for serving a customer. Those tasks are better to be performed by different individuals to increase the productivity because people will become more efficient by developing their own knowhow as time goes by. It is important issue as PVs are currently spending 80% of their time for cleaning.
Lastly, a payroll system is a critical issue for the Portman Hotel because there is a significant gap between the real ratio of employee to customer and the expected ratio of employee to customer to keep up with Asian standards of hospitality. Considering high wage level of America, it is inevitable that Portman needs innovative ways to deal with the high ratio of employee to customer. However, the existing HR policy works in the opposite way because there are no rewards nor reductions linked to the performance of