DASHARATH.

SHIRASHYAD
ROLL.NO.:- 09
MBA II SEM

HRM Case Study

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Suggested Solutions

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This case study gives many examples of issues that could be

improved upon in order to help with the human capital performance
in the Beachside Hotel. The Sunrise Hotel offers many good practices
that help to ensure a return on investment in their human capital
practices. The low turnover, length of service of employees, and the
positive ratings regarding guest satisfaction all point to the positive,
human capital focused culture of Sunrise Hotel. The above questions
give some discussion points that will help to focus students
and practitioners on some of the positive actions that can be taken
by Beachside Hotel to help improve performance and the tone of the
company. Here are some partial solutions to the case study questions.
1. In order to start changing the human capital practices at the
Beachside Hotel, there needs to be a serious shift in the culture
there. Since Brian did not have any human resources background,
he does not get involved in hiring, training, and ensuring that
these functions are used to build a stronger service culture. Mary,
the HR practitioner, was put into place because she could not work
with customers, yet she is now in charge of the internal customers
in the organization, the employees. Brian needs to get involved
in building a stronger culture by making sure that he works with
Mary to make sure that she is focused on people and creating a
positive atmosphere. Investments need to be made in training and
development of the people currently employed at Beachside Hotel
and also in the new people to build a committed workforce.
2. Brian should start out by learning more about the human capital in
his own hotel first and getting himself immersed in the people of the
company. The service profit chain starts internal to the organization
and then looks to the external guest. Brian could then observe
some of the human resource practices that are being used at the
Sunrise Hotel and apply them to his own hotel. Joe gets involved in
all of the hiring at the Sunrise Hotel as well as the training there.

Brian should implement more of a focus in the top management of

Beachside Hotel in order to emulate Joes focus on developing a culture
of service and in taking pride in the people that work for him.
3. Brian needs to focus on hiring the correct people for the various
jobs at the Beachside Hotel and should then work with each person
to determine what it would take to get them to be satisfied in their
jobs. Training and development not only give people the skills
that they need to be successful in their jobs, but also they help to
develop people in other facets of their life, i.e., time management
skills, money management skills, and even tuition reimbursement
for college classes. These development classes help people feel
a sense of connection with their jobs and would help them to be
satisfied in their overall lives. The more satisfied employees are, the
more that they tend to stay at a place of employment and the more
they tend to satisfy the guest that they serve. Having the top management
in a company get involved with the training and development
of their people, helps them commit to their future growth and
helps the employee feel that their employers believe in them.
4. Since Brians job is to fix the Beachside Hotel, there will need to
be an initial investment in order to get the human capital practices
to a point where there are some significant improvements. These
improvements will hopefully drive the service level up at the hotel
and thus drive occupancy and repeat customers. There needs to be
a return on investment focus for the hotel as they try to change the
culture. It appears that currently, there is not a focus on investment
in human capital at all and the cost is the low customer satisfaction
scores,
high
turnover,
and
a
lack
of
repeat
guests.
This
hotel needs to encourage a focus on the human capital areas as well
as focusing on the return on investment in this area. It needs to be
noted that the return on investment may take a period of time to
show a positive return, but hopefully the effort will be worth it.

5. Some of the other human resource initiatives that could be undertaken

by either or both properties are: regular and thorough performance
reviews,
360
degree
feedback
programs,
round
table
discussions with employees to focus on their needs, incentive programs
to
reward
employees
for
positive
performance
toward
the
objectives of the organization, offer reward programs for guests in
order to boost the level of repeat guests to the hotels, more open
communication regarding progress toward the goals of the organizations
in order to keep employees in the loop regarding performance,
top management needs to focus on having a focus on the
service profit chain regarding the internal guest satisfaction as
well as the external guest satisfaction.