ACTIVITY 2 .

CASE STUDY: HRM INCIDENT IN RECRUITMENT,

SELECTION, AND PLACEMENT

A Turnover Problem at tlie Front Desk/Reception in The Fort Hotel

case is for classroom discussion only and is not intended to shoiv correct or incorrect ^aaernent ofa
case. It is based on an actual situation of the company understudy. Some personal and information of the
characters involved are altered and the structures and procedures organization are purely hypothetical to
fit the situation depicted in the case. The company is °^0UiSed to protect the identity of the owners).

The Fort Hotel is located south of Metro Manila. Because of the increased
number of guests and tourists, check-ins, and inquiries, bookings increased neatly.
This created a need for front-desk receptionists. In addition, there is oi＜；n a growing
competition with two newly constructed hotels and an expanded hotel-apartelle in the
area.
The advertisement for the front desk representative is placed in a major online
job website. The starting salary for the front desk representative is a little over the
minimum wage and the work schedule is six days a week on an eight-hour shift.
The bulk of the job of the front-desk receptionists includes calls for room service
from the guests, whether for laundry, housekeeping or, food service. There are guests
who complain that they do not get prompt service. But these are rare cases, because
the hotel is known for its quick service delivery. Nevertheless, the management has
recognized this and has given incentives to those in the food and beverage,
housekeeping, laundry, service, and other sectors except the front-desk receptionists
who are considered as mere call-takers and not actual service providers.
The hotel has successfully recruited new front-desk receptionists in recent months
but turnover has also increased significantly.
The table below shows the data on recruitment sources for the last three years.
hot^lthln six months, 51% of the front-desk receptionist resigned from

Recruitment Total Qualified Six-

Potentially Interview/ Accepted
source number of and offered month
qualified ’ exam job
job survival
applicants
..
Website 53 24
450 78 64 56
.......

115 32 20 17 11
Walk-jn
31 20 14
Referral
37 19

78 38
149 105 89

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Questions:
1 How would you assess the recruitment data in the last three years? What
■ is the trend?

2. On the basis of this scenario, what concrete efforts and strategies can you devise
in the recruitment of the next batch of front-desk receptionists who will work for
the hotel?

3. What will be your advice to the management regarding the handling of the next
batch of hires in the front desk?

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