Map for the Hotel Paris

To expand
geographically

Higher guest Increase Increase

expenditures revenues profitability

Increase the Superior guest Increase return

length of service rate of guests
stays

Greetings Taking calls for Processing

guest at the reservations in guest’s room
front do a friendly service meals
manner efficiently

High-quality front-
desk costumer
service

Improve employee
morale, through the
disciplinary fairness
and justice
 HR score card

5. Strategic Rankings in
performance industry Profit margins
Percent share of
metrics (Are we service and total Annual revenues
market
achieving our satisfaction annual profits
strategic goals? surveys

Strategies Number
relevant and Guest service written guest
satisfaction Various customers and Hotel
customer and compliments
index Paris outcome metrics,
organizational and/ or
including: frequency of
outcomes complaints per
guest’s returns; average
metrics (How year
length of stay; and guest
can we
expenditure per guest per
measure
stay
whether our
customer
service is
actually
improving and
having the
desired
effects?

3. Strategically Employee Employee Various employee Percentag

relevant emergent turnover morale service- oriented Employee e of
employee behavior metrics, service employee
capabilities and including, percent commitme s scoring
behaviors metrics calls answered with nt and at least
(Wat skills and required greeting; engagemen 90% on
actions must our speed of check t index Hotel
employees in/out; percent Paris
demonstrate if our room cleaning score quiz
company is to infractions; and
achieve its percent guests
strategic goals? receiving Hotel
Paris required
greeting on arrival

2. Strategic HR activities Part II Part III Training Part V

Part I Part IV
metrics (What HR Recruiting and and Appraising Employee
Introduction Compensation
function should we Selecting such such as; no. of Relations and
such as; % of
focus on, and hoe as; no. of hours training Safety such as;
workforce
should we measure its applicant; % of per employee; accident cots
engobe for
efficiency and employees no. of per year; no.
merit pay
effectiveness. hired based on employee of grievances
test. appraised. per year
 Create service- Encourage
Emphasized
Hotel Paris Basic personal
oriented partnership and
strategic themes Embed core values employee
workforce sense of
(What basic growth and
ownership
themes must we learning
in HR pursue to
help Hotel Paris
achieve its
strategic goals?)