THE HOTEL PARIS CASE The New Career Mana.docx - THE HOTEL...

THE HOTEL PARIS CASE
The New Career Management System
The Hotel Paris competitive strategy is to use
superior guest service to differentiate the Hotel
Paris properties, and to thereby increase the
length of stay and return rate of guests, and thus
boost revenues and profitability. HR manager
Lisa Cruz must now formulate functional
policies and activities that support this
competitive strategy by eliciting the required
employee behaviors and competencies.
Lisa Cruz knew that as a hospitality business,
the Hotel Paris was uniquely dependent upon
having committed, high-morale employees. In a
factory or small retail shop, the employer might
be able to rely on direct supervision to make
sure that the employees were doing their jobs.
But in a hotel, just about every employee is on
the front line. There is usually no one there to
supervise the limousine driver when he or she

picks up a guest at the airport, or when the valet
takes the guest’s car, or the front-desk clerk