07-07-2012, 12:59 PM
HUMAN CAPITAL DILEMA
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What systems should brian implement in order to start changing the human capital practices in the beachside hotel?
What could brian learn from joe in terms of the human capital aspects of running a hotel?
How could training and development programs be implemented in the beachside hotel in order to help with turnover and occupancy rates at the hotel?
SOLUTIONS
1. In order to start changing the human capital practices at theBeachside Hotel, there needs to be a serious shift in the culturethere. Since Brian did not have any human resources background,he does not get involved in hiring, training, and ensuring thatthese functions are used to build a stronger service culture. Mary,the HR practitioner, was put into place because she could not workwith customers, yet she is now in charge of the internal customersin the organization, the employees. Brian needs to get involvedin building a stronger culture by making sure that he works withMary to make sure that she is focused on people and creating apositive atmosphere. Investments need to be made in training anddevelopment of the people currently employed at Beachside Hoteland also in the new people to build a committed workforce.
Some of the other human resource initiatives that could be undertakenby either or both properties are: regular and thorough performancereviews, 360 degree feedback programs, round tablediscussions with employees to focus on their needs, incentive programsto reward employees for positive performance toward theobjectives of the organization, offer reward programs for guests inorder to boost the level of repeat guests to the hotels, more opencommunication regarding progress toward the goals of the organizationsin order to keep employees in the loop regarding performance,top management needs to focus on having a focus on theservice profit chain regarding the internal guest satisfaction aswell as the external guest satisfaction.