Hotel Paris

In order to achieve its strategic plans and goals, there are some basic HR strategy
processes that Hotel Paris pursue.

First of all I’d like to summarize the hierarchy of links among the hotel’s HR practices,
necessary workforce competencies and behaviours, and required organizational
outcomes. “The Basic HR strategy process is as follows:
Management formulates a strategic plan. This plan in turn implies certain required
organizational outcomes, such as improved customer service. Those required outcomes
in turn imply certain workforce requirements. Human resource management then
formulates HR strategies (policies and practices) to produce the desired workforce
skills, competencies, and behaviours. Finally the human resource manager chooses
measures to gauge the extent to which its new policies and practices are actually
producing the required employee skills and behaviours. The Hotel Paris’s human
resource manager might use these six steps:
Defining the business strategy,
Outlining a strategy map,
Identifying the strategically required organizational outcomes,
Indentifying the required workforce competencies and behaviours,
Identifying the required HR system policies and activities
, and finally choosing HR scorecard measures.”
The Hotel Paris Case:

Question 1: Based on the hotel's stated strategy, list at least four important employee
behaviors for the Hotel Paris's staff.
The hotel Paris’s 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”.
Hotel is a beneficial business, when all the guests are happy with the hospitality and
behavior. It is a great responsibility for all the hotel employees to maintain the proper
behavior with the guests. No matter what happens, all the hotel employees, waiter or
manager or any person related with hotel services should behave properly.
A hotel is successful when its employees/waiters are qualified. Successful/proper
behavior is a great quality. So as a part of a hotel or as a member or as a waiter you
should know how to behave with a guest. Let’s learn 10 successful behaviors with a
guest.
1. When you are in front of a guest be friendly. Smile at the guest.
2. Ask a guest if he/she needs something.
3. You should be accurate with your work. Listen and note carefully what the guest
needs. Repeat items to them to ensure everything is alright.
4. Guest’s satisfaction is all you need. Satisfy a guest with your humble behavior.
5. Respond quickly. Try to keep an eye on guests. So that if they try to have your
attention by eye contact or by any signal, you can respond quickly.
6. When the guests are eating, don’t ask them if they are finished or they want to pay
now.
Job Description of a Hotel Front Desk Clerk
Check ins and outs

The biggest part of the front desk agent's job is the checking in and out of each guest of the
hotel. To do this, the desk agent must maintain a pleasant demeanor and be willing to work
with the guest to get the best room possible for their stay. As guests check in, there will
usually be a process that requires a credit card deposit and the signing of a registration card.
The front desk agent must facilitate this process, make sure all hotel rules are followed and
be able to explain what the process is should there be any questions. Upon checkout, the
deck agent must be able to explain all charges on a guest's bill.
Maintaining Reservations
• The desk agent has a big job even before the guest arrives on the hotel property. They
must maintain a list of reservations and often place those reservations in certain rooms to
fulfill as many guest requests as possible. The desk agent needs to be in constant
communication with the housekeeping and maintenance departments to have an uptodate
list of clean and working rooms. As each day begins, they must go through their arrival lists
to match up as many reservations with the correct room types as possible
Guest Information
The front desk is one of the best resources for guest information and communication. If
there is no concierge, the front desk agents will be tasked with the job of helping
guests make reservations and recommending activities they can do while they are in
town. They will often have to communicate with a guest before they arrive in regards
to room type and amenities and sometime, will have to communicate with a guest after
they have left about problems with their stay or billing issues.
Paperwork
• A large aspect to a front desk agent's job involves paperwork. All hotels guests need
to have their accounts checked daily to make sure there is enough of a deposit for the room.
The front desk is also responsible for making sure all money has been collected and there are
no outstanding accounts. The hard copies of signed registration paperwork must be kept
organized and placed in a secure location when the guest has checked out. These accounting
duties are vital to the continued success of the hotel.
Guest Complaints
• The front desk agent is tasked with resolving all guest complaints. Most of the time,
desk agents are empowered to give free meals, move guest rooms or rebate money for a
guest stay if it did not live up to expectations. Dealing with complaints requires a gentle
touch, especially if the agent has to explain some policy to a guest or if the guest is very
irate.

Hotel Paris

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In order to achieve its strategic plans and goals, there are some basic HR strategy

processes that Hotel Paris pursue.

The Hotel Paris Case:

Check ins and outs

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