The Portman hotel is one of the luxury hotels in the hotel industry. The size of the hotel is relatively small; it has only 348 rooms and 21 floors. The objective of this hotel is to bring Asian hospitality to the US. This hotel is different from other hotel because it offers the services of personal valet and also it had “ no rules for the guests”.
HUMAN RESOURCE MANAGEMENT
PERSONAL VALLET SYSTEM
Personal valet is the large group about 85 of the 400 total. No other American hotel had this system. PVs had to report to the director of guest room services through the supervisors. PVs were as same as the maid in the other hotel. The pay rate was the same as the maid in the other hotel about $7.50. PVs were responsible for 5 rooms whereas maid covered16 rooms. PVs group gets two-week training course like cleaning rooms, mixing drinks and many more.
PV shad to clean the rooms, perform minor maintenance, restock the room’s minibars, and clean the hallway and many more.
There are also some problems in the Portman hotel like firstly they do not know that how to implement the service of personal valets. Due to this philosophy, there were too many conflicts in a hotel. Second problem was related to hiring that means that at the time of hiring their job description was 50% is about cleaning and remaining 50% is related to serving the guests. But after hiring the portion of cleaning goes to 80%, which make the PV’s harder to serve the guests. Another problem was employee relationship. There is a lack of cooperation or coordination among the employees and they have problem while working with other group or team. Next problem was related to tip. Tip level was below the expectation like they expected that they will ...
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In the last, the conclusion is that the Portman hotel offers services like personal valet system and “no rules for the guests” whereas other hotel provides the same services like the Portman hotel provide like 24 hours food service, elegant rooms and dinning but they are not providing personal service system and “no rules for guests” and this make the Portman hotel different from other luxury hotels. PVs approach was a labour intensive strategy and labour cost is three times more than Asia. 5 star team plan work well but than also there were problems, which still left in the Portman hotel, like laundry problem, minibars and many more.
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