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Portman Hotel
Weakness
Job allocation- random allocation of the employees at various jobs led to disorder while dealing with the hotel guests.
Opportunities
Differentiation- There was product differentiation through the service provided
Threats
Personalised service could increase the costs of the hotel in long run in case the
Group D Divya Reddy, Ganesh Kamath, Manichand V, Rangoli Garg, Urvashi Bakhru
Case 3. Portman Hotel to the customer. Customer insight- The employees were trained to identify the loyal customers and rejecters and hence had customer insight which could be put to use by providing better service. cost of labour increased beyond expectations. unionisation in case the management gets to tough with the employees. It was possible that guests may object to the fact that the same person performing two types of service, say room cleaning and serving.
Case 3. Portman Hotel the load on the HR and could improve the situation to a great extent as the HR could focus on the major problems rather than handling petty issues. Second option would be to increase the employee motivation and trust by involving them in team building exercise. This would increase the interdependency of the employees and commitment. The third option would be to abandon the concept of personal valet as it is evident that the Americans are yet not ready for this kind of service and revert to the traditional way of American hospitality.
Group D Divya Reddy, Ganesh Kamath, Manichand V, Rangoli Garg, Urvashi Bakhru