QUESTION

Instructions: Read the case assigned carefully enough to remember many of the details presented in it. (A) Provide a case summary based on your understanding of the case. (B) Then proceed to the below steps in analyzing the case. Steps in a Case analysis: 1. Problem Identification 1.1. Minor/major Problems 1.2. Possible future problems Explanation: Minor problem(s) refers to symptomatic problems while the major problem(s) refers to the principal problem(s) or the cause of the symptomatic problems. For example, it is not meaningful to assert that low sales volume is the major problem in a case study, since low sales volume is only symptomatic of an underlying major problem, such as poor compensation plan, poor supervision of sales force, etc. 2. Problem Analysis 2.1. Apparent causes and your justification 2.2. Underlying issues 2.3. Assumptions made (if applicable) 3. Alternative Solutions 3.1. Options available 3.2. Advantages and disadvantages of each alternative 4. Recommendation 4.1. Recommended action 4.2. Justification 4.3. Positive and negative effects 5. Implementation 5.1. Step by step procedure of how to implement the recommended action. Explanation: Here you need to draw up a statement of what must be done to carry out the recommendation, what personnel must be assigned to do it, when it must be carried out and how much it will cost to do it. In case study analysis, students should ensure that their recommended action/implementation procedure is persuasive and practical. The proposed solution and implementation must be convincing and relate to the problems identified. 6. General Comments 6.1. Conclusion (C) If the case has specific case questions to be answered, you must answer them.

ANSWERS

Case Study
(A) Case Summary

The case revolves around Lisa Cruz, the HR manager of Hotel Paris who realizes that the
hotel's recruitment process is seriously ineffective and not managed carefully. The competitive
strategy of Hotel Paris is to basically provide superior guest service to make a difference
between itself from competitors and even increase guest satisfaction and profitability. Lisa
understands recruitment's significance in acquiring employees who basically possess the required
behaviors and competencies to support the company's strategy. She goes on to discover that
individual hotel managers handle the recruitment process independently, thus resulting in a lack
of direction, ineffective recruiting approaches and no measurement of recruitment effectiveness.
Since she was concerned with the situation, Lisa decided to take control of the recruitment
function and improve the process.
Lisa and her team introduce several changes to the recruitment process such as creating a
central recruiting link on the hotel's website and designing standard job ads emphasizing the
company's values and benefits by also implementing an intranet-based job posting system and
analyzing the performance of different recruiting sources. The number of applicants did
increases by an average of 40% after successfully implementing the changes. Lisa is now ready
to implement new screening procedures to select highly committed and service-oriented
employees.

(B) Steps in Case Analysis

1. Problem Identification
There was an ineffective and unmanaged recruitment process at Hotel Paris that resulted in
a lack of direction, poor selection of employees, and failure to attract individuals who align with

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the company's service-oriented values. I speculate continuation of the current recruitment process
may lead to ongoing recruitment challenges of hiring employees who do not meet the required
standards and failure to support the competitive strategy of providing superior guest service.
2. Problem Analysis
There was a lack of centralized recruitment management with an absence of clear
guidelines for preferred applicant profiles and recruiting sources, reliance on local help for
wanted ads and a lack of measurement of recruitment effectiveness. There is an inadequate
recruitment strategy, insufficient alignment of recruitment practices with the company's
competitive strategy, absence of online recruiting methods, and neglect of recruitment-source
metrics. There may have been assumptions that the current recruitment process was sufficient or
that individual hotel managers were capable of handling recruitment effectively without central
oversight.
3. Alternative Solutions
The options available were to implement targeted online recruitment methods such as job
portals and social media platforms which basically aims to attract individuals with the desired
skills and service-oriented mindset. Collaborate with hospitality schools and institutes to
establish partnerships and recruit graduates directly. Utilize employee referral programs that
encourage current employees to refer potential candidates who actually align with the company's
values and finally to engage recruitment agencies specializing in the hospitality industry to
source qualified candidates. The advantages and disadvantages of each alternative should be
further evaluated based on various factors such as cost, time efficiency, and candidate quality
and alignment with the company's competitive strategy.
4. Recommendation

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Hotel Paris should adopt a serious multi-pronged approach to recruitment with factors
based on targeted online recruitment, partnerships with hospitality schools, employee referral
programs and even collaboration with specialized recruitment agencies. This recommendation
aligns with the company's competitive strategy to expand the pool of potential candidates and
increase the likelihood of attracting individuals with the desired service-oriented values and
competencies. Positive effects include improved applicant quality, increased employee
engagement through referral programs and enhanced alignment with the company's competitive
strategy. Negative effects may include increased recruitment costs and additional resources to
manage partnerships and referral programs.
5. Implementation
Hotel Paris needs to follow these steps for the purpose of recommendation action.
Establish partnerships with hospitality schools and institutes by defining the terms of
collaboration and the recruitment process. Develop targeted online recruitment strategies such as
job portal postings and social media campaigns. Implement an employee referral program thus
providing incentives for successful referrals. Select and collaborate with specialized recruitment
agencies by ensuring they understand the company's values and recruitment requirements.
Monitor and evaluate the effectiveness of each recruitment source by using metrics such as
qualified applicants per position, jobs filled from within, offer-to-acceptance ratio and turnover
by recruiting source with selection test results.
6. General Comments
Hotel Paris can attract and select highly committed, service-oriented employees aligned
with the company's competitive strategy by making the recruitment process successful. Effective

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recruitment actually contributes to enhancing guest satisfaction by increasing revenues and
improving overall performance.

Case Questions

From the required hotel personnel skills, suggested recruiting sources could include
targeted online platforms such as job portals and social media to actually reach a broader
audience (Boon et al., 2019). It would attract individuals with vast in technology knowledge at
using online platforms. So partnerships with hospitality schools and institutes would also benefit
recruiting graduates with the necessary skills and knowledge.
A Hotel Paris help wanted ad should actually highlight the company's service-oriented
values, the benefits of working for the hotel and even the specific skills and qualities desired in
potential candidates. The ad should implicitly convey that individuals without a people-oriented
mindset need not apply.
To measure the effectiveness of its recruiting efforts, Hotel Paris can utilize various
metrics which include the number of qualified applicants per position to assess applicant quality,
the percentage of jobs filled from within to measure the success of internal promotions, and
turnover by recruiting source to determine the effectiveness of different sources (Stone, Cox, &
Gavin, 2020).