Case Study

Tamara Washington

Human Resources- Dr. Rogers

Chapter 7 Case 1

Step 1: Diagnose strategic issues and key problem (s)

The problem with Loews Hotels is not exactly clear. However, they do want to continue to live up to their promises. They want to continue to captivate their customers and keep them coming back for more. In this case study Loews Hotel is looking for ways to delight their guest.

Step 2: Define strategic issues and key problems

It’s possible that the Loews Company got in this predicament by not making employee training apart of the company’s culture from the beginning. The case does not specify who was in charge before Lucas but Jenny Lucas, director of education and development for Loews, noticed the need for employee training.

Step 3: Generate Strategic Alternatives

As stated before; Lucas noticed the need for employee training. That’s the first step, realizing that there is a need for some type of improvement. It appears that Loews is heading in the right direction. They realize that brands should live up to their promises and a big part of living up to that promise involves training. Lucas said “It’s about what we do for guest to make their experience memorable and make them want to come back to a Loews hotel”. She has the right idea and she knows that in order to do so employees need to be properly trained. This case mentioned how the training manager works in the departments and build relationships with employees on the floor. This is important to the outcome of the employee training.

Step 4: Recommend strategic alternative

The steps that are being taken are the preferred steps. Employee training is very necessary. It’s also a good idea to incorporate more e-learning training methods in the training programs. As Lucas mentioned she wants to tap into the Y generation and she knows e-training is necessary in order to do this. The only problem that may arise from this new implementation of employee training is the lost of focus....