Portman Hotel Company Case Study

Basic Facts of the Case:

The Portman Hotel Company is characterized for being one of the most prestigious luxury hotels of America. The service given to the guests is incomparable with their competitors. The direct contact between the guests and the ¨associates¨ is unique in the hotel business. They have a new concept, were a group of employees called the Personal Valets, provide a service to the guest and are trained to predict the guest’s needs and personality.

The Most Pronounced Symptoms of Distress:

The biggest concern this company has is evident. The employees are not performing as they were expected. The hotel wants to have a higher level of employee commitment and responsibility, but there isn’t a concrete plan to solve this dilemma. The Portman’s strategy says that training and motivation will not achieve some standards. That, for me, is a big problem because they are not having a good program for training the associates. They need to develop a stronger training plan to achieve what they are expecting from the member of staff.

The Problems:

The 5’Star team plan is reorganization of the personal valets. This plan is created to solve the problems the PVs have. It is a plan to put an end to the disorganization and tension there is with the different workers of the hotel. The Portman wanted the personal valets feel more comfortable with their work. This strategy was also designed to solve the problem of employees that couldn’t have a long-term relationship with the guests and having some control with the tips, which are so important for the associates. This plan didn’t happen as expected because it had some improvements at first, but still had some problems. I think this is a significant problem happening in this company. They cannot find a real solution and they still have some difficulties. There are several problems going on in this company, ...