The Hotel Paris Case

Main Theme

• The strategy of Hotel Parsis’s is ‘to use superior guest service’ to increase the length of stay and return rate of guests. To implement this strategy, the skilled employee is the first requirement and to recruit suitable employee, we need job description. But most job’s descriptions are out of date. So, Lisa cruz must develop a job description with the required competencies.

Actors

• Lisa Cruz: HR manager of the Hotel Paris.

Determinants

1. List at least four important employee behaviors for the Hotel Paris’s staff.

2. Create a job description for Hotel Paris front desk clerk.

Comprehensive AnalysisQ-1. List at least four important employee behaviors

for the Hotel Paris’s staff.

• Persistent of duty in servicing guests• Response to the guest’s call as early as possible• Behave in the way that ‘customer is always right’• Able to exhibit patient & Guest supportiveness even when

busy with other works

Q-2. Create a job description for Hotel Paris front desk clerk.

01. Job Identification

• Job Title: Front desk clerk• Job Family: Service• Date: 17.04.2015

02. Job Summary

The job of front desk clerk is to check, accept, deal primarily, give information, attract the guests with nice words etc.

03. Responsibilities & Duties

• Check the guest• Accept the guest• Deal with the guest primarily• Give information about rent and others• Guide the guest• Say ‘Good-Bye’ when the guests leave to make

relationship

04. Standards of Performance

• Able to check a guest in or out in 5 minutes or less• Don’t raise the ‘voice’ on phone• Able to deliver information or guideline in 5 minutes for

each guests

05. Job Specification

• Graduate in Hospitality Management or Marketing with work experience

• Persuading power to convince people• ‘Good Looking’• Smart in ‘words’

Conclusion

• Job description must be updated in time to time with competency required.