•Case Study: Apply HR Management Principles•  "The problem, I'm afraid, may just be her age," Lisa Oliver, the executive housekeeper, said to Ashley Austin, the hotel's general manager.• "What do you mean?" asked Ashley.• "Well, Paula Cooper has worked as a housekeeper in this hotel for more than twenty-five years and has always done an excellent job. Recently, she has had trouble cleaning her rooms in the time allowed. Some room attendants are complaining because, after they finish their own rooms, they must help Paula. They think it's unfair to make them do her job."• "She tries hard," continued Lisa, "but as you know, room cleaning is a tough, physically demanding job. With our chain's new bedding standards, even lots of the younger room attendants are challenged. In Paula's case, she knows what to do, but she cannot do it as fast as she used to. The room inspectors find her work acceptable; it's the quantity that is the problem. She almost never meets the 30-minute-per-room standard anymore. I just wonder how long we can keep her."

 Questions: 1)What do you believe is the most likely cause of Paula's substandard work performance?

2) Assume you are the hotel's general manager. Do you believe your executive housekeeper is evaluating Paula's work performance any differently than that of other room attendants based on her age? Why or why not?

3) What would you, as the hotel's general manager, advise Lisa to do about Paula? Explain the intended goal of each recommended step.

Resources: Human Resource Management in the Hospitality Industry; 2nd Edition 2015; Ninemeier, Jack D and Hayes, David K.; Wiley & Sons; ISBN: 978-1-118-98850-3

 

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