Publications
Publications
- February 1989 (Revised August 1989)
- HBS Case Collection
Portman Hotel Co.
Abstract
A brand new hotel has opened with a new service strategy: import to America Asian-style service using a butler-like employee group called the personal valets. To achieve this high level of service, the hotel has paid great attention to its human resource policies, believing that the quality of its service will depend on the quality and motivation of the people, It articulates a series of employee "rights," which it tells employees are enforceable in court. Upon opening employees are excited and highly motivated but soon morale and quality problems develop. The students must evaluate the hotel's human resource management theory and practice in light of these problems.
Keywords
Business or Company Management; Service Delivery; Employees; Accommodations Industry; Asia; North America
Citation
Heckscher, Charles C. "Portman Hotel Co." Harvard Business School Case 489-104, February 1989. (Revised August 1989.)