Lisa Brown, the HR manager of Hotel Paris, realized the hotel's recruitment process was disorganized and ineffective. Individual hotels were left to find applicants themselves through help wanted ads with no oversight or metrics to evaluate success. Lisa and the CFO reviewed the current practices and found recruitment was unmanaged, with no direction on preferred applicants or sources. They agreed a new, centralized recruitment process was needed to attract the quality employees needed to deliver the guest-focused strategy.
Lisa Brown, the HR manager of Hotel Paris, realized the hotel's recruitment process was disorganized and ineffective. Individual hotels were left to find applicants themselves through help wanted ads with no oversight or metrics to evaluate success. Lisa and the CFO reviewed the current practices and found recruitment was unmanaged, with no direction on preferred applicants or sources. They agreed a new, centralized recruitment process was needed to attract the quality employees needed to deliver the guest-focused strategy.
Lisa Brown, the HR manager of Hotel Paris, realized the hotel's recruitment process was disorganized and ineffective. Individual hotels were left to find applicants themselves through help wanted ads with no oversight or metrics to evaluate success. Lisa and the CFO reviewed the current practices and found recruitment was unmanaged, with no direction on preferred applicants or sources. They agreed a new, centralized recruitment process was needed to attract the quality employees needed to deliver the guest-focused strategy.
superior guest service to diferentiate the Hotel Paris properties, and to thereby increase the length of stay and return rate of guests, and thus boost revenues and proftability. H manager !isa "ru# must no$ formulate functional policies and activities that support this competitive strategy, by eliciting the re%uired employee behaviors and competencies. &s a longtime H professional, !isa "ru# $ell a$are of the importance of efective employee recruitment. 'f the Hotel Paris didnt get enough applicants, it could not be selective about $ho to hire, it $asnt li(ely that the hotels $ould en)oy the customer* oriented employee behaviors that the company strategy relied on. +he $as therefore disappointed to discover that the hotel Paris $as paying virtually no attention to the )ob of recruitment prospective employees. 'ndividual Hotel managers slapped together help $anted ads $hen they had positions to fll, and no one in the chain had any measurable idea of ho$ many recruits these ads $ere producing or $hich recruiting approaches $or(ed the best ,or $or(ed at all-. !isa (ne$ that it $as time to step bac( and get control of the Hotel Pariss recruitment function. &s they revie$ the details of the Hotel Paris .s current recruitment practicies , !isa "ru# and the frms "/0 became increasingly concerned. 1hat they found, basically, $as the recruitment function $as totally unmanaged. The previous H director had simple allo$ed the responsibility for recruitment to remain $ith each separate hotel, and the hotel managers, not being human resources professionals, usually too( the path of least resistance $hen a )ob became available, such as by placing help $anted ads in their local papers. there $as no sense of direction from the Hotel Pariss head%uarters regarding $hat sorts of applicants the company preferred, $hat media and alternative sources of recruits its managers should use, no online recruitment, and no measurement at all of recruitment process efectiveness. The company ignored recruitment*source metrics that other frms used efectively, such as number of %ualifed applicants per position, percentage of )obs flled from $ithin, the ofer*to*acceptance ratio, acceptance by recruiting source, turnover by recruiting source, and selection test results by recruiting source. 't $as safe to say that achieving the Hotel Pariss strategic aims depended on the %uality of people that it attracted to and then selected for employment at the frm. 1hat $e $ant are employees $ho $ill put our guests frst, $ho $ill use initiative to see that our guests are satisfed, and $ho $ill $or( tirelessly to provide our guests $ith services that e2ceed their e2pectations said the "/0. !isa and the "/0 both (ne$ this process had to start $ith better recruiting. The "/0 gave her the green light to design a ne$ recruitment process