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    The Portman Hotel - OB Case Study

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    Kanchan Lakhwani
    The document discusses organizational behavior issues at the Portman Hotel, a new 5-star hotel aiming to provide superior Asian-style service. Personal Valets (PVs) were central to the service model but caused problems due to unclear responsibilities and low tips. A "5 STAR PLAN" reorganized PVs into teams to increase productivity but still faced communication, disciplinary, and work ethic issues undermining guest relationships and performance. The hotel plans to address these issues by introducing team captains, disciplinary regimes, training, and redesigning its growth strategy.

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    The Portman Hotel - OB Case Study

    Uploaded by

    Kanchan Lakhwani
    332 views11 pages
    The document discusses organizational behavior issues at the Portman Hotel, a new 5-star hotel aiming to provide superior Asian-style service. Personal Valets (PVs) were central to the service model but caused problems due to unclear responsibilities and low tips. A "5 STAR PLAN" reorganized PVs into teams to increase productivity but still faced communication, disciplinary, and work ethic issues undermining guest relationships and performance. The hotel plans to address these issues by introducing team captains, disciplinary regimes, training, and redesigning its growth strategy.

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    The Portman Hotel – OB Case study

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    The document discusses organizational behavior issues at the Portman Hotel, a new 5-star hotel aiming to provide superior Asian-style service. Personal Valets (PVs) were central to the service model but caused problems due to unclear responsibilities and low tips. A "5 STAR PLAN" reorganized PVs into teams to increase productivity but still faced communication, disciplinary, and work ethic issues undermining guest relationships and performance. The hotel plans to address these issues by introducing team captains, disciplinary regimes, training, and redesigning its growth strategy.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    332 views11 pages

    The Portman Hotel - OB Case Study

    Uploaded by

    Kanchan Lakhwani
    The document discusses organizational behavior issues at the Portman Hotel, a new 5-star hotel aiming to provide superior Asian-style service. Personal Valets (PVs) were central to the service model but caused problems due to unclear responsibilities and low tips. A "5 STAR PLAN" reorganized PVs into teams to increase productivity but still faced communication, disciplinary, and work ethic issues undermining guest relationships and performance. The hotel plans to address these issues by introducing team captains, disciplinary regimes, training, and redesigning its growth strategy.

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    You are on page 1of 11

    The Portman Hotel –

    Case Study of its


    Organizational Behavior

    Kanchan Lakhwani – MBA 2001007


    Neelav Dhar Choudhury – MBA 2001008
    Mohammed Shahrukh Khan – MBA 2001011
    Introduction
     The Portman hotel was built with
    the intent of being a “5 STAR” hotel
    that provides superior services to
    its guests.
     The main objective was to provide
    superior services based on “Asian
    standards of hospitality”
     The vision that separated the
    Portman hotel from its competitors
    was “Introduction of PV’s”
    Background

    348
    rooms,
    across 21
    floors
    Asian Accents
    - Quiet shades
    of green or pink
    with natural
    wood furniture
    HRM Policies
    Employees
    referred to
    as
    “Associates
    ”
    Formation of
    Stringent
    unions was
    recruiting
    frowned
    process
    upon

    Flat Bill of
    hierarchy Rights

    Practical
    termination
    rules
    Personal Valets (PV)
     A group of employees most central to
    the Asian philosophy of service.
     They were butlers for the guests
    expected to provide comprehensive
    personal service
     PV’s Age group ranged from 19 – 50
    years
     “As long as a guest’s request is moral
    and legal, we want you to do everything
    in your power to fulfill that request”.
     Yes Sir or best friend relationship
     Cleaning of rooms, perform minor
    maintenance, restocking the mini bars,
    cleaning the hall ways etc.
     PV > Maids (additional benefits)
     Independent Capitalists
    Problems in the first months of operations

     Implementation
     Decentralization
     Average Tip - $40
    Expected Tip – $200 per week
     Misleading job responsibilities
     No central character
     Job content
     Employees relations

    Result - Increased Attrition


    Solution – 5 STAR PLAN
    15 teams
    of 5 each
    assigned
    to each
    floor
    Increased
    2 days
    week off
    productivit
    y

    Formation
    Guarantee
    of teams
    d working
    based on
    hours
    seniority
    Helped to
    build
    relationshi
    p
    5 STAR PLAN ………..Reality
     Gross miscommunication among
    teams
     FLOATERS
     Disciplinary issues
     Work ethics
     Inability to form good relationship
    with the guests
     Lack of supervision and training
     Ineffective decision making
     Poor performance
    Plan of Action
    Introduction of
    Team Captains

    Disciplinary
    regimes to be
    implemented

    Redesigning the
    growth strategy

    Intensive
    training
    Theories addressed in the case
    Fundamental
    Attribution Error

    Expectancy Theory

    Equity Theory

    Operant
    Conditioning Theory

    Herzberg’s Two
    Factor Theory

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