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Paula has been working as a house keeper for 25 years and Lisa believes that Paulas age is the main reason of her low productivity. Paula cannot…
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Case Summary Case Summary The executive housekeeper Lisa Oliver complains to the hotels general manager AshleyAustin about poor performance of Paula Cooper. Paula has been working as a house keeper for 25 years and Lisa believes that Paulas age is the main reason of her low productivity. Paula cannot meet new bedding standards of the hotel. Other housekeepers have to help her after they finish their work. Even though the quality of her work is high, Lisa is not satisfied with the quantity. Ashley Austin has to decide whether to keep Paula or let Lisa fire her.
While Lisa believe that age is the main reason of Paulas slow work, there are more possible explanations to the situation. For instance, Paula can be unfamiliar with new bedding standard of the hotel. One more possible reason is that Paula finds it difficult to fit to this standard because it challenges her usual pace of work. Lisa does not consider these options at all; her evaluation of Paulas work seems to be too subjective.
I believe that Lisa treats Paula differently from other housekeepers. According to her opinion, cleaning is physically hard and even younger employees “are challenged”. Despite Paulas high quality of work, Lisa speaks about Paulas age negatively. If I were a manager, I would not believe Lisa because her evaluation is discriminatory. All people have to be treated equally at work despite their age, sex, gender, religion etc. In order to make the right decision, I will check whether Paula really cannot meet the standard of the hotel.
To resolve the issue, I would advise Lisa to talk with Paula about new bedding standards and her performance. As Paulas line manager, Lisa has to give her a constructive feedback about her performance. She has to mention both good and bad aspects of Paulas work to show that her contribution to the team is appreciated. Moreover, Lisa has to make sure that Paula is familiar with new bedding standard. If she finds it difficult to fit it, Lisa can offer her a training program. There are younger housekeepers who are also challenged by new bedding standard. They can join Paula and learn from her how to boost their quality of work. Younger employees can benefit from cooperation with Paula because she has a profound work experience and well-developed skills. At the same time, Paula can adapt to new norms quicker if she is assisted by someone from her team.
It is obvious that there are some serious issue with team work between housekeepers. Paulas performance can get worse because she is treated as an outsider by her team. As the executive housekeeper, Lisa has to talk not only with Paula but with other housekeepers as well. Their attitude to Paula is too negative and it is damaging for atmosphere in the team.
Overall, conversation between Lisa and Paula is the right way to find true reasons of Paulas poor performance. Perhaps, Lisa is right and Paula is physically tired of hard work and she needs some rest. Lisa needs to talk about new bedding standards and ask why Paula does not meet them. It is not fair to treat Paula worse than younger employees and give her no opportunities to correct the situation. Read More
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