Human Resource Management: The Performance of Employees at Ritz-Carlton Hotel - Case Study Example

Executive Summary Ritz-Carlton Hotel needs to develop so that the performance of their employees further gets enhanced. It looks at analyzing the different issues, the manner in which training and other performance tools were taught and passed on and the manner in which changes were done so that the organization is able to witness changes in their performances. This will help to improve the level of satisfaction for employees and will thereby help to bring a change and transformation through which better results will be achieved and will thereby help to achieve better commitment level and direct the employees to be able to perform at a higher level. Ritz-Carlton Hotel thereby needs to address the different needs and requirements of the employees by bringing about a complete change and transformation in the manner in which services are provided. This will look at focusing on areas like interviews, questionnaire, observation so that training needs are identified. Based on it the mechanism of providing the required training has to be developed so that the business process looks at maximizing the overall gains and ensures better results. This will require both on and off the job training and needs to be monitored continuously so that changes can be made if required. This will reduce the risk for Ritz-Carlton Hotel and ensure that the overall process of providing training helps the organization to provide better services to its customer Table of Contents Introduction 3 Information about Ritz-Carlton Hotel 3 Way to access training, development and orientation need of staff 4 Training needs of the employees 6 Training & Development Strategies to be used 6 Measuring the effectiveness of the strategy 8 Conclusion 9 Recommendations 9 References 11 Introduction Organizations those are able to be successful when they are able to control and manage their workforce effectively. The importance of managing and motivating the workforce requires proper orientation, training and monitoring the performance so that employees are able to perform at the highest level (Sevari & Kandu, 2011). This report explores the different strategy that Ritz-Carlton Hotel needs to develop so that the performance of their employees further gets enhanced. It looks at analyzing the different issues, the manner in which training and other performance tools were taught and passed on and the manner in which changes were done so that the organization is able to witness changes in their performances. This will help to improve the level of satisfaction for employees and will thereby help to bring a change and transformation through which better results will be achieved and will thereby help to achieve better commitment level and direct the employees to be able to perform at a higher level. Information about Ritz-Carlton Hotel Ritz-Carlton Hotel has been successful due to the different strategies which they used and were aimed towards maximizing customer satisfaction by ensuring better training, orientation and development practices so that business gained. To be able to deliver superior performance Ritz-Carlton Hotel has looked towards specific purpose training of the employees which helps to provide the required skills based on which customer satisfaction has been maximized. This has helped to develop a framework where correct employees were selected for correct positions and has helped to maximize the overall gains and increased the overall risk for the business. Way to access training, development and orientation need of staff Ritz-Carlton Hotel has to develop the required training program where they look at identify the different needs of the employees and then develop the required training needs so that standards can be developed and proper service can be provided (Arnold, 2005). Ritz-Carlton Hotel needs to thereby examine the gap and has to look at developing appropriate strategies which helps to fill the gap and ensures that employees become motivated to carry out the different function in the most effective manner and will make it difficult to find out the areas where employees have to be provided specific training (Ahmad & Schroeder, 2009). The hotel thereby needs to look at the following dimensions Direct Observation: This will require observing the employees and finding out the areas where training and other orientation needs are required. The performance has to be matched with the standards which have been defined and based on it training has to be developed so that the gap gets filled. The overall emphasis has to be on brining a change in the employee behavior so that the determined standards are achieved and the hotel is able to perform on different parameters and areas Oyler & Pryor, 2009). Examining the employees when they work will help to a large degree in filling the gap and will provide the required directives through which future performance can be improved. Questionnaires: Ritz-Carlton Hotel can further look at using questionnaires to understand the areas where the employees feel that training is required. This will help to address the different questions and will help the employees to develop a mechanism through which employees performance can be enhanced for the future. The process will help to find out the different training program which has to be carried out and will provide the required directives through which overall business performance and effectiveness will be gained (Scott, 2011) Consulting Person with Specific Knowledge: Ritz-Carlton Hotel can further look at using external agencies so that they are able to understand the different directives through which business performance will be understood. Ritz-Carlton Hotel through the mechanism will also be able to ensure that they are able to deal with the policies through which resources will be used in a better manner and results will be achieved in the best possible manner (Bateman & Snell, 2004). This process will also ensure that the resources are used in a better manner and will help to present the gaps based on which specific training can be provided for the improvement of the employees (Jay & Alec, 2012). This will help to fill the present gaps and will ensure that the organization has correct employees at various positions. Interviews: Ritz-Carlton Hotel can also look to ask people visiting the hotels regarding the gap they perceive in the service standards. This will help them to focus on the relevant areas and provide the required training so that better level of satisfaction can be achieved (Zwick, 2009). The overall steps here will be to bring about a change in the behavior of employees and developing strategies which are aimed towards maximizing the level of satisfaction so that higher service standards are set (Khatri, 2010) The different areas thereby brings forward the areas which have to be focused and will thereby help to bring a change in the manner service is delivered. Training & Development Strategies to be used The identification of the different issues helps to bring forward the different training needs which have to be provided. This has to be matched by ensuring better service delivery standards so that better performance is achieved Induction of New Staff: A properly developed induction program has to be developed so that employees understand the organization and vice versa. This will also help to find out the different training needs and will help the hotel to develop strategies based on it (Hale, 2003). While looking to do so it should be ensured that employees feel comfortable so that the required dimensions can be achieved. The training should further help the employee understand the organizational culture and the manner in which the different roles and responsibilities which will be assigned to the employees have to be carried out. Customer Service: The training needs of the employees should have to be developed based on the different areas and directives through which customer needs can be addressed (Mehrabian and Susan, 2007). Using a process of both on the job and off the job training will help to fill the void as it will help to pass on the required training and ensure better development of employees. This will help to improve the level of service standard and will transform the entire working scenario into one which will aim towards better use of resources (Darling & Leffel, 2010) Interpersonal Skills: The training process will also look at developing the interpersonal skills of the employees so that they are able to communicate in a better way. The objective at this juncture is to ensure that culture is upheld but the process stills looks at refining the manner in which activities are carried out and maximizes the level of satisfaction for the customer. It will focus on bringing a change in the behavior so that employees are so that they become better committed and are able to transform the manner in which different resources are used (Cipolla, 2010). Development of Team Skills: the training and development program has to look at developing the team skills so that people are able to work together and ensure better use of resources (Provis, 2009). The employees need to understand the benefit of working together and need to bring a change in their behavior so that they strive together for better results. The training program needs to develop an artificial condition where the employees actually work together so that they are able to remove their personal differences and come together (Cable & Judge, 2006). This will help the hotel to bring a complete change and transformation in the manner different services are provided and will help to improve the effectiveness in the use of different resources. Development of Leadership Skills: The training and development program has to further look at developing the leadership skills so that employees are able to lead from the front. This will help the organization in carrying out the different work in the most effective manner and will increase the chances of being successful over a longer period of time (Boyer & Lewis, 2012) The process of training and development thereby has to focus on core areas and should look at transforming the behavior of individuals towards better performance Conclusion The report analyzes the manner in which Ritz-Carlton Hotel needs to bring about a change in their strategies through proper training, induction and development of employees so that better service standards are set. This has to be matched by the fact that the different needs of the employees and mechanism of working needs to be addressed so that overall perspective looks at maximizing the process through which effectiveness will be achieved. This will help to ensure that employees will become motivated and committed so that the goal of the organization becomes effective and looks at maximizing the goals of the organization. Recommendations Ritz-Carlton Hotel thereby needs to address the different needs and requirements of the employees by bringing about a complete change and transformation in the manner in which services are provided. This will look at focusing on areas like interviews, questionnaire, observation so that training needs are identified. Based on it the mechanism of providing the required training has to be developed so that the business process looks at maximizing the overall gains and ensures better results. This will require both on and off the job training and needs to be monitored continuously so that changes can be made if required. This will reduce the risk for Ritz-Carlton Hotel and ensure that the overall process of providing training helps the organization to provide better services to its customer References Arnold, J. 2005. Work Psychology: Understanding human behaviour in the workplace 4th ed. Harlow: FT Prentice Hall. Ahmad, S., & Schroeder, R. G. 2009. The impact of human resource management practices on operational performance. Journal of Operational Management, 21, 19−43 Bateman, T. & Snell, S. 2004. Management: The New Competitive Landscape. 6th Edition, McGraw Hill, New York Boyer, K. K., & Lewis. M. W. 2012. Competitive Priorities: Investigating the Need for Trade-Offs in Operations Strategy. Production and Operations Management, 11, 9–20 Cable, D. & Judge, T. 2006. Person-organization fit, job choice decisions, and organizational entry. Organizational Behavior and Human Decision Processes, 67(3), 294–311 Cipolla, V. 2010. Is HR Outsourcing for you? 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