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Mini Case Study - MOD 15 Staffing The Front Office at The Heritage Center Inn - Handout

Greg Nelson has been hired as the front office manager of the new Heritage Center Inn. As the hotel has not yet opened, Greg must prepare to recruit, hire, and train a new front office staff. He will need to work with the human resources department on job descriptions and develop a staffing plan. Greg will need to consider both internal and external candidates and create evaluation tools to select the best candidates. He will also need to emphasize training for new employees and develop motivational programs using the training manual from his previous job.

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905 views1 page

Mini Case Study - MOD 15 Staffing The Front Office at The Heritage Center Inn - Handout

Greg Nelson has been hired as the front office manager of the new Heritage Center Inn. As the hotel has not yet opened, Greg must prepare to recruit, hire, and train a new front office staff. He will need to work with the human resources department on job descriptions and develop a staffing plan. Greg will need to consider both internal and external candidates and create evaluation tools to select the best candidates. He will also need to emphasize training for new employees and develop motivational programs using the training manual from his previous job.

Uploaded by

Bona Kim
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Managing Human Resources 11

Mini-Case Study: “Staffing the Front Office at the Heritage Center Inn”

The Heritage Center Inn is a new 250-room hotel located in a suburban area of Capitol City. Included in the hotel’s
many amenities are an indoor swimming pool, two tennis courts, a complete fitness center, several large meeting
rooms, a dining room, a cocktail lounge, and covered parking. The hotel is approximately eight weeks from opening.
Greg Nelson has just been hired as front office manager. Greg comes from another hotel in town where he has
been an assistant front office manager for two years. Since the hotel has not opened yet, Greg must first prepare to
recruit, hire, and train a new front office staff. The hotel has a human resources division that has made up some
preliminary job descriptions. Greg also wrote the front office training manual for his last hotel. At this time, there is
a front office budget for the first operating year of the hotel, but no staffing guidelines have been developed.

Discussion Questions
1. Who should Greg talk with before he develops his staffing plan?

2. What sources should Greg contact to find qualified candidates for employment? Discuss internal as well as
external sources.

3. What tools should Greg use to evaluate and select candidates? Who should Greg discuss these with before
finalizing them?

4. What motivational programs should Greg consider for new employees?

5. What emphasis should Greg place on training his new employees? What information should be covered in the
training program? What managers should participate in the training besides Greg? Should the training program
end when the hotel opens? Why or why not?

Case Number: 33212CB


The following industry experts helped generate and develop this case: Richard M. Brooks, CHA, Vice President,
TWE Group; and Michael L. Kasavana, NAMA Professor in Hospitality Business, The School of Hospitality
Business, Michigan State University, East Lansing, Michigan.
This case also appears in Case Studies in Lodging Management (Lansing, Michigan: the American Hotel &
Lodging Educational Institute, 1998).

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