You are the newly hired human resource manager reporting to the owner of a new five-star resort hotel opening up on the white sand beaches of the western coast of Florida. For this new venture to succeed, you need to make sure that hotel employees focus on providing customers with the highest quality customer service possible. You are meeting to discuss how to create a high performance, high commitment culture that will promote such high-quality service, encourage employees to be committed to the hotel, and reduce the level of employee turnover and absenteeism, which are typically high in the hotel business.

Questions: (Each question is worth 10 marks each)

1. 2. 3.

What kinds of organizational values and norms encourage employees to behave in ways that lead to high-quality customer service expected with a HCHP establishment?
Using the concepts learned in the course thus far, discuss how you will create a HCHP culture that promotes the learning of these customer service values and norms?

Which factor is the most important determinant of the kind of culture you expect to find in a five-star hotel?