Hampton Inn

792 Words Apr 10th, 2014 4 Pages
Human Resource
Case Study

Question1. Does Hampton's new HR strategy fit with the hotel's business strategy?

Answer: If you're not 100% satisfied, we don't expect you to pay. That's Hampton’s new HR strategy. This guarantee allows every Hampton Inn employee to do whatever it takes to satisfy guests- including giving them their money back. Furthermore, every employee would go through a three-day training program, they knew that the guarantee ”100% satisfaction” was something special. It became more and more apparent that the new Hampton Inn guarantee would affect all of their jobs, each team member owns this promise to every guest: friendly service, clean rooms, comfortable surroundings, every
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While the goal of the 100% Satisfaction Guarantee is to give every guest a satisfying stay, the guarantee has made employees' jobs more satisfying as well. When Hampton Inn tells employees that they can do whatever it takes to make a guest happy -without needing approval from a manager they're telling employees that they trust them to do their jobs. This type of trust motivates employees to do a better job, and makes them try harder to deliver excellent customer service. Employees at the Hampton Inn are extremely efficient in the delivery of services.

Question3. What risks may Hampton Inn incur by adopting its new HR strategy? Explain

Many organizations have introduced service charters to improve service quality and user satisfaction. However, this goal is not always achieved, with the history showing both implementation successes and failures. The reasons for my position are as follows.

Refund is not a panacea, problem solving is the key
Dealing with Complaints and Refund Requests carefully
It’s not effectively if the problem remains unresolved after refunding. If you are unable to solve the problem in a reasonable amount of time, then you should not only consider some compensation, but also realize how severely the guest’s holiday experience was affected.
Every refund request has to be considered with on a case by case basis. One of the first rules of managing a hotel is that as soon as a guest reports a problem, you should do

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