Recruitment and Retention - Case Study - Management Assignment

Internal Code : MAS5030

Management  Case Study  Assignment :

Case: The Hotel Perth: Testing The Hotel Perth’s competitive strategy is ‘To use superior guest service guest service to differentiate the Hotel Perth properties, and to thereby increase the length of stay and return rate of guests, and thus boost revenues and profitability.’ HR manager Lisa Smith must now formulate functional policies and activities that support this competitive strategy, by eliciting the required employee behaviours and competencies. As she considered what she had to do next, Lisa Smith knew that employee selection had to play a central role in her plans. The Hotel Perth currently had an informal screening process I which local hotel managers obtained application forms, interviewed applicants, and checked their references. However, a pilot project using an employment test for service people at the Paris hotel had produced starling results. Lisa found consistent, significant relationships between test performance and a range of employee competencies and behaviours such as speed of check-in/out, employee turnover, and percentage of calls answered with the required greeting. Clearly, she was on to something. She knew that employee capabilities and bahaviours like these translated into just the sorts of improved guest services the Hotel Perth needed to execute its strategy. She therefore had to decide what selection procedures would be best. Lisa’ team, working with an industrial psychologist, wants to design a test battery that they believe will produce the sorts of high-morale, patient, people-orient employees they are looking for. It should include, at a minimum, a work sample test for front-desk clerk candidates, and a personality test aimed at weeding out applicants who lack emotional stability. Questions Provide a detailed example of the front desk work sample. Provide a detailed example of two possible personality test questions. What other tests would you suggest to Lisa, and why would you suggest them? Questions : 

• Discuss what is meant by reliability and validity with an example. What is the difference between them?
• In what respects are they similar?