Translating Strategy Into Hr Policies and Practices Case

Delmi Cornelio
Human Resource Management
TRANSLATING STRATEGY INTO HR POLICIES AND PRACTICES CASE: The Hotel Paris

1. A front desk work sample test could include the following: a. The speed of checking-in or checking-out a guest. How fast the candidate checks in and checks out a guest. b. Welcoming guests politely. c. The quality of calls that are answered. Are calls answered with greetings according to the time of the day? Are calls answered with a friendly tone and attitude? d. Answering questions to guest in a very professional manner.
This includes having great knowledge of the region and main attractions within the local area. e. Capability to handle any reservation conflicts and find the best solution. f. Ability to handle dissatisfied guest. g. Making use of the reservation system.

2. Two possible personality test questions.
Lisa is looking for high-morale, patient and people-oriented employees, so she might consider using Myer Briggs personality test type of questions. The following 2 questions could be considered on the test. a. Do you find it easy to interact with strangers? b. Do you find it difficult to keep a cool head in conflict situations?

3. Other test that I would suggest to Lisa are the following: a. Using IQ assessments will demonstrate candidate’s ability to thinks quickly and understand what they read. This intelligence test will be helpful in finding candidates that will respond appropriate to complex situations and they will also make effective decisions. b. Lisa can also use the Big Five personality test. This test shows the level of extraversion, neuroticism, agreeableness, conscientiousness and openness to experience of a person, this will show whether a person is able to interact with different people, how they