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1. Describe the organization, what it does, the customers it serves, and its size.
Capitol Concierge has been providing professional services to busy individuals and leading businesses since the company opened for business in 1987. As the nation's largest provider of concierge services for commercial office properties, upscale apartments and condominiums, shopping malls, private corporations and individuals; they credited their passion for service and unfailing commitment to customer satisfaction for the company's continued growth and success.
The company does anything and everything it takes to ensure that their clients receive the best possible service. At Capitol Concierge, they believed that each and every one of their clients are a VIP and should be treated as such. Capitol concierge does many service such as having an on-site concierge for the convenience of their clients. Whether you need a concierge, lobby attendant, front desk staff and/or valet service, the on-site concierge works in your property's lobby to personally tend to the needs of the tenants, residents, and guests. The On-Site Concierge is the first point of contact and is there to take requests, monitor and sign people in, take and follow up on maintenance calls, and create a welcoming atmosphere to your tenants and residents.
The on- site concierge is physically available to receive and facilitate individuals' requests during your selected hours, and follows up on all remaining requests after they leave for the day. Another service that capitol concierge provide is a virtual concierge. The virtual concierge service provides you with on-line access to the company’s wide array of offerings and capabilities. Clients are able to place online orders with the customized concierge team that services their property remotely, that team of concierges facilitates the fulfillment of the order. This service level provides customers with the convenience of online order placement, while still receiving the personalized touch of a dedicated and capable concierge. Last but not least, the company also provide other services such as catering, transportation, and selling movie tickets at discounted prices.
Whether it's for one guest or 1,000, the company is the premiere resource for catering and event-planning needs. Formal or casual, Capitol Concierge will go above and beyond to ensure that the special occasion is just as special. When it comes to transportation, no matter where you need to go, Capitol Concierge can help get you there in style. Whether you're looking for a limo, sedan, motor-coach, van or even a yacht or even a corporate jet, they will get you there.
While managing client requests is a primary duty of a concierge, the willingness to always go the extra mile is what distinguishes a Capitol Concierge. They go beyond fulfilling client orders with the white-glove treatment. They think about what their clients need before they think of it. They anticipate, prepare and deliver and do whatever it takes to ease their clients' busy schedules and help them make the most out of their day.
2. Research the organization’s mission statement. Discuss the role HR will play (or does play) in fostering the organization’s mission statement.
Capitol concierge adapted a key slogan called Consider it Done. “We’ve accomplished this while keeping our focus solidly on our core mission, which is service, by seeking out and hiring employees who are dynamic, with stronger, multiple and varied skills,” added Linda Ellis, CEO of capitol concierge.
Human resource played a major role in fostering the organization’s mission statement. Strategic upgrades were made throughout the company, placing new and deeper emphasis on ethics and integrity and as core company values. The human resource department helped capitol concierge grow by employee training and continuing education. The company avoid excessive employee turnover by deploying HR professionals to training sessions, that way the new employees will have a better understanding of the business policies and how their work should be carried out.
Ethical behavior, values and norms do not come to everyone equally. This is why the company consistently promote and embrace the values of trustworthiness, respect and citizenship. The success of the business in achieving their mission, demands that from the CEO to Concierge to treat all situations the same regardless of the challenges, by doing the right thing. “Doing the right thing has become the solid foundation on which our company and employees grow, and the essence of who we are— collectively and individually." (Paula Waters, 2013) The role of human resources in new employee training includes required statements about affirmative action and accessibility as well as sensitivity training. HR trainers may be asked to discuss corporate standards and methods of resolving disputes before resorting to official mediations. Another role for HR departments is holding continuing education courses on new company policies, department-specific skills training and reminders about state and federal workplace laws. These core principals have resulted in Capitol Concierge's reputation for being responsive, paying attention and doing the right thing, even when no one is looking.
3. Assess the common HR challenges facing this organization (e.g., high turn-over, low wages, lack of skilled workers, etc.). Recommend an HR strategy you would implement to overcome the challenges assessed.
At capitol concierge the number one challenge, even in today’s economy is choosing and retaining excellent employees. Capitol concierge interview about thirty people to find one person which is both expensive and time consuming. The challenge to retain key talents keeps the organizations up at night because today’s key employees have many employment options. The challenge is how to understand what will retain their new-millennium workers in order to adopt that best practice to retain, mentor and manage these golden assets to achieve their organizational objectives. In order to retain employees a company must be able to provide initiatives that will persuade the employees to stay.
Recommendations for retaining skilled employees are offering a competitive benefits package that fits your employee needs, use contests and incentives to help keep workers motivated and feeling rewarded and creating open communication between employees and management. Providing health insurance, life insurance and a retirement-savings plan is essential in retaining employees. Other perks, such as flextime and the option of telecommuting, go a long way to show employees you are willing to accommodate their outside lives.
Using contests and incentives can help keep workers motivated and feeling rewarded. Done right, these kinds of programs can keep employees focused and excited about their jobs. Creating open communication between employees and management can help by hold regular meetings in which employees can offer ideas and ask questions. Having an open-door policy that encourages employees to speak frankly with their managers without fear of repercussion. Another primary human resources challenge for the company is improving employee performance. Not only do they want to hire employees that will stay for the long term but those employees should also perform at productive levels, but they have learned to hire the right person and to provide training and support to retain the right person. To hire the best candidates for the job, improved employee performance joins lower turnover and employee development as results that give your company the competitive.
4. Determine how effective your recommendation above will be to making the organization more competitive.
According from the recommendations from above, a good benefits package and employee incentives can do more for your business than simply ensuring your employees have a measure of financial stability. By creating a benefits package that appeals to your employee base, you can help guarantee that your workers will be satisfied in their jobs, meaning that they will work harder and remain in their positions longer.
However, a benefits package can, in fact, do even more than improve company productivity. A good benefits package can be an excellent means of recruiting, and maintaining, the best employees. With a standout benefits package you can ensure that your company will be better able easier to recruit top talent to help a company grow.
With this in mind, it is advisable to ensure that you are familiar with the benefits packages of your chief competitors. Know what they offer and make certain that your package is of equal or greater value to your employee base. By understanding both what your employees value, and what your competitors offer, a company can be certain that your company will stand apart from the rest.
Communication between employees and managers can also be beneficial for a business. Teams that lack two-way communication between managers and employees will also lack cohesion. A manager with strong interpersonal communication skills, especially the ability to solicit and respond to feedback about her leadership from her employees, has the best chances of building a strong team. In addition, communication and cohesion are linked to each other. As cohesion increases, team communication continues to grow and thrive.

References
Elizabeth Halkos: How to Choose the Best Benefits for Your Employee Base Voluntary
Benefits Magazine; February 1, 2011

Lynda Ellis, 2013: Capitol Concierge

Paula Water, 2013: Ethics: The Foundation of Capitol Concierge

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