The Portman Hotel Brief Case

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In the case study “The Portman Hotel Company” some evident problems lead to the breakdown of the concept of “Overwhelming the guests by professional, cheerful and immediate response to every request”. We can clearly see that the lack of joint agreement and effort among some workers along with the managers refusing to use discipline creates obvious chaos in the procedures needed to run a 5-star luxurious hotel. Two examples of “Fundamental Attribution Error” reside in this case study. The first example of the FAE can be the problem evolving from the “Floating” personal valets. The FAE error sates that people have tendency to emphasize on internal characteristics to explain someone’s behavior or reaction in a given situation, rather than taking external factors into consideration. It has been suggested that “there are, in fact, four distinct causes of correspondence bias: (a) lack of awareness, (b) unrealistic expectations, (c) inflated categorizations, and (d) incomplete corrections” [1]. To determine if the source of a behavior is the situation or the personality, we have to observe different individuals in that situation. If observations show that the individuals behave very similar in the given situation, we can conclude that it is the external factor or situation that is causing them to have such behaviors. For instance, floaters were seen as outsiders which were labeled to be careless, forgetful, tip stealers and the main reason of lowering responsiveness to guest as a result of wasting time. In reality, floaters were simply victims of their position. They were not able to learn their coworker’s habits or build strong relationships with their coworkers or the guests due to their unstable situation which required them to move around. As we can see, lack of awareness of the PVs regarding the real reason behind the floaters behavior combined with their

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