Case Study on Portman

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Case Study of Portman Hotel Prepared by Anne Schmiedge, Nisar Khan and Varun Mittal Statement of Case Problem Personal Valet (PV) employee’s morale is down, many are not performing, or have poor attendance causing guests to see mistakes which is contrary to the business strategy: “overwhelm guests by the professional, cheerful and immediate response to every request.” Internal and External Factors Below is a list of internal and external factors that have an impact on the problem outlined in this case. The level of seriousness is evaluated and displayed by a numeric value in the chart below. The most serious factors have been rated “5” and the least serious factors have been rated “1”. |Internal Factors |Seriousness Rating | | |5 most serious | | |1 least serious | |Morale is down |4 | |Not performing |5 | |Poor attendance |4 | |PV’s changed from reporting directly to director, now reporting through five supervisors |2 | |Roughly half the staff want to work to support their true interests in life (painters, writers, entrepreneurs, |1 | |etc) while the others

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