Portman Hotel Company Case Study

Basic Facts of the Case:
The Portman Hotel Company is characterized for being one of the most prestigious luxury hotels of America. The service given to the guests is incomparable with their competitors. The direct contact between the guests and the ¨associates¨ is unique in the hotel business. They have a new concept, were a group of employees called the Personal Valets, provide a service to the guest and are trained to predict the guest’s needs and personality.

The Most Pronounced Symptoms of Distress:
The biggest concern this company has is evident. The employees are not performing as they were expected. The hotel wants to have a higher level of employee commitment and responsibility, but there isn’t a concrete plan to solve this dilemma. The Portman’s strategy says that training and motivation will not achieve some standards. That, for me, is a big problem because they are not having a good program for training the associates. They need to develop a stronger train...