* In order to start changing the Human Capital practices at Beachside Hotel, there needs to be a serious shift in the culture there. Since Brian did not have any human resource background, he does not get involved in hiring, training and ensuring that these functions are used to build a stronger service culture. That is why Mary the human resource practitioner was put into place because she couldn’t work with customers yet now she is in charge of the employees. Hence Brian needs to get involved in building stronger culture by making sure that he works with Mary to make sure that she is focused on people and creating a positive atmosphere through training and development of people currently employed at Beachside Hotel.
* Brian should start out by learning more about the human capital in his own hotel first and getting himself immersed in the people of the company. The service profit chain starts internal to the organization and then looks to the external guest. Brian could then observe some of the human resource practices that are being used at sunrise hotel and apply them to his own hotel. For example Joe gets involved in all the hiring at sunrise hotel as well as training. Brian can do this by focusing on the top management at Beach side Hotel and also taking pride in people that work for him.
* Brian needs to focus on hiring the correct people for the various jobs at the Beachside hotel and should then work with each person to determine what it would take to get them to be satisfied in their jobs. Training and development not only gives people the skills that they need to be successful in their jobs hence creating a sense of connection with their jobs and hence customer satisfaction.
* Brian’s job is to fix the beachside hotel, there will be need to be an initial investment in order to get the human capital practices to a point... [continues]
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