The Portman Hotel Case Study

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The Portman Hotel Company was a relatively small hotel with only 348 rooms and 21 floors located in San Francisco’s booming hotel district. It was influenced with Asian philosophy of services, to provide high quality hospitality to its guest at affordable rates. On paper, the hotel sounded like a great success, one that would definitely flourish amongst the competition. However, even with this philosophy, there were numerous problems that plagued the Portman Hotel. A few examples of these problems are the common mistake of fundamental attribution error (FAE), expectancy theory, as well as operant conditional theory. This essay will explain how these three things can potentially bring down an entire company very quickly. First we will look at FAE and how it relates to the Portman Hotel. To find an example of FAE located in The Portman Hotel case, we must first define what FAE exactly is. Fundamental Attribution Error is the tendency to over-value dispositional or personality-based explanations for the observed behaviors of others while under-valuing situational explanations for those behaviors. It is typically most visible when people explain the behavior to others. Essentially, what FAE suggests, is that we, as human beings, tend to be too judgmental of others without actually seeing that there might be external factors causing that individuals behavior. Now that we have defined exactly what FAE is, we can begin to identify an example of this contained within the case. One great example of this common error in action involves the personal valet’s (PVs) of the company and Spencer Scott. Scott criticizes the PVs for always taking on additional tasks and pursuing new needs and even states that they want to do everything, which causes them to suffer short attention spans. He is so focused on the PVs being a group of freethinkers that he has failed to remember his companies purpose, which is to cater to every desire the hotel guests might have. He has...
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