Lisa Cruz, the HR manager of Hotel Paris, must develop an updated job description for front desk clerks to implement the hotel's strategy of using superior guest service to increase return rates. The job description should include responsibilities like checking in guests, providing information, and creating a welcoming environment. It should also require a graduate degree in hospitality or marketing, persuasive abilities, good communication skills, and a focus on serving guests within 5 minutes for check-ins, questions, and check-outs.

1. The Hotel Paris Case

2. Main Theme
• The strategy of Hotel Parsis’s is ‘to use superior guest service’ to increase the
length of stay and return rate of guests. To implement this strategy, the
skilled employee is the first requirement and to recruit suitable employee, we
need job description. But most job’s descriptions are out of date. So, Lisa
cruz must develop a job description with the required competencies.

3. Actors
• Lisa Cruz: HR manager of the Hotel Paris.

4. Determinants
1. List at least four important employee behaviors for the Hotel Paris’s staff.
2. Create a job description for Hotel Paris front desk clerk.

5. Comprehensive Analysis
Q-1. List at least four important employee behaviors for the Hotel
Paris’s staff.
• Persistent of duty in servicing guests
• Response to the guest’s call as early as possible
• Behave in the way that ‘customer is always right’
• Able to exhibit patient & Guest supportiveness even when busy with other
works

6. Q-2. Create a job description for Hotel Paris front
desk clerk.
01. Job Identification
• Job Title: Front desk clerk
• Job Family: Service
• Date: 17.04.2015

7. 02. Job Summary
The job of front desk clerk is to check, accept, deal primarily, give information,
attract the guests with nice words etc.

8. 03. Responsibilities & Duties
• Check the guest
• Accept the guest
• Deal with the guest primarily
• Give information about rent and others
• Guide the guest
• Say ‘Good-Bye’ when the guests leave to make relationship

9. 04. Standards of Performance
• Able to check a guest in or out in 5 minutes or less
• Don’t raise the ‘voice’ on phone
• Able to deliver information or guideline in 5 minutes for each guests

10. 05. Job Specification
• Graduate in Hospitality Management or Marketing with work experience
• Persuading power to convince people
• ‘Good Looking’
• Smart in ‘words’

11. Conclusion
• Job description must be updated in time to time with competency required.