Human Resource Management

Pretend that you work in HR at a high-end hotel chain. You’ve noticed that some employees are complaining that they’re burned out from customers – and the customer service scores are showing it,… particularly in some hotels. One of the corporate VPs comes to you and say — “We’ve got this problem with customer service scores at 4 properties – and employees are also saying they’re burned out. We need your help in figuring out what’s going on”. How would you go about investigating this issue further (describe in steps) – and, if you were guessing, what are the possible problems/issues that you think might be likely to be at play here? Make sure that you explicitly consider the role of emotional labor as PART of the discussion.