SHRM Definition: Formulating and executing human resource policies and practices that produce the employee competencies and behaviors the company needs to achieve its strategic aims. The Shanghai Ritz-Carlton Portman Hotel case IMPROVING PERFORMANCE: The Strategic Context The Shanghai Ritz-Carlton Portman Hotel When the Ritz-Carlton Company took over managing the Portman Hotel in Shanghai, China, the new management reviewed the Portman's strengths and weaknesses, and its fast-improving local competi- tors. They decided that to compete, they had to improve the hotel's level of service. Achieving that in turn meant formulating new human resource management plans for hiring, training, and rewarding hotel employees. It meant putting in place a new human resource strategy for the Portman Hotel, one aimed at improving customer service. Their HR strategy involved taking these steps: Strategically, they set the goal of making the Shanghai Portman outstanding by offering superior customer service. To achieve this, Shanghai Portman employees would have to exhibit new skills and behaviors, for instance, in terms of how they treated and responded to guests. To produce these employee skills and behaviors, management formulated new human resource man- agement plans, policies, and procedures. For example, they introduced the Ritz-Carlton Company's human resource system to the Portman: "Our selection (now) focuses on talent and personal values because these are things that can't be taught... it's about caring for and respecting others. "14 Management's efforts paid off. Their new human resource plans and practices helped to produce the employee behaviors required to improve the Portman's level of service, thus attracting new guests. Travel pub- lications were soon calling it the "best employer in Asia," "overall best business hotel in Asia," and "best busi- ness hotel in China." Profits soared, in no small part due to effective strategic human resource management. I Questions: (provide short answers of the following questions. May be 2-3 lines answer is sufficient). Do not copy-paste, write your answers in your own words, your work will be gone through plagiarism check. Similarity index greater than 20% will adversely impact your grades. Late submission will lose 10% marks. 1. What new management wanted to be? (Hint: strategy) 2. Why the strategy developed by new management is relevant to be executed by HR department? (Hint: hospitality industry, service sector) 3. Do you think the role HR played in this case can be considered as 'strategic? Provide answer with a reason