this case study is for HR planning two questions to be answered please

Case LINKING HR PRACTICES TO PERFORMANCE Five Star, a luxury hotel in Auckland, New Zealand, was established in the early 1980s, renovated in the mid-1990s, and basically had not changed since. Competition was increasing as three more luxury hotels had opened in the area. The owners reacted by trying to upgrade the hotel and improve the cus- tomer service. In the hotel sector, customer service is the only differentiator from other hotels They created a vision statement that included a strategy for achieving their vision: Five Star is to be recognized as the finest five-star property in Auckland and a business leader in the hospitality industry. We will achieve this vision by recruiting and developing customer-focused employees who provide the highest level of guest service and by providing the highest amenity level of any hotel in Auckland (emphasis in original). By improving customer service, the owners hope to increase customer satisfaction and impact financial performance-the value chain, as demonstrated below: Management Policies and Practices in a Quality-Focused Hospitality Industry Strategy Other factors . Physical property Amenities Customer Satisfaction Overall Guest Satisfaction (OGS) Return guest Financial Performance Revenue per Available Room RevPAR) Gross Operating Profit (COP) Key HRM Policies and Practices Training Selection Orientation Performance appraisal Incentive compensation Employee Commitment Employee Satisfaction Index (ESI Skills Knowledge Altitudes Employee Competencies Trained Source: Adapted from P. Haynes and G. Fryer 2000. "Human Resources, service quality and performance a case study. International Journal of Contemporary Hospitality Management, Vol. 12, No. 4, pp. 240-248. Questions 1. Develop a list of the competencies (skills, knowledge, and attitudes) that employees of this hotel need to demonstrate in order to become excel- lent at customer service. 2. Design the HRM selection, orientation, training performance management, and incentive compensation program that will develop these Sccompetencies Caruscant NEL