Harvard Case - Banff Aspen Lodge: Staffing for Success
"Banff Aspen Lodge: Staffing for Success" Harvard business case study is written by Laurie George Busuttil, Susan J. Van Weelden. It deals with the challenges in the field of Organizational Behavior. The case study is 18 page(s) long and it was first published on : May 23, 2019
At Fern Fort University, we recommend a multi-pronged approach to address Banff Aspen Lodge's staffing challenges. This includes implementing a comprehensive human resource strategy that focuses on attracting, retaining, and developing a diverse and engaged workforce. This strategy will prioritize employee engagement, leadership development, and organizational culture to create a positive and productive work environment.
2. Background
Banff Aspen Lodge, a popular resort in the Canadian Rockies, faces a critical staffing shortage. The lodge struggles to attract and retain employees, particularly during peak seasons. This is due to a combination of factors, including:
- Limited housing options: The high cost of living in Banff makes it difficult for employees to find affordable housing.
- Seasonal nature of the business: The lodge experiences high demand during peak seasons, but low demand during off-seasons, leading to inconsistent work schedules and potential for job insecurity.
- Lack of employee engagement: The lodge has a high employee turnover rate, suggesting a lack of employee satisfaction and engagement.
- Limited career development opportunities: The lodge lacks a structured career development program, hindering employee growth and retention.
The case study focuses on the challenges faced by the lodge's General Manager, John Smith, who is tasked with finding a solution to the staffing crisis.
3. Analysis of the Case Study
The case study highlights several key issues that contribute to Banff Aspen Lodge's staffing challenges. These issues can be analyzed through the lens of organizational behavior, leadership, and human resource management.
Organizational Behavior:
- Low employee morale: The lodge's high turnover rate suggests low employee morale. This could be due to factors such as poor working conditions, lack of recognition, and limited opportunities for growth.
- Weak organizational culture: The lack of a structured career development program and limited employee engagement indicate a weak organizational culture. This can further contribute to low morale and high turnover.
- Ineffective communication: The lodge's communication channels seem to be ineffective, leading to misunderstandings and a lack of transparency. This can create distrust and dissatisfaction among employees.
Leadership:
- Lack of leadership development: John Smith, the General Manager, lacks the necessary leadership skills to effectively address the staffing challenges. He needs to develop a more transformational leadership style that focuses on employee development, motivation, and engagement.
- Limited employee empowerment: The lodge's current management style seems to lack employee empowerment. This can lead to a lack of ownership and initiative among employees.
Human Resource Management:
- Inefficient recruitment and retention strategies: The lodge's current recruitment and retention strategies are not effective in attracting and retaining qualified employees.
- Limited benefits and compensation: The lodge's compensation and benefits package may not be competitive enough to attract and retain employees in the current market.
- Lack of diversity and inclusion: The lodge's workforce seems to lack diversity, which can limit its ability to attract and retain a wider range of talent.
4. Recommendations
To address Banff Aspen Lodge's staffing challenges, we recommend the following:
1. Develop a Comprehensive Human Resource Strategy:
- Implement a robust recruitment and selection process: This should include a comprehensive job description, targeted advertising, and a structured interview process.
- Offer competitive compensation and benefits: This should include a competitive salary, health insurance, paid time off, and other benefits that are attractive to potential employees.
- Develop a strong employee onboarding program: This program should help new employees acclimate to the lodge's culture and expectations.
- Create a career development program: This program should provide employees with opportunities for training, mentorship, and advancement.
2. Foster a Positive and Engaging Work Environment:
- Implement employee engagement initiatives: This could include employee surveys, team-building activities, and recognition programs.
- Promote open communication and feedback: This can be achieved through regular meetings, employee suggestion boxes, and open-door policies.
- Encourage employee empowerment: This can be achieved by giving employees more autonomy and decision-making power.
3. Enhance Leadership Skills:
- Provide John Smith with leadership development training: This training should focus on transformational leadership skills, including motivating employees, building trust, and fostering a positive work environment.
- Develop a leadership succession plan: This plan should identify and develop potential leaders within the organization.
4. Address Housing Challenges:
- Partner with local housing providers: The lodge could partner with local landlords to offer discounted housing options for employees.
- Explore options for employee housing: The lodge could consider building or leasing its own employee housing.
5. Leverage Technology and Analytics:
- Implement a human resource information system (HRIS): This system can help the lodge track employee data, manage payroll, and streamline HR processes.
- Use data analytics to identify staffing trends: This data can help the lodge make informed decisions about recruitment, retention, and workforce planning.
6. Emphasize Diversity and Inclusion:
- Develop a diversity and inclusion strategy: This strategy should aim to attract and retain a diverse workforce.
- Implement diversity and inclusion training: This training should help employees understand the importance of diversity and inclusion and how to create a more inclusive work environment.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core competencies and consistency with mission: The recommendations align with the lodge's mission of providing exceptional guest experiences. By attracting and retaining a highly engaged and skilled workforce, the lodge can achieve its mission more effectively.
- External customers and internal clients: The recommendations address the needs of both external customers (guests) and internal clients (employees). By creating a positive and productive work environment, the lodge can improve employee satisfaction and, in turn, enhance guest experiences.
- Competitors: The recommendations consider the competitive landscape in the hospitality industry. By offering competitive compensation and benefits and creating a positive work environment, the lodge can attract and retain top talent.
- Attractiveness ' quantitative measures: The recommendations are expected to improve employee retention and reduce turnover costs. This will lead to increased productivity and improved guest satisfaction, ultimately contributing to increased revenue and profitability.
6. Conclusion
By implementing these recommendations, Banff Aspen Lodge can address its staffing challenges and create a more sustainable and successful business. The lodge needs to prioritize employee engagement, leadership development, and organizational culture to attract and retain a diverse and skilled workforce. This will ensure that the lodge can continue to provide exceptional guest experiences and achieve its business objectives.
7. Discussion
Other alternatives not selected include:
- Outsourcing staffing: This option could be considered but may not be cost-effective or sustainable in the long run.
- Reducing operating hours: This option could reduce staffing needs but may negatively impact guest satisfaction and revenue.
Risks and key assumptions:
- Implementation challenges: Implementing the recommendations will require significant effort and commitment from management and employees.
- Financial constraints: The lodge may face financial constraints in implementing some of the recommendations, such as offering competitive compensation and benefits.
- Market conditions: The effectiveness of the recommendations may be influenced by changes in the labor market and the hospitality industry.
8. Next Steps
- Develop a detailed implementation plan: This plan should outline the specific steps, timelines, and resources required to implement the recommendations.
- Communicate the plan to employees: This will ensure that employees understand the changes and are involved in the implementation process.
- Monitor progress and make adjustments: The lodge should regularly monitor the progress of the implementation plan and make adjustments as needed.
By taking these steps, Banff Aspen Lodge can create a more sustainable and successful future.
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Case Description
In July 2018, the general manager of the Banff Aspen Lodge in Alberta, Canada, needed to fill two vacancies at the Front Desk. He faced several challenges because of a tight labour market and the never-ending cycle of staff turnover in the hospitality sector, especially in a resort town. Although the general manager was confident that the hotel had many good human resource management practices, he wondered whether he could apply a more systematic long-term approach to human resource planning, recruitment, and selection. Was it time to review the company's overall approach to human resource management?
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