Studies of three successful human resources strategies show the importance of a consistent application of human resources innovations.

Highlighting programs of Fairmont, McDonald's, and Sodexo, the case studies, "Implementing Human Resource Innovations: Three Success Stories from the Service Industry," by Justin Sun and Kate Walsh, demonstrate novel and comprehensive ways to improve employees' performance and retention.

Sun is a master's degree candidate at the School of Industrial and Labor Relations at Cornell, who also holds an undergraduate degree from the Cornell School of Hotel Administration. Walsh is associate professor and the Fred G. Peelen Chair of Hospitality Global Strategy at the School of Hotel Administration.

"The lesson of these studies is that these firms that are consistent and thorough in implementing their innovative practices see a payoff," Walsh pointed out. "While the ideas these firms implemented are not necessarily new, our case studies highlight the way the ideas are applied. What's innovative is the comprehensive mechanisms these firms have used to achieve remarkable results."

Fairmont Hotels and Resorts has augmented and transformed its employee recognition programs to be appropriate to local cultures worldwide, with a goal of focusing on rewarding employees who provide consistently excellent service. For example, when two young hotel guests asked to see the "princess of the castle," one enterprising Fairmont employee donned a formal gown and took the girls on a tour of the hotel.

The McDonald's case explores the chain's comprehensive programs to encourage employee retention, including a sales-incentive program that one franchisee uses both to improve retention and to increase sales of targeted menu items.

Recognizing the importance of social media to prospective employees, Sodexo has become a strong player in numerous social media channels, with a goal of developing relationships with potential employees.

All three organizations use ideas that any company can apply to improve its performance and help meet operating goals—the key is consistency in application, as explained in this innovation report.

The case study report is available at no charge from the Cornell Center for Hospitality Research at:

www.hotelschool.cornell.edu/research/chr/pubs/reports/2011.html