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HOTEL ORGANIZATION

HOTEL ORGANIZATION






• Learning objective

After studying this chapter, The reader will be able to understand the following: 
• need for organisation in hotels 
• corporate vision and mission 
• Hotel origination in various                   department 
• major departments of hotel, thear organisation, and function

NEED FOR ORGANISATION 
Peter Drucker, the famous management guru, had posed three business questions, which are now considered classic. They are as follows:

• What is our business ?

• Who is our customer? 

• What does our customer consider             vauable

A hotel is a business organization with the main aim of providing clean, comfortable, and safe accommodation and meals (business) to travellers and tourists (customer) at a cost. Travellers consider various criteria (valuable) before finally selecting a hotel, such as cleanliness, safety, comfort, room rates, friendly staff, quality, service standards, and distance from places of interest.

The hotel clients (called guests in the hospitality industry parlance) receive a wide variety of services and facilities from the hotel. To carry out all the functions effectively and deficiently, the hotel shield have a will-organized structure. Structure has the following advantages : 

• It facilitates managerial action.

• It encourages and improves efficiency. It makes communication casier, faner, and more effective.

• It ensures the optimal use of resources.

• It stimulates creativity and adherence to conformity. It creates job satisfaction in employees, thus motivating them to excel.

• It leads to quality services, nurturing brand loyalty in guests, which would ensure the growth of business.

Before a hotel begins its operations, it identifies its specific mission, keeping in mind its target market. This mission provides employers a shared sense of purpose, direction, and opportunity as they work independently towards the organization's overall goals and objectives. Let us understand the key concepts of vision, mission, mission statements, objectives, goals, and strategy in the next few sections, which would help us in understanding the organizational structure

VISION

Corporate vision is a short, succinet, and inspiring statement of what the organization intends to become and achieve at some point in the future, often stated in competitive terms. It concretely describes how a company sees itself in the future, and therefore must be realistic and attainable. Vision refers to the category of intentions that are broad, all-inclusive, and forward-thinking. It is the insage that a business must have of its goals before it sets out to reach them. It describes the aspirations for the future, without specifying the means that will be used to achieve those desired ends.

This can be better understood by reading the sample vision statement shown in Exhibit 3.1, which contains a few model vision statements for hotels. One can see that Hotel ABC strives for becoming the first choice of guests, thus, will focus to attain guest satisfaction, whereas Hotel XYZ, which strives for becoming the first choice of all the stakeholders, will focus on achieving satisfaction among guests by providing flawless services, generating better profit on the investment of the investors, offering amicable

MISSION 

A business organization, like a hotel, is a deliberate and purposive creation, which strives for certain end results. It has a purpose for existence, which is known as its mission. The mission, which is an abstract idea, has an external orientation and relates the organization to the society in which it exists (refer to Exhibit 3.2).
According to Vern McGinnis (1981), a mission should perform the following seven functions:

• Define what the organization is Define             what  the organization aspires to be.

• Be limited to exclude some ventures.

• Be broad enough to allow for creative              growth.

• Distinguish the firm from all others.

• Serve as a framework to evaluate current       activities.

• Be stated clearly so that it is understood by    all.

Mission Statement

A mission statement is the statement of purpose that identifies the scope of a hotel's operations in product and market terms, and distinguishes the hotel from other competing hotels. A hotel develops a mission statement to indicate the activities that it intends to undertake in the present and the near future. The statement should suggest the uniqueness of the hotel from its competitors and should address the interest of guests, owners, employees, and the society (refer to Exhibit 3.9). It should be clear in terms of



its intention, and should be feasilile and achievable. A well-designed mission statement offers guidance to managers to develop sharply focused, ressalt-oriented objectives, goals, and strategies sto achieve the organization's mission.

The mission and vision statements provide the framework for developing the strategies and operations of an organization. The vision of a company complements the mission, therefore, the mission and vision statements of the company should be consistent and be implemented properly to ensure the muconss of the organization.

Objective

As compared to the minion, the objectives are more precise they are used to identify the end results that a hotel waits to achieve over varying periods of time (refer to Exhibit 3-4) The objectives help to measure the progrem of a hotel vis-à-vis in minion and vision

Goals and Strategy

The words 'objectives and goals' represent measurable end results. In this book, we will treat long-term measurable results as objectives and the short-test results as goals. The methods employed to achieve goala are known as strategy. The objectives, goals, and strategies should be planned in a way that they do not contradict and create conflict at departmental level.

Let us look at the sample goals and strategies (refer to Exhibit 3.5) of a leading Hotel and Resort XYZ (refer to Exhibit 3.6), which represents a five-star international luxury hotel chain. Hotel XYZ is dedicated to perfecting the travellers' accommodation experience through contimious innovation and promising the highest standards of personalized hospitality. The goal of another representative Hotel ABC (refer to Exhibit 9.7) abo focuses on the guest services to attract more business.



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