Managing Organizations/Hotel Management
Managing Organizations

The Marriot Corporation

A look at Six Sigma and the 7S McKinsey Framework

The Marriott Hotel Chain is a global brand offering resort and luxury hotel furnishings at popular vacation and business destinations. As the Events & Kitchen Management for global operations, my responsibility includes the overseeing of banquet operations including the process management of the cooking and serving efficiency. I receive complaints from hosts and others that contract our services. Whether the meal is cold or late, or if the order was wrong, there are a number of complaints that I must address as a leader and business manager.

The Event and Kitchen operations must flow seamlessly as an efficient engine that everyone loves because no one notices that it is running. When demand on the system steps up, so does performance. This can be said when the event is in full swing and drinks are being served at…...

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References

Feurer, R., & Chaharbaghi, K. (1997). Strategy development: Past, present and future. Training for Quality, 5(2), 58. Retrieved from  http://search.proquest.com/docview/207537137?accountid=13044 

Journal of Management. (2002). Raytheon Six Sigma.  http://www.isssp.com/media/lc_02_media/burnhamfall02reprint.pdf 

Kohnen, J.B. (2006). What is six sigma: Process management? The Quality Management Journal, 13(1), 60. Retrieved from  http://search.proquest.com/docview/213611844?accountid=13044 

Leadersphere (2009). HR Intelligence Report Organizational Diagnostic Models A Review & Synthesis. http://www.leadersphere.com/img/OrgmodelsR2009.pdf

Hotel Management
Assessment and ecommendation to esolve Interpersonal Communication Problems at the Griffith Hotel

Problem Identification

Transcript of Ideal Conversation

The Griffith Hotel is a relatively new luxury hotel established in Tel Aviv. The hotel has some experienced and knowledgeable front desk staff, but is suffering an increasing level of complaints from customers regarding the attitude of the staff. An examination of the problems indicates that communication within the department is poor. Problems start with the department manager, Simon, who takes an autocratic approach, demanding compliance rather than working with motivating staff. The autocratic/commanding approach of the department manager filters through the hierarchy. The dissatisfaction and "jobsworth" attitude of many of the employees can be explained through the application of social exchange theory. The employees gain relatively few rewards for a high level of input, so display only a minimal level of commitment to their job tasks. Cross-cultural communication also appears to be problematic,…...

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References

Adams, J.S. (1965), "Inequity in social exchanges." In L. Berkowitz (Ed.), Advances in experimental social psychology Vol. 2, pp. 267-299, New York: Academic Press.

Adlam R; Villers, P, (2003), Police Leadership in the 21st Century: Philosophy, Doctrine and Developments, Waterside Press

Bass, BM, (2000), The Future of Leadership in Learning Organizations, Journal of Leadership & Organizational Studies, 7, 18

Befu, Harumi, (1977), Social Exchange, Annual Review of Anthropology 6, 225 -- 281.

And talent management will become even more important as companies in the United States attempt to staff properties thousands of miles away from their headquarters (2009 industry outlook: Tourism, hospitality & leisure, 2009). To confront the high turn over challenge, hotel management must ensure that their benefits support their company's vision, mission and values (Cavallari, 2008). Hotels are also going to need to be more creative in their approach to benefits, concentrating not only on the basics such as health insurance, vacation policies, and 401K plans, but also considering training and development, quality of life support and other non-basic benefits (Cavallari, 2008).
Conclusion

True, 2008 was not a good year for the hotel industry and 2009 is expected to be even worse. However, brighter times are ahead if hotel management responds to consumer needs. On this front, the two most obvious opportunities are consumers in emerging global economies and the Generation…...

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Bibliography

2009 industry outlook: Tourism, hospitality & leisure. (2009, February 10). Deloitte.  http://www.hospitalitynet.org/news/4039854.search?query=tourism+and+hospitality+industry+2009 

Arieff, a. (2007, June). The greenhouse effect. Travel + Leisure.  http://www.travelandleisure.com/articles/the-greenhouse-effect/1/?comments_page=1 

Cavallari, R. (2008, June 20). The employee retention challenge.  http://www.hotelworldnetwork.com/hrtraining/-employee-retention-challenge 

Cline, R.C. Hospitality adjusts to globalization. Arthur Andersen.  http://www.hotel-online.com/Trends/Andersen/global.html

Hotel Management Strategy
eport Style:

This report looks at the Australian tourism industry with specific focus on the Gold Coast region and its five-star accommodation services. The paper starts by providing a brief introduction of the current stature of the tourism industry as well as the purpose that this report aims to complete. It then moves on to describe the high and lows of the tourism industry in Gold Coast and gives details about the past trends and current structures. In this section, the paper also highlights the various travelling packages and approximate cost ratios for the industry and its standings within Gold Coast. The paper also includes the PEST and Porter five forces analysis whereby we get a clear picture of how the industry benefits the Gold Coast and Australian economy now and why it has a growing percentage of local and foreign visitors with every passing year.

Introduction

Driven by alterations in…...

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References

Cassidy, K. And C. Guilding. (2007). An exploratory investigation of tourist accommodation price setting in Australian strata titled properties. International Journal of Hospitality Management, 26, pp. 277 -- 292.

Cassidy, K. And C. Guilding. (2010). Defining an emerging tourism industry sub-sector: who are the strata titled tourism accommodation stakeholders? International Journal of Hospitality Management, 29, pp. 421 -- 431.

Chou, T. And C. Hsu, M. Chen. (2008). A fuzzy multi-criteria decision model for international tourist hotels location selection. International Journal of Hospitality Management, 27 (2), pp. 293 -- 301.

D'Angella, F. And F.M. Go. (2009). Tale of two cities' collaborative tourism marketing: towards a theory of destination stakeholder assessment. Tourism Management, 30 (3), pp. 429 -- 440

Tourism and Hotel Management
Contemporary Issues in Tourism and Hotel Management

Nature has blessed every country with different set of resources which makes it unique and invites the attraction of people living in other parts of the world. If the countries utilize their resources efficiently, they can reap maximum economic benefits out of resources available to them. Beauty can also be a considered a resource which may be natural or created by the country itself. In both cases, it invites the attraction of people to visit the place. The promotion of beautiful areas of a country is responsibility of its tourism department.

The tourism department in any country ensures that the tourists coming to that very country may enjoy their stay and wish to come back again. In order to achieve visitor's satisfaction, the tourism department makes necessary measurements for better visits transportation facilities and lodging option. Hence, tourism department works in close…...

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References

Andreas, F., Cooperman, E., Gifford, B. & Russell, G. (2011). A Simple Path to Sustainability. USA: ABC-CLIO.

Aras, G. And Crowther, D. (2010). A Handbook of Corporate Governance and Social Responsbility. England: Gower Publishing.

Ber, H., and Lober, H. (2012). Corporate Management, Corporate Social Responsibility and Customers: An Empirical Investigation. Germany: Diplomica Verlag.

Dillard, J., Dujon, V. And King, M. (2009). Understanding the Social Dimension of Sustainability. USA: Taylor & Francis.

Seasonal Lobby Manager
Reports to: Front office manager

Position summary: Mainly responsible to guarantee Front Office shifts run effectively and efficiently, offering superb guest service, aiding all Front Office staff as well as always maintaining a professional, calm environment.

Trains and assesses four 'Lobby Hosts/Hostesses' and assigns and supervises duty roster for his/her Lobby Support team. Job duties also encompass maintaining payroll records' and ensuring timely movement of each guest through the lobby.

Other required job duties:

• Always ensure a clean and beautiful lobby

• Offer information to any waiting guests

• Assess which guests are heating to the airport then if needed, move guests to the front of the line.

• Provide prompt courteous service including answering any guest questions

• Prompt handling of any guest complaints and concerns

• Always document all concerns and complaints and follow up with appropriate Department Head to follow up

• Communicate as necessary with Maintenance Director, the Front Office Manager, and/or…...

Sunmee Choi & Anna S. Mattila (Cornell Hotel & Restaurant Administration Quarterly): The impact that a hotel can have on customers by sharing a frank and specific list of pricing practices ("revenue management" [RM]) is significant, according to a peer-reviewed journal article published in 2005. Choi & Mattila conducted a study of 120 travelers (all waiting for flights from Reagan National Airport in ashington, D.C.), providing them with three distinctly different scenarios regarding a hotel's rate-management policies. The result of the research determined that the scenario with the most detailed information on hotel pricing was preferred by far more customers than the other two. Looking deeper into these results, the authors report that while merely providing information on the varying rates offered by the hotel improved customer perceptions of the hotel, which alone did not "...improve customers' perceptions of fairness." hat did improve perceptions of fairness in the minds of…...

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Works Cited

Bowen, John T., & Shoemaker, Stowe. (2003). Loyalty: a strategic commitment: building a Group of loyal customers is money in the bank for a hotel, but loyalty requires a long-term

Relationship in which a hotel earns its guests' trust. Cornell Hotel & Restaurant

Administration Quarterly, 44.5-6, 31-54.

Kapferer, Jean-Noel. (2005). The roots of brand loyalty decline: an international comparison,

Spring Street Restaurant of Hotel Windsor
With the rising growth of hotel business, it is important that the management techniques must include and adopt the changes. In a lot of cities, the business of hotels has been re-built with addition of latest technology (Rutherford & Fallon, 2007). People fond of hotels, and individuals who use hotels on frequent basis, expect high quality for the amount of money that the hotel requires. The various companies within the business understand the different aspects of motivating, training and recruiting the staff to make sure that the customers receive the best service from them. The business of hotels is difficult in the sense that they cannot easily achieve something different and unique that would give them an advantage over their competitors. Thus, the success of a hotel business is highly based on personal interactions and engagement of the employees with the customers to take…...

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Bibliography

Cairncross, G., Wilde, S.J. & Hutchinson, L. (2008). Training and service quality: a case study analysis of regional Australian restaurants. Tourism and Hospitality Planning and Development, vol. 5, no. 2, pp. 149-163.

Canina, L. & Carvell, S. (2007). Short-term Liquidity Measures for Restaurant Firms: Static Measures Don't Tell the Full Story. Cornell Hospitality Report, 7 (11) 1-18.

Cho S, Woods RH, Jang S, Erdem M (2006) Measuring the impact of human resource management practices on hospitality firms' performances. International Journal of Hospitality Management 25: 262-277

Duties of a Restaurant Manager. (2015, May 03). Retrieved from Hospitality Guide: http://www.hospitalityguild.com/Careers/01_RM_duties.htm

Still, since it is looking to sell a property asset that is not their main residence, they will be required to pay a capital gains tax, in the amount of 18 per cent (Direct Gov). For an estimated retail price of £150,150, and a tax rate of 18 per cent, Olly Lloyd would have to pay £27,027 in taxes.
For the new employment contract, Lloyd would have to pay taxes in the amount of £5,281. The sum is decreased significantly by deductions adherent to contributions made by Olly to the pension funds (Listen to Taxman).

c) Suggestions for financial management

Leone Lloyd-Cardle is, without a doubt, facing severe problems. In order to restore the responsibility and stability of her financial decisions, the following financial management recommendations are made:

Discussing the problem with her husband. Having reached such a high level of debt indicates severe problems which cannot be overcome by Leona herself. She…...

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References:

Davis, E.P., 2009, Financial stability in the United Kingdom: banking on prudence, OECD Economics Department Working Papers, No. 717,   last accessed on December 19, 2011http://www.ephilipdavis.com/uk%20financial%20stability%20oecd.pdf 

Inmann, P., 2008, Traders predict house prices will fall by 50% in four years, The Guardian,   last accessed on December 19, 2011http://www.guardian.co.uk/business/2008/jun/09/housingmarket.houseprices 

2009, Residence, domicile and the remittance basis: operation changes, HM Revenue and Customs,   last accessed on December 19, 2011http://www.hmrc.gov.uk/briefs/income-tax/brief1709.htm 

2011, Tax liability, Investopedia,   last accessed on December 19, 2011http://www.investopedia.com/terms/t/taxliability.asp#axzz1gxx7hXX1 

Hotel as Chain or Independent
he Advantages and Disadvantages of Hotels Affiliating with a Brand

Dev, Chekitan S., James R. Brown, and Zheng Zhou Kevin. "Global Brand Expansion: How to Select a Market Entry Strategy." Cornell Hotel and Restaurant Administration Quarterly 48.1 (2007): 13,27,8.

he intent of this research is to evaluate the best possible management and ownership strategy for a hotel or hospitality business to attain and keep competitive advantage. he study found that the strengths and weaknesses of specific regional markets played a far greater role in defining the overall competitive advantage of a business compared, with local ownership being a critical success factor. he study concludes that the best possible scenario is to have a local owner of the hotel capable of infusing a strong sense of customer service into the business over time. Customer service is a precursor how well a given organization culturally fits into a given country…...

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The sampling frame of this study is 1,900 U.S. hotels whose performance was analyzed between 2002 and 2003, specifically focused on the net operating income percentage, occupancy and average daily rate (ADR). Brand affiliation was not a contributing factor in explaining the variation in hotel performance, but the net operating income, regional focus and price point were. The study concentrates on net operating income (NOI) as a measure of overall hotel performance and shows that in recessionary times the budget hotels that relied on quantifiably differentiated value did the best in terms of continual occupancy rates.

Walsh, Kate, Cathy A. Enz, and Linda Canina. "The Impact of Strategic Orientation on Intellectual Capital Investments in Customer Service Firms." Journal of Service Research: JSR 10.4 (2008): 300.

This is a study of 538 hotels in the lodging industry with the orientation being on which sets of attributes most determine long-term financial success. The three core areas of elements are systems capital, customer capital and human capital. Branding was include in customer capital and showed not differentiating value across the study. Customer capital did however show a foundational effect for all segments of the market and served as a stabilizing factor in overall performance. The net effect of this is that branding doesn't differentiation in how knowledge is used in a hotel, it is an essential element in defining its identity over time however. Added to this is the role of customer service and stability of key hires in a hotel, which is critical for keeping service and professional employees engaged and motivated to perform over time.

Management
What steps does Ritz-Carlton take to control the quality of its service?

To control the quality of service, Ritz-Carlton pursues the goal of being the best in the industry, providing its customers with well-trained and certified workers, and offering more than the usual services offered by other businesses in the same industry.

Ritz-Carlton implements different management programs to allow improvements and excellence in their services. Among the factors in Ritz-Carlton's management programs are participatory leadership, thorough information gathering, coordinated planning and execution, and a trained workforce. With all these, it can be deducted that the hotel's management is working towards the achievement of its goal - true excellence in service.

Aside from the management programs that Ritz-Carlton takes to control its quality of service, it also provides focus on the skills and capabilities of its employees. The hotel sees to it that its employees are empowered to respond to all the needs of…...

Management: Annotated Bibliography
Anyim, F.C. (2012). The Imperative of Integrating Corporate Business Plan with Manpower Planning. International Journal of Business and Management, 7(8).

This article talks about how traditionally, manpower planning as human resource activity is something that is utilized by institutions to make sure that they have the proper number and the accurate types of individuals that are performing jobs at the right places and during the right time all in a proposal to achieve business purposes. The article also explains how Business plan looks to recognize the many issues critical to the achievement of the association. The article likewise emphases on how the organization can be better positioned and equipped to contend effectually in the marketplace, while manpower planning, and contribute to the industry by providing the means (individuals) to complete the results from the planning procedure. This essay is beneficial gives theoretical explanations and inspects the authoritative of mixing…...

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Works Cited

Anyim, F.C. (2012). The Imperative of Integrating Corporate Business Plan with Manpower Planning. International Journal of Business and Management, 7(8).

Bewayo, E. (2005). Business Plans: Why Do We Teach Them? Northeast Business & Economics Association (NBEA) -- Established in 1973, 492-495.

Boni, A.A. (2012). The pitch and business plan for investors and partners. Journal of Commercial Biotechnology, 18, 38 -- 42.

Brush, S. (1993). Developing a hotel business plan: A how-to manual. Cornell Hotel and Restaurant Administration Quarterly, 34(3), 72.

No wonder cable companies who practice this approach to optimizing service calls run the risk of disgruntled, dissatisfied customers. What cable companies need to do is take the opposite approach and assume that existing service calls, in aggregate, can take over 20% longer than expected, thereby making sure there is enough time to exceed the expectations of customers. Only by a consistently defined strategy of exceeding expectations can any service company overcome a mediocre or deficient reputation for responsiveness (Johnston, 2004). The bottom line is that the concept of efficiency has to be redefined as taking whatever time is necessary to delight customers first, and then move onto to the next appointment. Merely overcomitting and rushing through service promises, as is the current approach of cable companies, leads to a major problem with their reputations.
eferences

Aruna Apte, Uday M. Apte, Nandagopal Venugopal. (2007). Focusing on Customer Time in Field Service:…...

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References

Aruna Apte, Uday M. Apte, Nandagopal Venugopal. (2007). Focusing on Customer Time in Field Service: A Normative Approach. Production and Operations Management, 16(2), 189-202. Retrieved April 3, 2008, from ABI/INFORM Global database. (Document ID: 1291828291).

Johnston, R (2004). Towards a better understanding of service excellence. Managing Service Quality, 14(2/3), 129-133. Retrieved April 2, 2008, from ABI/INFORM Global database. (Document ID: 660617891).

Management Styles
Fool-proofing a service operation.

In the banking industry, a significant service industry in any country, optimized operations are essential to ensure that the public has maximum confidence in the operators of this industry. ank of America and its operations have been selected for discussion in this study. The bank has grown tremendously in the past few years. CEO, Ken Lewis realized that the bank could gain a wider market share and customer base if it was able to streamline its operations and the level of service. Incorporating concepts of process management was considered essential to the improvement process. (Cox and ossert, 2005) Some of the tools such as six-sigma were used to ensure that a high level of quality was maintained in the service that the provided to the customer.

ank of America recognized that customer satisfaction was paramount in ensuring that the customer was loyal and would use the bank…...

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Bibliography

Anonymous. "Starbucks - Taking on the World." Strategic Direction 20.7 (2004): 13-15.

Coffeeresearch.org. Starbucks and Transfair USA Enter into Breakthrough Alliance to Promote Fair Trade Certified Coffee. 2000. August 5, 2005.

Cohen, Don. "Managing Knowledge in the New Economy." Conference on organizational Learning. Chicago: The Conference Board, LLC, 1998.

Cox, Daniel, and James Bossert. "Driving Organic Growth at Bank of America." Quality Progress 38.2 (2005): 23-28.

In order to capitalize fully on the market segment of travelers in search of convenience rather than a particular destination or certain luxuries, affordability and a consistent level of basic quality should be emphasized in both ventures. In addition, the separation of the hotel and restaurant branding is desirable in order to promote the greatest revenue from both ventures. In keeping with the convenience and quality aspects of both business ventures, and the need for consistency and careful management control without extensive owner oversight, Holiday Inn has been selected for the hotel brand and management company, and Chili's has been selected as the brand and operator of the restaurant. This combination should provide the revenue and profitability that the owners are seeking without engaging in necessarily expensive attempts to increase occupancy rates.
Profitability in the hospitality industry can be more difficult to come by than might be imagined, but it…...

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References

Brinkers International. (2012). Accessed 20 March 2012.  http://www.brinker.com/company/ 

DineEquity. (2012). Accessed 20 March 2012. http://investors.dineequity.com/phoenix.zhtml?c=104384&p=irol-irhome

IHG. (2012). Accessed 20 March 2012. http://www.holidayinn.com/hotels/us/en/global/support/about_ihg

Wyndham. (2012). Accessed 20 March 2012. http://www.wyndhamworldwide.com/

Impact of Hotel Attributes on Guest Satisfaction: Findings from Thesis Research
In my PhD thesis, I conducted an empirical investigation to examine the influence of hotel attributes on overall guest satisfaction. This research built upon the existing body of knowledge in hospitality management by providing a comprehensive analysis of various hotel attributes and their impact on guest satisfaction.
Methodology
Data for this thesis was collected from a sample of 600 guests who stayed at upscale hotels in major metropolitan areas. A structured questionnaire was used to gather information on hotel attributes, guest demographics, and overall satisfaction. The questionnaire included items measuring the following....

1. Service performance in hotels has a direct impact on customer satisfaction, as guests are more likely to return and recommend the hotel to others if they receive excellent service during their stay.

2. Research has shown that customers place a high value on the quality of service they receive in hotels, with service performance being a key factor in determining overall satisfaction with their stay.

3. A study conducted by Smith et al. (2019) found a strong positive correlation between service performance in hotels and customer satisfaction, highlighting the importance of delivering superior service to guests.