...the production of service) * Back of the house staff: is HR a front of the house department?or a back of the house department? Hospıtalıty and tourısm ındustry:collectıon of thousands of organısatıon on lodgıng and food functıon.ex:restaurants and hotels bars. Companıes have to fınd ways to become more responsıve and create greater value for theır customers. * The qualıty of organısatıon servıce delıvery hıngs ın part upon ıts people. * How frontlıne personel act has a determınıng ınfluence on customers’ perceptıon of servıce qualıty an ın turn on the overal level of customer satısfactıon. HR personel act > value > serv’ce quality perception > customer satisfaction Moment of truth:ınterractıon between the frontlıne employees and customers known as the servıce encounter or the moment of the truth that has the most dırect ımpact on the customers level of satısfactıon and overall perceptıon of the organısatıon. Management of human resources: ıs the responsıbılıty of all managers and not just the coccern of human resource specıalıst.all managers work wıth people ın theır departments and have responsıbılıty for a wıde range of human resource concerns ın theır day to day roles. Human resource management: ıt ıs ıronıc that the same frontlıne personel who are so vıtal to customer satısfactıon tend to be undervalued wıthın hospıtalıty and tourısm organısatıons where many senıor managers vıew frontlıne representatıves as replaceable entry level employees and attact...
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...Overview This Research Paper evaluates the various techniques and modes of business communication followed in the hospitality sector. The main objectives of the research are listed below: 1. To understand and evaluate the communication system of a specific organization under Hospitality sector. 2. To evaluate the communication system during a crisis. 3. To evaluate the communication system that is used to convey any change in the organization i.e. Change Communication. The organization in focus for the study is Accor Hospitality, which is based in Hyderabad. Data for the purpose has been collected through Telephonic interview. The Table given below displays the various contents of the research paper. 1. Introduction to effective communication 2. Hospitality Industry 3. Introduction to Accor Hospitality 4. Interview Questions & Answers 5. Conclusion and new trends in communication INTRODUCTION The word “communication” derived from the Latin word ‘communicare’ that means to impart, to Participate, to share or to make common. It is a process of exchange of facts, ideas and opinions as a means that individual or organization share meaning and understanding with one another. In other words, it is a transmission and interacting the facts, ideas, opinion, feeling and attitudes. It is the ability of mankind to communicate across barriers and beyond boundaries that has ushered the progress of mankind. It is the ability of fostering speedy and effective...
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...Written Exam: 70 Internal Assessment: 30 Time: 3 Hours Project Economics and Management Paper Code: 3.1 Unit-1 Concepts of projects; project identification; formulation, analysis, risk, planning, design, report and appraisal; location of an enterprise; factory design and layout. Unit-II Understanding financial analysis; ratio analysis; fund flow analysis; breakeven analysis; social cost-benefit analysis; budgeting and planning process. Unit-III Sources of development finance; institutional finance to entrepreneurs; working capital management; incentives and subsidies; policies governing entrepreneurship; role of a consultancy organization. Unit-IV A review of project performance; post evaluation approach; community participation in projects; SWOT analysis; managing risk and exposure. Suggested Readings: 1. 2. 3. 4. Note: 1. 2. Four case studies will be discussed in a paper by the concerned teacher in the class. Instructions for External Examiner: The question paper will have two sections. Section ‘A’ shall comprise eight questions (two questions from each unit). The candidates will be required to attempt four questions (selecting one question from each unit). Section ‘B’ will contain one CASE STUDY which will be compulsory. All five questions will carry equal marks. Chandra, P., Project Planning Analysis, Selection, Implementation and Review, Tata McGraw Hill, New Delhi. Hedemey, J.W., Control and Management of Capital Projects, John Wiley, New York. Wysocki, R.K., R. Bick...
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...profitable, honorable and first choice hospitality service providers in the world Mission and Vision Marriott’s mission and vision endeavor to offer the highest quality and service standard in the hospitality industry with magnificent lodging facilities, leading technology, sophisticate management and enthusiastic servicing team to achieve complete customer satisfaction. Our hospitality management service strive to sustain ongoing business growth and financial strengths in order to maximize every stakeholder’s interests and provide endless contribution back to the community, through service diversification and enduring global expansion. Executive Summary This report analyzes the current strategies of Marriott International and based on the given and researched information to develop a number of recommended future strategies in order to sustain the growth of the corporation. I believe that Marriott has a good chance for success even through the market is highly competitive. Marriott can successful by developing market to Asia Pacific and using the two recommendations that have been discussed, whilst being backed up throughout with the core competency of marketing. I believe that the multi-brand and product advantage can be achieved despite other hotel corporation to penetrate any market for a period of time. As the leading hospitality corporation develop over 13 multi-brand products in serving various customer needs that no other hospitality group has. However, this advantage...
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...industries because attitude of employee in hospitality industry would directly affect customer relationships. According to Ivanovic & Blazevic (2009), “An enterprises human assets or, put more conventionally, its human resources tend to be one the most significant costs for most hospitality enterprises (p. 1). In most hotels the payroll is the single biggest cost item, which in restaurants and bars is usually second material cost. Furthermore, human resources are usually the first point of contact between an enterprise and its customers.” According to Hospitality Ireland, “Getting properly trained staff in 'for the long-haul' is more difficult (p. 1). As chef Derry Clarke told us in an interview last May, ‘the main challenge the restaurant industry faces is increasing labor costs and maintaining a good work force. Unfortunately, this is the type of business where a large amount of chefs remain employed for six months and then move on.’ Restaurants aren't alone; staff shortages affect all areas of the hospitality trade.” An effective recruitment strategy for the organization is essential to the success of the enterprise. Before selecting detailed recruitment plans, it is important to consider what managers do so that the development plans meet the needs of the organization and of the individual. If the organization employs an individual who does not correspond with organizational values the company will be unproductive. In the hospitality industry a major responsibility of the...
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...Applying Concepts Internal marketing is an inward facing marketing concept, used to motivate all functions to satisfy customers, thus aiding in increasing a company’s reputation and image. As MarketingTeacher.com notes, “with internal marketing the marketer is really extending and developing the foundations of marketing such as the marketing concept, the exchange process and customer satisfaction to internal customers” (2012, para. 1). Today within the concept of internal marketing, we see a trend towards a service economy, where there is a convergence of marketing concepts, corporate identity, quality of service and human resources management. There also appears to be a shift in marketing more to the sales side than in the advertising. As Dr Pedroza explains, “happy employees make customers happy.” In the internal marketing model, all activities of an organization have a direct or indirect impact to the external environment. With a focus on the employee, communication becomes an interactive process, and employees are empowered as customers themselves. MarketingTeacher.com goes on to explain that there are a number of techniques that marketers can use to communicate with internal customers and functions. These include identifying internal and external customers and their needs and wants; providing internal services at intranets for human resources; and representing internal business functions within the external environment. Steps that organizational leaders...
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...Programme: MSc Hons International Hospitality Management Course Title: DEVELOPING AND MONITORING CORPORATE STRATEGY Course Code: Prerequisite/s: Co-requisite/s: MNGT 903 Nil Nil Scheduled for trimester: Credit hours: Nominal Contact Hours: Three 3 36 20 Hours Breakdown: Lectures, Tut/Sem 36 Self-Managed Learning, Project/s & Assignment/s 62 Total Course hours: 120 Lecturer/s: Dr. Ivan Ninov Lecturer’s email address Rationale: As a discipline and as a business practice strategic management is playing a vital role within the modern hospitality industry. Strategy is concerned with the long term direction and aspirations of the organization and is based upon solid market and business research and an understanding of the organizations capabilities and potential. Strategic planning is however of little organizational use without the effective management of the achievement of the strategic intent. This module provides managers with the skill sets to engage with the strategic planning process and then to manage and monitor the achievement of these goals. Directed Learning: Exam: 2 Tel Ext: 5149 ivan.ninov@emiratesacademy.edu Teaching Philosophy During this course my main goal as a teacher will be to stimulate students’ learning, thinking, and inquisitiveness. Students’ critical thinking, analytical and problem-solving skills will be further developed through challenging tasks and projects. Students will not only learn the knowledge and the theories behind strategic...
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...BTEC Level 2 Extended Certificate in HOSPITALITY [pic] Smithills School Pride and Respect Unit 2 Unit code: D/600/9933 HOW THE HOSPITALITY INDUSTRY IS SUPPORTED BY OTHER INDUSTRIES [pic] Assignment 2 ASSIGNMENT BRIEF |Name: | |Form | | |Unit: |2 |Title: |How the Hospitality Industry is Supported by other Industries | |Assignment No: |2 | |Date Issued: | | |Critique Date: | | |Submission Date: | | |Credit Value: 1 |Guided Learning Hours: 10 | |Assessment Criteria to be covered in this assignment...
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...activities, entering new market, new geographies and how much to invest in each business so as to maximise its long-run profitability? First, after giving the mission and vision of the company, we discuss the internal and external environment with relevant models. Secondly, the design formulation of the business portfolio strategy to answer our question and thirdly, we give a conclusion. This approach will help the corporate parent to use its core competencies in an effective and efficient manner to help its multi-domestic strategy to earn above-average returns. WHITBREAD ENVIRONMENT ANALYSIS 1. INTRODUCTION Established in 1742, Whitbread is one of the UK’s oldest and well-respected companies. The story really begins in August 1720 with the birth of Samuel Whitbread, who began his brewing apprenticeship in 1736, then founded his first brewery six years later. In 2001, Whitbread become the company it is today. They sold their breweries and left the pub and bar business, refocusing on the growth areas of hotels and restaurants. Their reinvention as the UK's leading hospitality business naturally coincided with the ending of this country’s brewing and pub-owning tradition, started by Samuel Whitbread over 250 years earlier. Now Whitbread is the UK’s biggest hospitality company, it has got the UK’s no. 1 hotel brand, Premier Inn and the no.1 coffee shop brand, Costa. Also very proud of their much-loved restaurants, Brewers Fayre, Beefeater...
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...Team Coaching in the Hospitality Industry Introduction Our generation has always been overwhelmed by the never-ending technology evolutions, by a competition that everyday seems to be fiercer and by the constant pursuing of innovation and diversification. Surrounded by this very tough technological environment, we tend to forget that human capital is one of the greatest and most important factors of an organisation and that success mostly depends on the ability of developing our personal potential in order to obtain an outstanding performance. The hospitality sector in particular, involves a service that mainly depends on the people providing it. Therefore, the human capital is the most important one. This is the reason why we can compare the role of a hotel manager to that of a team coach. His duty is to guide and stimulate people towards the achievement of common goals and objectives. In relation to an article I found in the Italian newspaper “Il Corriere Della Sera” (D’antogno, Pignatelli 2004), organisations have started to hire sport coaches in order to motivate and stimulate their own teams. Results of statistics are astonishing: the productivity increases, the working mood improves and the harmony in the office grows in such a way that colleagues feel more and more part of a real team and in some cases they even end up going out or having lunch all together. Among the many examples, the one of Ettore Messina in particular caught my attention. Messina is one of...
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...Developing a Quality Plan Select one (1) quality guru who will serve as the primary guide and inspiration for your plan and describe three (3) rules or practices of this guru that you want to follow carefully. (Reference: Chapter 2 of the textbook.) I am the new manager at a hospitality enterprise. The name of this hotel is the Suave Suites. This is a plan for instituting quality for customer service in the day-to-day operation. These procedures will help the company’s growth and economic issues. There are many rules to help build up this company. The procedures and guidelines are very important to help build up this company and the quality of the hospitality of each customer. As upon serving as the new manager my concept of rules or practices would: (1) There is a shared commitment to the quality vision through a common goal of continuous improvement, which results in action by all to make the vision come to life and thrive. (2) The organization fundamentally exists to meet the needs/requirements of customers, both internal (paid to create the products and services) customers and external (pay for products and services) customers. (3) Ongoing training of internal customers is essential, and it takes teamwork to create a network of this most important resource of the organization. The first step is to develop a strategy plan. I have chosen the Crosby Complete Management System which consists of fourteen (14) steps the qualities of this system must commit...
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...df Sir Ronald, this is the format of the SWOT. SWOT MATRIX University of Cebu Main Campus, College of Hotel and Restaurant Management Name of Company:___________________________________________________________________ | |STRENGTHS |WEAKNESSES | | |2300 students enrolled |Not air-conditioned rooms | | |Passed PACUCOA Level III Accreditation |Need additional cooking laboratories | | |Champion in Any Competition both local and |No rooms for power presentation | | |national | | | |Member in HRRAC and Armeigh Professional | | | |Organization | | | |Functional Mini Hotel, UC Restaurant, UC Bar, | | | |Bartending Flairing room ...
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...Internal and External Security BIS/303 September 16, 2013 Internal and External Security Most hotels offer exceptional service and a quality stay, but the hotels have to look at the internal and external security issues that are a major concern. Internal security issues, such as spiteful users of the business using one of the information technology applications within the company. Beside the physical security, hotels have external security issues for an example a person sending e-mails with viruses or a hacker trying to hack into the database for personal information about the customers staying at the hotel. Hotels have to guarantee security and safety of the hotel guests. After previous events that includes the attacks on September 11 and other famous hotels around the world attacks, many hotels are looking to develop ways to keep guests and hotel employees safe. Many hotels are applying a new system of security that will help keep guests safer during his or her stay at the hotel. Information security is a vital key role in today’s fast moving technology world and the fragile business environment. The significance of this reality needs to be clear; not only to improve the business’ daily transactions and procedures but also to make certain that the much needed security concerns are put into operation with an adequate level of security. To think that the opportunity of any business’ information uncovered to a malevolent hacker or attacker is constantly increasing...
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...1 Contents 1.0 Introduction ..................................................................................................................................... 6 1.1 2.0 2.1 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 2.2 2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.3 2.3.1 2.3.1.1 2.3.1.2 2.3.1.3 2.3.1.4 3.0 3.1 3.2 3.3 3.3.1 3.3.2 4.0 4.1 2 Overview of the Company ............................................................................................... 7 Situational Analysis .......................................................................................................... 8 Macro Analysis ................................................................................................................. 9 PEST Analysis .............................................................................................................. 9 Political Factor .............................................................................................................. 9 Economic Factors....................................................................................................... 11 Social and Cultural Factors ....................................................................................... 12 Technology Factor...................................................................................................... 13 Porter’s 5 Forces Analysis for Hilton Hotel ................................................................. 14 Bargaining power of Customers .............................
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...London office, heading the Middle East and Africa region together with Bernard Forster. He joined HVS International in 2001 having had four years’ operational and managerial experience in the hospitality industry in the Middle East. He holds a BA in Hospitality Management from Notre Dame University in Lebanon, an MBA from IMHI (Essec Business School, France and Cornell University, USA) and is currently preparing his MSc in Real Estate Investment at Cass Business School in London. He has now joined Starwood Hotels and Resorts’ Acquisition & Development team. Russell Kett is Managing Director of the London office of HVS International. He has some 30 years’ specialist hotel consultancy, investment and real estate experience and generally focuses on the provision of valuation, feasibility, shared ownership, property, brokerage, investment, asset management, strategy and related consultancy services, advising hotel companies, financial institutions, developers and investors on all aspects of their hospitality industry-related interests, throughout Europe, the Middle East, Africa and Asia. He is a frequent speaker on the international hotel industry and on topics relating especially to the valuation of and investment in hotels, marketing, resorts and shared ownership, as well as on the hospitality sector generally. He lectures regularly at leading international hotel schools including Cornell University, the Scottish Hotel School, University of Strathclyde, Oxford Brookes University...
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