ORGANISATIONAL STRUCTURE OF A LARGE HOTEL

Artifacts

Customer

Front Line Staff

Back Stage Staff

Support Processe

s

Hotel Exterio

r Parking

Lot

Luggage

Trolley

Arrive at Hotel

Front DeskLobby

Room keys Computers

FormsRooms Menu

CrockeryCutleryGlasswar

e

Delivery Of Bags

Check in Process

Baggage to bell desk

Arrive at Front Desk

Check In

Go To Room

Calls Room

Service

Receives Food

& Beverag

e

Computer Systems software

House Keeping Provides a clean

room with all guest amenities

Greet & Take Bags

Order taker Takes Food and Beverage

Order

Delivery of Food and

beverage

Kitchen Prepares Food and Beverage

PRODUCT, SERVICE AND PROFIT LEADERSHIP

To dazzle and delight the customer with the highest quality hotel products, food and beverage experiences and, above all, exceptional service standards.

Vision

The core values give rise to the philosophy of the organization, which is driven through the processes that are finally implemented by people. We need to own the

processes to encourage and energize each other to practice them and thus achieve our vision.”

Process Improvement Teams

Teams comprise of around 4-8 members per team.

These teams are Cross Functional in Nature and

These teams are working on Quality Improvement in Key Processes of the Hotel,

P. I. T.'s

P2E Pledge to Excel A Means of sharing and learning from others and leveraging the collective strength of the Group

Delegation of Authority Manuals

These are used to define the Levels of empowerment given to Employees.

JOB responsibilities:

Every member of the team has respective written down job responsibilities ,key performance areas and their reporting superiors.

D. A. M.'s

It is used to communicate any Guest Preference discovered by staff.

The same is entered into the Guest Profile.

(Complaint/ Compliment/ Suggestion/ Preference/ Observation)

The Guest Relations Directory

RSTS: (Restaurant Satisfaction Tracking System) Helps us to measure the Satisfaction/ Dissatisfaction Levels of our Guests who use the various F&B (Restaurant) Facilities at the Hotel.

RSTS forms are presented with the bill folder to all restaurant guests.

CBSTS: (Conference & Banqueting Satisfaction Tracking System) Helps us to measure the Satisfaction/ Dissatisfaction Levels of our Guests who use the Conference and Banquet Facilities at the Hotel.

ESS / ESTS : (Employee Satisfaction Survey & Employee Satisfaction Tracking System)

These are external and internal surveys to determine factors that affect employee well being.

Scoring is Tracked on Percentage of Excellent scores, as our Vision is to “Dazzle & Delight”

Performance Tracking Systems

TOPTotal Overdrive for Profits

or Total Operational Performance

A cost optimising programme. This initiative is being facilitated for Improvement ideas generated by hotel staff to improve the bottom line figures of our company without adversely affecting customer satisfaction or product or service quality.

TPM Total Productive Maintenance

TPM ensures that the following abilities are achieved : a) Operators: Ability to perform Autonomous Maintenance and thus transforming operators into technicians.

b) Maintenance Staff: Ability to restructure High Quality Maintenance.

c) Production Engineers: Ability to execute Maintenance free equipment plan.

d) Increasing the Total Efficiency of the plant or the equipment by reforming the existing plant or equipment.

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Sales

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Syst

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Train

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BanquetsCatering SalesCreditsF&B ServiceFront OfficeHousekeepingHum an ResourcesKitchenLaundryPurchaseReservationsSalesSecurityStoresSystem sTraining

Key Prim ary Custom ers/ SuppliersSecondary Custom ers/ Suppliers

Custo

mer

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Suppliers

Service Level Agreements•These are documented agreements between departments across the Hotel, which enlists the expectations and support that is required by one department from another.•SLA’s are being drawn up across the key value creation processes.

SLA’s

Standard Operating Procedures The Standard Operating procedures are available for all employees to go through , across all departments.

The SOP’s assist any employee to understand the functioning of the concerned departments, its processes etc.

The Brand Standard forms an integral part of the SOP. It is a training tool

SOP’s

Internal Failures◦E.g. Scrap◦Rework◦Idle resources waiting for delayed input

◦“Just in case” inventory.

◦Computer re-runs◦Re-design

COPQ (Cost of Poor Quality)

External Failure– E.g. Warranty– Replacement– Liability– Recovery

One way of handling complaints is to use the following process:  Listen, Apologise, Solve, Thanks

Customer Information System Customer Feedback System

CIS and CFS

This code captures the values and principles that governs the hotel and their employees.

CODE OF CONDUCT

1. FINANCIAL REPORTING AND RECORDS

2. COMPETITION3. EQUAL-OPPORTUNITIES

EMPLOYER4. GOVERNMENT AGENCIES5. POLITICAL NON-

ALIGNMENT6. HEALTH, SAFETY AND

ENVIRONMENT7. QUALITY OF PRODUCTS

AND SERVICES

8. ETHICAL CONDUCT9. REGULATORY COMPLIANCE10.CONFLICT OF INTEREST11.PROTECTING COMPANY

ASSETS12.INTEGRITY OF DATA

FURNISHED13.REPORTING CONCERNS

A state of long-term sustained competitive success, which an

organization aspires to achieve by creating and balancing value for all

its stakeholders - shareholders, customers, employees, suppliers and

the society at large.

Business Excellence: what does it mean?

Performance objective through training and support

1. Leadership 2. Strategic Planning 3. Customer and Market Focus 4. Measurement, Analysis and Knowledge Management

5. Human Resource Focus 6. Process Management 7. Business Results

The 7 Criteria of BEM

It is a Strategic Management Tool used to translate the overall Vision/Mission of an organisation into measurable Business Results.

It is both, an organisation’s Report Card, as well as a Timetable for action.

What is a Balanced Scorecard? (BSC)

Hazard Analysis and Critical Control Points

WHAT IS HACCP? IS AN EVALUATION SYSTEM TO IDENTIFY, MONITOR & CONTROL CONTAMINATION RISKS IN ALL FOODSERVICE ESTABLISHMENTS

Food HandlersA food handler is a person whose work at anytime involves him/her in the handling and/or service of food and the use of equipment and utensils connected with the service and preparation of food. Food Hygiene (General) Regulations for the food handlers personal responsibilities under the law in that you must:

•Protect food from risk of contamination•Wash hands regularly and after using the toilet•Not smoke or spit in any area other than the designated area.•Wear suitable protective clothing, ensuring it is clean.•Covers cuts or lesions with identifiable waterproof dressings•Report food-borne illnesses immediately•Must not use, wrap or carry any food in a container/wrapping material where there may be a risk of contamination.N.B. If you deliberately or carelessly put people at risk by not following good working practices, you must consider your continued employment to be at risk.

“Customer care” is our positive attitude to customers, colleagues, suppliers and performers and is part of the “way of life”. It is an understanding, charming and sincere attitude and sets us apart from our competitors.

Nurture these three basic qualities : Personality. Professionalism. Knowledge.

What is “customer care”?

The following eight steps don’t necessarily come in any particular order, apart from the welcome and farewell of course. They do, however, combine to make the success of a professional member of the team..

These key points of service are:  Welcome Salesmanship Showmanship Presentation Product Knowledge Customer Awareness Follow-up (quality control) Farewell

Key Points of Service