Hospitality industry is concerned with providing services in accordance with hotel, tourism, events, lodging, transportation etc. This service sector is basically involved in providing quality services to customers so as to gain maximum satisfaction from them and retain them for future. In this concern, hotel management is an area of study which involves various aspects in relation to operations of hotel. The present report is based upon Hotel Four Seasons which is an international 5 star luxury hotel headquartered in Canada, Ontario. This report will explore vision and goals of company in relation to carrying out the operations of hotel. Also, it will discuss about role of manager in accomplishment of organisational goals and objectives. Furthermore, the necessary leadership and management skills required by hotel manager are assessed. Lastly, management practices that would lead to enhancement of service quotient are
1. Description of company's vision and goals, drawing on publicly available sources
Four Seasons Hotels and Resorts is one of the leading hotels of the world with superior quality services and high class living experience. Top management of company is highly focussed upon delivering the best to guests at all times.
Mode of Operations: The top management of company has a vision of gaining specialisation in the hospitality industry by way of offering only such experiences that possess exceptional and superior quality. This is done with the aim of gaining recognition all across the globe for managing and maintaining the finest hotel, residence clubs and resorts. The enterprise is involved in generating such properties that have everlasting value and make use of magnificent designs and inner decors with the assistance of 24 hours personal service provided by hotel staff. By doing this, Four Seasons largely satisfy the preferences, needs and requirements of diverse set of customers along with maintaining their corporate image and position as being one of the premier luxury hotel of the world.
Code of Conduct: Company demonstrate their beliefs in the way they treat people. The hotel management communicate with their guest, clients, business associates, customers in the same manner as they want them to deal with the hotel staff.
Beliefs: The hotel management believes that the biggest asset of Four Seasons is 'people' as they act are the key to their success. These people can either be a part of staff or customers. Top managers believe that each employee of the company is expected to maintain dignity, respect and due care while interacting with each other or the guests. Satisfaction of customers takes place largely due to the combined efforts of many persons, thus, the hotel believes in working in a collaborative manner respecting each other' opinions, views and contribution to functioning of enterprise.
Success Motto: Company has a vision of gaining success by way of taking every decision complying with beliefs, code of conduct and mode of operations of entity. Four Seasons combine the financial planning with their vision and strive to gain success in becoming the leading hotel of the world. Four Seasons possess an expectation of achieving fair and reasonable profit with an aim to ensure sustainability and growth of company along with providing lasting benefits to employees, customers, shareholders and owners.
Four Seasons' goal is to become the leading hotel of Cyprus by respecting and serving the needs and requirements of guest and business associates along with maintaining the commitment to adhere to all the laws and regulations concerned with hotel management. Also, top management has an aim to get the recognition of being the finest and most luxurious hotel in Cyprus by focussing upon the latest technologies in industry and bringing innovation in the services provided to guests with the passage of time. Furthermore, company' goal is to earn high revenues and profits so as to accumulate funds for bringing improvement in relation to the service quotient of hotel, thereby delivering elite services to people with no scope of complaints and glitches.
2. Explore role of manager in achievement of organisational goals
Hospitality industry is broad in size and is dynamic in nature which is highly engaged with customers and visitors. In relation to Hotel Four season, this hotel is considered one among those hotels which provides best class services to its customers. It has been analysed that for maintaining its goodwill among its clients and market place, management team of company is providing regular based training and guidance to its employees so that they can upgrade their knowledge on the same and deliver quality services to customers. In order to maintain and enhance services of Hotel Four Season, its manager plays an essential role in attaining targeted goals and objective.
Some of major role which are played by manager of this Hotel are described as below:
Set goals and Target:
As being a manager of Hotel like Four Season, the first and foremost role of its manager is to set goals and objectives according to the main objective of company. In this regard, it can be said manager of this organisation is firstly sets some small goals for every team for specific period of time. This is done on regular basis so that employees can be challenged and feels motivated which impacts positively on their performance and influences them to work harder. As a result, with the quick achievement of small goals main aim of the company can also be accomplished.
Another role of manager mainly emphasize on motivating manpower of the company at regular basis. In relation to Hotel Four Season, its manager is mainly considering its employees as the valuable asset of company as they are the only one who works hard to achieving main goals of organisation. Manager of this hotel is conducting regular based training sessions for the employees so that they could enhance their existing skills which contributes helps them performing their job responsibilities more effectively. These session motivates employees as the company is also focusing on their self development which can be seen as supportive factor for their career growth. This reduces employees turnover of Four Season which ultimately contributes in achievement of organisational goal quicker as employees are familiar to working environment and performs their work in effective manner.
Role of manager of Hotel Four Season also includes assignment of task as well as job responsibility to employees. It can be said that if an manager effectively assign task to its employees then only they will be able to achieve their own as well as organisational goals and objective. In context to Hotel Four Season, its manager is assigning task to its employees at regular basis according to the existing as well as potential capability of employees. This helps role is beneficial for company as employees of company are now able to achieve their own targeted goals and objectives in effective manner.
3. Explain and critically utilise the necessary management, leadership and motivation concepts as they relate to service organisations
Every organisation which belongs to hospitality industry is required to upgrade their existing services and employees knowledge in order to sustain in the same industry for longer duration of time. In relation to Hotel Four Season, it is required by its manager to utilise the concept of management, leadership and motivation for enhancing their profitability at highest level.
All of these these concepts are described as below:
Management is defined as the process of planning, staffing, directing, organising, controlling and coordinating organisational activities. It can be said that concept of management mainly emphasises on managing all organisational activities in effective manner so aims and objective company can be achieved in less period of time. In relation to Hotel Four Season, utilisation of management concept have both the positive as well as negative impact over the growth of the company. It positive impact can be seen in the form of effectively delivery of services to customers which satisfy them at highest level. Whereas, on the other hand excessive management of work binds employees to work according to their own working pattern. It can be said that, this concept can also result negatively as employees are not placing their own innovative ideas and additional efforts in their work which might beneficial in its growth.
Leadership is a management process through which an individual guide and direct a group of team to work towards some specific goals. Leadership can benefit an organisations if it is done in positive manner whereas if it is implemented in negative manner them it can demotivate employees which results in decrease in production and growth. Leadership theory will prove very beneficial for hospitality industry and helps to influence and guide employees to attain organisational objectives in better way. Hotel Four Season can use this process to motivate and mould behaviour of their employees towards accomplishment of company goals.
It is very important management function which can be utilised in any business industry to being out best positive outcomes. It is a process to develop willingness among workers to perform in their best ability. It is very necessary function to put human resources into action. Motivation if use in best way can help a company to achieve high growth whereas if it is used in negative way then it can hinder overall productivity and performance of organisation. Hotel Four season can use this process to improve their efficiencies of employees and motivates them towards achievement of organisational goals.
Specific management practices that could contribute to service improvement as well as the rationale behind these practices
Top management of Four Seasons follow certain management practices that helps in enhancing the service quotient along with ensuring that customers gain high satisfaction.
These practices are:-
Training and Development:
Managers in Four Seasons largely believe that company's biggest asset is human resource and thus they adopt such procedures and systems that result in enhancing the skills and competence of employees. Hotel management arranges quarterly training, development and employee welfare programmes that helps in increasing the overall productivity of workforce so that they can deliver elite class services to customers. This equips the employees with information regarding guest privacy, key control and conflict resolution. This is done with an aim to enhance the service quotient and gain a significant share in market and establish a strong corporate image.
Focussing upon customer delight:
As hotels runs for serving guests, staff is provided proper training and they are equipped with skills as to how to effectively communicate with guests so that they do not face any issue while accommodation. Also, hotel provides entertainment services like concerts, cultural programmes etc. such that customers can derive pleasure during their stay in hotel. Also, the staff communicates in a well behaved manner and provides instant solutions in case any of the guests find any shortcomings during their stay.
It is the practice through which managers track, monitor, schedule and control the operations of hotel. Continuous evaluation of PM programs are done by management of Four Seasons for refrigeration, lighting, kitchen, life safety equipment like extinguishers, alarms, etc. and HVAC so as to implement upgradation in systems wherever needed.
From the above specified report, it has been concluded that hospitality industry is very vast in size and contributes in economic growth of nation. It can be said that vision and goals of company is the core factor which helps in growth of organisation. Along with this, it has been observed that if an manager plays its role effectively then goals of organisation can be achieved within set time frame. Further, it has been identified that concept of motivation is beneficial for organisation as it improves performance of employees. Revenue management and effective marketing practices are best effective strategy that contributes in the enhancement of profitability of hospitality industry