The trend toward flatness in hotel organisations means fewer levels of management, workers empowered to make decisions, and fewer differences in responsibility. Traditional organisations that follow well-documented rules must be raplaced by modern ways of organisation that can balance discipline and flexibility.
A customer focus must reflect business decisions at all levels of developing and operating a hotel organisation.
Hotel services are based primarily on people, not on computers or other equipment. It is very difficult to meet the standard of zero defects in service. Today customers expect a consistent and predictable level of service wherever he or she traveled, that is the standard, not the exception, as is the expectation of sophisticated technology in hotel rooms to support business needs.
Today’s hotel organisation must recognize the need for visionary leadership. A focus on leadership in ideas, information, inspiration, vision, and teamwork is more applicable todays than the old command-and-control model of leadership.
Being in the information fast lane is critical. The role of information technology is not only in back office support for accounting and reservation systems. Information technology today influences all aspects of business from corporate strategies to organisational structure. Information technology must enable organisations to react faster to market needs and fulfill the customer demands both quickly and accurately. Information technology delivers, but it has to deliver the right information to the right people at the right time.
Literature.
1. Denney G. Rutherford, Michael J. O'Fallon. Hotel management and operations. John Wiley and Sons, 2006. ISBN 0471470651, 9780471470656.
2. Jeremy Huyton, Sue Baker, Pam Bradley. Hotel management and operations. Cengage Learning EMEA, 2001. ISBN 1844800903, 9781844800902.
3. R. K. Malhotra. Encyclopaedia of Hotel Management and Tourism. Anmol Publications PVT. LTD., 1997. ISBN 8174884882, 9788174884886.