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Ch. 2 Hotel Organization
Mini-Case Study: “A Compass for the Kapi
olani Resort and Spa”olani Resort and Spa as front office manager. TheKapi
Lei Keola has just been transferred to the 90-room Kapi
olani Resort and Spa is an upscale hotel operated by Kapiolani Community College. The resort was opened just over a year ago in a good market and its financial performance to date has been below expectations. In addition, there have been many guest complaints.
Lei arrived at the Resort to find a front office with no direction. Employees were not well trained and turnover was high. Only one employee knew how to use the computer system completely. Employees did not know what was expected of them. The reservations clerk complained of getting conflicting instructions from the sales manager and the front desk manager. The previous front desk manager did not venture to the desk very often, preferring to remain in his office and produce reports for the general manager on why revenues were not meeting expectations.
When Lei visited the human resources office, she asked to see the front office mission statement, organization chart, and job descriptions. She was told none were available. Lei read through many guest comment cards and the assistant manager’s log. Poor employee attitudes seemed to be a major problem, as was a lack of organization.
Finally, Lei met with various division heads and heard nothing but complaints. The housekeeping manager told Lei he was never included in departmental meetings. The hotel accountant said the front desk staff never financially balance at the end of their shifts and the night audit was a disaster because of it. The food and beverage manager said he made test calls to the reservation department and they never recommended his restaurant.
With all this in mind, Lei has decide to “start from scratch” in order to meet the Resort’s objectives of happy guests and employees, while producing an appropriate profit for the owners. She must develop a mission statement for the department. She must also develop an organization chart and job descriptions. You have been asked to help Lei with these tasks. While Lei is trying to establish stronger working relationships with the other departments, you must:
Develop a mission statement for the front office. Keep in mind that this is a 90 room upscale hotel.
Develop an organization chart for the department, showing all the different positions. You must also show any relationships outside the department, such as front desk and housekeeping.
Determine two strategies that fit into the mission statement of the department pertaining to employee friendliness, speed of check-in, and product information about the resort.
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