Align Departmental Goals with the Hotel's Goals to Increase Revenue and Employee Satisfaction
By Amy Bair Career Services Analyst, Florida International University's Chaplin School of Hospitality and Tourism Management | March 16, 2014
It is 2:00PM on a Monday. Beth, the salesperson, has decided she needs some caffeine so has stepped away from her desk. Her phone rings but nobody is there to answer it. Her co-workers don't answer it either. They're not in Sales. The phone rings again a few minutes later. Sarah isn't back yet so it doesn't get answered. Then, the phone rings in the GM's office. It's the same guest who has an emergency and is now angry because nobody would answer his call.
I have a great definition for functional silos: "A functional silo exists when the business processes of a functional unit...focus inwardly on their functional objectives. This becomes problematic when the direction of focus creates barriers that do not serve a reasonable business purpose and negatively impacts the unit's ability to serve their role in the broader mission of the organization."
What exactly does that mean? Employees focus solely on the goals of their department. You cannot blame them. It is how they have been instructed. Many do not even know the goals of the organization as these are not always passed down through the ranks.
How can you make your hotel a guest and employee focused organization? Align the goals of each department with the goals of the hotel and then communicate this overall vision to the organization. For example, if a goal of the hotel is to increase scores by 10% then it is important that each department collaborate on how they can strive toward this same result. It is equally as important that the same department learn how their new goals affect the other units. Two departments may be required to join forces in order to be successful.
"Failure to plan is planning to fail." We all know the saying and we get it but we do not necessarily do anything about it. The first management function of a hotel General Manager is to plan. Unfortunately, due to the nature of their position, GM's are usually stuck in perpetual "hair caught on fire" mode and are unable to sit down long enough to project out goals for the hotel. However, making the time to plan can reduce the insanity as then the GM and her staff has a goal and direction to head.
It is tough to know where to begin when deciding goals for your property. Begin with a simple vision. I live in Miami now. Out of the estimated 89 million tourists that visit every year, international visitors consisted of almost 7 million of this number. Interestingly enough, Brazilians were at the top of the market. The Brazilians are coming into their own, have money to spend and want to travel. Let's say you want to target this market. Your vision might then be "our hotel is the preferred destination for Brazilian leisure travelers and their families."
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