Identify problems in the hotel management system and propose measures to solve them

Identify problems in the hotel management system and propose measures to solve them.

1. Standards

The problem is that the job instructions for the hotel employees have not been updated in around 2 years and do not reflect the actual duties of the employees. The instructions are no more than one page long, and there are no technological instructions except for safety and emergency procedures.

There are several ways to solve this problem:

• Update the job instructions: The hotel management should review and update the job instructions for all employees to reflect their current duties and responsibilities.

• Create new instructions: If the current job instructions are not comprehensive enough, the management should consider creating new instructions that cover all the necessary duties and responsibilities of the employees.

• Conduct a job analysis: The management can conduct a job analysis to determine the actual duties and responsibilities of each employee. This can help create a more accurate job description and job instructions.

• Provide training: The hotel management can provide training to the employees to ensure that they understand their duties and responsibilities. This can also help identify any gaps in the current job instructions.

• Implement a performance management system: The hotel can implement a performance management system that includes regular performance reviews and feedback to ensure that the employees are meeting their duties and responsibilities as outlined in the job instructions

1. Service

The problem is related to the level of service in a 3-star hotel with approximately 200 single and double rooms. The hotel has been in existence since Soviet times and represents a typical "post-Soviet" hotel with corresponding conditions for guests, service, and staff. The consultant has known this hotel for over 20 years and believes that there have been minimal changes during this period. There are also many advertisements about various services available in the hotel displayed on the walls of the halls and near the elevators.

There are several ways to address this problem:

• Conduct a customer satisfaction survey: The hotel management can conduct a customer satisfaction survey to understand the current level of service and identify areas for improvement.

• Update the hotel's service standards: The management can review the current service standards and update them to meet the expectations of guests in the present day.

• Train the staff: The hotel management can provide training to the staff to improve their service skills and ensure that they provide a high level of service to guests.

• Improve the facilities: The hotel can upgrade its facilities to meet the expectations of guests, such as renovating rooms, improving the quality of amenities, and adding new facilities like a gym or a spa.

• Focus on customer experience: The hotel management can focus on providing a memorable experience for guests by offering personalized services, organizing events and activities, and providing recommendations for local attractions.

• Simplify the advertisements: The hotel can simplify the advertisements displayed in the halls and near the elevators, making them more concise and clearer, to avoid confusing guests

1. Planning

Solution:

• Strategic planning: It is important for the hotel to have a well-defined strategic plan that outlines the long-term goals and objectives of the hotel. The current situation where only one director is responsible for strategic planning is not ideal. The hotel management should take steps to involve the heads of departments in the strategic planning process to ensure that their expertise and experience are utilized in the planning process.

• Tactical planning: While the department heads are involved in planning, their focus should not only be on the current activities but also on the future development of the hotel. The management should ensure that department heads are encouraged to come up with plans that lead to the development of the hotel. This can be done by providing financial resources, training, and other necessary support to develop a culture of planning and development.

• Technological planning: It is critical for the hotel to develop standards and procedures for its operations, especially for departments such as Accommodation, which are key to the hotel's profitability. The hotel management should prioritize the development of these standards and procedures to ensure that they are implemented and followed by all employees. Employees should be adequately trained on these standards and procedures to ensure that they are adhered to. This will lead to improved customer service and increased profitability for the hotel. Examples of the consequences of the absence of technological instructions could be the presence of food waste in the corridors, unorganized work desks, and incomplete information displayed to guests. The hotel management should take these examples as a warning sign and should take immediate action to develop and implement the necessary standards and procedures.

1. Budgeting

Solution:

• To address the problem of budgeting, the hotel management should establish a budgeting process and communicate it to all departments. The budgeting process should involve all departmental heads, and they should be provided with guidelines for preparing their budgets. The guidelines should include items such as revenue projections, cost projections, and key performance indicators (KPIs).

• The management should also ensure that the budgeting process is aligned with the hotel's overall strategic objectives. This will enable the hotel to allocate its resources more efficiently and achieve its long-term goals. The budgeting process should be reviewed regularly to ensure that it remains relevant and effective.

• Training should be provided to departmental heads and other relevant staff to improve their budgeting skills. This will enable them to prepare more accurate and realistic budgets. The hotel management should also establish a system for monitoring and controlling budgetary performance. This will help to ensure that budget targets are met and that any variances are identified and addressed promptly.

• Overall, a well-designed budgeting process will help the hotel to make informed decisions about resource allocation, improve financial performance, and achieve its long-term goals.

1. Organization

Problem:

The hotel obviously lacks a clear chain of command. Many department heads believe they are obliged to follow instructions from several people, not just one. This management failure occurs at the level of determining direct subordination to the Director, Deputy Director, and Chief Accountant. The sequence of decision-making and document processing is not established. For example, an instruction given by the Director to the Chief Accountant may be blocked by the latter as not complying with accounting principles or due to insufficient funds in the account without informing the Director of the blockage.