The hotel industry tries to cater for the diversity of people and provide them the tools for maximizing their enjoyment during their tour. All these activities are carried out at huge cost, most of the times, hotel industry go out of the way to offer a luxurious environment to the visitors (Sharpley, 2009)
In the present era, where everything has been digitized and automated, hotel industry is no more an exception. Tourism department, in close coordination with the hotels, has launched many packages to invite the tourists (Travis, 2011)
This is the investment which leads to both tangible and intangible profits to the organizations. The intangible benefits are in the form of increased customer and employee loyalty (Werther and Chandler, 2010)
News is not good for both leisure and business travellers. According to Deloitte's 2008 travel survey, 38% of respondents said they expect to spend less on vacation/leisure travel over the next 12 months, nearly twice the 21% who expect to spend more (2009 industry outlook: Tourism, hospitality & leisure, 2009)
In addition to constructing LEED-certified buildings, hotels are making extensively retrofitting existing properties and practices. Hotels are conserving water and electricity with low-flow water fixtures, timed outdoor sprinklers, programmable thermostats, sensor-equipped and energy efficient lighting, energy-efficient washers and dryers and tinted windows; purchasing bulk supplies of food and amenities; installing energy-efficient fixtures, lighting, and appliances; and using low-VOC paints (which reduce the risks of off-gassing), and non-toxic cleaning supplies (Arieff, 2007)
And talent management will become even more important as companies in the United States attempt to staff properties thousands of miles away from their headquarters (2009 industry outlook: Tourism, hospitality & leisure, 2009). To confront the high turn over challenge, hotel management must ensure that their benefits support their company's vision, mission and values (Cavallari, 2008)
Put another way, most hospitality businesses will need to think "globally" if they are to survive." Specifically, this means that hotels will need: international expansion with common product and brand position; sales and marketing programs that fully capture global economies of scale; organizational structures that allow global delivery of services with local operational control, cross-border employee training to support operations, and the use se of the world capital markets as sources of funding (Cline)
Generation Y Generation Y, defined as people born between 1977 and 1994, represents 25% of the total population of the United States (Unlocking the Gen Y potential -- thrive with technology). Although Generation Y represents only nine percent of business travelers at the moment, it is considered a market segment whose influence in the hotel industry is growing as it matures (Van Dyk, 2008)
As the speed of change and the level of uncertainty in the competitive environments further increased it was realized that it is not possible to determine a strategic direction for an organization on a systematic basis but that organizations must constantly adapt to fast-changing circumstances and, hence, move towards dynamic strategy development." (Feurer, Chaharbaghi, 1997) These theories reinforce the development plan of engaging our guests more effectively by implementing a process control system with the oversight of the 7S McKinsey Framework
The six sigma process management is defined by Hayler & Nichols (2004), as a "Methodology that is a practical approach that focuses the tools and rigor of Lean Six Sigma on your critical processes in order to help you identify the most strategic and customer-focused properties for Lean Six Sigma projects in your organization. They suggest that it embodies the following concepts, which are universally accepted under different lists and acronyms such as;" (Kohnen, 2006) Create compelling new products and service offerings Provide service delivery as defined by customers Generate attractive returns for shareholders Be the best place to work for employees Operate mutually value-creating partnerships with third-party suppliers Other constructs have been proposed for this concept such as: define, measure analyze, improve, and control (DMAIC)
Attendees from companies with existing Six Sigma systems will discover some opportunities to improve their process; those from companies just starting their deployment will see a roadmap for success as well as some pitfalls to avoid." (Starbird, 2002) Now the idea of how DMAIC works within the operations assessment phase of the organizational process management and systems management cycle, we can create score charts that define immediate goals for each of our line staff
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Three Semesters: The Hotel Management Certificate of Specialization is a three-semester program (25 credit hours) in which you will master the basics of the profession.
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