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What do you do if different departments in your hospitality organization are constantly at odds?

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In the fast-paced world of hospitality, smooth interdepartmental relationships are crucial for delivering exceptional guest experiences. However, when different departments within your hospitality organization are at odds, it can lead to inefficiencies, poor morale, and a compromised service quality. Addressing these conflicts is essential to maintain a harmonious work environment and ensure your guests always receive the high standard of service they expect.

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Kent Lee, MBA

VP Luxury Hotels | Multi-Property Leadership | Integrated Resort Operations | General Management
Yihun Shewalem Fonzhe

Hospitality Operations |Tech-Savvy Hotelier | Guest Service Management | Revenue Management | Future Hospitality Writer

1 Identify Issues

To tackle interdepartmental conflicts, you must first understand the root causes. Engage with department heads and team members to gather insights into the issues at hand. Is it a lack of communication, differing priorities, or perhaps competition for resources? By identifying the specific problems, you can address them directly and develop strategies to prevent similar issues from arising in the future. Remember, the goal is to foster a collaborative environment where all departments work towards a common objective: guest satisfaction.

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Kent Lee, MBA

VP Luxury Hotels | Multi-Property Leadership | Integrated Resort Operations | General Management
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Communcation is always the root of the problem and being transparent in everything you do is critical. Connect with your team and continue to engage with them to build trust. There is no other way about it as you're dealing with a human so it's crucial to build that kind of emotion connection.

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Yihun Shewalem Fonzhe

Hospitality Operations |Tech-Savvy Hotelier | Guest Service Management | Revenue Management | Future Hospitality Writer
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Prior to exploring possible remedies for persistent conflicts between departments, it is important to identify the true causes of the conflicts that are occurring behind closed doors. It is imperative that we ascertain whether the disputes are beneficial or harmful and poisonous. It would also be really beneficial to provide a platform where we could interact and gather opinions from all parties concerned without prejudice.

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Amir Gilarab

Assistant General Manager at Dariush Grand Hotel
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We need to have a strategic approach.Every hotel requires quality staff on all fronts so Lack of skill is also proving to be a major challenge in the hotel industry and we should define the purpose of the organization and after that educate them that how we can earn this purposes.

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John Knipfing

Shift cultural diversity from adversity to advantage.
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The issue could be cultural. In collectivist cultures, silos are quite common. Often, the higher up in an organization the interactions are taking place, the deeper the divide. The best solution might be to give the parties opportunities to get to know each other, away from work issues. Collectivist people usually build trust through developing relationships and are often not fully ready to work and cooperate with someone that they feel they don't know well enough. If it is a matter of silos within the organizational leadership, Team Building or Team Bounding activities would be an effective way to bridge those gaps by providing opportunities for the participants to know each other on a personal basis. Then, they can truly become a team.

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2 Open Dialogue

Creating an open dialogue between departments is a vital step towards resolving conflicts. Encourage regular meetings where teams can openly discuss challenges and frustrations. These discussions should be structured to ensure they are productive and focused on finding solutions rather than assigning blame. By facilitating a platform for communication, you help build understanding and empathy among departments, which can lead to more cooperative relationships.

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Yihun Shewalem Fonzhe

Hospitality Operations |Tech-Savvy Hotelier | Guest Service Management | Revenue Management | Future Hospitality Writer
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In the hotel industry, resolving disputes between departments requires open communication. Open communication amongst disparate, varied teams helps reduce presumptions and stereotypes while promoting empathy and trust. Open discussions allow departments to evaluate issues from a variety of perspectives rather than just their own, as miscommunication and a lack of empathy are frequently the causes of disagreements amongst teams in the hospitality industry.

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3 Set Goals

Establishing clear, shared goals can help align departmental efforts. When each team understands how their work contributes to the broader objectives of your hospitality organization, they are more likely to collaborate effectively. Ensure these goals are specific, measurable, achievable, relevant, and time-bound (SMART) to provide a clear framework for success. Shared goals not only unite teams but also provide a sense of shared accomplishment when they are achieved.

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4 Provide Training

Sometimes, conflicts arise from a lack of understanding of each other's roles and responsibilities. Providing cross-departmental training can help staff members appreciate the challenges their colleagues face and the importance of their contributions. This training should highlight how interconnected the departments are and the impact they have on one another's work. With this knowledge, employees can better appreciate the importance of working together harmoniously.

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5 Monitor Progress

It's important to monitor the progress of your conflict resolution efforts. Regular check-ins can help ensure that the solutions implemented are effective and that the departments are moving towards a more collaborative relationship. Use these opportunities to celebrate successes and address any new concerns that may arise. Continuous monitoring also shows your commitment to maintaining a positive work environment, which can further motivate teams to work together.

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6 Adjust Strategies

Finally, be prepared to adjust your strategies as needed. Not every solution will work for every conflict, and what works at one time may not be effective in the future. Stay flexible and responsive to the changing dynamics within your organization. By being willing to adapt, you demonstrate a proactive approach to conflict resolution and a dedication to fostering a cohesive team environment in your hospitality business.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if different departments in your hospitality organization are constantly at odds?

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1 Identify Issues

2 Open Dialogue

3 Set Goals

4 Provide Training

5 Monitor Progress

6 Adjust Strategies

7 Here’s what else to consider

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