Building A World Class Hospitality Organisation :

Building A World Class Hospitality Organisation :

§? Define Mission Statement.

§? Define Vision.

§? Set up Organisation Structure.

§? Core Leadership Team.

§? Set up Centre for Learning & Development.

§? All Departments Structure.

§? Define Standards (Service Standards).

§? Standard Operating Procedures & Manual.

§? Policies, Procedures Manual for Each Department.

§? Benchmark Salaries.

§? Well Defined Realistic Budgets for Each Department.

§? Reports, Guest History, Employee Database & Management Information System (MIS)

§? Recruit for Right Attitude (Attitude determines our Altitude).

§? Take Care of Employees, Employees will take care of Guests (Happy Employees, Happy Guests).

§? Commitment from Top Management for Positive Culture, Service Oriented Culture & Supporting Risk Taking.

§? Invest in People (Employees).

§? Corporate Culture built upon 3 R Philosophy :

o?? Reward

o?? Respect

o?? Recognition

§? Create a Strong Brand Identity. Guests must value the Brand.

§? Communicate & Connect.

§? Focus upon Relationship Marketing, Employee Loyalty, and Guest Loyalty.

§? Recruit Employees, Work like Friends & Retire as Family Members.

§? Greet Customers, Serve like Guests & Make them feel Proud of Association with our Brand – Repeat Guests as part of our Family.

?

Platinum Service Standards:

?? Addressed by their name.

?? Being cared for.

?? Given importance & full attention given to the guests.

?? Warm Welcome to the Guest at check-in & smooth check-out, like a family member.

?? Well trained & informed staff.

Focus Upon:

• ·??????? Clear Objectives & Goals.
• ·??????? Guest Delight.
• ·??????? Magic Moments of the Hospitality Industry.
• ·??????? Team Building.
• ·??????? Well Defined KRA’s.
• ·??????? Support Risk Taking and Creativity.
• ·??????? Job Security.
• ·??????? Salaries Competitive & Best as per Market Standards.
• ·??????? Fair & Just Policies, Procedures & Transparency.
• ·??????? Smooth Flow of Communication, both Downward & Upward.
• ·??????? Employee Learning & Development.
• ·??????? Support & Trust.
• ·??????? Appropriate Leadership. (Leadership by Setting Examples)

o?? General Manager of the Hotel must be a strong Leader, with enriched experience with Top Brands of the Region where the hotel is located.

o?? International experience is an added advantage as this leads to overall development & exposure to Best Practices worldwide.

o?? Should have good communication, networking & contacts with leaders in corporate & High Income Individuals globally.

o?? Ability to drive Hotel Sales, Revenue but importantly to build strong Management Team, abreast with latest trends, International Hotel, Food & Beverage trends and ensure Guest Delight.

o?? Focus should be on Revenue, Quality, Guest Delight.

• Head of the Departments must be strong, experienced, dynamic .
• HOD’s must be handpicked from Great Hotel Brands with enriched experience with Leading Hotels/ Brands of the Country / World.
• Recruit the Best Chefs with both Regional & International cuisine experience.
• Front Office Manager should have Towering Personality, F&B Manager very strong with proven experience of Domestic & International Service Standards. Very Creative, Experienced & Best team of Sous Chefs. Well experienced Head of Housekeeping with proven ability to set & maintain International standard’s and systems & processes.
• Very Strong, Creative, Matured & Experienced Head of Human Resources…. Who can guide, mentor & set up strong, dynamic HR systems, sub-systems & create a Magical Team within budgets.
• Regular Feedback, Review & Performance Management.
• Cost control is very important but not at the cost of Guest experience.
• Empower Employees & Reward Achievers.
• Emphasis on maintaining Hygiene Factors in the Hotel. Dignity of Labour. Respect towards Employees.
• Provide decent, clean & respectable Staff Cafeteria food with emphasis upon Health, Balanced Diet, Taste, Variety & Nutrition.
• Provide respectable accommodation facility for staff. Separate and decent facility for Staff, Executives & Managers.
• Provide career opportunities for staff. New Learning & Development.
• Growth opportunities for achievers.
• Being Part of the Company.
• Future of the Group / Company.

?RAJESH SATYAL

[email protected]

• ?3 year Diploma in Hotel Management, IHM, Pusa, New Delhi.
• PGD HRM, IGNOU /? MBA HR? /? Dip. Training, ISTD /
• Innovations & Quality, Harvard University
• Managing Business through Culture of Health, Harvard University.

https://www.dhirubhai.net/in/rajesh-satyal-71a359120/

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