HOSPITALITY OPERATIONS

Hospitality Operations

Hospitality Operations

Objectives for the Hotel

The service dependability is a crucial factor in the operations management of any business. For Clive Hotel customer satisfaction is their ultimate objective, therefore, they are developing the ability to prioritise the calls, which receive over the Internet, and they use the IP Phones that are of the best quality. The quality of voice from the customer service on each telephone call has to be outstanding to attract customers, and enable them to gather all the relevant information that they want about the hotel (Kuokkanen, 2003, 269).

The corporate customers, who are the target market of Clive hotel, can enjoy superior voice quality over the telephone, thus, improving the standard of communication with customers. The superiority of the voice clarity and the level of service for the customer over the telephone and the Internet make a remarkably strong impression on the customer, and the customer usually gives a lot of value to these things (Johnson, 2004, 23).

Management Roles

The management of Clive Hotel has divided the operational systems into many parts to make sure that every customer is served in the best possible way. They have developed a well-integrated system of operations, which has enabled them to serve their customers in the best way and managed to increase their profits even in crunch times in the recession. They have a well-integrated system for food management that makes sure that there is no shortage of anything in the kitchen. Then, the management is focusing heavily on cutting down any extra cost in the operations (Johnson, 2004, 22). For this process, they have installed latest IT systems that analyze every cost and help the management in taking decisions. In the hospitality industry, it is important to have a formal structure for the project as well as for the project staff, this structure will help an individual to understand the clear view of the project, as well as it will help staff to understand their responsibility and their assignments, so it will become easy for the staff to achieve their project objectives and goals. When a customer perceives more value from services of an organization like Clive Hotel, then the customer is willing to pay even more money against their services and will be willing to return to re-use their services again. He will also inform other people around him about the Clive Hotel and the quality of services they are providing (Jones, 2004, 36).

Identify Ways in Which Management Currently Transmit the Wrong Messages to the Staff

Communication between employees is the most critical factor in ensuring the business success. Meaningful corporate communication should be tied to corporate goals to ensure consistent messages and direction throughout the organization and can simplify the communication process (Jones, 2004, 38). Effective communication will encourage employees to contribute more goals based on their improved understanding of them and what they mean to employee well being. Employees do not seriously expect to get what they want all the ...