Day 2 - Hotel Organization Joel Heberlein CHA 1 Learning...

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1 1 Hotel Organization Joel Heberlein CHA HB 237 Lodging Management 2 Learning Objectives Explain what a vision and mission are, how goals, strategies, and tactics are used to accomplish a lodging property’s mission. Describe how lodging properties are organized, and how functional areas are classified. Describe the functions performed by departments and positions within the property. Describe the organization of the front office, including traditional work shifts, alternative scheduling practices, etc. HB 237 Lodging Management 3 The Strategic Framework The Vision Statement The Mission of the Organization The Values of the Organization The Strategies to Success The Goals toward Achievement The Tactics of Follow through
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2 HB 237 Lodging Management 4 The Vision Statement What the lodging organization wants to become. Should stretch the organization’s capabilities and image of itself It gives shape and direction to the organization’s future. "Year after year, Westin and its people will be regarded as the best and most sought after hotel and resort management group in North America." HB 237 Lodging Management 5 The Mission Statement A precise description of what the lodging organization does. It should describe the business the organization is in. It is a definition of “why” the organization exists currently. HB 237 Lodging Management 6 Westin’s Mission Statement In order to realize our Vision, our Mission must be to exceed the expectations of our customers, whom we define as guests, partners,and fellow employees.(mission) We will accomplish this by committing to our shared values and by achieving the highest levels of customer satisfaction, with extraordinary emphasis on the creation of value. (strategy) In this way we will ensure that our profit, quality and growth goals are met."
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3 HB 237 Lodging Management 7 From Accor (Home of Red Roof Inn and Motel 6)…. . To establish Accor as the best-managed, most profitable hotel and services company in the U.S., Canada and Mexico. To execute strategies which balance the needs of our customers, employees, investors and the communities in which we do business while respecting their diversity. To be resourceful in overcoming obstacles, while being
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Day 2 - Hotel Organization Joel Heberlein CHA 1 Learning...

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