Designing a Seamless Hotel Organization

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1 Designing a seamless hotel organization

2 Harsha E. Chacko

Author

Born in 1952 Dr. Harsha E. Chacko worked in the hospitality industry in India, Egypt, The Caribbean and finally in the United States.

Dr. Chacko has been a faculty member of the University of New Orleans since 1982 and he is a professor, specializing in Hospitality and Tourism Management & Marketing. He's also a professor at the Lester E. Kabacoff School of Hotel, Restaurant and Tourism Administration in New Orleans.

In his career, he published several articles for the journal « Tourism Management », the journal of Travel and Tourism Marketing and the Cornell Hotel and Restaurant Administration Quarterly.

Dr. Chacko has also been involved in several tourism research projects concerning New Orleans' area for the Louisiana Office of Tourism, the French Quarter Festival and others.

Along with Dr. Richard E. Chambers, Dr Harsha E. Chacko wrote the following book: Marketing Leadership in Hospitality: Foundations and Practices, published in 1995.

He is currently a member of the Hospitality Education and Networking Association, the Travel and Tourism Research Association and the Council on Hotel Restaurant and Institutional Education.

History

The modern hotel industry began in the 1800s. A lot of things have changed in the last 212 years as well as the customers. Nowadays, customers have other needs than before. Because of that the organizational structures had to be changed. Different structures are used (for example: functional structure, divisional structure, matrix structure etc.) The functional hotel organization structure was created during the Industrial Revolution. Important for this structure were for example control while maintaining consistency and efficiency. Organizational structures established from the ancient times of hunters and collectors in tribal organizations through extremely royal and clerical power structures to industrial structures and today's structures. In the last years, these structures and organizations have become very important. The business firm is no longer just a place where people come to work. Most of the employees are more at work than they are at home. They have to identify themselves with their working place. The business firm of the 21st century is not just a hierarchy which guarantees maximum efficiency and profit; it is also the community where people belong to and grow together- where their affective and innovative needs are met.

Issue and Weakness

Over the years, the average hospitality customer has evolved into a more seasoned, quality conscious traveller. His needs are greater than before and, in order to fulfill his expectations, it is now necessary for the Hospitality Industry to change and find a new way to be more efficient. To do so, new strategies must be created and implemented in order to reach higher levels of service quality and therefore allow hotels and other actors of the Hospitality Industry to be competitive.

Explanation

Theory of Chacko:

The pyramid has been the framework of organizational structure for a very long time. This arrangement is a form of a hierarchy. A hierarchical organization is an organizational structure where every person/team in the organization is subordinated to another person/team.

Recent recognition has shown that this traditional pyramid structure doesn’t support direct frontline workers. This requires changes and new organizational structure. In 1998 Mr. Chacko proposed a new organizational structure named a seamless organization that divided hotel staff into two circles: The Guest Service and the Internal Service.

This seamless hotel organization structure is designed to be circular, flat and dynamic.

Circular: so that all boundaries of the hotel where employees serve customers are equally accessible. Flat: to reduce the number of hierarchical levels within the hotel Dynamic: to create the flexibility to serve...
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