Video Case Hotel Monaco

Topics: Hotel, Customer service, Customer Pages: 4 (677 words) Published: November 11, 2014


Week 1 Video Case-Hotel Monaco
Jory Authement
Franklin University
Organizational Behavior
MGMT 325-F1FF (F14)
John Gianneschi
October 1, 2014
The Hotel Monaco achieves their desired organizational effectiveness by being conscience of goal accomplishments, satisfaction of constituencies, and acquisition of necessary resources. The Hotel Monaco claims its three most vital assets are its customers, its employees, and its investors. Their customers’ expectation and satisfaction of the hotel’s top-level of service offerings, and its unmatched customer service, is what keeps them in business and at the top. The Hotel Monaco organizational structure is different than most. They operate in more of a Post-Modern style of leadership. They allow their properties to tailor their services to accommodate the staff and the environment in which they operate. Likewise, they value the input that their staff provides, for they are the ones that have direct contact with the clientele and have the better understanding of their needs and wants. The staff’s high level of character, charm, and enthusiasm are paramount to the hotel in being successful in this endeavor. According to the video, the hotel management strives to motivate their employees by being active in their day-to-day activities and by giving them daily feedback. This keeps them focused, charged and most importantly keeps them in the mindset that their clientele is always observing them. The greatest challenge with management is discipline. Management has several different sections ranging from housekeeping, concierges, sales, and dining staff that all have different needs that have to be met an have to do so with diplomacy. Along with that there are certain expectations that the guest expect of management. Management believes that a team is comprised of individuals. That each member of the team possesses skills that are vital to the teams overall success thus,...
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