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Our interview sessions to learn the functions of the department, the roles of the executives/managers, and to understand how the organization functions.

Extracts from this document...

Introduction

Introduction Hotels are not only places one can find great food and comfortable rooms; they are also centers for community life, entertainment, communication, and personal services.1 Thus, it is no surprise that the hospitality industry is labor-intensive; many staff members of all organizational levels are needed. The majority of these employees are entry-level personnel. Their work is directed by supervisors, several of whom were line level employees earlier. These "first-level" managers are critical to the success of the organization. They not only implement procedures and emphasize the organization's culture, but also serve as the link between staff and higher levels of the organization. 2 As a team, we interviewed six members of the executive team at Hilton Boston Back Bay: Debra Small, director of Human Resources; Edward Ortiz-Alcantara, manager of Human Resources; Paul Dwyer, Director of Security; Ruth Raposo, Director of Housekeeping; Stan Pendrak, Director of Catering; and John Sparaco, Assistant Banquet Manager. The purpose of our interview sessions was to learn the functions of the department, the roles of the executives/managers, and to understand how the organization functions. The Seven S Model is a useful tool for companies to determine what works in their organizations. The hard variables - Structure, Strategy, and Systems - must align with the soft variables - Skills, Style, Staff, and Shared Values - in order for the organization to perform well (Exhibit A). This paper will analyze Hilton Back Bay and their use of the Seven S Model to determine organizational alignment. 2. SHARED VALUES: CULTURE: * Organizational Culture Organizational culture is the personality of the organization. Culture is like "the operating system" of the organization. It guides how employees think, act and feel. 3 Neither the company, nor the individual employee will progress unless a solid framework of values is instituted within the company. The hotel industry, in all respects, "from its clientele, locality, or labor market," is probably the most culturally diverse of all industries.4 Thus, Hilton's organizational culture revolves around its people, its brands ...read more.

Middle

Cuneo, Eileen Colkin. Information Week. "Hilton's $5O Million Answer". May 26, 2003. Daschler, John P. and Jack D. Ninemeier. Hospitality Management Library. Vol. 13. East Lansing: Educational Institute of the American Hotel & Motel Association, 1984. "Employee involvement, Employee-Centered Management, and Empowerment." HRM Guide Network. 2 November 2003 <http://www.bestbooks.biz/hrm/employee_involvement2.htm>. Forrest, Lewis C. Jr. Training for the Hospitality Industry: Techniques to Improve Job Performance. East Lansing: Educational Institute of the American Hotel & Motel Association, 1983. Goldsmith, Alistair L., Dennis P. Nickson, Donald H. Sloan, and Roy C. Wood. Human Resource Management for Hospitality Services. London: International Thomson Business Press, 1997 Grigg Darryl, Jennifer Newman, "Three Steps to building a good team; Groups no longer work in the same location, but they can work together, nevertheless," Edmonton Journal, October 16th, 2002; Careers. Hagberg, Richard and Julie Hiefetz. 2000. The Hagberg Consulting Group. "Corporate Culture/Organizational Culture: Understanding and Assessment." 1 November 2003. <http://www.hcgnet.com/html/articles/understanding-Culture.html> Henkin, Shepard. Opportunities in Hotel and Motel Management Careers. Chicago: VGM Career Books, 2001. Hilton Boston Back Bay: Team Member Handbook." Hilton Hotels. Hilton Group Plc. "A letter from David Michels." 2 November 2003. <http://www.hiltongroup.com/>. Hilton Group Plc. "Corporate History." 3 November 2003. <http://www.hiltonworldwide.com/en/ww/company_infe_history.jhtmlo/corporat>. Hilton Group Plc. "Feel At Home No Matter Where Your Travel Takes You." 3 November 2003. <http://www.hiltonworldwide.com/en/ww/brand/brand.jhtml>. Hilton Group Plc. "Scientific Study of Business Travelers Shows Significant Gap Between Perception and Reality." 4 November 2003.<http://www.corporate- ir.net/ireye/ir_site.zhtml?ticker=HLT&script=412&layout=9&item_id=466412>. Hospitality Management Library. Training. 2nd edition. Volume 14 Lewis C. Forrest, Jr. 1990. East Lansing, Michigan. Educational Institute of the American Hotel & Motel Association. Hospitality Management Library. Human Resources. Volume 12. David Wheelhouse. 1989. East Lansing, Michigan. Educational Institute of the American Hotel & Motel Association. Jones, Christine and Val Paul. Accommodation Management. London: Batsford Academic and Educational, 1985. Jones, Peter and Andrew Lockwood. People and the Hotel and Catering Industry. London: Cassell Publishers Limited. 1984. Koppel, Kenneth. "Motivation Secrets" Sales and Marketing Management October 2002. ...read more.

Conclusion

Small, Thank you so much for taking the time out of your busy schedule to talk with us. You were extremely helpful and informative. If you would like to receive a copy of our completed project, we would be more than happy to send you one. If you have any questions/concerns, please call us at (973)-568-8855. Thank you for your time and consideration. Sincerely, Erin Cluney Abhishek Gupta Cindy Kao Sneha Rateria October 22, 2003 Edward Ortiz-Alcantara Human Resources Manager 40 Dalton Street Boston, MA 02115-3123 Dear Mr. Ortiz-Alcantara, Thank you so much for taking the time out of your busy schedule to help us. We really appreciate your assistance in booking all of the interviews. Everyone was extremely helpful and informative. If you would like to receive a copy of our completed project, we would be more than happy to send you one. If you have any questions/concerns, please call us at (973)-568-8855. Thank you for your time and consideration. Sincerely, Erin Cluney Abhishek Gupta Cindy Kao Sneha Rateria October 22, 2003 Ruth Raposo Director of Housekeeping 40 Dalton Street Boston, MA 02115-3123 Dear Ms. Raposo, Thank you so much for taking the time out of your busy schedule to talk with us. You were extremely helpful and informative. If you would like to receive a copy of our completed project, we would be more than happy to send you one. If you have any questions/concerns, please call us at (973)-568-8855. Thank you for your time and consideration. Sincerely, Erin Cluney Abhishek Gupta Cindy Kao Sneha Rateria October 22, 2003 Stan Pendrak Director of Catering 40 Dalton Street Boston, MA 02115-3123 Dear Mr. Pendrak, Thank you so much for taking the time out of your busy schedule to talk with us. You were extremely helpful and informative. If you would like to receive a copy of our completed project, we would be more than happy to send you one. If you have any questions/concerns, please call us at (973)-568-8855. Thank you for your time and consideration. Sincerely, Erin Cluney Abhishek Gupta Cindy Kao Sneha Rateria 1 ...read more.

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