This article, based on the research of one of the authors into hotel general managers’ effectiveness, presents the viewpoint that the job of a hotel general manager can be better understood by analyzing the influences that shape it. | As I See It: Hotel Organization Structure Mark Conklin Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction One way to represent the environment is a chart at the new-hire orientation class. Called a reverse organizational chart or organizational pyramid. The GM is at the bottom of the hierarchy. At the top is the customer. One of Marriott’s fundamental beliefs is “if you take good care of your employees, the employees will take good care of your customer.” Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. Two types of customers: External customers – which are the guests. Internal customers – which are the hotel’s associates. Makes a distinction between an employee and an associate. Employees work for you and associates work with you. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. The job of the supervisors, managers, and the leadership team is to: Support the front line and remove barriers to doing good work. Lead and help people do their jobs better. This means managers support the front line by: Demonstrating concern for associates. Solving their problems quickly and fairly. Above all, treating them with dignity, kindness, and respect. To accomplish this, leaders must develop working relationships with associates that are based on mutual trust. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Key Operating Principles Select the right people: Use predictive screening tools. Invest in training Create empowered associates: Associates have the authority, accountability, and confidence to do their jobs. Recognize and promote: Takes place in many forms. Recent companywide associate opinion surveys indicate that 95% of Marriott’s associates rated Marriott as an average to above average place to work. Copyright © 2011 by John Wiley & Sons, Inc. All rights . | As I See It: Hotel Organization Structure Mark Conklin Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction One way to represent the environment is a chart at the new-hire orientation class. Called a reverse organizational chart or organizational pyramid. The GM is at the bottom of the hierarchy. At the top is the customer. One of Marriott’s fundamental beliefs is “if you take good care of your employees, the employees will take good care of your customer.” Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. Two types of customers: External customers – which are the guests. Internal customers – which are the hotel’s associates. Makes a distinction between an employee and an associate. Employees work for you and associates work with you. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. The job of the supervisors, managers, and the leadership team is to: Support the front line and remove barriers to
