Shangri-La Hotel Case Study

1.Analyse the relationship between organisational goals,objectives and policies and explain their contribution to effective management in the Shangri-la Hotel case study.

1.Goals Goals should be long-term and can be realized.

ShangriLa Hotels maintain a high quality of customer service.Fresh ingredients are their product goals.It is their service goal to finish in a certain period of time.

1.Operational goals:

Hotel staff have received the highest standards of training, Ailsa often contact local hotel course of college, many students work full-time at the hotel after finish school, in the meantime, Ailsa will increase their salary.Craig believes that using the freshest meat, vegetables and fruits and high quality customer service is the secret of a restaurant's reputation for success.And Craig also runs an organic farm.Both Craig and Ailsa believe in and support local businesses and have been using local Banks, financial advisers and lawyers to support their businesses.

2.Consumer goals:

Ailsa believes that ensuring that each customer gets special customer care.Antonio worked closely with his host team to improve the client's hotel experience as much as possible.Improving service levels is a key part of their weekly meeting.For example: hosting customers at Glasgow airport and sending them to hotels, offering free books for customers to browse and so on.

3.Secondary goalas:

Compared with the product goals, the secondary goals that have been set by organizations.

Craig allected specific task waiter and kitchen staff,it can provid customer suitable services.Ailsa

has to increased business client in hotel.It can improve the service quality of the whole hotel

1. Product goals:

Product goals is pertainning to the range of products and service.

The product goals is Craig worked in many restaurants,so he knows the product demand ,it can apper more customer and he is gained 3 star Michlin award. It can upgrade hotel requte.In the other way ,Craig has his personal methods and strict standard for interial .He use fresh organic material,so he can provid customer hearthl and yummy food.

2.Objectives:

The definition of “smart”:

S-Specific Craig want his hotel’kitchen is going to be the best kitchen in Glasgow.

M-Measurable He makes his kitchen get the 3-star Michelin award.And he do it.

A-Attainable Ditto.

R-Relevant

T-Time-specific Craig want his hotel’kitchen is going to be the best kitchen in Glasgow in five years,and he did it in four years.

Objectives must to follow the “SMART”principles.The targets meeting this condition will have higher efficiency.  

Consequences of not smart:Reduce efficiency, lose momentum, lose direction. It will be difficult for the hotel to achieve substantial development.

A.    Craig spends a lot of time with the kitchen staff and communicates with them to make sure they understand his approach.And the food must be cooked according to his standard.In addition to the chef, there are four kitchen attendants and eight waiters who work in restaurants.There are six rooms, three receptionists, four cleaners and some maintenance staff in the hotel.Mr. Clark serves as the reception manager for Antonio.

B.    Ailsa focuses on increasing its business by visiting Glasgow large companies, showing them the customer service standards that promote excellence, so that many Glasgow people use their companies as their first choice.

1. Policy Each day Craig personally prepared the meau for the restaurant,and allocated specific tasks to the waiters and kitchen staff.(Way of delegoting responsibility.)Of couese he make some rules manage his subordinates.He is the major stakeholders.

The connection between the three:

Policies provide a fixed set of rules or guidelines.Craig stock onlyin the Gordon .Meldrum Company. Ailsa increase their salary. All staff received training in the hotel of the highest standards. Theseare Shangri-La's purchase policies.

2. Identify the main difference between the formal organisation and informal organisation.

Formal organizations:

Formal organization is the organization's personnel in accordance with the rules of the organization, the goal is to accomplish a certain common goal to confirm the assembled team of the organization.It is a behavior system with a certain structure, consent to the target and a specific function.Any formal organization is composed of many elements, parts, members, arranged in a certain form of coupling.

Informal organizations:

Informal organizations are loosely defined groups based on emotions, preferences and other emotions.They don't have a formal structure, but there are certain relationship structures within it that form unwritten codes of conduct and norms.

Difference:

Formal organizations have strict rules and regulations, while informal organizations are naturally formed and do not have strict requirements. Formal organization has specified target, willing cooperation, common goals and three basic elements of information communication, there is no clear formal and informal organization structure, also have no formal organization with basic elements, basic on people's feelings about personality.

3.Explain the composition of the Open System Theory and explain how it applies in the Shangri-la Hotel case study.

1. What is the Open System?

Interal environment and external enviroment interact with each other,include inputs,process and outputs three links.Changes in the external enviroment will have some impact on the hotel.

1. How it applies in the Shanghai-la Hotel case study?

“PEST”included

Political factors:Political factors will have some influence on hotel management image and hotel culture.

Economic factors:Economic factors will affect the hotel supply and demand market.

Social factors:Social factors will affect the publicity and development of hotels.

Technology factors:Technological factors will change the hotel's service system.

“SWOT”included

Strengh:Craig makes the hotel become the first 3-stars Michlin kitchen and 5-star AA

Hotel

.

Weakness:Craig has some dictatorial ideas and doesn’t trust enployee.

Opportunities:It also brings opportunities for local business development.

Threats:The financial crisis will affect hotel operation and reduce the number of people in the tourist attractions and hotel accommmodation.