Hotel Organizational Analysis HOA

University of Wisconsin, Stout School of Hospitality Leadership

Bernie L. Mullen. M.A.

Bernie L Mullen M.A. Managing Partner

The following report details review the level of product and service quality.

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Hotel Organizational Analysis Mission

HOA is a 7 part assessment to reveal how well the hotel designs, deploys, and sustains their strategic plan. We’ve discovered when the Triple Bottom Line Hotel Performance System® modules are aligned quality of product and service improves, when quality improves Financial performance improves, Team member engagement improves, and Guest loyalty improves.

Hotel Organizational Analysis – Determines how well the strategic plan is designed, deployed, and sustained. Areas of Focus:

Leadership Organizational Service Leadership

Public Responsibility and Citizenship

Strategic Planning Effectiveness Strategy Development

Strategy Deployment

Guest and Market Centricity Guests and Market Knowledge

Guests Relationships and Satisfaction

Information Analysis Measurement and Analysis of Organizational

Performance

Information Management

Organizational Development & Human Resource

Emphasis Institute Job Analysis & Training

Institute Team Member Education and Development

Team Member Well-Being and Satisfaction

Process Management Product and Service Processes

Business Processes

Business Results Guests-Focused Outcomes

Financial and Market Outcomes

OD and HR Outcomes

Organizational Effectiveness Outcomes

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Summation of Scores

Leadership 180

Organizational Service Leadership 100 Public Responsibility and Citizenship 80

Strategic Planning 105 Strategy Development 50 Strategy Deployment 55

Guest and Market Centricity 85 Guests and Market Knowledge 40 Guests Relationships and Satisfaction 45

Information Analysis 70 Measurement and Analysis of Organizational Performance 40

Information Management 30

Organizational Development & Human Resource Emphasis 110 Team Member Job Analysis 40

Team Member Education, Training, and Development 35 Team Member Well-Being and Satisfaction 35

Process Management 80

Product and Service Processes 40 Business Processes 40

Business Results 370

Guests-Focused Outcomes 110 Financial and Market Outcomes 110

OD and HR Outcomes 70 Organizational Effectiveness Outcomes 80

TOTAL POINTS 1000

HOA will highlight areas of excellence and areas of improvement. Levels of score are as listed:

Excellent in Product and Service Quality 1000 - 900

Average in Product and Service Quality 899 - 700

Subpar in Product and Service Quality 699 and below

Excellence = Company understands operational efficiencies are separate from strategy.

There is constant improvement within process of product and service, there is an atmosphere

of innovation and creativity, and modules are aligned.

Average = Core values of company not distinguishable in behavior of team members, top

down approach not consistent, guest centric mentality not consistent, hotel only single bottom

line drive.

Subpar = company has no clear purpose, direction. Goals are not aligned to purpose, team

members not trained adequately, no job analysis or evaluations available, company lacks

business plan.

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Information gathered for accurate evaluation are: Questionnaires/Surveys

Interviews with Managers

SOP Audit/Observations

Internal Reports

We work closely with the hotel staff lead by the GM to ensure not to disrupt hotel flow of business. The objective is to obtain all the necessary information to test and analyze to assess how well the hotel strategic plan is created, implemented, and sustained for maximum market share penetration.

Triple Bottom Line Hotel Performance System Modules

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