mcs itc hotels
TRANSCRIPT
ITC HOTELS
INTRODUCTION Incorporated in August 24, 1910
Annual turnover stood at $7 billion
Renamed ITC Limited in 2001
Employs over 29,000 people at more than 60 locations across India
World's Best Big Companies, Asia's 'Fab 50'
World's Most Reputable Companies by Forbes magazine
To enhance the wealth generating capability
In a globalising environment
Delivering superior and sustainable stakeholder value.
MISSION
VISION Sustain ITC's position
One of India's most valuable corporations
Through world class performance
Creating growing value
For the Indian economy and the Company's stakeholders.
VALUES Trusteeship
Customer Focus
Respect for people
Excellence
Innovation
Nature Orientation
No. 2 in SizeNo. 1 in
Profitability
ITC HOTELS Launched in 1975 - The Greenest Luxury Hotel Chain
in the World
India's second largest hotel chain
Pioneered the concept of 'Responsible Luxury' in the hospitality industry
BRANDS OF HOTELSCATEGORY BRAND POSITIONING
LUXURY ITC Hotel: Luxury Collection
“Mansions of Luxury”
UPPER UPSCALE WelcomHotel:Sheraton
“Passion for Quality”
UPSCALE- MID SCALE
Fortune Hotels “Promise of True Value”
HERITAGE WelcomHeritage “Unique Experiences”
Responsibility Centre
• Laundry Engineered cost Centre
• Engineering• Maintenance• Training and accounting Discretionary
cost Centre• Human Resource
Cost Centre
• Room, Reservation• Sales department
Revenue Centre
• F&B department/manager
Profit Centre
Q-1 Outline the management control system at ITC HOTELS ?
Organizational structure ITC Hotels follows a FUNCTIONAL ORGANIZATIONAL
STRUCTURE.
The organizational structure at ITC Hotels consists of eight functional departments, namely: Food and Beverages Production Food and Beverages Service Front Office Housekeeping Engineering Sales Finance Human Resource
Q-2 How do ITC assure that after having so many department there is optimum co-ordination between the department?
Attributes on which employees are rated Likert scale of 1 to 5
Representing a behaviour or a skill
Score is further multiplied to the weights
Scores for each attribute is finally added.
JOB KNOWLEDGE
Skills
Punctuality
Attendance
Efficiency
Initiative
Attitude towards work
Responsibility
Co-operation
Factor Rating MethodSCORE OBSERVATION RATING RECOMMENDATIO
NS
0-25 Re Rating Poor Worker
File needs to be built
25-60 Needs further input
Average Worker
One increment
60-80 Needs to be groomed
Good Two increments
80-100 Should be retained
Excellent Three increments/Promotion
Balanced Score Card Customer Perspective
Internal Processes Perspective
Financial Perspective
Employee Perspective
Social Perspective
Q-3 Is the method used by ITC for performance management appropriate
for their control systems?
CULTURE PARTICIPATIVE STYLE of management
Promotes diversity
Offers equality of opportunity to all employees
Culture of partnerships
A discrimination-free workplace
Q-4 How important role does the organizational culture play in ITC Hotels
control process?
Six Sigma Control Systems
WOW Ratios
Model Areas
Process Line Charts
Q-5 Should ITC modify any of their control systems?
Currently used Proposed
Hotels/rooms in operation
Hotels/rooms under development
Occupancy
RevPAR(Revenue Per Available Room)
Service cost per room
F&B Revenue per night
Revenue per staff member
Expenditure per staff member
Energy expenditure per night
Guest satisfaction
Staff efficiency
Quality leisure services.
Key Performance Indicators
Service Blueprinting Map or a diagrammatic representation of service
delivery process
Helps in identifying recruitment, training and development needs
Budgeting Improvementsintroduction of Zero Based Budgeting
Gives hotel operators the flexibility to create different scenarios and associate each expense as it relates to the business
General Managers must involve all departments when preparing monthly forecast and annual budgets.
Make department managers part of the planning process
THANK YOU
Group Members
Yesha Shah-12BSP1427
Zainab Saherwala-12BSP1432
Yashika Jain-12BSP1425
Avinash Kumar-12BSP1499