HND人力报告 酒店管理 Hospitality management Managing People and Organisation文档格式.docx
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HND人力报告 酒店管理 Hospitality management Managing People and Organisation文档格式.docx
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ContentList
Introduction2
1.0CharacteristicsandPurposeofSheratonanditsenvironment3
1.1ThefunctionsandrelationshipsofGoals,Objectives,andPoliciesinSheraton3
1.2OpensystemsanalysisinSheraton4
SWOTissuperiority,weaknesses,opportunityandthreat.4
Forexample,inordertocatchingtheopportunityofDaliangovernmentplanningtodeveloptourismindustry,StarwoodHotels&
ResortsDebutstheSheratonHotelasPartoftheLuxuryCollectionBrandinChina’sNorthernCoast.4
1.3InterestandinfluenceofstakeholdersinSheraton6
1.4TheformalandinformalOrganizationinSheraton6
1.5ControlstrategiesinSheraton7
2.0Factorsthatinfluenceworkplaceperformance8
2.1ApplicationofhygieneandmotivatetheoryinSheraton8
2.2ApplicationofVroom’sexpectancytheoryinSheraton8
2.3MethodstoimprovejobperformanceinSheraton9
2.4Functions,effectsandcostofteamworkinSheraton9
2.5FactorsaffectingteamcohesivenessandperformanceinSheraton10
3.0FactorsinfluencemanagerialperformanceinSheraton11
3.1MainrolesandactivitiesofmanagersinSheraton11
3.2AssessmentfacilitiesofmanagerialperformanceinSheraton11
3.3IntroductionandpracticeofOHIOtheoryinSheraton12
3.4IntroductionandpracticeofHersey&
BlanchardSituationaltheoryinSheraton14
3.5IntroductionandpracticeofSheraton16
Reference18
Introduction
SheratonHotelsandResorts
is
StarwoodHotelsandResortsWorldwide'
slargestandsecondoldestbrand.ThehotelformsofSheratonisdiversified,suchasbusinesshotelandlargeresort,andtheydistributedaroundtheworld.Theoriginsofthebranddatebackto1937when
ErnestHenderson
and
RobertMoore
acquiredtheSheratonHotelinSpringfield,Massachusetts.Sheratonbrandhavebeentryingtomaintainahighqualityimage,andthereareoverhalfofSheratonHotelsbeingratedasfive-starbylocalauthoritiesintheworld.
ThisarticleisastudyofHRrelatedaspectsofSheraton.Theresearchcontentinclude:
CharacteristicsandPurposeofSheratonanditsenvironment,FactorsinfluenceworkplaceperformanceinSheraton,andFactorsinfluencemanagerialperformanceinSheraton.
1.0CharacteristicsandPurposeofSheratonanditsenvironment
1.1ThefunctionsandrelationshipsofGoals,Objectives,andPoliciesinSheraton
Goaldescribingwhatyourorganizationwishestoaccomplish,stemmingfromyourpurpose.Objectivesaremeasurablespecificgoals,descriptionsofexactlywhatistobedone,derivedfromgoals.Objectivesareclearlyspecificstatementsofmeasurabletasksthatneedtobeaccomplishedtoreachyourgoals.Theyareusuallyshorttermswithdeadlines.Andthenthepoliciesareaccordingtotheobjectiveandgoalstomaketherules.
Goals
Thecustomergoalsaregoalsfocusingincustomer’sneeds,benefitsandservices.ThecustomergoalsofSheratonHotelsareprovidinggoodserviceforhigh-endbusinesspeople.
Theproductgoalsaregoalsrelatedtotherangeofproductsincludingquality,quantityandservicesonoffer.TheproductgoalsofSheratonHotelsareprovidinggoodservice,suchasroomservice,foodservice,recreationalservice,etc.
Theoperationalgoalsaregoalscoveringareasliketechnologyormachinesused,staffinglevels.TheoperationalgoalsofSheratonHotelsareprovidinggoodservicewithhighstaffinglevels,advancedtechnology.
Thesecondarygoalsaregoalssubordinatetotheabovethreegoalsandrelatingtoenvironmentissues.
Objective
TheobjectiveofSheratonHotelsnowissettinguptheinternationalclub,itspurposeistoattractthathigh-endmarkets.AndthenSheratonHotelsplantoopenuptheSheratontowers,providingspecialservicestosetupaluxuriousandgoodimage.
SMART
TheSMARTisspecific,measurable,attainable,relevantandtime-specific.
Policies
ThereareseveralpoliciesofSheratonHotels:
a.Thedecisiondependsonthefact,computingandknowledge.
b.Thestaffdon'
tabuseofpowerandrequirespecialtreatment.
c.Themangerdon'
tblamethesubordinate'
smistakearbitrarily.
1.2OpensystemsanalysisinSheraton
Opensystem
Opensystemtheoryistheinteractionbetweentheinternalenvironmentandexternalenvironmentinfluence.Internalenvironmentincludeinputs,processandoutputsthreelinks.Therearesomechangesfactorsaffecttheenterpriseintheexternalenvironment.
PESTandSWOT
PESTispolitical,economic,social,technological.
Forexample,withthedevelopmentofChinesetourismindustry,SheratonplantosetupmorehotelsandlargeresortsinChina.
SWOTissuperiority,weaknesses,opportunityandthreat.
ResortsDebutstheSheratonHotelasPartoftheLuxuryCollectionBrandinChina’sNorthernCoast.
Thechart
1.3InterestandinfluenceofstakeholdersinSheraton
Stakeholdersaretheexternalenvironmentintheorganizationbytheorganizationdecisionandactionaffectsanyrelated.
Forexample:
a.Shareholders:
whomakethedecisionofthiscompany
b.Customers:
whobuytheproductsofthiscompany
c.Suppliers:
whoprovidetherawmaterial
d.Employee:
whoworkorservicesforthiscompany
Theinterestofshareholdersisearningmoremoneyandgettingbetterreputation.Intermofinfluence,theimportantdecisionofcompanydependsontheiradvice.
Theinterestofcustomerisgettinggoodserviceandgoodproduct.Intermofinfluence,thesalesofproductsdependonthem.
Theinterestofsuppliersisearningmoremoneybyprovidingtherawmaterialforthecompany.Intermofinfluence,thequalityoftherawmaterialdependonthem.
Theinterestofemployeeisearningmoremoneyandgettingpromotedinthecompany.Intermofinfluence,thequalityoftheserviceandproductdependonthem.
1.4TheformalandinformalOrganizationinSheraton
Theformalorganizationhasspecificstructure.Buttheinformalorganizationdonnothavespecificstructure.Thebehaviorofformalorganizationisrestrictedbytheorganization,butthebehaviorofinformalorganizationisnotrestrictedbytheorganization.Theformalorganizationhavegoals,objectives,policiesandcorevalue,buttheinformalorganizationhavenotit.
Includethedefinition,theSheratonistheformalorganization.Everyformalcompany’sorganizationhasoneortwoinformalorganization.SheratonHotelshaveaninformalorganization,forinstance,SheratonhotelQingdaohasacookinggroupestablishedbystaffwholikecooking.
1.5ControlstrategiesinSheraton
Therearefourstrategies:
Bureaucracy,Output,Centralisation,Decentralization.
Irecommenddecentralization.Thecharacteristicofdecentralizationisaimatmanagementgoalssemi-autonomous,emphasisonpersonalselection,traininganddevelopment,andrewardstowardsjobsecurityandcareerprogression.
Forinstance,whendirectorofhumanresourcesofSheratonhoteldecidetoresignandhehasagreatchoiceofsuccessors,hecouldrecommendsuccessortogeneralmanager,ifthethestaffwhowasrecommendedpasstheassessment,hewouldsucceed.Thus,itishelpfultoensurejobsecurityandcareerprogression.
2.0Factorsthatinfluenceworkplaceperformance
2.1ApplicationofhygieneandmotivatetheoryinSheraton
HerzbergHygieneandMotivatortheory:
MotivatorfactorscontainAchievement,Recognition,WorkItself,Responsibility,Promotion,andGrowth.HygienefactorscontainPayandBenefits,CompanyPolicyandAdministration,Relationshipswithco-workers,Supervision.
Personally,promotionisaimportantfactorofmotivator.Staffcouldbeencouragedeffectivelybypromotionalopportunities.ThereisasuccessfulcaseinSheratonhotel,Sanya.Sheratonhotelprovideopportunitiesofpromotionasmoreaspossible,andjobperformanceofstaffisregardedasmainbasisofpromotionalassessment.Asaresult,theenthusiasmofstaffismotivatedandthequalityofservicehasimproved,itisusefultoenhancetheturnoverofhotel.
While,companypolicyasahygienefactorinfluenceworkingsatisfaction,andmakingasuitableandcorrectcompanypolicyishelpfulforstafftostaymotivated.Forexample,Sheratonhotel,Sanyahasaperfectassessmentsystemandagoodpolicyofpromotion.Employeeswillparticipatejobevaluateatleastonceayear,itiseasyforthemselvestoknowtheevaluationoftheirworkingperformancefromhotelandgetsomesuggestions.Thispolicyensurethefairnessofpromotionandkeepstaffmotivated.
2.2ApplicationofVroom’sexpectancytheoryinSheraton
Vroom’sexpectancytheory:
Strengthofmotivation=ValencexExpectancy.Strengthofmotivationreferstoarousetheenthusiasmofpeople,thestrengthoftheinternalpotential,valencereferstoreferstoreachthegoaltomeettheneedsoftheindividualvalue,expectancyreferstothesubjectiveprobabilitytoreachthegoal.
Accordingtoexpectancytheory,Sheratonhotel,Sanyamadeaintegratedemployeeincentiveplantocommendemployeeswhohavemadeoutstandingcontributionstothehotelorcompletedthelaborofdutywell.Theseemployeeswillgetawardcertificate,prizeandbonus,inaddition,theywillbenominatedpreferentiallyinthepromotion.Affectedbytheplan,theenthusiasmofemployeesworkhasbeenaroused,andtherightincentiveshasstrengthenedtheorganizationcohesiveforce.Allinall,thisplanhasatemptingvalenceandarealizableexpectancy,soitcanmakeagreatstrengthofm
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