The Success of Hotel Mantra Parramatta - Case Study Example

Inter Departmental Coordination` Student’s Name: Instructor’s Name: Course Name and Code: University: Date of Submission: Introduction In the contemporary business world where competitive advantage is highly regarded as a factor for enhancing success, it is imperative that effective inter-departmental coordination is assured in order to promote efficiency. Inter-departmental coordination is considered a very important undertaking within the firm because it ensures that the activities of the company are carried out efficiently and that possible conflicts between departments are avoided. Accordingly, this is expected to improve customer satisfaction levels and thereby lead to increased efficiency and productivity in the organization. Inter-departmental organization is not only effective in connecting departments and effective utilization of resources but also in ensuring that they are able to work with each other to ensure that the most desirable objectives are achieved. This denotes that every organization must come up with a designed module to enhance coordination between departments through enhancing communication and resource sharing aimed at coordinating constructive activities within the organization. The success of Hotel Mantra Parramatta is attributed to the extra ordinary service at the hotel which in turn results from the excellent coordination among the various departments at the hotel. Lack of coordination would otherwise lead to confusion and replication of duties thus resulting in shoddy service. The importance of inter-departmental coordination also insinuates that with a more organized inter-departmental coordination plan, it is possible to elevate the performance at Hotel Mantra Parramatta, thus leading to increased productivity. It is for this reason that this inter-departmental coordination module is developed. This report consists of a module for inter-departmental coordination. The module will be software in which each department will be able to login and update activities within the department throughout the shift or day. Once the information is updated, other departments will be in a position to access this information instantly without any delays; thus enhancing coordination between departments. Increased coordination between departments will result in enhanced efficiency and better customer service; which will consequently culminate in increased bookings, repeat customers, increased referrals and satisfied customers. Discussion Background of the organization Hotel Mantra Parramatta is located at the heart of Parramatta in Sydney, Australia. It is only 45 minutes from the Sydney airport and from 500m away. Purchases from the hotel ensure that there the right make-up offered. The hotel has 230 studios, comfort suites and one bedroom apartments which offer premium accommodation kitchenette facilities and spa baths (Mantra, 2011). It is ideal, both as for official bookings and leisure; with a conference room that can handle 200 delegates at the same time. Leisure facilities including a heated swimming pool, gymnasium, sauna, spa, restaurant and bar ensure that the number of visitors is maintained (Mantra, 2011). The hotel takes pride in enhancing effective customer service; a factor that is responsible for the increasing popularity of the hotel for business and leisure visitors coming to Australia. The roles and responsibilities at the hotel are divided in terms of departments; with each performing specific duties. It is notable however that each department relies on other departments for success and that the departments within the hotel must coordinate with each other in order to enhance productivity. Further, it can be established that this kind of coordination is what has kept the hotel ahead of competition as one of the most preferred destinations for accommodation and dining among visitors coming to Australia. Some of the main departments at the hotel are discussed as follows: Housekeeping department The housekeeper is considered to be a highly relevant person in the hotel setting. The housekeeper is responsible for ensuring that housekeeping chores are completed to perfection and that cleanliness in the hotel is maintained. This is in line with the department’s mission statement which is “Friendliness and Cleanliness”. Housekeeping is an important department in the organization because in a hotel business, the relevance of cleanliness as a factor affecting the success of the organization is highly relevant. Like any other department in the organization, the housekeeping department is only expected to work well through increased coordination between the department and others in the hotel setting. Sales department This department is concerned with creating occupancy and and the average rates of the hotel. The sales department plays the role of promoting the hotel in order to improve sales. The director of sales is the key person in this department and he is responsible for fixing the average daily rates of the hotel and all sorts of the services and group reservations. He is present during negotiations and deals involving major groups and official deals. The sales department works in coordination with other departments in the hotel because of the interdependency that exists between the sales department and others in the hotel. One of the challenges that were raised in the sales department is that there seems to be a breakdown in communication between the department and the delivery department and housekeeping department. There is an indication that the two departments are not coordinating effectively with the sales department and they are also lacking in efficiency as far as client satisfaction is concerned. Quality control department The quality control department is basically concerned with ensuring that the quality of food is right and that the standards in the hotel territory are maintained according o the ISO certified standards. The department ensures that the food served at the hotel is clean and properly cooked; and that sanitation in the Hotel and surrounding areas is maintained in order to preserve a positive image of the hotel. This is a department that is in constant contact with other department as it strives to monitor and standardize their efforts. This insinuates that there is need for increased communication and coordination between the quality control department and the other departments; hence justifying the need for a system to enhance inter-departmental coordination. Implications for management and Justification for inter-departmental coordination It is possible to establish that in order for the departments at Hotel Mantra Parramatta to work effectively towards delivering the best services to the clients, it is imperative for them to work together in the achievement of the overall goals. This is because every department is interconnected with the other and effective communication channels must then be established in order to ensure that coordination is enhanced (Adler 1995, p. 147-167). The sales department for example relies on the housekeeping department to enhance the level of sales at the company because the level of cleanliness at the hotel is expected to attract increased bookings. The sales department is therefore dependent on the housekeeping department and such a relationship can only be enhanced if the two departments work together towards the achievement of a common goal. In this relation, it can undoubtedly be established that there is dire need for a system that will ensure that inter-departmental coordination is enhanced in order to promote efficiency at the hotel. Inter-departmental coordination is highly important in any organization setting; not only in enhancing cooperation between departments but also ensuring that knowledge can be shared between departments to enhance organizational success (Kenaghan, Borins & Marson, 2007). It can be established that departments within an organization rely on each other in one way or another and that they must therefore work together in order to ensure that the overall objectives of the organization are met (Avinash & Barry, 1991). Accordingly, the need for the organization to ensure that clear communication lines are maintained among departments in the organization and that coordination is enhanced through efficient procedures is imperative (Avinash & Barry, 1991). Inter-departmental coordination also avoids duplication of duties within the organization and ensures that the resources are optimally used to produce the best results for the company. Effective inter-departmental coordination ensures that activities within the organization are done in an organized manner due to the effective communication of courses of action (Kozami, 2002). Delays are avoided and there are less chances of making unavoidable mistakes. In essence, the overall quality of service is expected to be high, thus enhancing customer satisfaction. Coordination improves the relationship among employees from different departments and creates the spirit of teamwork; which in turn results in a more productive workforce (Aukje & Karin 2001, 321-342). Inter-departmental coordination is also known to reduce inter and intra-departmental conflicts significantly. These conflicts often result due to misunderstandings of what is expected from each department, such that failure in one department leads to an undesirable outcome in other departments (Bhatia & Prakash, 2000). Finally, interdepartmental coordination helps in saving costs incurred by the organization, both as a result of mistakes emanating from poor coordination as well as reduced turnaround times. Doole and Lowe (2006) note that mistakes performed in the process of serving customers could result in losses through refunds, law suits and public relations activities. Poor coordination could also lead to loss of profits as activities intended to create profitability are botched as a result of poor coordination between the departments involved. Proper coordination ensures that services are provided at a faster rate and this reduces turnaround time, thus indicating efficiency within the organization (Chen, Chang & Lin 2010, 1150-1161). The hotel for example could record increased bookings or lesser waiting periods for customers booking into the hotel, thus improving their experience significantly. Project description An organization is composed of an amalgamation of different departments; all which work together towards enhancing the overall success of the firm. Just like the human body which works as a system through the coordination of different organs, an organization can barely function without proper coordination between different departments. In the same way that the human body works, poor coordination or poor functioning of one of the components within an organization would limit the function of the whole system or even cause complete paralysis and sheer inefficiency (Pegels, 2005). It is therefore imperative that effective communication is maintained within the organization in order to promote smooth functioning. Communication promotes coordination and is also responsible for enhancing team spirit (Nuanloang & Phapruke, 2010). This project consists of a plan to enhance inter-departmental coordination at Hotel Mantra Parramatta in order to achieve increased productivity and profitability. This will involve promoting communication effective communication in the organization and ensuring that departments are aware of their responsibilities and that of others. It will also entail identifying the interaction between the different departments and ensuring that employees are aware of how their departments and others depend on each other in ensuring that the overall goals of the organization are met. In this project, it will be important to identify the key personnel and communicators in each department in order to ensure that they are well conversant with the functioning of their departments and other departments in the organization. They should also be in a position to determine how their departments interact with others and the role that their departments are expected to play in enhancing the overall success of the organization (Samer & Yan, 2006). Once the importance of inter-departmental coordination within the organization has been established, the next step will be implementing a program that will enhance efficiency in communication and thus enhance coordination. It is at this juncture that the use of software intended to connect the entire organization through an instant updating system is suggested. This software will ensure that each department is connected to the other through a system that allows departments to view information updated by another department instantly, thus enhancing the ability to know what is happening in each department at any particular time. This project is expected to enhance inter-departmental coordination to a significant level through promoting timely communication and response; which will in turn result in increased efficiency. Project objectives The main objective of this project is to promote inter-departmental coordination at Hotel Mantra Parramatta, with an objective of enhancing customer service at the hotel. The implementation this project will culminate in the achievement of the following objectives: To ensure that all employees working within and other departments are aware of the vision and mission of the organization. To ensure that proper communication channels are built so that important information is spread throughout the organization at its earliest. To enhance communication through the use of an automated system that keeps all departments informed about what is happening in each department at any particular time. To ensure that effective decisions are made which will aid the working of other departments. To ensure that intra and inter departmental conflicts can be avoided and easily resolved. To promote efficient customer service at the hotel and thus enhance customer satisfaction. Upon the accomplishment of the objectives listed above, it can be established that Hotel Mantra Parramatta as a whole will not only enhance customer satisfaction but also enhance the organization’s competitive advantage to a significant extent. This is because the hotel seeks to enhance customer satisfaction to a great extent since it contributes highly to repeat customers and referral customers. Close coordination of the departments will ensure that the departments work together to enhance efficiency and thus promote the hotel’s competitive advantage (Nurmi, 2009). The end result will be increased bookings at the hotel and consequently enhance the hotel’s profitability. This would be a desirable effect because the main objective of the business is to enhance profitability and this module promises to promote profitability. The module for inter-departmental coordination at Hotel Mantra Parramatta The main objective of this module is to improve the inter-departmental coordination at Hotel Mantra Parramatta in order to enhance efficiency at the hotel and generate increased revenue through promoting customer satisfaction. This will begin by sensitizing the employees about the importance of coordination and also design how this coordination is to be enhanced. It will involve spotting the key communicators in each department in order to ensure that they understand the working of their departments, the strategic importance of the departments and how these departments depend or interact with other departments in the hotel. All these activities are aimed at ensuring that the coordination at the hotel is enhanced. The outcome of different activities included in the module can be summarized as follows: Activity Result Training – The first activity will involve an off the job training on the relevance of inter and intra departmental coordination. During the training, the audience will have an opportunity of giving their suggestions on how best objectives can be realized. The result of this would be the motivation of employees; such that they are expected to exert more effort towards the achievement of objectives. Identifying key communicators – The development of a proper system of inter-departmental coordination would require the identification of individuals to steer the process in order to enhance success (Pegels, 2005). The objective of this activity will be to spot key communicators in each department so as to ensure that they are familiar with the working of their department, its strategic importance and its dependency on other departments. This will be done through requiring them to give a mini lecture of their departments This exercise is expected to enhance the knowledge of expectations among various departments. Through conducting a common lecture meeting for the key communicators, they will be in a position to identify how their support and coordination can help the other to achieve their goals and ultimately that of entire organization. Accordingly, improved coordination among the hotel departments is expected. Rotation of key personnel – This is a strategy that is often used to ensure that employees appreciate the importance of other departments (Doole & Lowe, 2008). It will involve the rotation of key personnel among departments so that they can practically understand their working and their importance. This will work by enhancing coordination in the organization. Rotation helps the organization’s employees to appreciate other departments within the organization through gaining practical knowledge. Through rotation, employees will be in a position to understand what is required in various departments within the organization and thus understand the importance of effective coordination between departments (DeSanctis & Jackson, 1994). Understanding each others’ departments will ensure that the key personnel can work well together towards enhancing the success of the organization. Feedback – This involves the collection of feedback from key people about the coordination between the departments at the hotel. Feedback will ensure that the administration is aware of problems that are likely to exist in the inter-departmental coordination and thus correct them where necessary (Leland & Ireland, 2006). In case of conflict, it can also be addressed and resolved appropriately. Feedback acts as a control mechanism in the implementation of the project (Leland & Ireland, 2006). It ensures that the administration can effectively track how a program is working and hence strive to correct any deviations in order to ensure that the program works as expected. Each of the activities discussed above is expected to play a significant role in the process of attaining the objective of effective inter-departmental coordination at Hotel Mantra Parramatta. It can be established that it is extremely important for all employees to effectively understand the functioning of their department and other departments as well (Cleland & Ireland, 2006). This ensures that they are able to determine how their departments are interdependent with others and thus work towards ensuring that their department plays their role towards enhancing the success of other departments. Once each department plays its role perfectly and when confusion is eliminated, the hotel is expected to perform exceptionally and thus gain competitive advantage. Proposal for the coordination software In an attempt to enhance coordination between departments at Hotel Mantra Parramatta and thus enhance its competitive advantage, software to connect the entire organization will be designed. The software will work by connecting the departments through a common system where departments can log in and look at information that has been posted by other departments. Each department will have access to the system and upon logging in will be able to update information regarding activities in their departments. Once the information is updated on the system, it is possible for other departments to see the updates instantly once they are logged in. This denotes a well coordinated system in which each department is in a position to know what is happening in other departments in an instant. This way, it will be easier for the departments to coordinate with each other and also enhance communication in order to obtain highly desirable results (Kahn & McDonough, 1997). The software will work towards reducing confusion in the organization because it is possible for each department to know where particular processes have reached and thus know the right time to perform their part in the process. The use of systems for inter-departmental coordination ensures that just-in-time planning for the service to clients is enhanced and that the employees involved are duly informed of what they are expected to do at the right time (Dorn & Ukis, 2010). This is more so in situations where sequential execution of tasks is performed (Gold, 2004). In the case of Hotel Mantra Parramatta for example, the customer is handled by a series of departments; right from checking in to checking out. The guest is first received at the customer care desk, allocated a room and then taken to the room. From here, the guest may require dining services, cleaning services or transport, all which cannot be handled by one department. This insinuates that the guest’s satisfactory stay at the hotel is dependent on the efficiency of the different departments. The customer however requires wholesome service and a fault emanating from one department is expected to ruin the entire customer experience. It is for this reason therefore that coordination between departments within the hotel is required in order to ensure that the customers get satisfactory experience. The proposed inter-departmental coordination improvement at Hotel Mantra Parramatta will be enhanced through the installation of the software in each department in order to ensure that they can track each other’s activities. This form of technology is not a new phenomenon, given that it has been used by organizations in promoting effective coordination between departments through interconnecting them. According to Dorn & Ukis (2010), it is possible to enhance interdepartmental coordination through software-assisted activity. This is mostly used where scheduling and task assignment is required in order to enhance the delivery of services or goods. This insinuates that a series of activities have to be conducted by different departments in order to ensure that the service is delivered efficiently. This fits perfectly into the case of Hotel Mantra Parramatta where a number of services are required to ensure that every customer who visits the hotel gets a perfect experience. Once the software is installed, the communication is controlled through a central server from which information can be retrieved by all members whose computers are fitted with the software. The appearance of the interconnected computers would appear as indicated by the diagram below; such that each department is able to retrieve information that has been input by the other once they are logged into the system. Model diagram of the system As presented in the diagram above, a central data processing device will be used to interconnect the entire organization such that information can be shared by all departments through via the server. Held (2007) notes that information in such a system works through a local area network; where information input into one computer can be accessed by all the members in the network. Once the information is input into one computer that is interconnected with others in the system, the information is recorded in the central server and this becomes accessible to all members of the network (Held, 2007; Gold, 2004). It is therefore possible for all members to access information that has been updated in an instant thus making communication easier. This kind of network is expected to enhance the inter-departmental coordination at the hotel through enhancing timely delivery of information from one department to the other. It will ensure that different departments can support each other in enhancing productivity through improved communication, cooperation and teamwork (Singla, 2010). In order to promote the efficiency, the software could be developed in such a way that specific time intervals are allocated for the completion of a certain function in the series of activities required to enhance service delivery. This is a proposition made by Dorn and Ukis (2010) who note that the software could be developed in such a way that the data processing device assigns individuals to specific roles and assigns time intervals within which the associated function should be accomplished. This would not only enhance efficiency but it would also increase the commitment of employees towards their work and improve their ability to achieve objectives. In applying this function to enhance inter-departmental coordination at Hotel Mantra Parramatta, it is expected that the process of serving customers placing booking at the hotel is accomplished effectively and that their satisfaction is improved tremendously. For example, the system could allocate 30 minutes immediately a client is booked to ensure that the client is directed to the room and that any orders or requirements are noted and processed. The person in charge of showing the client to their rooms and taking any further requirements that they would need during their stay would therefore be expected to work within the 30 minutes allocated before the next person on the chain can be updated on what is expected. An example would be placing an order for food to be delivered to the client’s room, which would also be given a timeline and so forth until the entire process of ensuring that the client is comfortable is completed. The system will be made in such a way that a signal is passed to all the relevant departments that are affected by any particular piece of information. If a guest is booked for accommodation for example, the front desk employees should put an alert to the house keeper to alert the department of a new visitor who requires their attention. The advantage would be that the front desk does not necessarily have to write an email or make a telephone call to the house keeper to report a booking because it is instantly registered to the system such that the other department can easily see it. This will not only ease communication but it will also reduce costs through saving on time and the need for messaging staff. Given that the communication is instant, there will be more time for the concerned department to prepare the service and thus ensure that the customer is satisfied. The implementation of this program is expected to culminate in increased efficiency within the organization through enhanced inter-departmental coordination. It is expected that through this software, different departments in the organization will be able to communicate easily with each other and thus improve customer service provision at the hotel. This software promises to reduce the turn around time through providing timelines for the completion of tasks. Overall, the interdepartmental coordination is expected to improve customer satisfaction and thus improve the competitive advantage of the hotel. The benefits of the system can be established through a summary of the deliverables as indicated below. Deliverables The implementation of the inter-departmental coordination module is expected to result in desirable results for Hotel Mantra Parramatta; mostly in terms of enhancing the quality of customer care in the hotel. It will ensure that each department can effectively communicate with the other in order to enhance the completion of duties in the most efficient manner (Gold, 2004). The module is expected to result in the following deliverables for Hotel Mantra Parramatta: Increase in bookings: It is expected that with efficient inter-departmental coordination, the level of customer care efficiency is likely to result; thus creating a positive image of the hotel to the customers. In essence, the quality service and smooth coordination among departments to ensure that customers are given quality treatment will act as a marketing tool for the hotel (Aswathappa, 2006). This will encourage repeat customers, thus building customer loyalty. Furthermore, customers who are pleased with the service quality in the hotel are likely to refer others, thus increasing the number of customers at the hotel. This will in turn translate into increased bookings and consequently increased revenues for Hotel Mantra Parramatta. Satisfied customers: Customer satisfaction is considered one of the most significant competitive advantages that a firm can achieve. Through efficient customer care and quality service resulting from increased coordination among departments in the hotel, increased customer satisfaction is likely to be achieved (Doole & Lowe, 2008). This is because there will be efficient communication and coordination which will ensure that each department performs its role towards enhancing effective customer service. Satisfied customers often imply future business is expected to be good because the reputation that these customers carry plays a significant role in improving market share. Reduction in cost: The implementation of the inter-departmental coordination module is expected to reduce the overall costs at the hotel through increasing efficiency and reducing duplication of roles. Efficiency will be enhanced by the ability of each department to communicate with other departments instantly through the software and thus reduce the need for departments to keep asking what is expected, calling or sending messengers to pass information from one department to another (Aswathappa, 2006). Once a booking is done for example, all the details concerning what the customer will need are fed into the system; such that all the related departments are informed of what is expected of them in ensuring that the customers are satisfied. Decline in intra and inter departmental conflicts: It is notable that without proper coordination between departments, conflicts are likely to emerge due to poor communication; which often leads to confusion and undesirable effects. Conflicts result from delayed communication, failure to communicate the right messages and inability of the individuals involved to grasp the message delivered (Cleland & Ireland, 2006). Conflicts could also arise when one department fails to fulfill its role in the overall process thus limiting the success of the other departments (Cleland & Ireland, 2006). This can lead to deleterious effects as departments perform the wrong actions and thus lead to poor service to customers and conflicts within the organization. It is therefore imperative that Hotel Mantra Parramatta adopts the inter-departmental coordination module in order to reduce in intra and inter departmental conflicts. Conclusion This report undoubtedly justifies the need for inter-departmental coordination and comes up with a module to be used at Hotel Mantra Parramatta in order to enhance efficiency and productivity in the organization. It is imperative to note that through increased inter-departmental coordination, Hotel Mantra Parramatta is expected to improve the level of customer service at the hotel and thus lead to an increased number of customers at the hotel. The introduction of the module at the hotel will ensure that inter-departmental and intra-departmental conflicts are reduced and that customer service is well coordinated to bring forth the most desirable results. Accordingly, it is possible for Hotel Mantra Parramatta to enhance its market share through retained customers and referrals given by regular customers. The software proposed for use at Hotel Mantra Parramatta is highly effective in enhancing inter-departmental coordination and it is expected that increased coordination will be achieved. The proposal cites that through this software, departments can instantly determine what is happening in another department once they are logged in; a process that ensures timely communication and thereby promotes efficiency. The hotel should therefore take the use of the software at the organization with serious consideration, given the benefits that are expected to come with this invention. The completion of this project expected to deliver a number of benefits as identified in the proposal. These include increased bookings; satisfied customers; reduction in costs; and decline in intra and inter departmental conflicts. These benefits could translate into increased competitive advantage for the hotel and thus promote its profitability. It is therefore recommended that Hotel Mantra Parramatta adopts this module in order to enhance interdepartmental coordination in the Hotel and thus promote its competitive advantage. Reference List Adler, P. S 1995, Interdepartmental interdependence and coordination: The case of the design/manufacturing interface. Organization Science, 6(2), 147-167. Aswathappa, A 2006, International Business, Tata McGraw-Hill, New York. 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