Questions:
1.Identify the business objectives of your Organisation and what Strategies have been Implemented to meet these Objectives.
2.Identify and analyse the value of Interrelationships between various internal and external Stakeholders to achieve your department’s Objectives.
3.Demonstrate understanding of the hospitality, events & tourism Industry’s requirements for employment & selection process.
1.The ParkRoyal Darling Harbor hotel is one of the prime properties on the Darling harbor. It is one of the best hotels in the harbor and seeks to provide superior facilities to its employees. The hotel seeks to provide superior dining and lodging facilities to its clients (Kandampully, Zhang & Bilgihan, 2015). The organizational goal of the hotel is to gain the best market share through customer satisfaction (Parkroyalhotels.com, 2017). It offers a number or rooms and suites according to the needs of the consumers. The hotel has premier dining and lodging facilities along with the all the modern amenities to suit the consumers from different backgrounds. The ParkRoyal seeks to provide all the facilities to the consumers and tourists coming from the different backgrounds.
The Hotel seeks to provide complete fulfillment to clients during their stay with the facilities they offer. The organizational goal of the hotel can be fulfilled only through consumer satisfaction and for that, the hotel seeks to provide the consumers with the best experience during their stay in the hotel (Radojevic, Stanisic & Stanic, 2015). The hotel gives the best facilities to the clients and the representatives and hotel employees provide support to the clients. The hotel employees are trained to provide the best service to ensure customer satisfaction. The dining experience is a very important part of the customers stay at the hotel and it seeks to ensure a superior dining experience. The raw materials used to prepare the food are of superior quality and all the safety and health standards are met to ensure the safety and satisfaction of the clients.
The food and beverage department of The ParkRoyal maintains the standards of the cleanliness and standards of the Food Standards Australia and New Zealand (FSANZ) (Lang & Heasman, 2015). The hotel focuses on providing the healthiest diet to clients at a reasonable price. The chefs and the employees of the food and beverage department of the hotel seek to serve the clients to enhance the experience of their stay at The ParkRoyal. The dining area of the hotel is aesthetically pleasing and provides the consumers with a place of comfortable dining. The employees are trained and devoted to serve the clients with utmost enthusiasm. The clients have the option to use the dining space or use the room dining facility if they are staying at the hotel.
The hotel also under takes an aggressive advertizing policy and a number of extra services and facilities to make the stay of the clients more pleasurable and hassle free (Dabestani, et al., 2016). The management of the hotel also ensures that the loyal clients get perks like free upgrades and breakfasts during the stay. The employees of the hotel are available at call always so that the clients can use their services any time they need.
Thus, The ParkRoyal is prime hotel of the Darling Harbor providing a luxurious stay and is easily accessible due to easy transport access. It has become on the prime hotel because of its unparalleled hospitality and dining experience.
2.The hospitality industry is one is completely dependent on consumer satisfaction and for its sustenance in the market. The stakeholders of an organization are people who benefit from its operation be it the employees management or the consumers (Dedeo?lu & Demirer 2015). The stakeholders are the major contributors to the success of any organization. The stakeholders of an organization may be internal or external stakeholders. Internal stakeholders are the people serving the organization, that is, the people managing the organization or working for the organization. In case of the ParkRoyal, they are the management of the hotel and the various employees from the vales to the desk manager (Yildiz, 2015). The external stakeholders are the people who avail the service of the organization like the clients and consumers (Henisz, 2017). The ParkRoyal’s external stakeholders are the diners and clients staying at the hotel. In the hospitality industry, the communication between the clients and the service providers is of utmost importance as it is the factor, which decides the success of the business. The ParkRoyal needs to focus on developing the effective communication to fulfill its organizational goals of providing the best dining and accommodation facilities on the Darling Harbor in Australia. The hospitality industry thrives on the effective communication between the service providers and consumers. To provide better facilities the employees of the hotel need to understand the needs and requirements of the clients of the hotel. The prime focus of the hotel is to provide better facilities to the clients so every needs of there are looked after. The effective communication is also needed to get proper consumer feedbacks regarding their stay in the hotel. Since the hotel is located in one the prime tourist and business location of the country, it attracts visitors from the entire world with different cultural and ethnic backgrounds.
The demand of these consumers for personal experience varies according to their requirements. To fit into the cultural roles and to understand the consumers properly the communication should be good between the internal and external stakeholders. If the consumer needs any extra facilities, they can communicate that earlier and the hotel tries to provide them with the facility making their stay more satisfactory. The internal and external stakeholders’ communication strategies help in devising plans for better execution of the improvement plans of the hotel. The different strategies require effective planning to be implemented in the hotel. The ParkRoyal needs to communicate its strategies and communicate to their employees the effective ways to deal with the clients according to the norms and policies of the hotel (Farooq, Rupp & Farooq, 2017). Since the on desk employees deal and communicate with the clients the most, they need to push the issues brought forward by the clients to the management. The management needs to take action on the issues they see fit and gather feedback of the feasibility of their strategies.
Thus the communication is extremely important between the internal and external stakeholders for the success of a hospitality business like The ParkRoyal which depends on consumer review and satisfaction.
3.Hospitality and tourism industry focus on the selection process in an appropriate manner to identify the skilled employees. In the context of ParkRoyal Darling harour hotel Sydney they needs skilled employees in their food and beverage departments. Candidates should have good knowledge about the food and beverage in order to work in this department (Tarí et al. 2017). On the other hand, they should have proper knowledge in dining department set up. They need to gather knowledge regarding the hygiene. Effective communication must be required for the candidates who will be selected for the food and beverage section in a hospitality sector.
Key performance competencies are crucial for the hospitality sectors to enhance their success in the global market. However, one of the major elements of key performance competencies in the hospitality sectors is the accuracy of the employees. In the context of ParkRoyal Darling harour hotel Sydney they need more accountable employees who are able to monitor the each aspect of the food and beverage department. On the other hand, good English communication is another key element for the hospitality sector to bring success in this industry (Bruni et al. 2017). In the context of, ParkRoyal Darling harbor hotel Sydney good communication will help the employees to achieve competencies and meet the objectives of the customers.
In the context of ParkRoyal Darling harour hotel Sydney, food and beverage operation includes purchasing of the product, receiving, storing, issuing, preparing, presenting, serving and consuming of the products. However, from the management perspective it is important to maintain the standard of the food and beverage is crucial in food and beverage departments (Belias et al. 2017). The management of ParkRoyal Darling harbor hotel Sydney needs to give their focus on the process of preparation and serving the food. It is crucial for the managers of food and beverage department to carry out their responsibility properly and maintain the process through which a quality, fresh and hygienic food can be supplied. It is the prime responsibility of the management department to understand the customer feedbacks in the hospitality industry and serve the food as per their needs and demand.
As per the employability trend in Australia it has been found that there is a huge demand of the female candidates in Australian hospitality sectors (Andreu et al. 2017). On the other hand, in U.S the employability trend focuses on the skill of the employees mainly in case of both male and female in the hospitality sectors. In Southeast Asia a significant growth in the employment has been noticed in the hospitality sectors. However, in many countries as for example, in U.S the hospitality sectors have started to reform the salary structure of the employees to improve their employability trend. Hospitality sector is the fast moving sector thus, in order to recruit skilled employees hospitality industries in many countries have reformed the salary structure of the employees.
Establishment of a professional network association will be helpful for the Australian hospitality sectors will be helpful to get skilled employees (Armenski et al. 2017). One of the popular professional association network is CDAA established in Australia. This allows the individuals to get employment in various professional sectors. In the context of ParkRoyal Darling harour hotel Sydney recruiting candidates via this professional network will be helpful for this organization to get good skilled employees. On the other hand, the organization can also establish their own professional network, which also allows the employees to refer good candidates in an organization.
In order to develop the personal skill it is crucial for the individuals to make an audit and identify their skill gap. However, an audit will be helpful for the manger of ParkRoyal Darling harour hotel Sydney to strengthen their personal skill. In order to audit the strength of the individuals it is important to implement of the training program for the personal development. On the other hand, identification of the area of excellence of the individuals is another strategy, which helps the individuals to develop them personally (Bruni et al. 2017). In the context of ParkRoyal Darling harour hotel Sydney, the manger of food and beverage department can identify their area of excellence by conducting a competitive analysis with other staffs.
Interrelationship is a process, which allows the individuals to make a clear interaction with their co-workers in the workplace (Armenski et al. 2017). In the context of ParkRoyal Darling harbor hotel Sydney establishment of an interrelationship between the internal stakeholders by using effective communication will help them to carry out a collaborative work. Hence, a unity will be established in the team that develops a common business objective among the stakeholders. This will enable the stakeholders to support others decision and meet the business objectives.
References
Andreu, R., Claver, E. and Quer, D., 2017. Foreign market entry mode choice of hotel companies: Determining factors. International Journal of Hospitality Management, 62, pp.111-119.
Armenski, T., Dwyer, L. and Pavlukovi?, V., 2017. Destination Competitiveness: Public and Private Sector Tourism Management in Serbia. Journal of Travel Research, p.0047287517692445.
Belias, D., Trivellas, P., Koustelios, A., Serdaris, P., Varsanis, K. and Grigoriou, I., 2017. Human Resource Management, Strategic Leadership Development and the Greek Tourism Sector. In Tourism, Culture and Heritage in a Smart Economy(pp. 189-205). Springer, Cham.
Bruni, A., Cassia, F. and Magno, F., 2017. Marketing performance measurement in hotels, travel agencies and tour operators: a study of current practices. Current Issues in Tourism, 20(4), pp.339-345.
Dabestani, R., Shahin, A., Saljoughian, M., & Shirouyehzad, H. (2016). Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA: The case of four star hotels. International Journal of Quality & Reliability Management, 33(2), 160-177.
Dedeo?lu, B. B., & Demirer, H. (2015). Differences in service quality perceptions of stakeholders in the hotel industry. International Journal of Contemporary Hospitality Management, 27(1), 130-146.
Farooq, O., Rupp, D. E., & Farooq, M. (2017). The multiple pathways through which internal and external corporate social responsibility influence organizational identification and multifoci outcomes: The moderating role of cultural and social orientations. Academy of Management Journal, 60(3), 954-985.
Henisz, W. J. (2017). Corporate diplomacy: Building reputations and relationships with external stakeholders. Routledge.
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Lang, T., & Heasman, M. (2015). Food wars: The global battle for mouths, minds and markets. Routledge.
Parkroyalhotels.com. (2017). Parkroyalhotels.com. Retrieved 27 November 2017, from https://www.parkroyalhotels.com/content/dam/pr/PR%20Darling%20Harbour/homepage/hero/PARKROYAL%20Darling%20Harbour%20Sydney%20-%20Media%20Kit%20October%202017.pdf
Radojevic, T., Stanisic, N., & Stanic, N. (2015). Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry. Tourism Management, 51, 13-21.
Tarí, J.J., Pereira-Moliner, J., Pertusa-Ortega, E.M., López-Gamero, M.D. and Molina-Azorín, J.F., 2017. Does quality management improve performance or vice versa? Evidence from the hotel industry. Service Business, 11(1), pp.23-43.
Yildiz, Ö. (2015). Internal Communication Function and Hotel Productivity–A Comparative Study. American International Journal of Contemporary Research, 5(3), 45-54
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