HND人力报告 酒店管理 Hospitality management Managing People and Organisation.docx

1、HND人力报告 酒店管理 Hospitality management Managing People and OrganisationManaging People and OrganisationF84T34Outcome 1-4Title: To the Sheraton Hotels human resources related aspects are studiedName: Class and Grade: SCN:Content ListIntroduction 21.0 Characteristics and Purpose of Sheraton and its envir

2、onment 31.1 The functions and relationships of Goals, Objectives, and Policies in Sheraton 31.2 Open systems analysis in Sheraton 4SWOT is superiority, weaknesses, opportunity and threat. 4For example, in order to catching the opportunity of Dalian government planning to develop tourism industry, St

3、arwood Hotels & Resorts Debuts the Sheraton Hotel as Part of the Luxury Collection Brand in Chinas Northern Coast. 41.3 Interest and influence of stakeholders in Sheraton 61.4 The formal and informal Organization in Sheraton 61.5 Control strategies in Sheraton 72.0 Factors that influence workplace p

4、erformance 82.1 Application of hygiene and motivate theory in Sheraton 82.2 Application of Vrooms expectancy theory in Sheraton 82.3 Methods to improve job performance in Sheraton 92.4 Functions, effects and cost of teamwork in Sheraton 92.5 Factors affecting team cohesiveness and performance in She

5、raton 103.0 Factors influence managerial performance in Sheraton 113.1 Main roles and activities of managers in Sheraton 113.2 Assessment facilities of managerial performance in Sheraton 113.3 Introduction and practice of OHIO theory in Sheraton 123.4 Introduction and practice of Hersey & Blanchard

6、Situational theory in Sheraton 143.5 Introduction and practice of Sheraton 16Reference 18Introduction Sheraton Hotels and ResortsisStarwood Hotels and Resorts Worldwides largest and second oldest brand. The hotel forms of Sheraton is diversified, such as business hotel and large resort, and they dis

7、tributed around the world. The origins of the brand date back to 1937 whenErnest HendersonandRobert Mooreacquired the Sheraton Hotel in Springfield, Massachusetts. Sheraton brand have been trying to maintain a high quality image, and there are over half of Sheraton Hotels being rated as five-star by

8、 local authorities in the world. This article is a study of HR related aspects of Sheraton. The research content include: Characteristics and Purpose of Sheraton and its environment, Factors influence workplace performance in Sheraton，and Factors influence managerial performance in Sheraton.1.0 Char

9、acteristics and Purpose of Sheraton and its environment 1.1 The functions and relationships of Goals, Objectives, and Policies in SheratonGoal describing what your organization wishes to accomplish, stemming from your purpose. Objectives are measurable specific goals, descriptions of exactly what is

10、 to be done, derived from goals. Objectives are clearly specific statements of measurable tasks that need to be accomplished to reach your goals. They are usually short terms with deadlines. And then the policies are according to the objective and goals to make the rules. GoalsThe customer goals are

11、 goals focusing in customers needs, benefits and services. The customer goals of Sheraton Hotels are providing good service for high-end business people.The product goals are goals related to the range of products including quality, quantity and services on offer. The product goals of Sheraton Hotel

12、s are providing good service, such as room service, food service, recreational service,etc. The operational goals are goals covering areas like technology or machines used, staffing levels. The operational goals of Sheraton Hotels are providing good service with high staffing levels, advanced techno

13、logy.The secondary goals are goals subordinate to the above three goals and relating to environment issues.ObjectiveThe objective of Sheraton Hotels now is setting up the international club, its purpose is to attract that high-end markets. And then Sheraton Hotels plan to open up the Sheraton towers

14、, providing special services to set up a luxurious and good image.SMARTThe SMART is specific, measurable, attainable, relevant and time-specific.PoliciesThere are several policies of Sheraton Hotels:a. The decision depends on the fact, computing and knowledge.b. The staff dont abuse of power and req

15、uire special treatment.c. The manger dont blame the subordinates mistake arbitrarily.1.2 Open systems analysis in SheratonOpen systemOpen system theory is the interaction between the internal environment and external environment influence. Internal environment include inputs, process and outputs thr

16、ee links. There are some changes factors affect the enterprise in the external environment.PEST and SWOTPEST is political，economic，social，technological.For example, with the development of Chinese tourism industry, Sheraton plan to set up more hotels and large resorts in China.SWOT is superiority, w

17、eaknesses, opportunity and threat.For example, in order to catching the opportunity of Dalian government planning to develop tourism industry, Starwood Hotels & Resorts Debuts the Sheraton Hotel as Part of the Luxury Collection Brand in Chinas Northern Coast.The chart1.3 Interest and influence of st

18、akeholders in SheratonStakeholders are the external environment in the organization by the organization decision and action affects any related. For example:a. Shareholders : who make the decision of this company b. Customers: who buy the products of this companyc. Suppliers: who provide the raw mat

19、eriald. Employee: who work or services for this companyThe interest of shareholders is earning more money and getting better reputation. In term of influence, the important decision of company depends on their advice. The interest of customer is getting good service and good product. In term of infl

20、uence, the sales of products depend on them.The interest of suppliers is earning more money by providing the raw material for the company. In term of influence, the quality of the raw material depend on them. The interest of employee is earning more money and getting promoted in the company. In term

21、 of influence, the quality of the service and product depend on them. 1.4 The formal and informal Organization in Sheraton The formal organization has specific structure. But the informal organization don not have specific structure. The behavior of formal organization is restricted by the organizat

22、ion, but the behavior of informal organization is not restricted by the organization. The formal organization have goals, objectives, policies and core value, but the informal organization have not it.Include the definition, the Sheraton is the formal organization. Every formal companys organization

23、 has one or two informal organization. Sheraton Hotels have an informal organization, for instance, Sheraton hotel Qingdao has a cooking group established by staff who like cooking. 1.5 Control strategies in SheratonThere are four strategies:Bureaucracy, Output, Centralisation, Decentralization.I re

24、commend decentralization. The characteristic of decentralization is aim at management goals semi-autonomous, emphasis on personal selection, training and development, and rewards towards job security and career progression. For instance, when director of human resources of Sheraton hotel decide to r

25、esign and he has a great choice of successors, he could recommend successor to general manager, if the the staff who was recommended pass the assessment, he would succeed. Thus, it is helpful to ensure job security and career progression. 2.0 Factors that influence workplace performance2.1 Applicati

26、on of hygiene and motivate theory in SheratonHerzberg Hygiene and Motivator theory：Motivator factors contain Achievement, Recognition, Work Itself, Responsibility，Promotion, and Growth. Hygiene factors contain Pay and Benefits, Company Policy and Administration, Relationships with co-workers, Superv

27、ision.Personally, promotion is a important factor of motivator. Staff could be encouraged effectively by promotional opportunities. There is a successful case in Sheraton hotel, Sanya. Sheraton hotel provide opportunities of promotion as more as possible, and job performance of staff is regarded as

28、main basis of promotional assessment. As a result, the enthusiasm of staff is motivated and the quality of service has improved, it is useful to enhance the turnover of hotel.While, company policy as a hygiene factor influence working satisfaction, and making a suitable and correct company policy is

29、 helpful for staff to stay motivated. For example, Sheraton hotel, Sanya has a perfect assessment system and a good policy of promotion. Employees will participate job evaluate at least once a year, it is easy for themselves to know the evaluation of their working performance from hotel and get some

30、 suggestions. This policy ensure the fairness of promotion and keep staff motivated. 2.2 Application of Vrooms expectancy theory in SheratonVrooms expectancy theory: Strength of motivation=Valence x Expectancy. Strength of motivation refers to arouse the enthusiasm of people, the strength of the int

31、ernal potential, valence refers to refers to reach the goal to meet the needs of the individual value, expectancy refers to the subjective probability to reach the goal.According to expectancy theory, Sheraton hotel, Sanya made a integrated employee incentive plan to commend employees who have made

32、outstanding contributions to the hotel or completed the labor of duty well. These employees will get award certificate, prize and bonus, in addition, they will be nominated preferentially in the promotion. Affected by the plan, the enthusiasm of employees work has been aroused, and the right incentives has strengthened the organization cohesive force. All in all, this plan has a tempting valence and a realizable expectancy, so it can make a great strength of m