Hotel Organizational Analysis HOA
University of Wisconsin, Stout School of Hospitality Leadership Bernie L. Mullen. M.A.
Bernie L Mullen M.A. Managing Partner The following report details review the level of product and service quality.
Hotel Organizational Analysis –
Determines how well the strategic plan is designed, deployed, and sustained. Areas of Focus: Leadership Organizational Service Leadership Public Responsibility and Citizenship
Strategic Planning Effectiveness Strategy Development Strategy Deployment
Guest and Market Centricity Guests and Market Knowledge Guests Relationships and Satisfaction
Information Analysis Measurement and Analysis of Organizational Performance Information Management Organizational Development & Human Resource
Emphasis Institute Job Analysis & Training Institute Team Member Education and Development Team Member Well-Being and Satisfaction
Process Management Product and Service Processes Business Processes
Hotel Organizational Analysis Mission HOA is a 7 part assessment to reveal how well the hotel designs, deploys, and sustains their strategic plan. We’ve discovered when the Triple Bottom Line Hotel Performance System® modules are aligned quality of product and service improves, when quality improves Financial performance improves, Team member engagement improves, and Guest loyalty improves.
Business Results Guests-Focused Outcomes Financial and Market Outcomes OD and HR Outcomes Organizational Effectiveness Outcomes
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Hotel Organizational Analysis
Summation of Scores Leadership 180 Organizational Service Leadership 100 Public Responsibility and Citizenship 80 Strategic Planning 105 Strategy Development 50 Strategy Deployment 55 Guest and Market Centricity 85 Guests and Market Knowledge 40 Guests Relationships and Satisfaction 45 Information Analysis 70 Measurement and Analysis of Organizational Performance 40 Information Management 30 Organizational Development & Human Resource Emphasis 110 Team Member Job Analysis 40 Team Member Education, Training, and Development 35 Team Member Well-Being and Satisfaction 35 Process Management 80 Product and Service Processes 40 Business Processes 40 Business Results 370 Guests-Focused Outcomes 110 Financial and Market Outcomes 110 OD and HR Outcomes 70 Organizational Effectiveness Outcomes 80 TOTAL POINTS 1000
HOA will highlight areas of excellence and areas of improvement. Levels of score are as listed:
Excellent in Product and Service Quality Average in Product and Service Quality Subpar in Product and Service Quality
1000 - 900 899 - 700 699 and below
Excellence = Company understands operational efficiencies are separate from strategy. There is constant improvement within process of product and service, there is an atmosphere of innovation and creativity, and modules are aligned. Average = Core values of company not distinguishable in behavior of team members, top down approach not consistent, guest centric mentality not consistent, hotel only single bottom line drive.
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Subpar = company has no clear purpose, direction. Goals are not aligned to purpose, team members not trained adequately, no job analysis or evaluations available, company lacks business plan.
Information gathered for accurate evaluation are:
Questionnaires/Surveys Interviews with Managers SOP Audit/Observations Internal Reports
We work closely with the hotel staff lead by the GM to ensure not to disrupt hotel flow of business. The objective is to obtain all the necessary information to test and analyze to assess how well the hotel strategic plan is created, implemented, and sustained for maximum market share penetration. Triple Bottom Line Hotel Performance System Modules
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