Professional Documents
Culture Documents
identify the
in
an
organization
chart.
(Note
on
analyzing
organizational
macrostructures, 2009)
The organization chart shows that the company is structured on two main
layers, a top management one and the one made of several departments
that respond directly to the CEO.
The organizational structure is composed of major departments that are
located at a corporate level and other departments that belong to single
sharing
of
valuable
expertise
by
superiors
with
their
coordinating the efforts across the organization when the hotel chain
operates in many different countries with different lines of business.
Communication flows in a vertical manner, from general managers of the
individual properties to regional vice president, to the president of the
hotel operations of the corresponding geographic area, up to the CEO.
Information is sometimes rigid because of the standardized ways of
operation and the high degree of formalization. This can make the
decision-making process slow and a little inflexible.
Micro structure
hotel
The marketing unit is further divided into two subunits: the worldwide
Sales Offices and the Worldwide reservation office.
The former is in charge of selling the complete portfolio of hotels and
resorts to new and existing customers and to support and sustain onproperty sale efforts while the latter provides round-the-clock reservations
services to business and leisure travelers around the world. It also
manages the global distribution systems for all hotels and resorts,
provides direction on pricing, merchandising and revenue management,
and processes reservations through toll-free voice services, e-mail, global
electronic systems including fourseasons.com and the airline systems. The
group also supports the worldwide Four Seasons gift card program, and
leads management for Four Seasons residences and guest recognition
efforts of our hotels and resorts.
The team of Worldwide reservations office design and construction is the
brainchild behind the design and construction of all new hotels, resorts
and Residence Clubs, as well as major renovations for existing properties.
They work with hotel owners to ensure compliance with defined Four
Seasons standards and review acquisition opportunities and engineering
standards for all properties.
The Development department works with potential and existing hotel
owners to create a pipeline of properties for portfolio growth. They focus
on projects at various stages of development, ensuring that Four Seasons
enters
into
profitable
long-term
management
agreements.
technology
needs
for
our
department
hotels,
manages the
Corporate
Office,
technology
and
create
new
applications.
The team of professional lawyers and advisors that belong to the legal unit
activities and operations. Employees do not limit their work to the specific
tasks they are assigned, acting in the companys culture name, they are
always willing to go that extra mile to ensure customers satisfaction.
Performance indicators related to the structure
When approaching the analysis of performance of a company one should
not only consider financial data but also a whole set of indicators that are
able to reflect the organizational structure and design of the company
analyzed.
KPI are the most suitable indicators in this sense as they represent a set
of measures focusing on those aspects of organizational performance that
are most critical for current and future success of the organization
(Business benefits of KPI, 2012).
The most relevant categories of indicators relative to the specific
organizational structure of the company are:
Organizational profile:
Since organizational arrangements differ from one hotel to another,
organizational profile is an important indicator for the company as it allows
to understand whether task allocation is effective, if the company can
quickly adapt to fulfill changing customers needs. Being the fundamentals
of Four Seasons culture based on customers satisfaction, this indicator
would allow the company to determine whether it is achieving a top
performance in terms of organizational effectiveness or if responsibilities
and roles must be redistributed.
Innovation ability:
This indicator allows the company to verify whether its innovations on
customers service are creating value for the company or not. If this value
is lower than standards, Four Seasons should reconsider the innovations
introduced in order to both retain the customers loyalty and to ensure the
profitability of its business.
Investment in competence development:
Four Seasons is one of the leaders in the luxury hospitality industry so in
order to maintain its position it should always focus on renewing those
implies reflecting on
- www.fourseasons/corporatebios