Rooms Division Management: Success Factors at Grand Hyatt Hotels

This report delves into the key success factors of hotel management, focusing on the Grand Hyatt hotel chain. It provides an overview of the hotel's structure, highlighting the roles of various departments such as finance, human resources, food and beverage, front office, sales and marketing, and logistics. Special emphasis is placed on human resource management, including critical staff attributes, training plans, and employee retention strategies. The report also examines front office operations, detailing employee roles, responsibilities, and guest engagement strategies before, during, and after their stay. Furthermore, it discusses the advantages and disadvantages of implementing technology in the hotel industry. The analysis concludes by summarizing the challenges and opportunities in the hotel industry, referencing the Grand Hyatt's experiences.

Running head: MANAGEMENT
Management
Name of the Student
Name of the University
Author Note

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Introduction
The purpose of the following paper is to describe some of the significant factorsof
the hotel management that leads the hotel organization to success. The hotel
organization that has been chosen for this assignment is the Grand Hyatt hotels. The
company is regarded as one of the biggest organizations in the hospitality industry
based in the United States. The overview of the hotel will be discussed because the
readers must be aware about the structure and management of the hotel. Apart from
that crucial factors regarding the human resource management of the hotel will be the
focus point in this paper. The ways the company operates their front office will be
among the discussion points of the paper. The advantages and disadvantages of the
hotel will have to be discussed to understand how the hotel has come up to be a
stalwart in the hospitality industry. So, the hospitality industry will be highly benefitted by
the successes of the organization.
Overview of Hotel
a) The Grand Hyatt hotel is a very famous luxury brand hotel i.e. stretched all over
the world. This hotel has been operating in several locations across the world.
The headquarters of this hotel is located at Chicago, Illinois in the United States.
The hotel was founded in the year 1957 and it has continued its journey in all of
its locations (Hyatt.com., 2019). This hotel organization is considered as a luxury
hotel because the interior of the hotel is very well crafted with authentic materials.
The interiors of the organization are designed by famous people. The culinary
programs of the hotel are very unique from all aspects (Nieves & Segarra-Ciprés,
2015). The luxurious rooms and suites cross all its locations have made it one of

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the best hotels in the hospitality industry. The feedbacks from the visitors have
been very extraordinary so it is definitely a fantastic experience for the visitors
(Hyatt.com., 2019). The amenities and facilities provided to the customers are
indeed quite fascinating to rate it among the top destinations for visitors.
b) Hyatt Hotel is definitely a very renowned brand in the hospitality industry and
always been a top ranked destination for visitors for years now. The organization
follows a particular organizational structure with different departments. All these
departments have their own responsibilities. The CEO is at the top of the
structure who is in charge of his assistant and deputy managers. They look after
the overall operations and need for innovation within the organization. They set
up plans for the success of the organization (Nieves & Segarra-Ciprés, 2015).
There are basically six divisions within the organizational structure of the hotel.
These are finance department, human resource management department, food
and beverage, front office, sales and marketing and logistics department for
suppliers. The finance department looks into amount of profits along with salary
and incentives of their employees. Human resources department is responsible
for recruitment and selection of employees, their training, promotions and
different processes (Ružić, 2015). Food and beverage department cares for the
preferred dishes of the visitors and satisfy them. Sales and marketing department
looks after new innovative strategies to attract visitors (Jones, Hillier & Comfort,
2014). Front office department welcomes the guests and allocates luxury rooms
and suites as per their choice. Logistics department is responsible for timely
delivery of their goods and resources.

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c) The front office department will have to coordinate with room division
department. It is because guests will come up to them and ask for
recommendations where they could be allocated (Nieves & Segarra-Ciprés,
2015). The room division department will make front office department about the
availability of rooms. Another department is the housekeeping department as
they will inform the front office about status of the rooms, its level of cleanliness
and other factors.
Human Resource Management
a) There are some critical attributes of how a staff can work effectively within the hotel
industry. These are:-
 The staff should have very good and fluent communication skills. It is due to the
fact they have to communicate with the visitors in a regular basis. The
communication skills here mean both oral and written communication.
 The staff should have very good idea about use of computers. He or she should
be aware about the latest technological innovations within the industry. This
would make the company a better one in case of communicating with visitors in a
faster way (Bode, Singh and Rogan, 2015).
 A hotel industry employee should possess very good interpersonal skills. This is
one of the best steps for success for success in this industry. These
interpersonal skills of the employees will surely enable the employees to provide
very good customer service to their visitors.

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 Leadership is also a common attribute for employees in the hotel industry. The
leaders should have great command over the projects in the hotel industry. The
contribution of leadership is very high for overall success in hotel industry.
b) When a hotel organization is making its way to success, they should have proper
training plans for their employees to succeed in this industry. Three of these plans are:-
 The trainers should arrange for needs assessments and learning objectives for
the trainees. This would lead trainers to understand the kind of training i.e. is
needed for the organization (Benavides-Velasco, Quintana-García & Marchante-
Lara, 2014).
 Training can be provided to learners or trainees in different ways. These are
visual learning process, auditory learning process and kinesthetic learning
process (Gannon, Roper & Doherty, 2015). Trainees will be able to judge about
right and ethical perspectives when solving problems.
 Some kinds of training processes that can be given in this scenario are technical
training, managerial training, skills training, quality training, safety training and
professional training.
c) The two ways by which hotels can retain their employees are:-
 The organizational culture within the hotel should always be very strong and
satisfying for employees. As competition in this industry is very high, skilled
employees can shift to other organizations (Benavides-Velasco, Quintana-
García & Marchante-Lara, 2014).

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 Good salary and incentive structure should always be given to the
employees. If they are not paid well, they will feel reluctant to continue in a
particular organization (Melián-González & Bulchand-Gidumal, 2016). They
can only be retained when they are given good amount of money for their
efforts.
Front office operations
a) The front office employees have different roles and responsibilities as a part of
their job role. These are:-
 The front office operation employees are responsible for planning the present
need of the resources among the company. Until they identify the need for the
resources in the future, the company will not be able to make profits and fulfill the
needs of their guests (Jones, Hillier & Comfort, 2014).
 Another job role for the front office employees is to deal with all the guest
problems very quickly and efficiently enough (Sukru. Ergul & Uysal, 2014). This
will surely be a very crucial factor for creating a good reputation within the minds
of their guests. If they are efficient and courteous, visitors will feel happy with
their experience and recommend it to their known ones (Melián-González &
Bulchand-Gidumal, 2016).
b) The hotel authorities must engage with their guests in different times regarding
the time of their stay. The engagements are different before, during and after their
stay.

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Before guest stay
 Hotel authorities and front staff should welcome them and show them why they
should choose their hotel by showing various facilities and amenities to be
provided.
 Before the guests come to stay, hotel authorities can opt to provide the guests
with several good offers on luxurious rooms and suites. Special offers can be
given to guests if they are coming with their families (Sukru. Ergul & Uysal,
2014).
During guest stay
 During the stay of the guests, hotel authorities like to provide them with best
facilities and ask them if anything more is needed from their end.
 They will provide customized experiences to guests regarding food and
beverage, showing them the view of most beautiful places in the city and other
things.
After guest stay
 After the guests leave, hotel authorities should ask them for feedbacks of their
experience (Ružić, 2015).
 Hotel authorities should ask them to recommend their brand to known people.
Advantages of implementing technology
 Communications with guests can be made faster and swifter. Guests can book
their rooms months before their journey.

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 Online transactions could be done in a safer manner to avoid hassles of carrying
cash (Gannon, Roper & Doherty, 2015).
Disadvantages of implementing technology
 The threats of hacking the official websites and stealing all necessary data are
always there for hotel operators.
 All the customers do not have the ability to engage in using technology so
different options should be there.
Conclusion
On a concluding note, it can be said that hotel industry has been facing several
challenges in the current times. The different responsibilities of different departments of
the hotels and its problems have been discussed in this paper. The advantages and
disadvantages of using technology in hotel industry have been described. The front
office operations and responsibilities of human resources department have been
highlighted in the light Grand Hyatt hotel.

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References and Bibliography
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quality management, corporate social responsibility and performance in the hotel
industry. International Journal of Hospitality Management, 41, 77-87.
Bode, C., Singh, J. and Rogan, M., (2015). Corporate social initiatives and employee
retention. Organization Science, 26(6), pp.1702-1720.
Cloutier, O., Felusiak, L., Hill, C., & Pemberton-Jones, E. J. (2015). The Importance of
Developing Strategies for Employee Retention. Journal of Leadership,
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Gannon, J. M., Roper, A., & Doherty, L. (2015). Strategic human resource
management: Insights from the international hotel industry. International Journal
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Hyatt.com. (2019). Hyatt.com. Retrieved from https://www.hyatt.com/
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industry. Tourism Management, 46, 51-58.

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