Designing a seamless hotel organization

Abstract

As hospitality customers become more seasoned, well‐travelled and quality conscious, a hotel’s organizational structure must facilitate the implementation of strategies designed to provide higher levels of service quality. This article discusses the weaknesses of the current organizational structure of hotels and presents a framework for the development of a seamless hotel organization. This modified structure is more favorable to the creation of an environment where customer service quality is the organizational driver, allowing hotels to develop service quality as a true competitive advantage.

Citation

Chacko, H.E. (1998), "Designing a seamless hotel organization", International Journal of Contemporary Hospitality Management, Vol. 10 No. 4, pp. 133-138. https://doi.org/10.1108/09596119810222096