While it is true, the hotel world is growing annually in an exponential way, very interesting. However, few hotels companies dominate the international market. For example: Hilton Worldwide
A hotel considered «Big», that is, a hotel with more than 100 rooms, can have between 5 and 7 fully structured departments and possibly from about 50 to 300 workers, depending on the type of hotel. These departments can be: Operations, Food and Beverages, Marketing, Finance, events and banquets, security, systems, maintenance and cleaning, among others.
This is a business, very competitive, where without a doubt, that hotel that marks achieve to highlight by providing the best customer service and a better quality in its facilities will be, the one that manages to stand out.
The concept of total quality control, is perfectly adapted to the hotel industry, since the large companies of the modern world, consider within its guidelines, that no department is more important than the other and that success is in the sum of Each of the departments and each of the workers of the company.
Hotel chains like Hilton Worldwide (number one company currently in the hotel industry). Has developed in the last years an organizational culture, where they place their workers as the most important fundamental value for them, under the thought that their employees are happy and at ease with the company, they will provide the greatest possible service and will make the Guests feel at ease with the hotel.
They also handle the idea, that a healthy and pleasant work environment will always be a differential factor. Proof of this are the various «Great Place To Work» awards that Hilton has won at several of their hotels in recent years.
Basically, for a 5-star hotel to work optimally, it must guarantee the integrity of the customer, from the time of booking until the moment the guest has left the hotel. All workers are responsible for this, from the general manager to the maintenance staff, reception, cooks, etc. The prices, cleanliness, treatment, ease of making reservations, food, drinks, room, transfer, hotel location, security, reservations staff, events, banquets, entertainment and systems. Everyone must align their efforts to achieve the goals, if one fails, all fail. One for all and all for one.
Jorge Torres
Ishikawa's Legacy 