The organizational communication structures of the five star hotel is defined by the composition of designation, jobs , management , divisions and the pattern of their internal communication, which gives the attainment of the critical goals of the organization or hotel (Dawson , Madera, Neal and Chen 2014).Effective communication and interpersonal skills are the most significant functions of any organization. The significance of external communications with target segments, potential customers, present competitors and further external factors, fas t acquirement of information and successful allocation provides improved synchronization of the company, in addition to a complete benefit in a fast evolving business (Cheney et al. 2014). The report focuses on the detailed analysis of effective organizational communication and the comparative study of Marriot Sydney. The accommodation service and its process begin with interpersonal skills and communication. Employee communication is as crucial as guest communication to utilize the distribution and size of market and company associated information. Effective organizational management and upholding competitiveness are the prime factors for serving the hotel sector. This performance of internal organizational communication has an influence of both direct and indirect on productivity of the organizational, as the swifter mechanism of appropriate data collection results in a superior form of decision-making. Communication inside the organization, among employees even assists in the adaptation of culture of corporate and advancing employee spirit, therefore, improving quality of service and guest satisfaction(Kramer 2014). In this current article, there exists a generic idea on the influence of internal communication on service offerings of the hotel. It has been illustrated that when the hotel amplifies in capability, more complicated internal communication activities, along with vertical, upward communication & excessive usage of communication technology, present together; employees venture into more initiatives and the processing of efficiency data accounts for the greater amount of communicational activities. A smaller hotel majorly uses the downward, informal communication & a managerial usage of proactive.
Overview of Marriot
In 1938, Barnard named formal communication channels that explore the relationship through a pecking request of master as a communication system. This communication system regularly fuses the characteristics of centralization, shape, and technology. Centralization is how much professionalism is pressed in a single source and communication is controlled and dealt with out all the legitimate pecking request. Brought together structures are more capable when the issues and endeavors are respectably clear, yet when the issues and assignments end up being more capricious, decentralized requests emit an impression of being more beneficial. The shape or structure of a system insinuates the tallness or equality of the affiliation's organization. It is represented that the amount of levels a message must go inside an affiliation could be seen as the partition a message must travel; and as the division grows, the satisfaction and nature of the message has a tendency to decrease. Finally, how affiliations develop the capacity to be a knowing affiliation and use technology to bestow in the season of globalization will continue changing drastically. The use of the World Wide Web, electronic mail, and videoconferencing has had a gigantic impact and will continue affecting the flood of communication inside and outside the affiliation (Marriott 2017).
Communication Hierarchy of a five star hotel:
Communication Hierarchy in a hotel (Cheney, Christensen, Zorn and Ganesh 2014)
The four main elements of organizational communication structure involve departmentalization, job designation, hierarchy of commands, & course of control. Job designation includes enhanced efficiency and productivity of employee, but it elevates the demand for supervisory control and collaboration. Work groups can be used to mitigate the schedule generated due to job specialization. A common notion, the quality circle, can also increase productivity of hotel employees. The departments or divisions of a five star hotel involve rooms, food and beverage, as a product or offering of the hotel, marketing and sales, human resources, and accounting as operational activity. These divisions or departments report to the general manager or to a resident manager without any deviation. In smaller sized hotel or accommodation businesses the departments are less. It includes the front desk, audit, front desk, maintenance, housekeeping, & sales departments (Cummings and Worley 2014). All the department of a small hotel reports directly to the general manager. In Marriot Sydney the communication hierarchy of regulations prevails as decentralized because of the employee empowerment. Decentralization is the division of authority throughout the hotel or organization. Centralization refers to the confinement of decision-making process by a high-level supervisor. Length of control implies to the total number of employees who report to one supervisor or manager. Less number of subordinate employees or staff reports to each manager in a narrow span of control, creating an elevated organization. A greater number of employees or staff report to each supervisor, creating a flat organization in a wide span of control. The level of collaboration and communication among departments can be enhanced by the group activities (Nieves and Segarra-Cipr?s 2015). The executive management groups involves the general manager and respective department heads. Other departments involve staff, sales, operations, marketing and forecasting, departmental and sub-departmental, safety, credit, & energy reservation. Larger hotels like Marriot Sydney provide the meeting based annually for all the employees in the organization, to review organizational performance and to circulate awards or recognition. Employee engagement and retention is a continuous threat in the hotel sector due of the great percentage of staff turnover. Successful employee engagement relies on giving competent job descriptions, involving job responsibilities, as well as actualizing that job descriptions should be ductile. In some scenarios, it turns out very significant to fix up jobs; this can include rotational shifts of job, job enhancement, flexible timing and job enrichment. Employees should be perfectly skilled; efficient training encompasses problem analysis, problem solving, feedback, quality and group building. Successful supervisors appreciate positive common characteristics involving giving proper feedback, direction & recognition; stimulating clear communication and innovativeness & fixing current controls (Riley 2014). The management of Marriott Sydney falls into three categories: first-line or front line, middle and top management.
There are three different levels of management classification in the five start hotel or service industry category: first-line, middle, and top. First-line implies to the sector which has daily basis contact with the clients and guests of a five star hotel business. The first-line manager looks after the task of the managers and front line employees (Alvesson and Sveningsson 2015). In Marriot Sydney, first-line designation may involve assistant supervisor or manager of housekeeping, secretary of hotel front line manager, and assistant manager of restaurant. First-line managers are liable for a basic work of a hotel, such as helping guest to check in and out, making up to the rooms of the guests, and serving and providing the foods. First-line managers are in contact with daily or near-daily basis with the front line staff.
Middle Marriot Sydney involves the general manager, department supervisor and any designation between these levels. Based on the size and capacity of the hotel, the regional manager (who administers the general managers of the Marriot Sydney in his or her territory) can also come into this category. Contrary first-line managers, those are designated in middle management idea, organize, advance, and control other managers’ activities and are liable for the efficiency of their respective departments. Top management consists of a less number of supervisors such as the president, chief executive officer or vice president (Riley 2014). Top management is liable for the efficiency of the full hotel business as well as for administration of the middle managers. The top manager is responsible to the proprietors of the financial sources utilized by the company, such as the executive board or stockholders.
Organizational Communication of Marriott Hotels
Marriott International understands that customer devotion is clearly related to its managers' ability to move their bleeding edge customer mind accomplices. Along these lines, in an association for which repeat business and brand commitment are principal, the training of new managers straightforwardly influences the principle issue. Marriott is by no means whatsoever, unique. All associations in the lodge and sincerity organizations and most in various endeavors stand up to practically identical challenges. Communication in affiliations streams directionally through formal and easygoing frameworks. This flood of communication is passed on in four ways: plunging, upward, on a level plane, and to one side. Vertical stream insinuates the upward and sliding course of communication through the affiliation's different leveled shape. Sliding communication is used by people at more raised sums in the relationship to transmit information to people at the lower levels of the various leveled hierarchy of leadership (Berger 2014). This accomplishment depends fundamentally on front line customer mind accomplices and how they are supervised. Each and every new manager appreciates a concentrated training workshop that underlines the achievement of shopper dependability. The four-day Foundations of Leadership program is offered 25 times every year for managers in full-service hotels. It in like manner fuses pre-work and improvement. New managers in extended stay and enhanced properties share in the three-day Business Management course, which offers the dominant part of a comparable substance. The best approach to productive leadership and communication in the fluid and complex state of a hotel is care and recognition with others (Shockley-Zalabak 2014).
Significance of Business Communication in Hotel Industry
The intangible characteristics of service offering process emphasizes on communication process. The core product is based on communication. External communications incorporates laborer – consumers of the hotel coordinated effort and the hotel's articulation with external powers & grades towards marketing & sales limits (Madera 2013).Internal communication suggests assembling information related production & appropriating it inside affiliation. The agents desire to think about current happening inside or outside of the hotel. What's more, acclimating to corporate environment and culture is quite recently possible via communication. Agents furthermore desire to perceive what is typical for them, i.e. execution measures. All these will at last assurance a development in proficiency and the course of action of total attempts towards various leveled targets. The non-robust architecture of the hotel's affiliation layout and the multi-layered characteristics of service offering forces different offices to facilitate. As the prerequisite for all laborers' enthusiasm for quality production process under the total quality management approach is in like manner saw as, the noteworthiness of composed exertion inside the hotel winds up detectably clearly self-evident. Formal, easygoing and as frequently as conceivable cockeyed sorts of communication are by and large used to achieve the level of composed exertion. Hotel automation structures, information & communication process are in like manner truly utilized by hotel affiliations. The adequacy and speed of this communication will be element appropriately satisfaction of customer need and time. The majority of the examinations about the influence of internal communication on gainfulness have perceived a positive association. Other than effectiveness, communication has furthermore been recognized to impact work satisfaction, interest and low turnover rate (Spaho 2013).
Humanity encourages the staff in the method of internal organizational communication. With this, there must be presence superior performance in employee’s perception, attitude and workforce towards the hotel. Marriot Sydney as a five star hotel has thrived to establish a rewarding, very positive work environment for their employees over the past decade. Employees’ appreciates such as diligent and hard work; willingness to learn and determination are key circumstances to gain success. Organizational communication is extensively used in various ways at Marriott Sydney, where they have annual and monthly actions with all the employees. It's a superior way to use in house relations while getting some satisfaction and fun. Moreover, Marriott Sydney’s caring club, an in-house club that offers the guests to cater opportunities to involve in several charitable occasions like visitation to the orphanages. Employees of Marriott Sydney are practicing in house relations are the core of this dominant five star hotel. The fundamental principle of hotel communication in this leading five star hotel was to increase overall performance of business and also staff communication. Moreover, the very superiorly constructed foundation of efficient internal communication skills had in fact skilled the company success. All this lead to further perspective of the internal public are showcasing the notion of “family” and “intimacy” in Marriott Sydney’s working environment.
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