Triple Bottom Line Hotel Performance System速
Vision Statement Service
Mission
Leadership
Statement
Individual
Hotel Strategic Plan Company
Development
Manifesto
Plans Job Designs
1|P age
TRIPLE BOTTOM LINE HOTEL PERFORMANCE SYSTEM® MODULES Vision Statement • Aspirations for the Company. • How does the company see/visualize itself, what is the dream? Example of a Vision Statement, 'XYZ Committed to Excellence in Product and Service'.
Mission Statement • Method used to achieve the Vision Statement. •The mission statement is the route, method, manner or practice to accomplish the vision. For instance, a method demonstrated in XYZ Mission Statement. 'XYZ will anticipate the needs of our customers and associates'.
Company Manifesto • The essence or philosophy of the organization. The belief components; core values giving the vision and mission of the company it's energy, drive, and life.
Job Design • Job designs encompass two areas: attributes and skill set. Imperative job designs are aligned with company strategic plan. All job designs are audited annually during the business planning session to ensure job tasks pertain to all strategies.
Individual Development Plan • Essential to business plan success, managers complete an IDP with each associate. IDP includes job design tied to business plan goals per department. Open, clear and frequent communication with manager and associate to review objectives.
Service Leadership • Service-Leadership training provided to managers creating intensely determined and profoundly humble leaders. Coaching, mentoring, guiding management style is vital to the success of the business plan. Strategic Plan • Business plan structures all revenue streams and cost containment strategies in a comprehensive, measurable, and attainable document. Necessary vision and mission statements link to business plan.
2|P age
Hotel Organizational Analysis The Hotel Organizational Analysis(HOA) is a 7 part quality assessment to reveal how well the hotel designs, deploys, and sustains the strategic plan. When the Triple Bottom Line Hotel Performance System速 modules are aligned quality of product and service improves, Financial performance improves, Team member engagement improves, and Guest loyalty improves.
7 Part Quality Assessment
Leadership Organizational Service Leadership Public Responsibility and Citizenship
Strategic Planning Effectiveness Strategy Development Strategy Deployment
Customer and Market Centricity Customer and Market Knowledge Customer Relationships and Satisfaction
Information Analysis Measurement and Analysis of Organizational Performance Information Management
Organizational Development & Human Resource Emphasis Institute Job Analysis & Training Institute Team Member Education and Development Team Member Well-Being and Satisfaction
Value Chain Management Product and Service Processes Business Processes
Business Results Customer-Focused Outcomes Financial and Market Outcomes OD and HR Outcomes Organizational Effectiveness Outcomes
3|P age
7 Part Quality Assessment Point Allocation
HOA will highlight areas of excellence and areas of improvement. Levels of score are as listed:
Excellent in Product and Service Quality Average in Product and Service Quality Subpar in Product and Service Quality
1000 - 900 899 - 700 699 and below
Excellence = Hotel understands operational efficiencies are separate from strategy. There is constant improvement within process of product and service, there is an atmosphere of innovation and creativity, and modules are aligned. Average = Core values of hotel not distinguishable in behavior of team members, top down approach not consistent, guest centric mentality not consistent, hotel only single bottom line drive. Subpar = Hotel has no clear purpose, direction. Goals are not aligned to purpose, team members not trained adequately, no job analysis or evaluations available, company lacks business plan.
Summation of Scores Leadership 180 Organizational Service Leadership 100 Public Responsibility and Citizenship 80 Strategic Planning 105 Strategy Development 50 Strategy Deployment 55 Guest and Market Centricity 85 Guests and Market Knowledge 40 Guests Relationships and Satisfaction 45 Information Analysis 70 Measurement and Analysis of Organizational Performance 40 Information Management 30 Organizational Development & Human Resource Emphasis 110 Team Member Job Analysis 40 Team Member Education, Training, and Development 35 Team Member Well-Being and Satisfaction 35 Process Management 80 Product and Service Processes 40 Business Processes 40 Business Results 370 Guests-Focused Outcomes 110 Financial and Market Outcomes 110 OD and HR Outcomes 70 Organizational Effectiveness Outcomes 80 TOTAL POINTS 1000
4|P age
Information Review for Accurate Evaluation of the 7 Part Quality Assessment:
Questionnaires/Surveys o Team members Surveys Interviews o Manager Interviews Observations o SOP Audit/Department Tours/Observations Internal Reports o Financial and Non-Financial Reports
5|P age