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Novotel POM Report

The document discusses principles of management and organizational structure at Novotel, an Accor hotel. It describes how Novotel utilizes planning through duty rosters, inventory management, and preparing for high occupancy periods. It also discusses organizing through defining roles and responsibilities, creating specialized positions, and maintaining a positive work culture. Effective planning and organizing help Novotel achieve guest satisfaction and positive feedback.

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Riya Pandey
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0% found this document useful (0 votes)
347 views13 pages

Novotel POM Report

The document discusses principles of management and organizational structure at Novotel, an Accor hotel. It describes how Novotel utilizes planning through duty rosters, inventory management, and preparing for high occupancy periods. It also discusses organizing through defining roles and responsibilities, creating specialized positions, and maintaining a positive work culture. Effective planning and organizing help Novotel achieve guest satisfaction and positive feedback.

Uploaded by

Riya Pandey
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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ACCOR Group

NOVOTEL
Principles of Management: Introduction
HOTELS AND RESORTS
A business creates in course of time with complexities. With the expansion of
complexities, dealing with the business concern ends up troublesome. The
need of presence of the executives has expanded massively. The board isn't
just basic to business concerns yet in addition fundamental to Banks, Schools,
Colleges, Hospitals, Hotels, Religious bodies, Charitable Trusts and so forth.
Each specialty unit has destinations of its own. These destinations can be
accomplished with the co – usable endeavours of a few faculty. Crafted by
various people are appropriately coordinated to accomplish the goals through
the procedure of the board. The executives in organizations and associations
have the capacity that arranges the endeavours of individuals to achieve
objectives and targets by utilizing accessible assets productively and viably.
The board incorporates planning, organizing, staffing, coordinating, and
controlling an association to achieve the objective or target. Resourcing
includes the sending
A Project and control
report of HR,by
submitted money related assets, mechanical
LT-C06
assets, and normal assets. The executives are likewise a scholastic control, a
sociology whose goal is to contemplate social association. The board has
created since the world appeared. At whatever point collective endeavours
are required to accomplish anything, there is a requirement for the executives.
Different administration scholars built up their own techniques for legitimate
administration in their occasions. Extraordinary savants like Henri Fayol,
Frederick Winslow Taylor, Max Weber, Mary Parker Follett, Peter Drucker
and so forth gave the speculations of logical and present day the executives
and administration which are utilized in all business associations, little or
huge even today. The venture stresses on the principles of management and
the standards created by the administration masterminds in the cutting edge
the board time frame. These standards are talked about and checked with the
hospitality business. We picked "Accor Hotels" for the contextual analysis.
The task will demonstrate the employments of standards of the executives
and the most significant capacities in the association and its working.

Industry Overview

Hospitality industry is a huge group of business that provides services to the


customers and is majorly focused of customer satisfaction. It is the industry
that believes in “Atithi Devo Bhava” which means Guest is god and remained
a central tenant of the structure for the entire industry.
The industry mainly depends on its people and plays an important role in
economic and societal development. It is mainly because of this industry that
customer satisfaction is secured, and the people of our country want to
explore various components of this industry.
It Cordiality additionally improves the nation's picture, and charm travellers
and business markets. By and large, visitors would be happy with their
movements and need to reuse your administrations if your vacationer guide is
neighbourly, attentive and works superbly as a state of mind raiser. That is
not all, the cordiality business makes quality work. Representatives in this
industry are carefully prepared about specialized and social aptitudes for best
consumer loyalty. They are required to show off stylish, passionate and
different kinds of work in a supported manner. All the time, they should
cooperate with clients with various social measurements and quality
discernments. That is all that anyone could need to demonstrate how cunning,
adaptable and informative they are.
Hotel Overview
Accor is the narrative of two companions, Paul Dubrule and Gérard Pélisson,
who opened their first Novotel in 1967 when nobody in France yet had
confidence in this new inn plan of action. Through their innovativeness and
intensity, they pushed the limits of what is conceivable ever further. Today
their fantasy of friendliness has moved toward becoming Accor. A breeze of
victory still blows over our Group which unites more than 4,900 locations in
110 nations. Glad beneficiaries of the prime supporters' vision, our 280,000
gifted individuals keep on designing the cordiality of tomorrow and enliven
their energy for the visitor. Accor is a world-leading augmented hospitality
group offering unique and meaningful experiences in almost all its hotels,
resorts, and residences across different countries. With an unrivalled portfolio
of brands from luxury to economy, Accor has been providing hospitality
savoir-faire for more than 50 years.

In Lucknow, Novotel has an inventory of 106 rooms spread across three


categories which are Basic, Executive and Suites.It has been Urbanely
designed and successfully features a host to all the 5-star amenities that a
guest is looking for in a visit.They also have multiple operational restaurants
including The Square (All day dining restaurant), The Bar (Bar). The hotels
major income comes from its Rooms division.Their major focus is on the
business travellers which constitutes for about 44% of the guests arriving at
the hotel. Apart from the business travellers the other guests include 34%
families, 17% couples, 5% solo travellers.
In the current scenario, with the increasing competition Novotel Lucknow
maintains a market share of about 8% and has an average occupancy of 65%.
One of the major drawbacks of this property is that it has a small banquet
space, therefore is it does attract the MICE clientele. Our learning team got
an opportunity to visit this beautiful property and interact with its employees
to understand how the principle of management play an important role in
their day to day operations across all departments that function in the hotel.

Planning
The obvious reason for planning is to give headings where the endeavours
ought to be channelized to accomplish the ideal outcomes in the most
productive way conceivable. The targets of the association are characterized
in straightforward and clear words during conveying the set-up plan. In
Novotel, duty roaster approach is followed. A roaster is made for every 14
days making the division of work easy.It helps the employees to know about
their assigned shifts along with the areas they are supposed to work at.
While interacting with one of the heads of the departments, it was discussed
that as and when any employee wants to take a leave, they should inform
their respective Managers on prior notice so that it does not hamper the
operations which truly shows effective planning.
Novotel as a hotel also believes in maintaining the efficiency of its staff. As
an employee you only get to work for 7 days in a night shift in a month.
Since a hotel never closes, it is important for the employees to be present in
the operational environment round the clock but stretching them in night
shifts more than 7 days tends to hamper their work life balance, sleep cycle
etc. It also makes them less efficient towards their job role.
Inventory management also comes as a part of the planning in a hotel. It
majorly depends on certain factors like any major conferences or events
happening around the city. There are times when there are no room available
all around the city. Those dates are called Black Out dates. It is very
important for the managers to handle inventory efficiently during those dates
to avoid any overbooking. Similarly, other departments also need to be
prepared for such conditions as Black Out dates means entire hotel to be sold
out. They must plan their inventories and stores much in advance to avoid
any last-minute confusion which might affect the operations directly or
indirectly.
There are different planning methods that are used in Novotel that helps the
to cater all types of guests. Guests come in to a hotel for various purposes, for
example: Leisure, corporate travel etc. They all come with different
expectation that are needed to be fulfilled from the hotel’s point of view.
Effective planning can help them to achieve guest satisfaction and can create
that experience in the minds of the guest which results in a positive feedback.

Organizing
Hospitality industry is a fast-growing industry. After setting up plans the next
function of every manager is to organize the activities and establishing a
structure to execute the plan. Setting up a structure means deciding the
framework of working of the employees, how many posts or designations are
needed in each department, how to distribute the authority and responsibility
among different people. Once these decisions are taken place an
organizational structure gets set up. According to this principle the whole
work must be divided into small tasks or units and instead of assigning the
whole work to one person one task or unit of work should be assigned to one
person according to the capability, qualification and experience of the
person.When a person is performing a part of the job again and again he will
become perfect and specialized in doing that and the efficiency level will
improve. A brand speaks about it organizing strategies through its operational
activities. Organizing at the same time also means that there should be a
certainty given to the employees. Accor as a company specifically defines
organizing into two parts: Salary Part and Culture Part.

 An employee when joins an organization, it brings the cultural along


with him that he belonged to. A culture floated within the employees is
very important. It is not necessary that each employee belong to the
same culture, however it is important for a manager to foresee the
productivity of the department and all the employees should work
together as a team. A negative culture in the environment will not be
good.
Since the competition is increasing the market, employees need to be paid a
good amount of salary for them to work efficiently else they will move to
some other organization.

Staffing
Staffing includes recruiting applicants and selecting those who are best
qualified for the desired position so as to achieve the planned goals and
objectives and retaining them in the organization.
1.Staffing starts with the Recruitment process which can be done through
internal sources which includes transfer, promotion, re-employment or
through external sources such as promoting the recruitment for a particular
job position on different media platforms or direct recruitment, employment
exchange, placement agencies, campus recruitment etc.
2. Shortlisting the candidates on the basis of various skills and capabilities
required in the job as per job description.
3. Different processes such as Aptitude test, Group Discussions, Extempore
etc for selecting the candidates and then appointing the right fit for the job.
4. It involves orientation and training of newly appointed employee so as to
teach him new skills and standard operating procedures of the organization
and perfecting the skills of existing staff. Training can take place either on
the job which means putting the employee in the actual working situation so
that they get used to it or there can be off the job training which takes place in
a room in the form of a lecture or demonstration.
5. It involves retaining the staff in the organization which is considered as the
most difficult task.

Job Design
Various statements, such as job description which is a written statement
given by the company to the applicants who wish to apply consisting of the
duties and responsibilities with the designation which the employee will be
supposed to do and job specification is a statement consisting of educational
qualifications, skill sets and other level of experience required, are designed
at the time of planning which help the in the process of staffing.
While Interacting with one of the departmental head of Novotel, Work
schedule is made for the staff which displays the no of hours each day in a
week an employee is going to do the job considering the preferences of the
employees as well as requirements of the department which helps them to
create a communicative family type culture which in turn increases the
productivity and efficiency of the department. It was also discussed that the
no. of employees required in the department to meet guest and operational
needs are calculated at the time of planning itself.
Directing
Directing involves showing the right path to the employees, giving them
instructions of what and how they are supposed to do their duties and
responsibilities, guiding them while they are performing their job which may
also include motivating the employees so that they can align themselves with
their organization goals and objectives. Directing is a very important
continuous management function which comes from the top to the bottom of
the hierarchy.
There are 4 most important component of Directing-leading, motivating,
communication, supervision.
1. Leading is a very crucial management skill that is used in different
situations and is also associated with other management skills such as
organising, coordinating and staffing. In Novotel, one of the Head of
Department told us that leadership covers forecasting, learning and
development and setting an example. He said a leader should have the
ability to analyze the work which is supposed to be completed,
organize the work in a logical order and should also look after the
environment in which the tasks will be performed.

We also had a discussion of what style of leadership is followed which


came out to be combination of lassie faire and authoritative. He said
our employees are having all the right to take decisions and talk to their
seniors whenever they feel like creating sort of a family culture but
they are few things which are supposed to be followed as instructed and
no changes or innovation is expected out of them.

2. He explained that they have taken handful of measures to motivate


their employees after doing a survey of the employees. He explained
following factors-
I. He explained good salary as the most important factor to increase
productivity and promote growth of the employee as well as of the
organization.
II. Providing them leaves in case of an emergency and also involving
them before making the duty roster so that employees can also share
their preferences and requirements.
III. Strict working hours for the employees which is 9 hrs so that they can
have a work life balance.
IV. They provide 6 off in a month which they are further going to increase
to 8 days.
V. They have started a program named Bienvenue for the employees of
the Accor group under which they can enjoy stay in a branded hotel at
a price which even OYO can’t compete with, providing restaurant
deals at half price which even goes with their family and friends and
many more.
3. Communication is very important when it comes to teamwork as a
simple mistake can create huge conflict among employees which could
hamper the guest services. So communicating everything starting from
the task they are supposed to perform, how they are going to do it,
when they are going to do it should be clearly mentioned either in the
meeting or in the written format.
4. Supervision involves giving the employees instructions and guidance in
the ongoing process with doing regular inspection meanwhile
supporting and coordinating with the staff and also bringing together all
the available resources and ensuring that the work is performed
effectively, efficiently and on time.

Controlling
Every organization coins some policies of internal controls in order to protect the
property of the hotel. However, internal control policies are effective only
when managers are having confidence in the policies importance and follow
the established procedures under them. The control process ensures that the
actual results are met with planned results. This management function is
primarily focussed on overseeing the ongoing processes and operations and
taking corrective actions whenever required.
Over the discussion on controlling with the concerned person, he explained
us they have certain KTAs (Key Task Areas) which they relate it as Key To
Success assigned to every employee in the organization under which they are
expected to perform their duties and responsibilities with some short term
objectives which they are expected to achieve in a specific time period which
helps them to align themselves with other employees as well who are
working towards a common goal. These KTAs are specially designed for
every employee after considering the areas of work and the employee’s
individual capabilities which can help them to grow in the organization.
We also discussed over various controlling issues in the department which he
takes care were mostly among employees and in order to solve them he takes
various measures such as keenly observing the behaviour of the employees
and how they react, he also gets one to one with them in order to get to know
more about them and discussing over their problems whether it is personal or
professional and then finding probable solutions for them which can only
happen if we are able to connect with them as it also helps in promoting
healthy environment like of a family in the organization and which in turn
helps in better performance in terms of profits, revenue, productivity and
efficiency.
Conclusion

The hospitality business is probably the biggest boss on the planet and
emphatically adds to the worldwide economy. The standards of the board are
universally appropriate paying little heed to changing conditions in the
accommodation business particularly in the Hotels business. Executing
Principles of the board in the association achieves a change and improves the
nature of business. Legitimate planning, organizing, staffing, coordinating
and controlling furnishes the administration with an unmistakable image of
the nature of the administrations gave, yet in addition causes the lodging
proprietors to find the necessities, tastes, inclinations and desires for the
visitors. It likewise improves different offices which can be given by the
lodgings to their clients. It helps the association in setting the guidelines for
the arrangement of administrations in the neighbourliness business. In this
aggressive and globalized world, staff acceptance and hands on preparing
assumes a vital job in the hospitality business. During the acceptance
procedure staff picks up learning about the administration they are getting
down to business in. In hands on preparing staff gets a chance to perform and
build up their relational abilities. Through this procedure the workers
additionally create relational abilities, which is a noteworthy issue in the
administration business. The board should ensure that the representatives
working for the association expect and search for honours for their work.
That makes them increasingly friendly towards the association. Since Accor
Hotels gathering actualizes and pursues most of the standards and every one
of the elements of the board, it has developed as the undisputed pioneer in the
hospitality business. Productive and viable working makes them the most
favoured inn to spend an excursion.

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