Executive SummaryThe report is made to study the problems faced by Sunnyvale hotel and to come up with recommendations to bring it back in the game. Problem faced by sales, food and beverage, engineering and reservations departments have been covered. The report tracks the problems, makes recommendations to departments, suggest actions to be taken if the departments don’t seem to be coming together and what can be done to show the owner that the hotel is making progress. The biggest problem in the organisation is lack of communication and secondary problem is working only for departments not the hotel. The management needs to communicate with all departments and should work in the same direction to make the hotel successful rather than departments. .......................3 Recommendations to the department heads....................... 8 .......................6 Conclusion...........................4 Actions to be taken if department heads don’t work together...Table of Contents Contents Problems faced due to lack of communication.......................6 Showing the owner that the resort is getting better....................................................................................................................................................................................................... It resulted in setting up of unrealistic targets for the reservation manager. Due to lack of communication between the two. Thereby every employee laid more focus on achieving departmental targets rather than achieving the resort targets collectively.Problems faced due to lack of communication The fact that the owner and the initial manager barely had any communication as a result the owner was completely clueless to an extent as to why the resort was making losses. There by avoiding communication and discussing the solutions to the issues faced by the resort. The sales director would over book the resort and would not provide complete statistics and figures about the arrival of the guests to the Reservation Manager Teresa Mansfield.The actions taken by various departments without proper communication among them resulted in the reservation team of not have a count of the rooms that were available for sales and those that were not. Thus proper planning was never laid with respect to intra . reservation team and the sales team. In the quest of satisfying the guests the sales director also used the rooms and suites allocated to the reservation team. It was also noted that the Executive Housekeeper Ruth’s standards of cleaning were not up to the mark and had also stopped attending staff meetings.department communication. Thereby leaving the reservation team with less desirable room that was expected to be sold at premium. Under booking is another problem faced by the reservation manager due to lack of communication between the guests. thereby creating a communication barrier. loss to revenue and restriction in profits. This leads to a communication barrier among the various departments of Sunnyvale Resort. the reservation manager is unaware as to how many rooms have been sold by the sales manager. Poor communication between the sales and the reservation team resulted in unsatisfied guests. This also led to the reservation team to sell less desirable room at higher prices. Poor communication among the employees led to the creation of an assumption that the reservation manager was always upset with certain issues so she was less approachable. Thus assumptions and not being actively . The following problems were incurred by various departments due to poor communications among the executive staff. Without prior consultation with the reservation team the sales director took budgetary actions and sold the rooms at $120 rather than $150. the executive housekeeper pulls room attendants of their regular rooms so that they can hurry though the suites and get them ready. major F&B functions were handed over to a third party. Thus lack of communication in this scenario created major problems to the housekeeping team as their services could not be provided at optimum level thereby leaving a bad first impression or unhappy guests finally resulting into reduced earnings. As complaints were being received from the guest about the F&B department. In case they are preparing the room. . thereby leaving no time for the housekeepers to set the room for the next guest.Bob who was providing engineering services since 11 years admits the fact that he did not have much conversation with other departments . due to irregularities in check in and check out time VIP guests end up standing in the lobby waiting for their rooms to be prepared. They thereby asked the executive housekeeper to which she said it was the Chief Engineer who never gave her an appropriate answer as to why the rooms were not ready with respect to engineering work . The room keeping attendants never really had an answer for the shabby state of the resort.involved staff meetings also affects the communication among the department’s thereby causing problems. The resort largely started depending on the third party for its restaurant sales thereby depriving the new F&B director an opportunity to prove himself in increasing the in-house restaurant sales . poor planning along with poor organizing skills led to poor execution of engineering work thereby resulting in the rooms not being prepared on time .He states that lack of communication. Improper Planning and lack of communication created a disruption in the check in and check out time. To tackle the VIP guest issue. Engineering was required all over the resort. Thus lack of communication also affected the engineering department there by affecting the reputation of the resort. F&B director the sales director made a perception that the F&B was not up to the resort standards. Lack of communication deprived Jon from an opportunity to prove himself and enable the resort to increase its in-house F&B earning and largely affecting food sales. Later when the regular rooms were prepared the guests considered it as an inconvenience . as a result the rooms are never ready to the standards promised. The irregular check in and check out timing also affect engineering activities in the resort.Ruth accepts that she forgets to inform the concerned departments about actions to be taken.The reason for this was due to the poor performance of the ex. Train and motivate staff for better performance. Recommendations to the department heads Chief Engineer.The communication between sales and other departments is very necessary because sales department can actually help all the other departments in increasing sales. painting walls which require urgent attention i.e.Thus lack of communication within the organization lead to confusion. Sales Manager. housekeeping. reservation. A list of such things should be made immediately and be taken care off. F&B. engineering etc. If the basics are not working well then there will be no maintenance but only complaint solving.The cleaning standards are not what they used to be so they have to reinforced brought to the level of spick and span rooms.The engineering department should get rid of all the imperfections of the property such as leaky showerheads. poor service and dis satisfied customers that acted as a great problem to various departments examples: sales. plumbing and HVAC system etc. The basic engineering of the hotel needs to be reviewed and actions need to be taken straightaway. . The type of clientele brought to the hotel needs to be improved. All the Food and beverage business has to stay within the hotel. Housekeeper.Hence poor communication among the executive staffs not only reduced the revenue & profits of Sunnyvale Resorts but it also led to a loss of its star making it a 3 star property . the things which are not acceptable in a star hotel and can’t be avoided. This includes electrical. All the executive meetings have to be attended no matter how busy you are. The blocking of rooms for groups should be done with consent of reservations and don’t oversell without prior intimation or block more rooms than required. The things that have happened in the past have to be left in the past and new things are to be done without any anger from past incidents. Any department ranging from front office to maintenance can post anything regarding the rooms.The standards of service need immediate improvements. The restaurants in the hotel need to come up with promotions to sell more food and should not completely rely on sales for business Actions to be taken if department heads don’t work together Ken should first initiate teamwork among departments because there is a very poor communication among staff and if after some time he finds that team is not working together and sales are still going down than he as a general manager should take steps which will initiate departments to work in a team Since the hotel is very old and many of the employees are old He should set rules and regulations for each departments and new property management system should be installed which will tie all departments together. Staffs needs to be tightened up and told that the picnic is over. It is the best tool ken can apply in the operations Ken should try to make plans which will involve all the heads of different departments to work together and achieve targets. It needs to be made sure that there is proper communication with sales and other departments as well. As the introduction of PMS will ensure that each department gets the update of anything occurring in the hotel. This step may help in . Food and beverage manager.Conduct internal meetings to come up with an action plan for better housekeeping. The Average room rate needs to be increased gradually when the property starts coming back on the track. A plan for breakup of rooms to be sold needs to be devised. Reservations manager. 3) He should also put reservations to the sales and marketing department Reservations would decrease misunderstandings and miscalculations. He must set out a working plan with effective instructions. reflecting their behavior at work and keeping their differences aside.making good communication and will further help in making teams which will help in boosting sales Even after this step if the coordination and communication does not get better than ken should try the extreme step of sacking some employees who will continue to perform worse as sales of room is the main concern. improve efficiency and regularize rates. . rules and regulations to bring the departments together as a team and remove the communication barrier. Ken as a General Manager holds great responsibility and needs to raise revenue in a short duration. An outing would not only relax them and give them a break from their daily schedule but also make their communication bond stronger. 2) Holding a meeting with all the head of departments and setting specific weekly plans for the next 90 days This would combine the efforts and work done by different departments for the company's interest and would serve the goals of the company as a whole. 4) A daily operating meeting should be held with the head of revenue center to communicate operating business between different front line departments and also arrange work for the next day. Showing the owner that the resort is getting better The main problems faced by the resort were excessive loss of money caused by a major communication gap between the main departments of the resort. He can bring about these changes in 90 days by: 1) Arranging an outdoor development meeting for all the employees of the company which would emphasize on team work. greater flexibility and increased innovation in a timely manner. Bringing about these changes would increase the morale of the employees and help them to communicate better with each other. . Different departments would be able to work towards the benefit of the company with combined team efforts. The owner of the company would be surprised to see the results with Ken's one direction plan to increase revenue and improve the system of working by helping the departments to work as a whole business settlement.Deciding next day’s work would give them a daily perspective. Ken as a general manager is concerned to the increase in revenue by setting a one direction plan. Internal confusion can be solved by achieving the resort goal as a team rather than every department concentrating on its own departmental objectives. instruction and control in every department.Conclusion The main problems which the resort was facing were definitely the communication between each department due to which they were losing money. The entire team should aim at the success of the Resort and not just its departmental success. regulations. . He should implement rules. Following all the rules will help each department to work efficiently and effectively.