Organisationsprocesser på hotell i Sverige : En jämförande studie mellan nyöppnad och löpande verksamhet

Sammanfattning: Sweden’s tourism increases and new hotel opens. Since 1978 to 2011, the hotel rooms in Sweden doubled. International congresses, sports- and artistic events are a few examples of what affects the hotel industry. Sweden is seen as an attractive destination and future forecast looks to have a positive trend. This paper examines the organizational processes at three hotels in different chains. In order for an organization to function they need to organize. When people together perform a task a process is created. In a hotel organization, it’s important that everyone strives to satisfy the customers need. Customer focus is a competitive advantage today. To achieve this, the organization must have clear focus and distinct processes. Core processes are needed to clarify the processes in an organization in order to work towards goals, strategies and overall visions of the hotel. The purpose of the paper is to examine how the organizational processes look on hotels in Sweden. A comparison is seen from when the hotel opened to how hotels work in practice. To gain insight into this, qualitative interviews are used. All of the respondents interviewed are anonymous as an ethical approach is central to the paper. In the theoretical framework is previous research as Total Quality Management, differentiation and service and processes and control in organizations. The management team has a responsibility to communicate their goals and visions for all employees in order to avoid misunderstandings. A better organizational culture is created and a greater understanding for the decisions that are made is shown if everyone in the organization can be participants. All the hotels are working with customer surveys for quality assurance. This shows that the customer is in focus and due to this the hotels can develop the service and quality. During the opening process of all the hotels in the paper the organizational processes has been structured but still have various problems arise. Communication between employees has been shown to be important and to learn from and with others. To minimize the problems when opening a hotel there should be a project team who has the knowledge of the area. Opening a hotel often results in lack of time and hiring experienced staff can minimize this time constraints because of shorter introduction and training is required. The management team should be clear about the organization’s core processes towards its employees so that unforeseen situations can be fixed more smoothly. At an opening process more or less problems will always be there but an organization can minimize these by acting as a learning organization. A customer focus is also important.