The hotel sector is the largest aspect of the ‘accommodation’ sector. They can range from en or two bed guesthouses to vast luxury hotels. Events – Companies in the events business organizing openings, galas and parties for businesses and individuals. Travel services – This is made up of companies that provide travel arrangements for businesses who pay a fee for the logistical duties that are undertaken for them. Tourist services – An arrangement service that organizes travel options, excursions or accommodation for individuals and groups.
Visitor attractions – This can be anything from a bicycle museum to a theme park, such as Disneyland. Self-catering – This is n-serviced accommodation without the provision of a catered food service. Pubs, bars and nightclubs – Premises licensed to serve liquor. Gambling – Casinos, gaming halls, etc. Contract catering – These businesses provided food and drink for business and private parties. Membership clubs – This is a club that has a no entry policy unless affiliated with the organization. Hostels – Hostel accommodation is usually made up of bunk beds with four to six people sharing a room and bathroom facilities.
Holiday parks – Usually a mix of serviced and self-catered accommodation. Often quipped with plenty of leisure facilities like swimming pools and play parks. A management system sets the goals and objectives, outlines the strategies and tactics, and develops the plans, schedules and necessary controls to run an organization. There are several management systems that have been developed in the past and recent years with the aim of all round co-ordination, simplification, and effective and efficient running of organization’s processes and also offer “quality’ in these processes.
This has left companies basically with two choices: leave these systems to function as specific systems or integrate them. An integrated Management System (ISMS/AIMS) focuses on integrating all the other systems found within the organization, and therefore focuses on integrating three main systems that share common elements which affects almost all departments within an organization or sectors of a specific industry.
As Wilson & Dale (2000) state, the need for an integrated management system has primarily arisen by the decision to implement an Environment Management System (MESS – 1st system), and or Occupational Health and Safety management System (OH & SMS – 2nd system), in addition to Quality Management System (SMS – 3rd system) as seen in the illustration below. As it is seen, the ‘MS is located in the center of these three systems and share common elements.
MESS – is a means of integrating environmental issues into the management function of the organization OH & SMS – Its role is to contribute to systematizing an appropriate management of the risk incurred by the workers/employees and stakeholders through good working conditions (Matins and Cello, 2000) SMS – Its role is more geared towards customer satisfaction and quality assurance in production and service delivery. The first two systems highly focus on the organizations external and internal environment while
SMS focuses on the customer and therefore the integration is fundamentally covers the entire business environment. The hospitality industry which has in recent past seen a shift of interest in business from product based to customer based, where the customer is the king of the industry, is one such industry in which this system applies relevantly. The industry also poses high impacts on the environmental management and sustainability and its success depending highly on health, safety and security provision to its customers.
This next section focuses on the benefits and roles of the ‘SMS in operations of the hospitality industry. This an example of the general benefit of integrating individual health, safety, environment and quality functions. More specific benefits which can be either strategic or operational and can improve effectiveness and efficiency. They include: 1. Increased profitability as a result of better risk management.
Risks are more likely to be identified and treated when processes are reviewed from all angles. There are direct financial impacts arising from each of the functions, for example workplace accidents, pollution hose would have direct benefits for the bottom line. In Jan. 2010, Toyota had a major product recall issue in the US as a result of “sticky pedal”. It was estimated that this resulted in lost US sales of $2. Bin (Christian Science Monitor, 30/0112010) with a further loss of sales worldwide of $bin (BBC News, 02/02/2010). . There is an indirect benefit in terms of reputation risk. For most organizations this is one of the top strategic risks. Quality, a component of the ISM is highly regarded when it comes to the growth of the hospitality industry since it’s among the retreat determinant of reputation. Most sectors depend on the “word of mouth” mode of marketing from the customers they handle in order to attract more customers as a result of good reputation of the industry sold out to other consumers. . Good organization and employee culture is created. Easier compliance, less violations, greater employee participation and ownership leading to stress reduction and better utilization of creativity. For any management system to be successful there is a need for individual ownership. The system has facilitated this within the industry especially the hotels sector where the culture of quality is highly regarded and ownership of the industries goals and visions. 4.
Integration of functions of the industry has helped to rationalize roles and responsibilities. However, if this is not carefully organized, the result can be conflict within the integrated function. 5. The system has prompted better and effective communication. Effective communication is a key element in successfully managing safety, health, quality and environment. Within a structure where these functions have been successfully integrated there is an opportunity for better communication, pop down, bottom up and horizontally.
As poor communication is a frequent contributor to system failure within the industry where the functions are integrated there should be less opportunity for a communication breakdown. 6. Staff training. For better understanding of the system most sectors within the industry have adopted training their staff, which has improved service delivery and production also marketing. 7. By using an integrated system for risk assessment and control it has been easier to compare risks arising from Environmental impact, process failure and elate and safety permitting better procrastination of issues and allocation of resources. N example of such assessment is the “Environmental Impact Assessment”