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Chain Hotels (example: Andaz (London Liverpool Street), Hyatt) Hm.S5-07 …

- - - - Chain hotels (and so Andaz as well) consist of a combination of the three types of operations. Hotels make use of information systems that process guest information for example during a check in (using Opera). As a hotel is a service industry, they make use of CPO as well. Staff interact with guests all the time to ensure a nice experience (an example is the interaction between receptionist and guest during a check-in). Andaz makes use of MPO for example when offering a welcome drink to the guest upon check-in, when the drink is made/processed.
- - - - Andaz has a divisional form of organization as there are managers within departments that focus on a specific market or region. For example: At Andaz there is a revenue management department. Within this department there are several regional managers that are each in charge of a different market segment.
    - - Andaz has a functional organizational form as the hotel operation is divided into several departments based on function. These departments are for example: Revenue management, Accounting, Front Office, Guest relations, Housekeeping, Food & Beverages, Engineering and IT.
- - - - The start up of a new franchise hotel within a chain group is not very hard, as the concept etcetera is already there. The new hotel needs to follow the excisting concept such as vision and mission, core values, but also the design of the chain group. This can sometimes be a challenge for start ups as they are very limited in their own thoughts.
    - - In this stage of the hotel procedures and standards are set. For a franchise start up, a lot of procedures and standards are already set by the headquarters of the chain. Procedures like check-in procedures can be personalized per hotel.
    - - During the growth stage of a chain hotel it is not about gaining brand recognition as this is already obtained by the chain itself. It is however important to keep the customers happy and make sure they stay loyal to your property.
    - - During the maturity phase the hotel has set it's standards and procedures and gained loyal custromers. In this period it is key to keep up the standards of the hotel and make sure to keep maintaining the hotel, customer relations and the standards. As a franchise hotel this is reguraly checked by the headquarters of the chain. For example by means of a mistery guest.
    - - During the declining phase it is important that the brand stays innovative. Especially nowadays technology is developing very quick. Chain hotels must keep up with these changes.