Professional Documents
Culture Documents
INTRODUCTION
Incorporated in August 24, 1910 Annual turnover stood at $7 billion Renamed ITC Limited in 2001 Employs over 29,000 people at more than 60 locations across India World's Best Big Companies, Asia's 'Fab 50' World's Most Reputable Companies by Forbes magazine
MISSION
To In
Delivering
value.
VISION
Sustain One
ITC's position
growing value
VALUES
Trusteeship Customer Respect
Focus
for people
Excellence
Innovation
Nature
Orientation
ITC HOTELS
Launched in 1975 - The Greenest Luxury Hotel Chain in the World India's second largest hotel chain Pioneered the concept of 'Responsible Luxury' in the hospitality industry
BRANDS OF HOTELS
CATEGORY
LUXURY
BRAND
ITC Hotel: Luxury Collection
POSITIONING
Mansions of Luxury
UPPER UPSCALE
WelcomHotel:Sheraton
Fortune Hotels
HERITAGE
WelcomHeritage
Responsibility Centre
Cost Centre
Laundry Engineered cost Centre Engineering Maintenance Training and accounting Discretionary cost Centre Human Resource
Revenue Centre
Room, Reservation Sales department
Profit Centre
F&B department/manager
Organizational structure
FUNCTIONAL
ORGANIZATIONAL
The organizational structure at ITC Hotels consists of eight functional departments, namely:
Food and Beverages Production Food and Beverages Service Front Office Housekeeping Engineering Sales Finance Human Resource
Q-2 How do ITC assure that after having so many department there is optimum co-ordination between the department?
JOB KNOWLEDGE Punctuality Skills Attendance Efficiency Initiative Attitude towards work Responsibility Co-operation
25-60
Average Worker
One increment
60-80
Needs to be groomed
Should be retained
Good
Two increments
80-100
Excellent
Three increments/Promotion
Financial Perspective
Employee Perspective
Social Perspective
Q-3 Is the method used by ITC for performance management appropriate for their control systems?
CULTURE
PARTICIPATIVE
Promotes Offers
STYLE of management
diversity
Culture A
discrimination-free workplace
Q-4 How important role does the organizational culture play in ITC Hotels control process?
Model
Process
Line Charts
Proposed
F&B Revenue per night Revenue per staff member Expenditure per staff member Energy expenditure per night
Guest satisfaction
Staff efficiency Quality leisure services.
Service Blueprinting
Map or a diagrammatic representation of service delivery process Helps in identifying recruitment, training and development needs
Budgeting Improvements
introduction of Zero Based Budgeting Gives hotel operators the flexibility to create different scenarios and associate each expense as it relates to the business General Managers must involve all departments when preparing monthly forecast and annual budgets. Make department managers part of the planning process
THANK YOU
Group Members