HIERARCHY MATTERS!
There’s a reason why hotels have used an almost military-like rigid communication flowchart for operational success: IT WORKS. Thank you Bruce Hraba, my pop, for having put this together at the request of owners, a few years ago. I’ve meant to put this together for some time, and will add the spreadsheet itself so you can share with owners, staff, or people than need a visual explanation of why communication, and how it disseminates across the structure of the hotel ownership down to the property clearly, transparently, and concisely. Hospitality is about service, and service is about being informed and consistent. As soon as that seamless curtain of service is broken, the guest experience falls apart.
Spreadsheet so you can add people’s names, show management, etc —–> COMMUNICATION FLOWCHART HIERARCHY PROJECT
I know most of you operational or management people have dealt with poor communication, and the toxic environment it can cause. It it isn’t on property gossip, it’s disruptive, damaging mis-communication, back-channeling, or deliberate interference. Often times, the intent and actions of our owners or managers are meant in good faith, and with the greatest of intentions. However, when the hourly, line, and workers in the trenches here a few different stories, or ideas, or operational procedures, it gets confusing, really quick. For example, you’ve all seen this… a little bit of non-hierarchical communication, that cause confusion, gossip, and misinfo:
This begins to cause a number of problems. Owners and managers might think of themselves as friends, but the innocent self interest of all involved will muddy the clear vision of the ownership –> management company —> managing director at the property. As soon as the managing director loses control, the ship starts to become unstable, and all the parts aren’t in unison, or rhythm.
What your property should look like, is the below. Clean, simple lines of communication that will flow evenly, clearly, across all lines.
But that’s the idealized version, while the first version is often the norm. However, it’s important to know, in this modern reality, it can get bad. Real bad. Do you want to know what that looks like? We’ll call it a disaster. The result?
High turnover of General Management and Director Level Management, as well as an increasing need to pay these position far more than market salary rate due to developing a reputation for difficult in managing both up and down… so all recruiting costs go up. All labor costs go up. You are in big danger of being unionized due to mixes messages and management inconsistency. Operating costs are far higher due to mis-communication and meddling. In the end, no employees understand who is in charge, there are no clear lines of authority (IE accountability to get things done properly) or communication. It wages a war on morale, and creates massive inefficiency.
We’ve all had communication problems, and we could all learn to communicate with more acumen and empathy. For the earnest who simply do not understand, or those who need a reminder, please feel free to use this spreadsheet to teach people the need for a clear hierarchy of communication, and a clear flowchart of accountability and ownership of duties. To be successful, everyone has to be on point and on the same page. As soon as those lines of transparent lucidity are challenged, the wheels fall off fairly quickly… and they’re hard to get back on. Especially when the car is moving.
COMMUNICATION FLOWCHART HIERARCHY PROJECT
Here’s a nice list of what is being communicated properly, so that ownership doesn’t have to get over-involved with staff at the property level:
