DEPARTMENTAL SYNERGY

Apart from the CIA, otherwise known as the Central Intelligence Agency there are officially other fifteen security organizations in the United States. This figure excludes several other ad hoc tactical military intelligence units against terrorism, cyber warfare and information war. Add all these to other classified covert operations and you'll have a fair idea of US security might. With this entire seemingly impregnable defence network, America is still a sitting duck to foreign security breaches. This is not our destination, let's backtrack time and destination.

Lagos. 4 Am. I had been standing behind the reception desk for close to 5 hours in then the best hotel in the country attending to layovers. Operations were manual and I was visibly tired. Briefly, I took time off to go to bathroom (that’s what Americans call toilet). While I was away, the phone rang ceaselessly and none of my colleagues picked it up. The following day a query was waiting for me for not attending to a guest’s call who incidentally is an American. Can two work together except they agree? Am not sure the Bible answered that question, maybe it was meant to be a rhetoric question. But we will attempt an answer on this page. Synergy.

Hotel operational training then was hopelessly limited to your department and responsibility was restricted to your area of operations. In other words, you are not procedurally allowed to even show up in areas outside your primary jurisdiction. For strict compliance, you are not residually trained for such 'intrusion'anyway.

For two or more to work together, it’s imperative they agree. Right from the onset, the vision and mission of the organization must be in clear perspectives to all shareholders especially the employees. The head of the hotel must also set long term objectives for the entire team and clearer short term goals for the various departments. This is where most organizations get it all wrong. Areas of possible collaborations are often not defined. For efficiency, sales and marketing department must source for information for the front office department to work with. Similarly, sales forecast and reservation information must be shared with all departments including housekeeping/laundry. Excessive focus on just your departmental goal at the expense of the overall goal is detrimental to the spirit of synergy.

Objectives without numerics are at best a vague thought. Percentage must be attached to goals. For example, increasing room revenue by 10% within the first quarter of a financial year is a clear cut objective and simply not a function for the front office alone. The housekeeper must know that if they don't turn out clean rooms the overall purpose may be defeated. The engineering department must know that keeping all facilities running like Apple apps is crucial to the success of the set goal. Similarly important is the issue of incentive for all involved when such goals are met. This will eliminate unhealthy rivalry and petty jealously amongst departments. Regular interdepartmental meetings to review set goals and processes is also key to the overall performance of the entire team. Inter departmental cross training will expose employees to the inner rudiments of departments outside their primary operating area thereby helping them to appreciate the challenges therein.

Put all these in place with the assistance of a decent hotel consultant and you may escape being a sitting duck for guests’ criticisms, run of poor sales and declining service delivery. Like the United States, put your trust in the Lord and like the Chinese choose to synergize your operating departments. Still in doubt? Watch 24.