Improving hotel efficiency through integration of service and project management cultures

Abstract

This article proposes that efficiency of hotel organizations could be improved by integrating service-oriented operations with project management principles. Such integration would instill innovation, proactive attitudes and regulated risk-taking needed to pursue ongoing improvement and proactive response to change. By managing each change as a project, embedded in smoothly running operations, hotels would extend their life span by continuously reinventing themselves. The implementation of such strategic shift would necessitate reliance on empowered staff, placed in a flexible environment that engenders favorable climates for service, innovation, and strategic human resources (HR). The end result is synergy achieved through a complementary mix of service and project management cultures.