PLC 5

 WOW Hospitality Organizational Structure

WOW Hospitality Concepts Inc. is a restaurant and catering company which multiple fine dining restaurants in Manitoba operate under. I have personal relation to this company, as I work at one of their restaurants, Peasant Cookery. 

WOW Hospitality has 6 main objectives that they present to staff upon hiring. They are as follows:

1. Wow our guests

2. Wow our employees

3. Wow our community

4. Wow our shareholders

5. Wow our competitors

6. Wow ourselves

The company puts a strong emphasis on the fact that they value all members involved in their business operations. They recognize that treatment of employees and functional management transfers over into how we treat our guests, and ultimately the reputation of the business. 

Pestel Analysis of External Environment

When analyzing the political environment, its evident there have been many concerns regarding covid-19 in the past. WOW hospitality had to make adjustments over this period to stay in current compliance with health orders, and to ensure a feeling of safety for the guests. From an economic standpoint, a positive increase in the economy is a positive for us, as fine dining is more of a luxury good that individuals will only spend on when they can afford it. We can definitely tell when the economy is taking a downturn, as it did from 2020-2022. Looking at the social environment, we very much understand that all guests will have different views and beliefs, and employees are advised to stray away from communicating on these topics with guests to keep conversations friendly. Looking at the technological aspect, one big change in recent years has been the popularity of food delivery services. many customers have transferred to eating at home rather than going out, and we've had to adjust accordingly by improving methods for takeout food. Environmentally, people have started to care a lot more about waste generated by restaurants, we've taken measures to switch from plastic to paper containers and bags, as well as minimizing food waste. From a legal standpoint, there are many regulations surrounding the food and beverage industry, which are reminded to staff regularly, especially in the case of liquor laws. 

Internal Analysis of Components

In the case of WOW Hospitality, there is a very strong common purpose. The goal is to provide the best experience possible to guests in hope that they become returning customers, and this is enforced by upper management setting clear standards of service. There is self motivation for employees, as a large portion of income comes from tips based on quality of service. This method works well, as guests receive the best service possible, employees do the best work they can to increase their income, and to executives, this all results in better reputation for the company. 

Coordinated efforts is an important factor as well, as restaurant's profit margins are always very slim. There's always a strong emphasis on reducing labour costs wherever possible, to maintain profitability. For managers this means hiring employees who are efficient, this means that employees must make the most effective use of their time while working. This system generally works well, as it means employees can work hard for the time they are working, and have more free time in their lives to pursue other activities. In a way it provides strong work-life balance.

Division of labour is not as complex, for most restaurants there is simply a manager on duty, a head chef to manage the kitchen, and servers to provide the guest experience.

Hierarchy of Authority is very prevalent in this company. There is one owner of the company, who generally gets the final say over any changes that are to be made in the business, from everything involving marketing to menu changes. There is also a vice president who oversees that each restaurant is functioning accordingly, and proposes ideas or concerns to the owner. The next in line are the managers, who report to the vice president, and oversee staff onsite. 

The ideal structure for WOW Hospitality would be the team structure. I think the one thing lacking in their structure is the opportunity for feedback and creativity among it's lowest level of employees. If there were to be more room for criticism or concerns from staff, then improvements could be made to the operations being done day to day. Perhaps scheduling monthly team meetings could help transition into this structure. The servers and cooks are the employees who directly witness the system we operate, and therefore will have the best idea of what needs alterations. Allowing for creativity could improve morale in the workplace as well, If employees were able to come up with new menu ideas that best suit guest preference, they will be more excited to serve it.

Below I have included an organizational chart representing one restaurant's hierarchy.



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