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1、1.Analyzetherelationshipbetweenorganizationalgoals,objectivesandpoliciesandexplaintheircontributiontoeffectivemanagementintheShangri-laHotelcasestudy.Organizationalgoalistheexpectedresultsofsubjectivevision,isformedinthemindofasubjectiveideology.thegoalsincludefivepartsfollowsCustomergoalsfo
2、cusingoncustomers’needs,benefits,services,etc.ForexamplepeoplewholiveintheShangri-laHotelareneedcomfortableroom,deliciousfoodandexcellentservice.Productgoalsrelatedtotherangeofproductsincludingquality,quantityandservicesonoffer.ForexampleCraigisconvincedthatusingthefreshestmeat,vegetablesand
3、fruitfromGordon’sfarmisessential.Operationalgoalscoveringareasliketechnologyormachinesused,staffinglevels.Craigmustmakesurethatallcustomerswouldbeattendedtowithinfiveminutesofbeingseated.Secondarygoalssubordinatetotheabovethreegoalsandrelatingtoenvironmentalissue.Attheendofeachweek,Craigalwa
4、ysprovidedfreedrinksfortheteamtocelebrate,andtheteamalwaysenjoyedtheseget-togethers.Servicegoalsiseveryemployeeshouldbeagoodprofessionalqualityandprofessionalpersonalintegrity,intoeverydaytodealwithcustomersdoeverything,intothecustomer’sperceptionandrecognition.Thehotelwanttocustomersfeelple
5、asantinthehotel.Organizationalobjectivesaremorespecificthangoalsandidentifythespecificpathtobetakeninordertoachievegoals.IthastobeSMART(specific,Measurable,Attainable,Realistic,Time-bound)Specific:objectivemustbedetailedanddefinite.Measurable:objectiveshouldbeassessbyconcretestandards,includ
6、ingAttainable:objectivesetbyorganizationcouldbeachievableandaccessible.Realistic:objectiveshouldbebuiltupinobedientwithrealcapabilitiesandactualcondition.Time-bound:objectivearesetontimeandshouldbeadaptedtotheconditionchange.Incase,undercontrolofAilsa’smanagement,Shangri-lahotelbecamethefirs
7、thotelinGlasgowtoachievetheprestigious5-starAAaward.Organizationalpolicies:theseprovideaframeworkofrulesorguidancewithinwhichmanagementandstaffcanmakedecisions.Intheshangri-laHotel,ThefistruleisthereputationoftheShangri-laHoteldependedonhighquality
