This paper has focused on the Squire Hotel Group and how the application of EFQM model 2010 can be used to provide a framework for the enhancement of organizational performance. Various issues have been identified facing the Hotel group, including lack of a formal method of collecting information; the demand of beds by the tourists compared to the supply; competition and tight budgets set by the head office. It is evident that the application of the EFQM model, especially the nine criteria, will enable the company to overcome these issues and improve on its performance. This is based on the fact that some companies, especially in Europe, have made use of the model and have turned out to be successful. In order to be successful, the Squire
The weekend occupancy is quite low, with 30 percent occupancy, and most of the clients buying the weekend break packages. Squire group hotel does not have any expansion plans in the offing and is mainly concentrating on improving and increasing its market share.
Squire hotel, Oxford, has a total number of 41 bedrooms and is located near the Magdalen College. Its rooms are well decorated, each with a well designed mahogany desk and a clock. It has 40 staff, majority of whom are fulltime. Out of the 40 staff 20 work on food, 10 on liquor and 10 on the apartments. Each restaurant and bar has a manager. Staff turnover is about 70 percent. The restaurant at the Oxford hotel has 20 tables and has a capacity of 100 seats. Most of the clients during the day are local businessmen, visitors to the Magdalen College and tourists.
The managers overseeing the restaurant have substantial authority on staffing, purchasing and menu planning, though their budget must be within the limit of the head office. These budgets, for instance spell out the individual staff costs for breakfast, lunch, dinner and food costs. The total costs of the staff and food are reported on the weekly basis to the respective hotel manager. All the branch managers are answerable to the head office, which is responsible for making the overall decision. Decisions are usually made trying to incorporate the different aspects of the location of hotels, as well as the requirements of the local community.
Key Issues