Designing a seamless hotel organization

As hospitality customers become more seasoned, well‐travelled and quality conscious, a hotel’s organizational structure must facilitate the implementation of strategies designed to provide higher levels of service quality. This article discusses the weaknesses of the current organizational structure of hotels and presents a framework for the development of a seamless hotel organization. This modified structure is more favorable to the creation of an environment where customer service quality is the organizational driver, allowing hotels to develop service quality as a true competitive advantage.