What is a strategy map? Is it just a nice presentation demonstrating company goals? Well, some top managers and business owners think so. In fact, this is not true as an effective strategy map shows both goals and ways to achieve these goals. Besides, some strategy maps are very difficult to understand since they contain complex terms and formulas from strategic management theory. An effective strategy map must be easy to understand even for a person without even elementary knowledge of strategic planning. Such a person should see goals and how these goals will be reached. All the rest is unnecessary. An effective strategy map and shows cause and effect ties between goals and measures. For example, if a strategy map contains just one goal of making much money and no ways to implement it this will be a useless document. At the same time, if such a strategy map demonstrates how this goal will be implemented and what needs to be done in several stages, this strategy map can be considered effective. In
this article we'll talk about hotel management strategy maps.
First and foremost a hotel should develop comprehensive and realistic strategy. It means that strategic goals have to be ambitious and achievable at the same time. On top of that, making a lot of money can be hardly called a strategic goal. A strategy is about future vision, and hotel industry is not an exception here. Thus, a good example of strategic goal would be gaining particular percentage of market share, improve and loyalty of existing customers and attraction of new ones, improving hotel business image and recognition throughout the world and of course increasing profits. Of an effective hotel management strategy map will show what needs to be done to achieve these goals. Balanced Scorecard is perhaps the best tool to design strategy maps that demonstrate cause and effect ties.
All financial goals can be implemented if some improvements are performed in other spheres. As known, Balanced Scorecard consists of four categories which are interrelated: financial, customer, internal business processes, learning and growth. A hotel strategy map will show cause and effect ties between all categories and key performance indicators that each category contains. For instance, in order to increase revenue (financial), it is necessary to attract new customers (customer) which is possible on lee through introduction of new services and improvement of internal procedures (internal business processes) while this is only achievable through improvement of personnel professional level (learning and growth). This simple example demonstrates cause and effect ties between Balanced Scorecard categories and key performance indicators. For example such key performance indicator as customer loyalty directly affects revenue growth since loyal and satisfied customers are more likely to stay and the same ho
tel again. Thus, the hotel strategy works in the long term which contributes to competitive advantage in the market. It needs saying that Balanced Scorecard will perfectly work and the hotel will improve its performance only if improvements in the four categories are achieved. This means that the hotel should be ready for changes.