C/M/346. Master’s Dissertation + Proposal. The Radisson Edwardian and the Hilton UK: the organisational structure, culture and performance of hotel groups.

This paper is a dissertation which aims to aims to explore the impact of organisational structure on the performance of two hotel groups, the Radisson Edwardian and the Hilton UK. The methodology explains and justifies the approach that has been taken by the author. The literary review and empirical research undertaken has explored the theory relating to organisational structure, leadership and management, culture and how they relate to organisational behaviour. The primary research that has been carried out has established employee perceptions of their experience of working in the hotel group the Radisson Edwardian. Further desk research attempted to determine the organisational behaviour at the Hilton group, the desk research also identified the organisational structures of the groups and other management information. The key for a successful organisation does seem to be related to the structure, it has been found that flexible, flat structures are more beneficial to the hotel industry where the guest requirements are multi faceted and where operational employees may need to make decisions. It has also been found that empowered employees are more likely t lead to high levels of perceptions of customer satisfaction.