Patterns of authority

The delegation of authority creates a chain of command, the formal

channel that defines the lines of authority from the top to the bottom

of an organization. The chain of command consists of a series of relationships from the highest position in the organization to the lowest. The chain of command specifies a clear reporting relationship for each person in the organization and should be followed in both downward and upward communication. Following

the chain of command enables each new employee, no matter what

his or her position, to know exactly for whom and to whom he or she

is responsible. When designing an organizational structure, managers must consider the distribution of authority. Defined simply, authority is the organizationally sanctioned right to make a decision. Authority can be

distributed throughout an organization or held in the hands of a few

select employees. Decentralization is the process of distributing authority

throughout an organization. In a decentralized organization,

an organization member has the right to make a decision without obtaining

approval from a higher-level manager. Centralization is the retention

of decision-making authority by a high-level manager.

Traditionally, hotel and lodging management has been very centralized,

probably due to its roots in small, owner-operated lodging. In

recent years, as the hotel and lodging industry has expanded, decentralization

has become a more frequent style of operation.

Decentralization has several advantages. Managers are encouraged

to develop decision-making skills, which help them advance in their

careers. The autonomy afforded by this style of operation also increases

job satisfaction and motivation. When employees are encouraged to

perform well, the profitability of the organization increases.

Many hotel and lodging organizations have begun to empower employees

and supervisors to make decisions that typically have been

made by managers. One example that we have already discussed is the

use of the quality circle. For example, if a front desk agent determines

that a guest’s bill is incorrect, in a decentralized organization the agent

has the power to make the correction immediately. If that same front

desk agent determines that a guest’s stay has been unsatisfactory, he

or she has the power to reduce the guest’s bill by an amount previously specified by management. Additional challenges, control of the

process, and quality assessment become part of everyone’s job, and

each employee is given the authority to take positive actions that will

lead to high quality and improved performance.

Exercise 3. Answer the following questions:

1. What does the chain of command consist of?

2. What are the directions of the reporting relations in a chain of command?

3. What enables each new employee to know for whom and to whom he or she is responsible?

4. What is authority?

5. What is the process of distributing authority throughout an organization?

6. Traditionally, hotel and lodging management has been very decentralized, has not it?

7. When does the profitability of the organization increase?

Exercise 4. English Grammar.

Choose whether the noun is countable or uncountable.

You have 5 minutes to complete the test.

Coffee

? Countable

? Uncountable

Water

? Countable

? Uncountable

A glass of wine

? Countable

? Uncountable

Knife

? Countable

? Uncountable

Table

? Countable

? Uncountable

Furniture

? Countable

? Uncountable

Sugar

? Countable

? Uncountable

Sand

? Countable

? Uncountable

Bus

? Countable

? Uncountable

Traffic

? Countable

? Uncountable