Title Page
Contents
1. Introduction 6
1-1. Research Background 7
1-2. Research Purpose 9
2. Hotel Industry 11
2-1. The overview of the Hotel Industry 12
2-2. The overview of H Hotel 13
A. H Hotel History 13
B. H Hotel International Organization Structure 14
C. H Hotel Organization Structure 15
D. H Hotel Current Communication Channels 16
3. Research Framework and Method 17
3-1. Research Framework 18
A. Research Framework 18
B. Checking points of Top - Down Communication 19
C. Checking points of Bottom - Up Communication 20
D. Checking points of Sideway Communication 21
3-2. Research Method 22
A. Research process 22
B. Research Method 23
4. The case study of H hotel 24
4-1. Case study - Rooms 25
A. Top-Down Communication 25
B. Bottom-Up Communication 26
C. Sideway Communication 27
D. In-depth Interview 28
4-2. Case study - F&B 29
A. Top-Down Communication 29
B. Bottom-Up Communication 30
C. Sideway Communication 31
D. In-depth Interview 32
4-3. Case study - Culinary 33
A. Top-Down Communication 33
B. Bottom-Up Communication 35
C. Sideway Communication 36
D. In-depth Interview 37
4-4. Case study - Other department 38
A. Top-Down & Bottom-Up Communication 38
B. Sideway Communication 39
C. In-depth Interview 40
4-5. Action plans in general 41
1. Organize Communication Monitoring Team 42
2. Create Online Employee Notice Board 43
3. Establish Policy & Procedures of Departmental Briefing / Meeting 44
4. Improve working environment in F&B and Culinary to support desk-top PC 45
5. Conduct Training of Communication Skills 46
6. Introduce "Breaking-Wall" Program and Familiarization across Departments 47
5. Conclusion 48
5-1. Summary 49
5-2. Implications for Internal communication Strategies in the Hotel Industries 51
References 52
Appendix 53