IntroductionIn this report we will analyze the industry context using three contrasting hospitality businesses. The contrasting hospitality businesses will be Wivenhoe House as a boutique hotel, Milsom's, which describes itself as a 'relaxed bar/brasserie and hotel' (Milsoms, n.d.) and Novotel near Tower Bridge. The management structure of each of these three businesses will be compared, and staff distribution and operational characteristics will also be discussed. The products and services of the three companies will be critically evaluated and recommendations will also be provided. Finally, a guest satisfaction system will be chosen for each property and discussed to see if the system helps the company respond to changing customer needs. Management Structure A management structure, also known as an organizational structure, is a way of showing the hierarchical arrangement of a business and the functioning of the business chain of command. This is normally shown in the form of a graph. See below for an example. Michael J. O'Fallon and Denney G. Rutherford (n.d.) There are different types of management structure, such as tall and flat. Tall organizations have many levels of hierarchy while flat management structures have few levels of hierarchy. Even in a flat management structure, the span of control (the number of people reporting to one person) is large, which means that tasks must be distributed. This can be seen as a disadvantage because if there are many people reporting to one manager, it may be more difficult for managers to maintain control, which in turn could have a negative effect on the company and the guest. (BBC, n.d.). Another definition of span of control is “the number of subordinates a manager can manage… middle of paper… n-Kucher & partners, (2012). UK Business Excellence. London. (pp. 5-235). Lewis and Trevitt (2000) Business for professional A levels and AVCE. Surrey. Stanley and Thornes LTD.Novotel (2013), online at http://www.novotel.com/gb/hotel-3107-novotel-london-tower-bridge/index.shtml. Last accessed 11/14/13Michael J. O'Fallon and Denney G. Rutherford (n.d.) Hotel Management and Operations. New Jersey. John Wiley & Sons, inc. p.86Michael J. O'Fallon and Denney G. Rutherford (n.d.) Hotel Management and Operations. New Jersey. John Wiley & Sons, inc. Milsoms (2013) Online at http://www.milsomhotels.com/milsoms/ . Last accessed 14/11/13Moonlight Manifesto (2012), online at http://moonlighthk.blogspot.co.uk/2012/01/using-tripadvisor-benefits-and.html. Last access 14/11/13Dr. RK Singla (2010) Principles of Management. JN Printers, Delhi. VK Enterprises (India).