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Organizational culture refers to different values and attitudes that define the operations of the organization. Organizational culture is similar to other cultures where people work in life because they develop spontaneously and it is also naturally with time (Lee, 2020). Organizational culture-specific to the hospitality industry is the main growth aspect of a business. Since, the hospitality sector is highly specialized and categorized in various facets. So the organizational structure & culture that is followed in this is different unlike other industries. In this essay, insight has been given to the organizational culture of the hospitality industry.
The hospitality industry plays a major role in every region's economy as it complements an intangible experience brought by scenic spots, historic locations, and tourist destinations in every continent. Unlike other industries, the product or service provided in the hospitality industry is intangible (Jung et al., 2009). It can neither be inventoried nor standardized. Hospitality service is variable in every customer, and the key to achieving a quality service is being able to identify the customer's definition of quality.
Traditionally, the management structure starts with the top management flown down to the bottom. There is hospitality service in the food and restaurant industry, recreation and leisure, hotel, and others (Grady and Ohlin, 2009). Employees are well-trained to a particular skill-set, and seldom that these employees can be transferred to another job with a different job description. For example, a cook can only be designated in the restaurant or kitchen under the supervision of the head chef.
The industry's culture is deeply customer-centric. They are highly invested in knowing and understanding the customers' wants and needs. Creating a remarkable customer experience is the main objective of every employee regardless of the work you do. To achieve that goal, you have to create an experience that entices all senses. Taste from the food you serve; sight from the views you offer; smell and touch from the room or place you provide. A good competitive advantage for a hospitality firm is being able to tailor-fit your service to every customer by incorporating quality in every sense (Alvesson, 2012). Also, being able to establish an authentic relationship by understanding the importance of their feedback is good leverage for any firm in the service industry
In the era of technological advancement, there are a number of opportunities in the hospitality Industry. The industry can leverage on easy access to their customers. They can reach and communicate to their potential markets easily through paid advertisements, online bookings and reservations, and shared space for reviews and helpful suggestions.
The industry also faces a number of challenges as well. This sector is highly dependent on weather conditions in the region they are in. Additionally, the world is facing challenges in this pandemic that lead to limited access to travel and tours. It is a major threat the firms are currently facing in but with continuous adaptation to the ever-changing consumer demands, firms will be able to make ends meet even during trying times. It is also a significant threat that there will be a shortage of experienced personnel with the much-needed skill-set. Take for example a cruise ship firm would have a limited workforce due to travel restrictions since the majority of their workforce are expatriates from different countries (Häusler, 2017). These threats are highly unmanageable since it may be caused by uncontrollable factors such as the pandemic, calamities, or political unrest.
Regardless of the boundless analysis of the way of life the executives approach by regarded scholastics, late reviews demonstrate that supervisors are proceeding to participate in arranged social intercessions. Undoubtedly, reports show that overseeing authoritative culture is one of the most well-known types of administrative intercession, with one study inferring that more than 90% of associations participate in arranged social change (Dwyer, Teal, and Kemp, 2007). The following are the concepts of organizational culture.
A major feature of this industry is of Recruiting and Training with Care. Culture isn't generally about system however it is more about people, especially in the organization orchestrated neighbourliness business. To make the neighbourliness culture you need, it's basic to portray your focal objective and characteristics. The basic second step is finding people centered on these norms and your concept of an assistance culture (Kozak, 2016). At the point when you have delegates set up, uphold the positive qualities you're looking for, being sure to show others how it's finished.
Another aspect associated with the hospitality industry is that of Encourage Commitment. This is an incredible device for advancement in the perspective on hierarchical culture. Right when you utilize people who fit well with your lifestyle, will undoubtedly ensure a drawn-out duty from them (Goss-Turner and Boella, 2013). Put assets into making delegate scopes of capacities by sending laborers to social affairs and continuing with guidance courses.
Good leadership is another concept or element of organizational culture in the hospitality department. People should be provided with proper leadership to ensure that they can stick to the culture of organizations for productivity (Kozak, 2016). An expert provides great points on the role of leadership. Organizations in the hospitality department cannot thrive without proper leadership.
Ownership is another concept of the organizational culture in the hospitality department.
One of the steps towards building a strong culture in organizations that are in the hospitality industry owns the culture. Since it incorporates a variety of behaviors and operations that define these cultures, it has been considered important to ensure that all employees can own the culture (Häusler, 2017).
Thus the organizational culture concerning the hospitality industry is diverse and variant. It has a large number of concepts and each concept has so much scope to diversify the roots of the industry. Although the industry faces certain challenges but altogether with effort and strategic planning it can overcome any threats and hurdles in the business in the coming years. Thus, the hospitality industry in terms organizational culture has a large number concepts such as Ownership, Good Leadership etc. These are inherent deeply in the industry and are of great relevance as these ensure that operations and activities come from within.
Jung, T., Scott, T., Davies, H. T., Bower, P., Whalley, D., McNally, R. and Mannion, R. 2009. Instruments for exploring organizational culture: A review of the literature. Public administration review, Vol. 69, No.6, pp. 1087-1096.
Grady, J. and Ohlin, J. B. 2009. Equal access to hospitality services for guests with mobility impairments under the Americans with Disabilities Act: Implications for the hospitality industry. International Journal of Hospitality Management, Vol.28, No. 1, pp. 161-169.
Häusler, N. 2017. Cultural Due Diligence in Hospitality Ventures: A Methodological Approach for Joint Ventures of Local Communities and Companies. Germany: Springer International Publishing.
Kozak, N. 2016. Tourism and Hospitality Management. United Kingdom: Emerald Group Publishing Limited.
Goss-Turner, S. and Boella, M. J. 2013. Human Resource Management in the Hospitality Industry: A Guide to Best Practice. United Kingdom: Routledge.
Lee, J. 2020. Accelerating Organisation Culture Change: Innovation Through Digital Tools. United Kingdom: Emerald Publishing Limited.
Alvesson, M. 2012. Understanding Organizational Culture. United Kingdom: SAGE Publications.
Dwyer, L., Teal., G. and Kemp, S. 2007. Organisational culture & strategic management in a resort hotel. Asia Pacific Journal of Tourism Research. Vol. 3, No. 1, pp. 27-36
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