Hospitality Industry - Management of Organizational Culture

In this report the researcher aim to discuss the key elements, and management of organizational culture specific to the hospitality industry as well as how organizational culture can make an organization exceptional and incomparable to other organization.

Organizational culture is the workplace environment from the interaction of employees. It is the behavior that subsidizes the uniqueness and psychological environment of a company (Greenberg 2011). Organization culture is a thought formed by values, norms guiding belief and understanding that is shared by members of an organization and taught to new members as correct (L. Daft, 2004).

For the hotel/organization to grow it is essential to identify who is the target market. (Tominz 2012) In order for the hotel to know which and type of product they need to offer. Hospitality industry is a service industry, where staff directly serves people; guests choose a certain organization mainly because of what the business is about. Managing cultural organization is vital in order to deliver the right impression to make people understand what the company stands for and what is expected from it. Furthermore, the goal of organizational culture is to set guidelines on how employees are expected to behave and how to treat people/guests (Nutley and Mannon 2000).

Culture is mostly about people, especially in service industry, it is important to set your organization’s mission and beliefs as well as finding the right people fit the job and will commit to the company’s values. Employees who understand their workplace culture have a better knowledge on the company’s goal and what they should deliver to the guests.   For example, if the organization is a theme park like Disney land the company should hire staff that is friendly, guest-focused to be able to do the job properly. Hiring people who fit well with the culture of the company are more likely to have a long –term commitment. Each culture is unique and distinctive. The Key elements of having a successful organizational culture are listed down below.

Physical Structure and Symbols

The dictionary defined symbol as something that stands for or suggest something with reason of relationship or resemblance (Webster’s Seventh New Collegiate Dictionary: 892). With physical structure and symbol it allows the company to show their social standing. Through symbols and trademarks Company were able to express itself in hundreds of variation.

Hilton Worldwide uses shape and color to present what their company signifies.  Hilton used a platinum gold stylized H which signify quality and richness of Hilton heritage, while the two halves are the reminder of Hilton’s storied past and vibrant future while the open curves indicate welcoming and the curve and round edges imply globe (Hilton 2015).

Values and Belief

Each company has their own unique set of goals, belief and values.  These are the missions and vision of the company, with this people will know what the company stands for.  With this it can guide and define how corporation would behave and what are their commitments.  Organization establishes core value as a guiding principle to the members of the company to follow these principles. Values also are the standard and how the company wants people to see them such as employee dress code (Stone 2011). According to John Seesly talented people want to be part of something that they can believe in, something that confers meaning on their work and on their lives that involves a mission ((Brown and Don, 2006).

Stories, Myths and Legends

        Telling how the company started and personal stories of the founder allows the employee to feel that they are part of something unique and special.  Organizational stories and legends is one of the most effective ways of communicating cultural values to employee. This also give the employees knowledge where and how the company started and where it originated.

Rituals and Ceremonies

Rituals are program that each and employee needs to do and contributes to the operating procedure of an organization through the active participation of the organization’s member. An example of this would be Hyatt, every morning all housekeeping are required to attend the meeting session before they can proceed to work, in this briefing the way how to greet the guest and serve the guest is informed this is to ensure that staff is well prepared and committed to the standard of the hotel  (L. Daft, 2004).