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DEVELOPING THE HOSPITALITY culture: everyone serves!
Transcript of DEVELOPING THE HOSPITALITY culture: everyone serves!
culture and reputation
stories, legends, and heroes
LEADERS TEACH THE CULTURE
- are another way of transmitting cultural beliefs, values, and norms. They communicate proper behaviors and the right and wrong way to do things.
GUESTS TEACH THE CULTURE
CULTURE AND THE ORGANIZATION CHART
Leadership is an important function of management which helps to maximize efficiency and to achieve organizational goals. The following points justify the importance of leadership in a concern.
The Manager's Most Important Responsibility
- Excellent managers communicate culture to employees, the value of creating a strong culture versus a weak culture, how to change an existing culture and how managers can work with their culture to ensure that it supports the organizational mission of service excellence.
CULTURE AND THE ENVIRONMENT
The organization's culture, then, represents a shared learning process that continues over time.
Communicating the Culture
-while the substance of culture is a set of assumptions that lead to beliefs, values, and norms, culture is communicated to those inside and outside the organization in a variety of ways.
The Importance of LEADERS
-Builds work environment
A company's culture, like a person's character, drives its reputation. Companies whose culture honor customers, employees, and shareholders usually have excellent reputations with all three groups.
ORGANIZATION'S Culture IS A WAY OF BEHAVING, THINKING, AND ACTING THAT IS LEARNED AND SHARED BY THE ORGANIZATION'S MEMBERS.
1. LOOK EVERYONE
IN THE EYES AND SMILE
2. SPEAK FIRST AND LAST
3. LOOK SHARP
4. KNOW YOUR STUFF
5. DISCOVER AND DELIGHT
6. MAKE IT RIGHT
STAR employees delivering flawless service to customers seeking meeting, convention and leisure experiences
BELIEFS, VALUES, AND NORMS
Beliefs - form the ideological core of the culture. Beliefs define the relationships between causes and affects for the organizational members.
Values- are preferences for certain behaviors or certain outcomes over others.
Norms- are standards of behavior that define how people are expected to act while part of the organization.
THEY LEARN THE CULTURE FROM BOTH FORMAL COMPANY PRACTICES SUCH AS TRAINING AND REWARD SYSTEMS AND INFORMAL SOCIAL INTERACTION WITH FELLOW EMPLOYEES, SUPERVISORS, AND SUBORDINATES.
LEARNING THE CULTURE AND LEARNING FROM THE CULTURE
- Rules, policies, and regulations
-In addition to the common language
of the larger social culture, each organization develops a language of its own, which is frequently incomprehensible to outsiders.
-a physical object
that has significance beyond itself, a sign that communicates an unspoken message. Cultural symbols are everywhere in organizations.
-are symbolic acts that people perform to gain
and maintain membership or identity within an organization.
-Managers of the effective hospitality
organizations constantly teach the culture
to their employees, reinforcing the values, mores, and laws. They personally model their commitment to the service mission, and they do it visibly.
Hospitality organizations often have the
help of guests in teaching and reinforcing
the values, beliefs, and norms expected
of the employees.
-The success with which leaders use the the mechanisms discussed above to convey cultural values is a good measures of their leadership skills.
CHANGING THE CULTURE
-the world changes and the people
inside the organization change. The
culture must also evolve to help members
cope with the new realities that the