Organizational Culture in The Hospitality Industry Essay Example

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Organizational Culture in The Hospitality Industry Essay Example

Organizational Culture in The Hospitality Industry Essay Example

The hospitality industry is unique in that it focuses on more than simply delivering a product to a customer. Those interactions between the guests and employees define an enriching experience. Service is equally, if not more, essential to the hospitality industry than the product they purchase.

How employees create and mold these interactions and drive the guest experience is directly impacted and defined by organizational culture, “a way of behaving, thinking, and acting that is learned and shared by the organization’s members” (Ford, 115). This is such an essential concept to guest service organizations because of the overall impact it can have on the business or organization’s reputation. Just one experience can be spread very quickly by word of mouth or bystanders.

Organizational culture affects all aspects of your business, from employees to customers. A business’s culture is what attracts employees to want to apply. An article stated, “77 percent of workers consider a company’s culture before applying, and almost half of employees would leave their current job for a lower-paying opportunity at an organization with a better culture.” (Wong, Kellie)

This shows how a business runs and treats its employees is more important to applicants than pay. This is simply because people want to work where they are happy or at least not have to give up their mental health for a company.

People’s mental health is more important than dealing with poor management. It is easy for businesses to state their purpose or what they hope to achieve with their employees. Still, if the words do not match the actions, they can quickly be revealed and spread to future applicants.  Also, suppose employees begin to realize that the company is not following its message.

In that case, they will not consider their job a priority. This will cause poor customer service due to employees being unsatisfied with their jobs. It is stated that “Companies whose culture honors customers, employees, and shareholders usually have excellent reputations with all three.” (Ford, 112)

The most effective way to ensure consistent, reliable, genuine service in a hospitality environment is by developing and implementing a robust organizational culture. “You can watch company culture in action when you see how a CEO responds to a crisis, how a team adapts to new customer demands, or how a manager corrects an employee who makes a mistake.” (Wong, Kellie)

This means that customers and people generally are very vigilant in their surroundings, and they will make assumptions very quickly from those experiences. For example, I used to work at a small bakery, and one of the owners was not good at customer service.

She would handle customers’ situations poorly by yelling and kicking them out. Other customers would view these interactions and would simply leave. She continued this to the point that they lost customers. The business was known as a place with horrible customer service. This relates to the quote because it showed that direct interaction can impact how future customers view your business. This is because guests are influenced by the visuals around them.

Customers can also learn this from reviews online and from people who have experienced it themselves. Overall, suppose this is how the owner acts. In that case, this can then affect the fellow employees who feel horrible to work there or even cause them to act the same way since they see that if the owner does it, it may be right for them to act that way too. “They must rely on strong cultural values to ensure their people do the right things the right way for their guests.” (Ford, 116)

One can perceive one’s organizational culture simply from the business itself. Aspects such as layout, dress code, and documentation will drive guest satisfaction. It is stated that “Businesses that find a way to keep employees happy on the job consistently provide good service.” (Valdez, 2016) If service is mediocre as a result of poor culture, it’s unlikely you will build loyalty with customers.

The first impression is essential because the guest will make their first assumption about your overall business by this. The employees will be more engaged if we have a positive and strong company culture. This is similar to a domino effect.

If we start with this strong culture, that results in more engaged and productive employees, which will create more sales. Going back to first impressions, if the employees are engaged and content with themselves at the job, they can spread this feeling to their guests.

Greeting a customer at the door once they walk in can help with this impression and make the guests feel welcomed. If employees are easily accessible and in each department, guests will be reassured that they can receive help quickly. Ultimately, a great customer experience can only be achieved from great culture.

The book has a great example of a company called Gaylord Palms in Orlando. They are a company that strives “to create a culture that would ensure everyone in it was committed to and would deliver excellent customer service.” (Ford, 113) They created a term called STARS, which helped build trust between management and employees to ensure that management focused on cultural values.

Creating this customer-centered culture helped this company build a positive image for itself and win an award for “best-place-to-work.” This award showed that when you create a positive culture for your company, where guests are satisfied and employees, it helps build that trust and commitment for the overall company.

Organizational culture is not only found in large companies. Still, it can also be created in small businesses, like mom-and-pop shops. In my opinion, every business should have a positive and robust organizational culture to run successfully.

Without this, it can damage your business and reputation, resulting in losing the business. This all begins with the leader, owner, or manager. How they run a business will affect their employees, affecting the guest’s experience. It is like a cycle that will determine the success of your business and the future it has.

Guests should always be the priority, and if they are wrong, it is all about how one handles the situation. It is best to stay calm, address the issue, and find a solution. Guest experiences can now be quickly shared through social media and websites, making it easy for a company to be judged even before going.

However, a simple response to a negative comment will show the person your commitment and desire to ensure they are satisfied. Which can then turn a nasty comment into a positive one.

Overall, organizational culture has a chain effect on how a business runs. It starts with the manager, employees, and then guests. If managers continue to build trust with their employees, they will be satisfied. This begins with making sure employees feel heard and are being rewarded for their good behaviors.

Management should ensure that employees are constantly following g positive and robust organizational culture. Employees should behave the right way even if management is not watching them. Employees who are satisfied and content will spread these feelings to the customers.

They will be more engaged, productive, and eager to help a customer when needed. Also, with a strong culture, they will know how to handle different situations, which will leave the guest happy. A manager who does not provide this can have the opposite effect on a solid culture. Resulting in the loss of business and a bad reputation.

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Frequently Asked Questions on the Topic


What is the organizational culture in the hospitality industry?

The organization’s culture shapes the environment and influences the long-term plans guiding it toward its vision. Culture also influences the policies and processes that allow the organization to carry out its mission daily.

What is the importance of culture in the hospitality industry?

Employee and employer culture fit is critical for ensuring performance, satisfaction, and engagement. As a result, communicating company culture should always be an essential part of a hotel’s talent acquisition strategy.

How does the hospitality industry develop organizational culture?

  1. Employ and train with caution. Culture is more about people than policies, especially in the service-oriented hospitality industry.
  2. Encourage Commitment.
  3. Create a story.
  4. Make Your Story Come To Life.

Why is culture important to an organization’s diversity and hospitality industry?

The company’s mission and priorities are reflected in organizational culture, which ultimately affects the experience of employees and clients. That is why it is critical to be deliberate in cultivating a culture that values diversity.

What is the importance of organizational culture?

Businesses can provide consistency and direction, guide decisions and actions, fuel the workforce, and help them reach their full potential by developing a strong culture. While organizational culture is an essential component of any business, it is not always apparent to long-term employees.

What is meant by Organisational culture?

The collection of values, expectations, and practices that guide and inform the actions of all team members is known as organizational culture. Consider it a collection of characteristics that define your company.

How does organizational culture influence the guest experience?

A positive culture produces better job experiences than a hostile culture. Positive cultures characterize attitudes and behaviors such as optimism, engagement, teamwork, and respect.

How does organizational culture affect the performance of the organization?

Organizational culture has a significant impact on organizational performance. Organizational culture is viewed as a method of getting things done or as typical characteristics of organizations that shape organizational members’ behaviors and enhance (or hinder) strategic achievement and performance.

How can you effectively manage cultural diversity in the workplace in the hospitality industry?

Employees in the hospitality industry must receive language and cross-cultural gap training. It assists them in understanding the benefits and requirements of cultural diversity and increasing their knowledge and skills in dealing with people from diverse cultural backgrounds.

How does culture impact the hospitality and tourism workplace?

Cultural diversity can have a significant impact on the hospitality industry. Due to the global customer-related industry, the study reveals that cultural diversity is significant in the hospitality business. However, this fantastic benefit is not without drawbacks, such as employee communication barriers.

Why is organizational culture important essay?

Organizational culture and change are critical components of organizational success. They are valuable to aspiring public-sector managers for a variety of reasons. They promote innovation, improve employee performance, and increase an organization’s efficiency.

What is an organizational culture example?

Google has a corporate culture that its employees support.

It was the first to introduce many of the benefits and perks for which startups are now known. Google employees represent the drive, talent, and highly motivated workforce.

Why is workplace culture important? What are the benefits of workplace culture?

A positive workplace culture attracts talent, drives engagement, influences happiness and satisfaction, and impacts performance. Everything has an impact on the personality of your company. Leadership, management, workplace practices, policies, people, and other factors significantly impact culture.

What is organizational culture, and what are some of its major characteristics?

A shared meaning system is held by members that distinguish the organization from others. Innovation and risk-taking are two key characteristics of organizational culture. Employees are encouraged to be innovative and take risks to vary degrees.

What is organizational culture Definition & characteristics?

Organizational culture is a set of shared assumptions, values, and beliefs that govern how individuals behave in organizations. These shared values strongly influence the organization’s people and dictate how they dress, act, and perform their jobs.

How does organization culture affect customer service?

Organizational culture shapes an organization at all levels and significantly impacts customer satisfaction. It is suggested that the relationship between organizational culture and customer satisfaction is more robust when employees and management share an organization’s cultural values.

How does organizational culture impact the change process?

Organizational culture matters in leading change because it assists in focusing on the “people side” of things. You can depart from the current culture and begin working with its positive aspects before changing what is required.

How does organizational culture impact an employee’s performance in the workplace?

A positive work culture boosts productivity, engagement, and overall employee satisfaction. A hostile work culture, on the other hand, can reduce productivity, increase turnover, and make employees feel disconnected from their work and workplace.

How does organizational culture have an impact on employee performance and satisfaction?

Strong culture has almost been considered a driving force in improving employee performance. It boosts employees’ self-confidence and commitment, reduces job stress, and improves employees’ ethical behavior.

How does organizational culture affect business success?

According to Forbes, companies with solid cultures experience four times the revenue growth of those without. According to a recent Deloitte survey, 82% of respondents believe culture can provide a competitive advantage.

Why is it important to diversity in hospitality industry essay?

Managing cultural diversity in the workplace allows for developing organizational values and ethics while improving people’s management practices. It increases the market share of hospitality companies by improving customer service.

What is the importance of learning managing cultural diversity in the hospitality and tourism industry?

Workplace diversity allows a better understanding of cultural, social, and economic perspectives. It improves service delivery through communication and observation.

Why is it important to be aware of cultural differences in the workplace?

Awareness of common cultural differences builds trust, improves work relationships, and streamlines projects. It also enhances communication, which is the foundation of any successful team.

What is the culture of your organization essay?

The values, beliefs, history, and attitudes of an organization are referred to as its culture. Culture also refers to an organization’s ideals governing how its members interact with one another and the outside world.

Why is company culture vital to the success of your business?

Company culture contributes to business success by positively influencing employees, resulting in them being more motivated, mindful, and satisfied with their workplace, which increases their likelihood of being present.

What is a strong organizational culture?

Only when the work environment makes sense for the company and its people: the way they prefer to work, the amenities and design that impact their employee experience, and whatever makes them feel most comfortable or productive, does a solid organizational culture emerge?

Which is the best organizational culture?

According to a new report from the company review site Comparably, Microsoft has the best workplace culture in the world. The annual ranking is based on anonymous employee ratings for 70,000 companies submitted on their website between March 2021 and March 2022.

What is organizational culture, and provide two examples?

The definition of organizational culture refers to the structure of an organization, such as a company or non-profit, as well as its values, sociology, and psychology. Philosophy, values, expectations, and experiences are some examples of organizational culture.

How important is company culture to employees?

Employees value company culture because they are more likely to enjoy their jobs when their needs and values align with those of their employers. Suppose you work somewhere where the culture is a good fit. In that case, you’ll be more productive and develop better relationships with your coworkers.

What are the benefits of a strong organizational culture?

A strong and healthy organizational culture can provide numerous benefits to a company, including increased productivity, improved employee health and wellness, lower absenteeism and turnover rates, higher levels of customer satisfaction, innovation, and improved employee engagement and retention rates.

How do you create a positive organizational culture?

  1. Establish Trust
  2. Determine Current Culture
  3. Define Ideal Workplace Culture.
  4. Set clear expectations and goals.
  5. Measure goals and provide frequent feedback.
  6. Recognize and reward good work.
  7. Train employees.
  8. Emphasize employee engagement.

How does organizational culture affect managers?

Managers can more easily convey cultural values when communication channels are readily available. The culture should shape your manager’s leadership style. If your company values a healthy work-life balance and teamwork, managers should demonstrate this through their actions.

How could you build a strong organizational culture in your restaurant to provide outstanding customer service?

  1. Create a distinctive service philosophy
  2. Explain and promote your service philosophy constantly
  3. Employ people who are devoted to your service philosophy
  4. Instruct your staff to provide exceptional service
  5. Constantly train and retrain your team
  6. Acknowledge and reward service providers
  7. Include your customer’s voice in your organization
  8. Create and maintain a profitable service suggestion program
  9. Act on what you say. Leaders must be examples of outstanding service

What factors influence an Organisations culture?

Organizational culture can be influenced by factors such as the organization’s structure, the system and processes used to carry out work, employee behavior and attitudes, values and traditions, and the management and leadership styles used.

How do you identify organizational culture?

5 Easy Ways to Evaluate Company Culture

  1. Examine the onboarding procedure.
  2. Assess leadership openness.
  3. Examine incentive programs.
  4. Examine team interactions.
  5. Answers can be used to determine attitudes.
  6. Regularly assess your company culture.

How do you build a culture in the workplace?

  1. Set Clear Departmental Goals.
  2. Promote the Organization’s Goals.
  3. Promote Diversity and Inclusivity.
  4. Allow for Humor.
  5. Prioritize Respect.
  6. Establish a Strict Zero Tolerance.
  7. Create an Employee Recognition Program.
  8. Be Flexible.

How does the organizational culture affect the way the employees behave?

An organization’s culture defines the proper way to behave within the organization. This culture comprises shared beliefs and values established by leaders and then communicated and reinforced through various methods, shaping employee perceptions, behaviors, and understanding.

How does strong organizational culture impact the behavior of managers in the organization?

A company with a strong culture has shared values and codes of conduct for its employees, which should help them achieve their missions and goals. Employees can achieve work recognition and job satisfaction when they complete the tasks assigned to them by the organization.

What is the importance of culture in hospitality industry?

Employee and employer culture fit is critical for ensuring performance, satisfaction, and engagement. As a result, communicating company culture should always be an essential part of a hotel’s talent acquisition strategy.

Why is company culture very important in the organization?

Your company’s culture influences everything from punctuality and tone to contract terms and employee benefits. When your workplace culture syncs with your employees’ needs, they are more likely to feel at ease, supported, and valued.

How important is a multicultural organization in the hospitality and tourism industry?

Organizations may improve their customer service by effectively managing diversity. Organizations gain a competitive advantage over those that do not develop employees’ abilities to communicate across cultures and understand the characteristics of a diverse customer base.

Why is culture important to an organization’s diversity?

Your company’s reputation will benefit from cultural diversity.

A company that hires people from diverse cultures and backgrounds is considered a good employer. Employee reputation will raise a company’s profile and attract more people to work there.

What is the influence of workplace diversity in the hospitality industry?

Because of the wisdom of new perspectives, diversity can help usher in positive organizational changes and improve communication. The success of the hospitality industry is heavily reliant on employee-customer interactions.

How can you effectively manage cultural diversity in the workplace in hospitality industry?

  • Prioritize diversity in the hiring process.
  • Create transparent and inclusive policies.
  • Employees should be given diversity training.
  • Look for ways to facilitate effective communication.
  • Encourage positive employee interactions.

What is hospitality culture?

Serving others because you want to treat guests well is what hospitality is all about. The obligation is when you make a gesture because you feel obligated to. Hospitality in the United States. Hospitality is a demonstrated high value in some cultures.

Why is it important for hotel employees to learn about other cultures?

Because many hospitality workers are also migrants, your chances of hiring someone from a different culture are high. There may be language barriers to overcome, but the most crucial factor is your attitude and respect for one another.

Why is it important to interact with different cultures?

It aids in the dismantling of negative stereotypes and personal biases about various groups. Furthermore, cultural diversity enables us to recognize and respect “ways of being” that are not always our own. So that as we interact with others, we can build bridges to cross-cultural trust, respect, and understanding.

Why is it important that you know the cultural issues when dealing with the community as a real estate agent?

Paying attention to cultural sensitivity will not only help you gain customers but failing to do so may result in customer loss.

How do you respect different cultures in the workplace?

  • Learn about someone who is not like you.
  • Invite input from people with diverse backgrounds.
  • Bring diverse groups together to foster innovation.
  • Observe religious holidays.
  • Find someone from a different background who shares your company’s goal and strategize with them.

What is culture? How are cultural values reflected in organizations?

Members socially learn and transmit culture, which provides the rules for behavior within organizations. The belief that can guide staff in knowing what to do and what not to do, including practices, values, and assumptions about their work, is defined as organizational culture.

How does organizational culture affect business success?

According to Forbes, companies with solid cultures experience four times the revenue growth of those without. According to a recent Deloitte survey, 82% of respondents believe culture can provide a competitive advantage.

What is meant by Organisational culture?

Organizational culture is defined as the underlying beliefs, assumptions, values, and ways of interacting that contribute to an organization’s distinct social and psychological environment.

How does organizational culture impact the change process?

Organizational culture matters in leading change because it assists in focusing on the “people side” of things. You can depart from the current culture and begin working with its positive aspects before changing what is required.

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