According to Adelman et al. (1994); Bitner(1990); King (1985); King and Garey (1997),former research on service management have not considered the influence of culture on provide the service from staff. Tsang (2011) state that hospitality culture were focused on researches in recent years in China. Hospitality culture is not only very important for the hospitality industry, but also very significant for employees. In addition, hospitality culture is involved four factors: materials culture, behaviors culture, spiritual culture and rules culture. The key point of hospitality culture is spiritual culture, because this can determine the value of other cultures in the hospitality organization.
Why hospitality culture so significant?
There is some evidences to prove that hospitality culture is significant to the hotel organization. The First aspect, hospitality culture can improve the hotel services level and increase the turnover level. Mattila (1999) and Stauss and Mang (1999) argued that the customer estimate the service would depend on hospitality culture.The hotel has strict discipline to manage the staff, and staff must comply with the institutions during their working time. According to Martin and Lundberg(1991), Bennigan's is a America restaurant chain, it created research to find out why consumers did not come to their restaurants. The consequence is that only 15 per cent of consumers did not satisfied with the food, but 67 per cent of the consumers are dissatisfied with the staff's attitude. For instance, customers receive satisfying services, so they will remember these services and want to receive those services again next time. Although this is not enough to evaluate the results of a hotel service, it can make a good impression in customers’ minds.
Secondly, it is not easy to fail the hotel have good culture in the strong competition of the hospitality industry. Nowadays, more and more businesses are focusing on hotels, so the hotel industry is face with fierce competition. When hotels have the same level of facilities,and hotel culture is the key point to estimate the hotel services. In addition, hotel culture can improve the position in the same industry.
Hospitality culture and employees influence on each other.
On the one hand, hospitality culture has some advantages and disadvantages to affect employees. At first, it can promote the skills of employees, because the hospitality lay out to train the employees’ skills. Shames and Glover (1988) claimed that human interaction and communication are involved in service experience as same as a social experience.
The research mainly looks at Kimpton hotels and restaurants’ corporate culture, trying to draw a big picture of what it is like to work for this company: How does this company manage its employees? What are the distinct traits of Kimpton’s corporate culture? and similar questions… This can be a useful source for college students and graduates who are passionate about service and hospitality industry because information is provided from a job-seeker’s viewpoint. All the information that a future Kimpton employee needs to know beforehand is delivered in a clear and organized manner.
Although the national hotel market has been formed, the level of regional development is not even. Major high-end market are gathering in first-tier cities such as Beijing, Shanghai, Shenzhen, and Guangzhou, which also show very good operation performance. However, the second-tier cities are facing flattened growth in operation performance, and underdeveloped regions of China are mostly not able to attract high-end five-star hotels. Analysts said that the extremely uneven development in the hotel market is still a great problem facing underdeveloped regions (Yang,
The hotel industry performs within a saturated market, driven by customer loyalty and competitive pricing to stand-out. This competitive nature makes it extremely important to capitalise on strengths while improving on
The researchers concluded that the Chefoo’s service environment has negative effects towards customers’ experience. Based on the results, the researchers suggests modernizing the servicescape of the restaurant in order to retain existing and attract new customers. Customer experience does not only lie to enjoyable food and affordable prices but it should also consider a pleasant dining experience. Service environment does negatively affect the experience of customers. The null hypothesis is accepted.
Wu, Z., Roboson, S., & Hollis, B. (2013). The application of hospitality elements in hospitals/practitioner application. Journal of Healthcare Management, 58(1), 47-62. Retrieved from: http://ezproxy.aut.ac.nz/login?url=http://search.proquest.com/docview/1287979397?accountid=8440
The most important business goals are to increase market share and develop the benefit of the hotel, such as using the power of internet and social media to increase hotel popularity and build strong brands of the hotel. Although, respect of customer’s cultures is a vital part of hotel atmosphere, especially for internationa...
Every hotel has a set of expectations based on their location and the culture their property is immersed in. Some people travel thousands of miles to be a part of an unfamiliar culture. With this said, hotels need to ensure the design and authenticity of their properties meet the cultural requirements of the culture they are a part of. Also, hotels need to read up on the legal aspects of the culture they are within because laws vary everywhere. All of these things will allow hotels to meet the cultural expectations put on them by their
The combination of the hotel industry is playing a significant part in the development of the tourism industry in the transformational world of design in accordance’s with the services delivered to the guests and the key in provision of these services in any condition within the hotel is the staff (Ahmadi, Homauni, & Jafari, 2011). The ultimate quality is weighed on the collective ability of managers upon the training and individual motivational programs for producing the highest level of services that are demanded by the guest in the hotel industry. In the considered study, first the clear identity to the concept of management styles and motivation through the literature background
In the business environment, culture is often perceived as “the way we do things around here” this includes : “the way we deal with customers” ; “the way we treat other employees”; and even the way leaders relate to, develop, give incentive and motivate people.” (Deal and Kennedy, 1982).
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
Hotelmule.com, 2013. Social and cultural influences on hospitality consumer behaviour - Hotelmule - Hospitality and Tourism Industry Portal. [online] Available at: http://www.hotelmule.com/html/15/n-615-2.html [Accessed: 4 Nov 2013]
Before understanding the dynamism of the Budgets and Luxury Hotels in the global industry one must know about what Hospitality is all about. Hospitality could be an act of serving anyone in a warm and welcoming way. It could also be called as a “home away from home”. Giving priority to needs of the guests is a vital aspect of hospitality and service.
The hospitality culture is a very significant issue these days. Companies are competing with each other in the service quality more than anything else. Hospitality industries must think to offer good and satisfactory products for the customers. Managers should be hired with excellent service attitude. The training process should focus and emphasize the service culture in the organization .
The hotel industry is a small section of the hospitality industry. Therefore the emphasis is on communication skills, hands-on work and customer needs. This is inculcated via the coursework which teach students in current practices of front office operation, housekeeping, food and beverage administration, accounting, sales and marketing.