Organization culture plays an important role in offering excellent customer support. This is predominantly very crucial in the hospitality industry. In my hotel in Trinidad, I will focus on empowering the employees to make them perfectly suited for the industry. This will, in turn, help them offer excellent customer service. Employees need to work as the high-performing intellectual units do: supporting others, distributing knowledge, contributing mentoring, and building associations to meet professional excellence. They should also focus on getting professional tips and information from their colleagues as they contribute to them. In normal work cultures in the hospitality industry, employees are self-centric, and a synergy between them will not take place. When they work as a team supporting each other, individual gains are outshined by bigger organizational goals. (mckinsey.com)
In hospitality Industry, an organization’s uniqueness is always dependent on its people - particularly, as the organization plans to develop a customer-focused work culture. In our hotel in Trinidad, we will seek to catch the attention of the professionally talented workforce, and will try to keep them. We will look for qualities and specialties for persons appointed to each profile, team, or specialized areas. We will give high value to professionals who show skills of collaboration, service agility, and responsiveness. As the owner of the hotel, as I plan to make an empowered customer-centric work culture that uses professional talent proactively, I will select indicators to measure individual as well as team performance and assess progress for both efforts made and their results. The needed for customer-centric work culture should be passed on to the workforce through action, discussion, and professional plans to ensure the purpose of the business and to meet the customer demands. As the owner of the firm, I will celebrate the star employees selected based on their behavioral as well as outcome aspects. Proper performance based incentive structure will also keep them better motivated. (heidrick.com). Ensuring customer feedback by interacting with them will also help to enhance our work culture. This will make the employees passionate about improving themselves. Educating the employees with training sessions, customer-centric contests, and update programs will also help.
The customers expect extremely pleasing hospitality in the work culture of a five-star hotel. Conventionally, hospitality professionals are deemed to show positive attitudes in all their aspects. Hence, positive attitude and customer centricity are the most important determinants in the work culture of a five-star hotel. Importance is also given for clarity in communication, showing enthusiasm, expressing confidence, and good knowledge about the needed industry knowledge and skills. (jcu.edu.au)
References
Givers take all: The hidden dimension of corporate culture. (n.d.). Retrieved April 09, 2016, from http://www.mckinsey.com/business-functions/organization/our-insights/givers-take-all-the-hidden-dimension-of-corporate-culture
Equipping businesses for a digital world. (n.d.). Retrieved April 09, 2016, from http://www.heidrick.com/Knowledge-Center/Article/The-five-essentials-of-customer-centric-cultures
An examination of the influence of organisational culture on the service predispositions of hospitality workers in tropical North Queensland. (n.d.). Retrieved April 09, 2016, from http://researchonline.jcu.edu.au/1379/
