Culture and Hospitality Industry

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Culture and Hospitality Industry

Introduction

The organizational culture refers to the set of values, norms, traditions, beliefs and attitude that the people in an organization follow. It helps in shaping the behavior and characteristics of employees, so as to serve the customers in a better way. The hospitality industry includes hotels, resorts, and residence clubs which provides customers with comfort, entertainment, satisfaction and fulfills their need by refreshing them. Every organization dealing in the hospitality industry is customer-oriented and believes in satisfying the needs of customers by providing them valuable services. The organizations which are a part of hospitality industry have to emphasize on the organizational culture, as the staff and employees of the organization directly deal with the customers and at the time of their interaction the culture is demonstrated. This creates and impression on the customers, and if the culture of the organization is not followed by everyone or is not effective, it creates a wrong impression on the customers (Testa. & Sipe, 2011, pp. 1-11).

Discussion

The hospitality industry emphasizes on building strong organizational culture and different researchers have studied the importance of effective culture in having a successful future of the organization. In a competitive environment, a successful and well-defined culture is considered as a competitive advantage for the organizations. The different organizations in this industry emphasizes on building a strong culture which could help in serving the customers in the most desirable and unique way, which will help in dealing with the competitors in the same industry. Corporate culture can help in maximizing performance, as the employees follow it and serve customers in the best possible manner (Chathoth & Olsen, 2002, pp. 6-30).

Sustainable Competitive Advantage

In service-oriented industries like hospitality industry which serves the customers, the profitability of some organizations is more than others. As the profitability depends on the services and to what extent the customers are satisfied. There is so much competition in this industry, where every organization has to put stress on its services and build competitive advantage. Culture is considered as a competitive advantage for hospitality organizations, as it focuses on providing the customers with valuable services. The organization which fails to develop a strong an effective organizational culture fails to provide benefits to their customers and is unable to satisfy the needs of customers (Koutroumanis & Alexakis, 2009).

The perception of customers related to the services provided to them ...