Service standards.

Wherever people live and work together, culture develops. Organizational culture refers to the

beliefs, values and attitudes that define your company, and like cultures elsewhere,

organizational culture develops spontaneously, whether you nurture it or not. Since hospitality

staff directly serve people, your customers get a taste of what your business is all about every

time they interact with your staff. Managing your organizational culture is crucial for delivering

the right impression every time.

Culture is less about policy and more about people, especially in the service-oriented hospitality

business. To create the organizational culture you want, it's important to define your mission and

values, but the crucial second step is finding people committed to those principles. As a paper

published at ScholarWorks@UMass Amhurst by Mary E. Dawson and JeAnna Abbott points

out, choosing the right people improves retention rates and service levels. For example, if you

want to run a bed and breakfast that's committed to conscientious service, job interview

questions about attention to detail should be included in your hiring process. Once you have your

work force onboard, nurture the positive qualities you're looking for. Dawson and Abbott point

to the example of Disney University, which produces staff who are courteous and customerfocused

for the company's theme parks.

When you hire people who fit well with your culture, you're more likely to secure a long-term

commitment from them, but there's more you can do to get people engaged with the mission of

your organization. If your company believes in continuous service improvement, for example,

then inspire them by practicing continuous improvement at all levels of the organization. Invest

in developing employee skill sets by sending people to conferences and continuing education

courses. If you expect employees to deliver a certain experience to customers, you need to make

that experience a reality throughout the company. Staff should feel the culture you talk about if

they're going to remain enthusiastic.

All cultures have great stories, and your business should have one too. Writing a history of

where your company came from and where it's going makes your employees feel that they're part

of something bigger. It also helps your customers to understand where your values come from.

Think about why you started your business in the first place. Maybe you thought that fine dining

was too expensive in your city, so you aimed to start a business offering delicious food without

pretentiousness. That easy-going attitude is something your servers can embody, and they're

more likely to get what you're after when they understand the restaurant's past.

Not About Programs

Managing your culture for success is more about a feeling you create than putting specific

programs into place. Start with your values first, then brainstorm how to make them real. Your

plan may or may not include employee perks like free day care and bonuses. For example, in a

Delta Hotels organizational profile published by Human Resources and Skills Development

Canada, Bill Pallett, SVP of People and Quality said, "We do not have a health club. We do not

have a day care center. But we have a high degree of trust between our manager and employee

groups." Decide what values are most important, then make plans that let your employees live

them.

Al-Farabi KazNU Hotel Business Uvarova A.K.

Дата добавления: 2015-12-08