Building Strong Quality-Driven Culture in a Hotel in Melbourne - Case Study Example

Running Header: Management 11190 Assessment 1 Student’s Name: Min Ting He/S0214758 Tutor’s Name: Sheikh Rahman Course Code: MGMT 11109 Date of Submission: 15th-Dec-11, 11:45PM Building strong quality driven culture in a hotel in Melbourne It is the duty of every manager to come forth with different strategies that would ensure overall organizational success. The strategies are as a result of the observations that are employed in the organizations and institutions. The strategies ensure that current market is understood and appreciated. The overall success of the organization or institution relies heavily on a strong quality driven culture (Monin 2008). This paper aims to look at one local organization in Melbourne. It will concentrate on how it conducts its activities and how it can make them better. This will ensure that it is possible for them to ensure that they have a very strong organizational culture. This culture will pave the way for the incorporation of the best possible practices. The practices will definitely ensure customer satisfaction and the general improvement of standards at each and every level. It will concentrate on the hotel industry. This is the perfect example of a service industry (Wheatley 1998). The author as the manager of the hotel has the duty of ensuring that the organizational culture is created. This is by ensuring that all the negative aspects that retard strong organizational growth are dealt with. This is to create the forum for the strong organizational culture to be created. Hotel W Melbourne is a very famous hotel. This is because it is located in the city as the only 19th century hotel in Melbourne. It has very strong ties with the historical activities in the country. This is one of the reasons as to why it has very strong ties with the elite in the region. Many of the national and international guests have resided in this hotel. This is during the time that they were in the country (Cabrera & Barajas 2001). This is as they aim to deal with any national or international issues that they have to deal with. It is a representation of all the aspects of the Victorian architectural designs that were used in the country in the past. The Victorian design has had very many relationships with the activities of the past and the historian heritage. It has over the years gotten very comfortable with the way that they ensure efficient service delivery with aspects of sophistication (Draper 2008). It is crucial to realize that there are many hotels that have developed over the past years. Their development has ensured that they have created active mechanisms for competition in many areas in the region. This shows that there is need for the hotel to improve all aspects of quality products and services that it offers. This is the only way that it would ensure that whatever choice it makes about it overall appearance, it will be compensated by services and product provision. This is the only way that the hotel would have the ability to stay afloat in a purely competitive environment (Draper 2008). Currently, the organizational culture at the hotel is very wanting. This is because it has over the years relied heavily on what it symbolizes more than the services and products it has to offer. This means that the employees do not have a specific organizational culture to adhere to as they strive to keep afloat in the hotel industry (Dent & Goldberg 1999). The overreliance on traditional aspects without due consideration is keeping many of the clients at bay. It is crucial to realize that a strong organizational culture will lead to the creation of all round goods and services. They will be of the best quality, meaning that they will attract a wide array of clients. Once they do so, the hotel will have the capacity to actively compete with upcoming and emerging hotels around the city (Al-Khalifa & Aspinwall 2001). Quality is a very essential and crucial component in services organization particularly in hotel industry. Many service industries have lost their clients as a result of the unwillingness to improve the quality of the goods and services that they provide. This reduces the amount of clients that are interested in the goods and services on offer (Cameron 2005). Once this happens, it is very difficult for the company or organization in question to rise and make expected profits. This then automatically affects the expected rates of growth and expansion targeted by the company or organization. As such although the Hotel W Melbourne has been a huge attraction for many years, it is losing out on major competitors. The reason as to why this is done is based on several observations and analysis of several factors. Among these factors that have greatly retarded the organizational growth is weak organizational culture; that was created in the past. Organizational culture can be defined as the general process that is employed to ensure accountability and sustainability of all the practices conducted. They are selected and practiced based on the fact that their ultimate coordination has very positive effects on the organization or company in question. This is one of the main reasons as to why it is very crucial for companies and organizations to create and maintain a strong organizational culture. It will have the capacity to draft the journey that the company wants to tackle in many of its endeavors. Once it has created the policies it aims to follow, it will ensure that it is possible to understand what to do in many instances, especially if a selected strategy fails. A strong organizational culture ensures that a company or organization has the ability to understand what is required. This is because if it has conducted some of its activities in a certain way, they know where they will succeed or fail. This enables them to avoid the pitfalls that may be experienced at different levels. The aspect of organizational culture creates an avenue for the organizations involved to have the capacity to deal with their internal structures (Dent 1999). The aspect of having the capacity to do this ensures that it is possible to marshal the internal capacity to deal with many external situations (Al-Khalifa & Aspinwall 2001). The capability of their elements of dealing with the external situation ensures that the company or organization continues to grow. It is crucial to realize the step by step foundations of the aspects of organizational culture lead to organizational growth (Denison et al 1995). This is along the lines of quality driven service. This ensures that it possible for customers to enjoy the quality goods and services that are on offer. The quality keeps them coming back for more, and this eventually leads to the overall growth of the business (Hill 2001). As the new manager at Hotel W; there are many things should be reversed to ensure growth. This is not because the hotel is not making the required profits; the sole reason will be that it has maintained the habit not to changes and exiting culture. This has created an avenue for other hotels to supersede it in terms of quality services and goods. Quality in any business is something that should be created and maintained at each and every step of the way (Cummings 2005). It is not possible to create the avenues that will tamper with the general perception that quality should be created at each and every step of the way. It is necessary to ensure that quality is created in the way that businesses conduct their activities. This will create successful avenues clients to come back for more of what is offered in the hotel (Cabrera & Barajas 2001). At each and every step of the way, it is essential to give up the bad part of old/traditional culture and accept modern and quality driven culture. This is not to mean that all the traditional aspects should be given up or rid off. This is because they are crucial in ensuring that at the end of the day, people who were attracted by traditional aspects are retained. The hotel has been a representation of many traditional aspects of what the hotel symbolizes. However, it should be realized that traditional aspects and modern aspects can form a healthy quality of service delivery. It is important to take time to note that if the two aspects can coexist, they can create an avenue for quality to be created. These aspects of quality will cater for the clients that are attracted by the traditional or modern settings. The quality aspect of this approach aims at ensuring that it is possible to merge the aspects and what they represent. The general outlook of the hotel is a sign of quality. Talks of renovations have stalled for a very long time in the hotel (Draper 2008). This is because of there have been very many political interferences that have hampered the renovation of the hotel. It is crucial for the talks to start immediately because they will create the much needed avenues to improve the way that it generally appears. The aspects of modernity will pave the way for external quality to be emphasized on (Hill 2001). This will have the capacity to help in the coordination of improvement of quality aspects inside the hotel. Every successful company has to have the best strategies to deal with any of the problems that they may experience. These strategies ensure that despite everything else, a competitive edge is created and maintained. Competitive advantage as a marketing strategy has the capacity to ensure that it is possible to improve in all aspects of what is right and wrong (Hill 2001). This is in relation to all the known aspects of quality. The level of quality to be achieved is based on the overall need for the hotel to grow into the aspects of a successful venture. The hotel should highlight many of the historical connections that it has. This is through posters, themes and décor that will definitely attract people who are attracted to the themes (Sousa & Nystrom 2001). It should be noted that managerial aspects include the coordination of all that is expected by the diverse clients that visit the hotel. Market segmentation will create the platform for whatever is on offer to attract and retain the clients that it aims to attract. This is with the realization that environmental diversity creates an open chain and link to form the best possible standards for the hotel or company in question to have a competitive edge over the rest. The strategic abilities that will be arrived will have the capacity to ensure that the quality products and services offered have the edge over what is being offered elsewhere. This will form a well coordinated structure that caters for the political, socio cultural and economic aspects of the hotel. This is because these factors will pave the way for the overall coordination of all the activities conducted. This will work hand in hand with the total quality management practices that are on offer in the organizational managerial aspects in general. Once this is achieved, it is possible for the hotel or any other business to come up with strategies that actually work (Folger & Skarlicki 1999). Quality can never be achieved by one person. It is the duty of very many people to come up structures that will ensure that all the aspects of quality are realized and dealt with. The segregation of duties is one perfect example of how quality can be achieved. The manager is a link between many people and activities in the organization (Monin 2008). It is imperative to take the time to ensure that training is conducted at each and every step of the way. The training of the managerial team and all the employees will have the general task of retaining on what has been achieved. This with then pave the way for the building up of what has been learnt. In many cases, many people are afraid of what they have not ventured into before. This is not to say that aspects of modernity have disastrous effects all the time. In many instances, the modern aspects that have been embraced have resulted in quality products and services. This is because of the ingenuity of all the people that are involved in the process. The process of educating and impacting knowledge on employees may be gained in the form of short or long term courses. What is clear is that many organizations that have taken this path have resulted in the formulation of quality improvement structures and policies that have improved the general aspects of quality. This is based on the fact that all the people involved in the process of ensuring high quality standards know and understand the benefits. Many of the decisions that will be made will revolve around the aspects of quality that are represented by all the employees who work as a team. A manager has to ensure that his or her team is strong enough to endure many of the challenges that are experienced at each and every step of the way by the employees and clients. The hotel has had very many issues with people who have interfered with the activities and progress of the hotel. This is in relation to the formulation of polices and decisions that would have an effect on the organization. The introduction of politics into the issue of expansion and renovation has delayed the prospects that the hotel can achieve (Ferger 1992). It is essential for the manager to consult all the interested parties to discuss what needs to be done. This will pave the way forward for the aspects of what is best for the organization to be done (Che Rose 2008). The structures should be set to ensure that it is possible to have the best decisions to be made in each and every instance. This will create a platform for the coordination of activities at each and every step of the way (Wenger & Snyder 2000). These policies will be as a result of communication channels that will have been set to cater for the policies that are to be created. In conclusion, it is critical for all the management theories of the 21st century to be put in practice. This is done by carefully analyzing the given information needs of every person involved (House, Spangler & Woycke 1991). This is because quality driven organizations and institutions utilize this information for their overall growth. The utilization of information has the capacity to create the most efficient mechanisms that will ensure that it is possible to set the direction the company will take. It is at this point that the aspects of leading, coordinating, planning and organizing come into focus (Boone 2006). The main agenda in mapping out the clear cut path is the fact that from time to time, the progress of organizations can be monitored. This then allows the best decision to be arrived at in any given scenario or situation (Smircich 1983). The step by step analysis of what happened before and what will eventually happen leads to the formation of an organizational culture. There are very many organizations that have very weak organizational cultures. There are some that do not have the organizational cultures to deal with the very many issues that plague them. This creates a situation where it is practically impossible to look into certain aspects that either improve or paralyze a situation. To avoid the same mistakes that they have been making for a while, it is crucial for Hotel Windsor to change their overall organizational culture. This means that they should insist on the practices that will suit them in all instances. The manager and his or her team should identify what constitutes as quality practices. They should allow regular training and evaluation to occur in many of the duties and responsibilities that are carried out in the organization (Deetz 1996; Goss, Richard & Athos 1993). This will create the mantra that all the practices conducted have their general purpose and mission in the organization. This means that they have the chance to improve on what they already have by strictly adhering to the policies, rules and regulations that have been set. Reference List Al-Khalifa, KN & Aspinwall, EM 2001, Using the competing values framework to investigate the culture of Qatar industries. 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Wheatley, MJ & Kellner, M 1998, ‘Bringing life to organizational change’, Journal for Strategic Performance Measurement, Retrieved from, http://margaretwheatley.com/articles/life.html Appendix 1 This is the model that represents all that the Hotel Windsor should adopt. It can be explained to show the steps taken from the denial point to full and eventual commitment. This is with the overall aim of ensuring that a strong organizational culture is achieved. Read More