Answer to Question #229169 in Management for Shane

Question

1. Look or search for a hospitality organization and take note of as many environmental factors as you can. Which ones seem to have been “managed” by someone? Which factors can and cannot be managed by the local manager?

2.Look/find a hospitality organization that has a strong, clearly defined service culture. You may work for one yourself or have friends who do. How does the organization create and sustain that culture? What training methods, incentives for managers and employees, and communications techniques are used to create and define the culture?


3.Look/find a hospitality organization that will tell you about its employee selection processes and procedures. How does the organization determine which recruits are likely to succeed as hospitality employees? What selection methods do they use? How well are the organizations predictors of employee success working?

Answer 1

1.     Environmental factors include temperature, food, pollutants, population density, sound, light, and parasites.

2.     Service culture is an environment where employees are obsessed with providing superior customer service to clients. Apple company follows the following criteria in sustaining service culture:

• They focus on the Positive. The power of positivity can be especially helpful to those who need a little boost in employee morale. Negative talk can bring down even the best organization.
• They ensure shared values. Skills and competencies are important, but behaviors are often rooted in one’s personal values.
• They give and receive feedback. When giving feedback, managers are specific and focuses on the observed behavior, and describe the impact it had. It’s important to address conflict and how to have comfortable conversations.

3. Apple starts by writing clear job descriptions for hospitality positions they need to fill.