Organizational Culture of Ritz-Carlton Hotel Company †Free Samples

Question: Discuss about the Organizational Culture of Ritz-Carlton Hotel Company. Answer: Introduction In todays competitive business environment, the quality of service delivery has become the most significant concern for the hotel industry. Providing high quality service can help the hotel companies to gain high level of competitive advantage with beneficial financial implication. However, quality service delivery requires full commitment and cooperation of all employees in an organization. The culture of an organization supports in building employee cooperation by eliciting unified response from the employees (Hogan Coote, 2014). Likewise, effective organizational culture of Ritz-Carlton Hotel Company facilitates it in supporting the quality hotel services to be rendered to the customers. This study will discuss the relationship between service and organizational culture. Moreover, the study will consider Ritz-Carlton Hotel Company as a case of best practice in forming organizational culture leading to effective customer service. Organizational Behavior In an open organizational culture, the employees are free to open up themselves with their innovative ideas about customer service. Hence, the employees become highly motivated and committed to implement such innovative ideas towards high quality customer service. However, in a closed organizational culture, the employees are limited within the traditional ways of customer service, which can limit the innovative ways of service quality as per changing needs of the customers (Lonial Carter, 2015). In case of Ritz-Carlton Hotel Company, the employees are given enough freedom to identify the service issues and come up with innovative ways of service quality to be provided to the customers (The Ritz-Carlton, 2018). In this way, the hotel has been recognized as the gold standard of customer service. In diverse organizational culture, the diverse workforces are capable of identifying different needs and demands of the customers uniquely. Hence, the organizations having diverse organizational culture are capable of providing customized service quality as per the unique needs and demands of the customers (Valmohammadi Ahmadi, 2015). However, in homogenous organizational culture, the employees are not capable of identifying the needs and demands of customers having different backgrounds. It can prevent the organizations to provide customized service leading to poor service quality to be provided to the customers. In case of Ritz-Carlton Hotel Company, the hotel hires diverse workforces for recognizing customized and unique needs of the customers (The Ritz-Carlton, 2018). Hence, the hotel is highly capable of providing unique and customized service to different customer group in 30 different countries. Good teamwork organizational culture maximizes involvement level of the employees. Moreover, in teamwork organizational culture, the employees can even share their expertise knowledge with each other (Hogan Coote, 2014). Hence, the organizations can provide effective customer service from the core of expertise the knowledge of the employees. However, in individualistic organizational culture, the expertise knowledge of the employees is limited within individual employees hindering to implement best customer service. In case of Ritz-Carlton Hotel, the good team of employees produces wide range of effective customer services through collective inputs of the employees. References Hogan, S. J., Coote, L. V. (2014). Organizational culture, innovation, and performance: A test of Schein's model.Journal of Business Research,67(8), 1609-1621. Lonial, S. C., Carter, R. E. (2015). The impact of organizational orientations on medium and small firm performance: A resource?based perspective.Journal of Small Business Management,53(1), 94-113. The Ritz-Carlton. (2018).The Ritz-Carlton. Retrieved 21 March 2018, from https://www.ritzcarlton.com/ Valmohammadi, C., Ahmadi, M. (2015). The impact ofknowledge management practices on organizational performance: A balanced scorecard approach.Journal of Enterprise Information Management,28(1), 131-159.