Introduction
Some of the visitors in one of the five star hotels in Saudi Arabia experienced some lapse in service delivery due to cultural differences. They were unable to find food that was stable in their home country. My visitors being from east African country are accustomed to using a particular type of food for their daily needs. Some foods may be available in their own markets in their homeland but are not available in the Saudi Arabia market. East Africans rarely visit Saudi Arabia five star hotels thus their foods are not incorporated in the menus.
Sometimes, these foods have already become part of their lives that they find it hard to adjust to others that are made available in the Saudi Arabia five star hotels. However, several western culture foods were available in the five star hotels that responded immediately to the demands of my visitors. The western culture foods are common to them and they substituted their stable foods at times. The visitors had come to the holy city of Mecca for an annual visit by Muslim faith the holy area.
Operations Management in Five star hotels
Operations is an area of business that involves planning and organizing of operations for better management and profit realization in a hotel. In the event of quality management, the main elements put into consideration are the quality scheduling, quality control, quality assertion and quality enhancement. This is usually not only concerned with food standards but also looks at the ways towards the achievements. In the event of utilizing these different components of quality management, the five star hotels will be in a position to achieve availability and menu quality for all cultures during the visits to Mecca by Muslim faiths.
Since the case looks at the lack of stable foods for cultures in a five star hotel, the five star hotels finds it one of its issues for it prepare and serve some foods to visitors from east Africa cultures. They have a responsibility in this kind of case to look into the claims and complaints raised by visitors so that necessary action can be taken. This is done in the lieu to maintain its reputation on the hotel industry scene as the best for all cultures. This has to be done through quality and availability management that seeks to make changes in the quality of the foods served. The hotel has a social responsibility of ensuring the regulations set up to govern the marketing of its products are implemented and the necessary adjustments made. This is an application of quality planning and management. The hotel is charged with the duty of reviewing its marketing strategies.
Carrying out dialogues between the customer and hotel will serve a good purpose in the availing of best and acceptable menus. Its employees should as well be trained in the giving of the right information to customers that reduces on the confusion experienced. This follows the need for better leadership within the hotel.
At the time of the case still, the hotel should incorporate all the cultural diversity on the viewpoints held in the marketing and service arena. This will minimize on the clashes that arise in marketing and the menus served to the customers. Such is utilized as a business ethical strategy. However, this should involve food improvement as well it takes into consideration of the SWOT analysis.
Employee diversity in a five star hotel
Employee diversity will change the manner in which human resource sections in hotel carry out their operations. This is due to the increasing trend towards the aspect of diversity in the workforce. Therefore, hotels with international clientele have realized that in order achieve success, an atmosphere of fairness must be created in the process of admitting employees into the hotel. This is gradually translating into diverse workforces who have been touted as healthy and therefore, a trajectory to success. This trend has also been inspired by the enactment of several laws that regulate the employing processes. These laws contemplate the fair consideration of all sections of society during hiring as well as the humane treatment of workers. This involves remunerations, work state of affairs and dismissal. The visiting of various people to Mecca has pushed for the introduction of fairness in the processes of employment in the five star hotels.
The location of the hotel plays a significant role in the achievement of equality and better handling of staff. A five star hotels in Mecca have therefore, achieved a lot with regard to fairness especially by having diversity. Several acts that are relevant with the hospitality industry have been instrumental in the practice of fairness and equality in the sector. Most of the acts have programs that ensure the achievement of good care and treatment for the employees.
All five star hotels in Mecca and surrounding environs attempt to realize merit in their operations. However, only hotels that ultimately make use of the ability of racial and sexual diversity achieve their objectives. The diversity of the population provides for equal approach to hiring. Therefore, only hotels that consider the diversity of talent and society manage to navigate beyond normal performance. Furthermore, in order to compete favorably hotels have been forced to embrace equality in job opportunities at all stages. The job environments must conform to the standards of equality. The demographic inclinations that are responsible for changes in personnel stipulate the skill of managing diversity be cultivated in all levels of administration.
The demographic indicators predict an increase in diversity of the society in the future. Therefore, hotels must cultivate the aspect of managing diversity among the managers at all levels. This will ensure that the hotels continually carry out their operations in the future. Without an open approach to diversity, it will not be possible for five star hotels to operate. The indicators show that the majority of jobs in the future will arise from the service industry. Most of them will be about information. This shows that the jobs require intellectual prowess alone. As a result, gender, race and age will not be barriers. Hotels in Saudi Arabia must therefore, embrace cultural diversity since future jobs will be suitable for men and women as well as all races and groups. The rate of immigrants is going to increase. This means that the number of immigrant workers will increase. Organizations must put in place equality mechanisms to take advantage of the increase in potential workers. Only those corporations that will have adopted cultural diversity will benefit from the services of migrant workers.
Most five star hotels in Mecca should nurture a culture that offers an environment, which supports the growth and personal development of every one of its associates. The hotels should built reputations for having employed caring and reliable associates who are very high on ethics and trustworthiness. One of the most significant policies that can be followed at these hotels is culture and diversity management. They should ensures equal treatment and employment opportunities to all of its employees hailing from various cultures and diversities irrespective of their differences in terms of age, sex, race, color etc.
Customer satisfaction
Customer satisfaction is the best indicator for a five star hotel. The five star hotels have the best quality of foods but the availability of rare menus that is the only issue. All quality and availability are crucial in ensuring customer satisfaction and they ultimately lead to improved overall performance as indicated by an increased market share.
The integration of different beliefs and altitude from different individuals within an organization forms an environment, which can be termed as an organizational culture. Therefore, an organizational culture can be termed as a collection of particular norms and values or an organization’s personality. These particulars are shared by individuals who work in that organization thus controlling how they socialize among themselves, how they respond to the outside world or in simple terms customers, how they align to the corporate objective such as strategic issues for vision achievement. Different organizations have different cultures depending on the activities they involve in, level of departmentalization, channels of communication, kind of management among other factors.
External customer perceives the overall picture of the organization depending on how the internal customer (employees; comprising of strategic managers, tactical manager, and all members who participate in day-to-day activities) conduct themselves during service delivery. For instance in a customer care desk, a culture, which allows effective communication among employees, will result to a more satisfied customer in term of information he or she obtains after visiting the customer care personnel. Most organizations have organized seminars and training to educate employees on how to address and deal with a customer in a friendly manner as a means of customer satisfaction and retention for higher productivity.
The altitude portrayed by the employees toward the customer during service delivery is much contributed by the culture held within that organization. Depending on the mode of service delivery, it creates a customer satisfaction level. This level can dictate whether customer are retained or lost. Every organization main objective is to satisfy the customer needs. Bearing in mind that customers range from past customers, current customers and potential customers, the culture practiced within an organization can dictate the market share the organization can attain in the market. The increase in number of customers will result to a subsequent increase in the organizational return or in simple terms profit. There are various types of organizational culture, which exist in different organizations. Organizational culture types are though argued differently by many theorists. However, the most accepted types include; Process culture, collaborate or clan culture, to mention but a few.
- Process culture- This is a form of culture that is adopted by public service organizations, which have a strong base of customer. The customers are less likely to move to other organizations. It is also called the bureaucracy culture and is not a superior culture to adopt. No feedbacks are required in such cultures and, every individual is highly preoccupied on how to do things basing on a protocol. This may result to complacency as well as deviation from the corporate mission and objectives.
- Control culture- Every detail involves strict following of protocols or methods already stipulated via formal means. This form of an organizational culture is highly governed by the managers who coordinate the activities taking place within the organization. The organizational structure adopted by such organization should be accommodating to enhance a controlled flow of order or instructions to be adhered to by the employees or members as a whole. This form of culture does not allow free communication hence most of the groups likely to be found are formal groups. Knowledge dissemination is usually through formal means such as seminars, databases, trainings among others appropriate for knowledge management.
- Collaborate culture- In this form of culture; there is a natural form of culture where openness and informal forms of interaction is practiced. Knowledge management and dissemination occur freely among the employees since, members live as an extended family. Both strategic and tactical managers act as guiders or instructors and not as dictators. This form of culture provides a cohesive environment for the members through teamwork practices, high involvement and group decision making. Every individual feels a member of the organization. However, it may result to the formation of informal groups, which may hamper smooth flow of organization practices resulting to complacency.
Other form of culture include, ‘bet your company’ a culture, which is practiced by many research organization. They make extensive and intensive forms of consultation and decision-making. However, their products or output may take years to be tangible or felt by the external customer.
However, it should be noted that prices of services such as hotel accommodation, and recreation are usually determined by demand and supply. The internal price arrangements of hotel, a lack of understanding of the price mechanism by many small providers of services, and the participation of a number of non-profit businesses, limit opportunities for diversified price policies and strategies in the hotel sector.
How organizational culture impacts productivity
A Hotel with strong desirable culture attracts employees with excellent talents and retains them as well. Employees can be referred as internal customers who when satisfied and motivated will offer their best to the hotel for the overall benefit of the hotel. Poor culture will result to high employee turnover with a subsequent loss of benefit due to high recruitment costs, negative perception of the hotel by the external customers, loss of potential customers among other associated repercussions.
A culture, which allows employees to be involved in resolution conception, as well as a culture which takes into consideration the issues rose by the customer, will have a subsequent increase in the hotel’s profitability. Such employees will feel appreciated and motivated since their views are incorporated in decision-making. Various motivation theories such as content theory and process theory indicate that employees who are involved in decision-making are more productive than those not involved are. This rotates all around motivation issue. The marketing manager has to collaborate with the finance manager, production manager and others who are involved in value creation in order to satisfy the customer/consumer. A culture that enables effective and efficient flow of information and knowledge among the employee provides a room for idea development and innovation. An increased variety of foods can be obtained through employing people of different culture.
Hotel culture, which promotes interaction and socialization among employees, will create a changed view of employees towards work. Commonly employees have a negative perception towards the job or task ahead of them. However, a culture, which promotes collectiveness and extensive interaction on work matters, will change the outlook initially held by such employees. Many customers get well satisfied when served well with a sense of engagement during service delivery since they feel as part of that organization. This promotes customer retention as well grasping some potential customers. This definitely increases market share with subsequent increase in returns.
Conclusion
To ensure higher indices of customer satisfaction, the five star hotels have to invest in operation management. Investing in effective data exchange systems has been a major challenge for most five star hotels. Although these may be expensive ventures, they will increase accessibility and effective communication with the target market. In addition, management must improve the service response logistics. This refers to the optimal control and management of processes to ensure that services are fulfilled in a customer-oriented manner.
To meet this end within the hotel industry, management is charged with the mandate of increasing menus and optimizing service and ensuring the delivery of services through the necessary channels. These measures ensure customer satisfaction by reducing rates of luggage losses, incidences of ticket over sales and ensuring high levels of punctuality. Improving customer satisfaction also includes implementing processes, which improve the actual service.