HOSPITALITY CULTURES AND PEOPLE Hospitality Cultures and People

Running Head: HOSPITALITY CULTURES AND PEOPLE
Hospitality Cultures and People
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HOSPITALITY CULTURES AND PEOPLE
Executive Summary:
Conflicts are natural and inevitable in any form of human interaction system.
Organisational conflicts are common in all sectors and the hospitality sector is no exception in
this regard. Proper and efficient management of operational conflicts in the hotel industry is
extremely important for its smooth running and efficiency (Yirik, Yildirim & Çetinkaya). The
following research looks into the scenario of organisational conflict in Hong Kong’s Shangri-La
hotel to determine the key factors and causes of conflict. Discussion of organization structure
and conflict is followed by a study of secondary research through academic literature. The results
show that effective management of the inter-organisational conflict plays a significant role in the
productivity of operations.
Introduction:
According to Afful-Broni & Tah (2015) the hospitality industry plays a significant role in
the development of tourism, experience of traveler’s and visitor’s, along with providing several
societal benefits such as improvement of the standard of living of its employees. However, there
are a number of issues that can challenge the operational efficiency of organisations in this
industry: Internal conflict is one such challenge (Pelit, Öztürk & Arslantürk 2011). The aim of
this study is to examine the reasons of conflicts and accordingly figure out effective conflict
resolution strategies in hotel management. The research primarily revolves around the Shangri-
La Hotel as the different conflict situations within the hotel’s internal management and force are
analysed to determine the reasons and outcomes.