Organization and Behavior in Tourism Organizations: A Report

This report provides an analysis of organization and behavior within a tourism organization, focusing on key management functions such as planning, organizing, leading, and controlling. It delves into the importance of a well-defined management structure and the division of labor to achieve collective goals. The report highlights the significance of vision and mission statements, using Shangri-La Hotels and Resorts as an example, and explores the role of small-scale family-owned hotels in the Philippines. Furthermore, it examines effective communication in leadership, motivation theories (Maslow's hierarchy, Herzberg's two-factor theory, and McClelland's needs theory), and criteria for employee evaluation, including interpersonal skills, attendance, communication skills, and quality of work. The document concludes by emphasizing the importance of continuous improvement and adaptation in the dynamic tourism industry.

Running head: Organization and behavior in tourism organization
Organization and behavior in tourism organization
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Organization and behavior in tourism organization
Executive summary
The structure of any organization is likely to be very different from any other organization even
when they fall under the same field. This difference organization difference defines the
difference in behavior of the organization and therefore the organization acquires a different
image in the industry. The purpose of writing this document is to deliver a report on the
organization and behavior in tourism organization.

Organization and behavior in tourism organization
Table of Contents
Executive summary.........................................................................................................................2
Introduction......................................................................................................................................4
Planning...........................................................................................................................................4
Vision...............................................................................................................................................4
Purpose of the vision.......................................................................................................................4
Mission............................................................................................................................................5
Organizing.......................................................................................................................................5
Organizing purpose..........................................................................................................................5
Reasons for the existence of small scale hotels owned by families................................................5
Leading............................................................................................................................................6
Meeting the information demand.....................................................................................................6
Persuading........................................................................................................................................6
Listening..........................................................................................................................................7
Motivation theories..........................................................................................................................7
Maslow’s need hierarchy theory..................................................................................................7
Herzberg’s motivation hygiene theory.........................................................................................7
McClelland’s need theory............................................................................................................7
Controlling.......................................................................................................................................7
Ability to put skills to actions..........................................................................................................8
Enthusiasm and passion...................................................................................................................8
Long term potential..........................................................................................................................8
Criteria of employee’s evaluation....................................................................................................8
Interpersonal skills.......................................................................................................................8
Attendance...................................................................................................................................8
Communication skills..................................................................................................................9
Quality and reliability..................................................................................................................9
How to reward the best employee...................................................................................................9
Conclusion.......................................................................................................................................9
Reference.........................................................................................................................................9

Organization and behavior in tourism organization
Introduction
Any social unit of people that is structured with a common objective of achieving a collective
goal, need to have a well-defined management structure determining the relationship between the
staffs. Further, to avoid collision at work place the duties of work need to divided into different
sections and specialists assigned the duties. Of much concern is the authority put into place to
manage the organization. The management of the organization is basically divided into the
following sections.
Planning
It’s commonly said that business is plan. Before an individual puts recourses together with an
aim of starting a business, you need to define a concrete plan or rather the process of thinking of
all the activities required to achieve the set or desired goal of the entrepreneur. In addition after
developing a plan it should be evaluated with an objective to determine the efficiency of the plan
developed, otherwise the investor may end up losing all his money in the investment (Baggio, &
Sainaghi, 2016).
As far as planning in an organization is concerned, there are various blocks of planning that
should not go missing; that are the vision and mission. In my discussion I opted to focus on the
Shangri-La Hotels and Resorts, a legendary hospitality offering resort giving a luxury experience
with spacious rooms and suites. It also offers services like a swimming pool; free Wi-Fi,
signature Spa experience, award winning cuisine, a business centre and a fitness centre.

Organization and behavior in tourism organization
Vision
Our vision is ‘to offer the best and quick service restaurant experience’. Being the best implies
providing extraordinary quality service in a clean environment. This vision acts as road map on
what Shangri-La Hotels and Resorts want to become by guiding the transformational initiatives
by setting the way, direction and the path to follow for us (Zach, 2016).
Purpose of the vision
Our vision serves as a general foundation for a deeper and broader strategic plan for future
development and improvement. It also serves as a motivating factor to our employees as it acts
as a general reminder of the goals of the organization, this helps the company to maintain the
competence of the firm with other similar firm. This vision also inspires the staffs of our
company in the sense that when they perform any duty they do it with passion and objective of
being the best in all terms as far as cleanliness and standards are concerned and achieving this in
timely manner (Cabral, 2017).
Mission
Our mission is ‘To add the sense of value; to put a smile on our customer faces’. This mission
serves as the guiding statement to our staffs and gives the direction of performance in orders to
achieve the goals of the organization.
Our vision and mission statement shows the organizations desired market position in future in
that the vision brands the organization as the best.

Organization and behavior in tourism organization
Organizing
Organizing management duty refers to the systematic way of structuring, integrating, and
coordinating of activities and resources with an objective of attaining the goals of the
organization.
Organizing purpose
It helps the organization to achieve the overall goals by putting the recourses under the right use.
Also organizing resources enables the organization to place the human resources, money and
other resources under optimum utilization. With proper organizing, the other managerial
activities are carried out with ease, like planning and staffing. Proper organizing helps to reduce
the monotony at work hence treating the customers in a more humane way (Chung, Lee, Lee, &
Koo, 2015).
Besides the existence of large and medium firms in the hotels industry in Philippines with
accrued numerous huge advantages like the economy of scale, government incentives and
attraction highly skilled labor as well as the attraction of international visitors or tourists , there
exist prominent small scale hotels in the same industry. In general definition small scale hotels
refers to the hotel services offering institutions that have less or about fifty employees. In many
country, Philippines included, small scale hotels makes up about 65% of the total number of
investments in the country. They are also the main sources of employment offering about 70% of
the employment opportunities in almost all countries (Jaiswal, & Dhar, 2015).

Organization and behavior in tourism organization
Reasons for the existence of small scale hotels owned by families
The following are outstanding advantages that contribute to the survival and prevalence of small
scale family owned hotels beside the big chain hotel in Philippines.
Many individuals want to their own bosses. This implies that instead of an individual seeking for
employment in an existing firm, they tend t6o gather their own little resources as a family and
start their own hotel.
Philippine is exposed to microfinance. This source of capital motivates the individuals to start
their own businesses in the sense of empowering people. As a result some choose the hotel
business and hence the prevalence high number of the small scale family owned hotels (Couture,
Arcand, Sénécal, & Ouellet, 2015).
Innovation and technology together with the use of internet reduces the cost of startup both
financially and ideas wise. The power of technology allows people to get the necessary
knowledge and skills via the internet on how to start and run a hotel business. It’s worth
acknowledging that internet has contributed has lot in delivery of information on good eating
habit at a low cost. When this information lands on the ears of an entrepreneur minded person, he
teams up with the family and startup their small hotel (Dhar, 2015).
In hotel industry, labor is the dominant factor of production; therefore there is no accrued benefit
of large scale of production. For this reason, the small scale hotels have to dominate the industry.
The existence of small family owned hotels in Philippine is also contributed by the government
by offering aids to the families to be self reliant, grants and taxes subsidies. With all this offers
from the government, people tend to start their own business and hotels being crucial business as
it offer basic human want product is established.

Organization and behavior in tourism organization
Leading
Leading refers to heading and influencing others or a team towards the achievement of a given
objective. Besides formulating the ideas to be implemented, the leader also need to posses good
and effective communication skills to the staffs to ensure smooth running of the business. Staffs
need motivation at times rather than commands. The following is explanation of effectiveness of
communication in leadership (Fraj, Matute, & Melero, 2015).
Meeting the information demand
Employees need to know the step to follow after the current one. If this 9information is not
delivered to the staffs they will work without the drive of achieving the next goal. However
when the employees are given this information in advance, they will have the self drive to the
achieving of the goals set by the organization (Wu, & Chen, 2015).
Persuading
In organizations, there at times arise disputes between the staffs and the managing body of the
organization. In such a case, communication is the vessel of reunion. The leaders employ their
communication skills to persuade and convince the angry employees on the matter and give the
direction on the amendments to be made on the same (Gretzel, Werthner, Koo, & Lamsfus,
2015).
Listening
It goes without saying that a good communicator is a good listener. The leaders need to listen to
the employees during communication to know what factors are affecting the staffs and address

Organization and behavior in tourism organization
the techniques to be employed on handling this. Doing this makes the employees feel considered
and appreciated, thus boosting their workers morale.
Motivation theories
Maslow’s need hierarchy theory
The theory tries to explain the hierarchical nature of human needs. It states that once a certain
level of human want has been satisfied, it no longer motivates a man. Maslow identified the
following five levels of human satisfactions; self actualization, esteem needs social needs, safety
needs and physiological needs (Horng, Tsai, Yang, & Liu, 2016).
Herzberg’s motivation hygiene theory
Herzberg argued that dissatisfaction is not the opposite of satisfaction, and therefore removal of
dissatisfying factor does not imply satisfaction. Herzberg said that today’s motivators are
tomorrow’s hygiene. He claimed that hygiene is not a motivator, however; an individual’s
hygiene may be someone else motivator (Hwang, & Stewart, 2017).
McClelland’s need theory
McClelland need theory argues that needs are learned and acquired based on the kind of events
people experiences and the culture or the environment. The fact that people have different
culture, environment and experiences then this explains that different people have different needs
(Jaiswal, & Dhar, 2015).

Organization and behavior in tourism organization
Controlling
It refers to the examination of performance against the set standards set plan to ensure
commendable progress of the organization and recording of various aspects of the organization
with an aim of referring to the in case the need arises in future. The main aspect of control in an
organization is the human resource; therefore there is need of evaluating the performance of an
employee against the set standard of the organization plan (Jung, & Yoon, 2015).
In a case the performance is below the expected measure in terms of productivity and quality,
then the organization control manager is left without other option rather than hiring more human
resource to complement the existing one in order to achieve the goals of the organization.
When a tourism organization is about to hire a front desk officer, there are various personality
factors that are always considered by the organization pertaining the employee.
Ability to put skills to actions
The organization can only you believe you can do it when you do it successfully. Consequently
the hiring panel may request the candidate to complete a certain task within a given period of
time to evaluate the capability of the candidate to put his skills into actions. The employer needs
a self driven and motivated employee with the capability of putting his skill into practice (Karl,
2018).

Organization and behavior in tourism organization
Enthusiasm and passion
The organization seeking to hire a front desk officer looks for candidates who have enthusiasm
and passion on what they do and their desire for success should shine through the interview. It is
always assumed that employees with passion on what they do are likely to perform better
because they have self drive towards the attaining of the set goals (Kourouthanassis, Boletsis,
Bardaki, & Chasanidou, 2015).
Long term potential
When the front desk officer serves for a long period of time, he will certainly gain an outstanding
experience in that position. As result the organization have some preference for the candidate
with the potential for serving for a long period of time rather than those willing only to work for
a short period of time and then shift to a different organization or career (Park, Hsieh, & Lee,
2017).
Criteria of employee’s evaluation
Interpersonal skills
This evaluation criterion focuses on how employee prioritizes his tasks and duties as well as
managing his time. The employer also looks at the commitment of the employee to the customer
satisfaction, his communication skills and his continued improvement (Sabatier, 2018).

Organization and behavior in tourism organization
Attendance
The employer may also consider the attendance of the employee to work. The morale of the
employees may be directly determined by their attendance to work. If the attendance is poor this
will imply that the employee have a poor morale towards work and vice versa (Maragh, &
Gursoy, 2015).
Communication skills
Communication skills are another criterion that can be used to evaluate an employee’s skills. A
competent employee should portray ability to effectively and efficiently communicate with the
fellow workers and the managing body (Tiago, Couto, Tiago, & Faria, 2016).
Quality and reliability
The quality of production by the employee is a strong evaluation aspect; employee with high
quality production is always the best and hence more reliable.
How to reward the best employee
The excellent employee expects a special treatment from the company in aspects like; being
offered with a special parking sport, dinner with management, an afternoon off, attending a
conference of their choice or working from home and casual Friday whenever they request
(Tuna, Ghazzawi, Yesiltas, Tuna, & Arslan, 2016).
Conclusion
This case study is an eye opener to the view of human resource and its management in tourism
industry. It also provides the scholar with the necessary knowledge of evaluating the capabilities