Organizational Culture Analysis: Park Hyatt Melbourne and Hospitality

This report delves into the concept of organizational culture, particularly within the context of the hospitality industry, using Park Hyatt Melbourne as a case study. It examines the core values, beliefs, and practices that shape employee behavior, attitudes, and motivation. The report highlights the importance of organizational culture in creating a positive work environment, fostering customer satisfaction, and ultimately driving business success. It explores how culture impacts various aspects of a hospitality organization, including employee training, service delivery, and overall profitability. The report also discusses the challenges of managing organizational culture, especially in service-oriented businesses where employee adherence to cultural values is crucial. Furthermore, it analyzes the strategies employed by Four Seasons hotel to maintain its organizational culture, including HRM practices, employee empowerment, and creating a work environment based on mutual respect and trust. Finally, the report emphasizes the significance of creating an environment that attracts and retains top talent and provides recommendations for fostering a positive and successful organizational culture in the hospitality sector.

Running Head: ORGANIZATIONAL CULTURE 0
Organizational Culture
Park Hyatt Melbourne
(Student’s Details)

ORGANIZATIONAL CULTURE 1
Use of Organizational culture in Hospitality Management
Organizational Culture is the core values and beliefs of the organization which are existed from a
long time in the organization and these values and beliefs impact the behavior and attitude of the
employees and motivate them. When organization recruits an employee, that time organization
introduced organizational culture to the employee which helps them to be familiar with the
organization and system activities. Edgar Schein defined organizational culture as the basic
expectations create values and the values create behavior and practices, which is the clear part of
culture. Organizational culture is important for every type of organization including hospitality
organizations.
Four seasons hotel is one of the leading hotels of Sydney. It follows the culture of the
organization. Culture of organization is responsible for the environment of organization in which
everyone is working and business is managed and this is an important element for the success
and failure of business. This is also applicable in the hospitality industry because organizational
culture can foster the pleasurable behavior and attitude with the guests and creating a good
environment that vendor and guests want to experience every time (Kargas, 2015).
According to the Edgar Schein the organizational culture can be noticed in some aspect by
visitors and these aspects are physical artifacts, way of speaking, technology and way of doing
things. There are many other visible elements which show the organizational culture such as
processes, logos, structure, architecture, and corporate clothing. Follow the culture of
organization is very important in hospitality organization. Culture creates a unique identity of
organization, effect the reputation and aspirations. Culture of organization is very helpful for the
long- term success (acatus, 2013). For example, if any customer impressed with culture of hotel
then he always want to stay in that hotel only.
Schein reinforced the idea that managers and leaders must respect and evaluate the cultural
elements of organization, while they should attempt to promote a fitting and deliberately
appropriate culture. He asserted that leaders are forming culture during the primary phases of
business creation, however later, when the business develops; it is culture that forms leadership
characteristics. Hospitality managers use organizational culture to motivate the employees and
motivated employees increase the profit of business (Dwyer, et al., 2018).

ORGANIZATIONAL CULTURE 2
For example, an organization distributes rewards as per the performance of employees and it is
the culture of organization. Thus to achieve the rewards, employees give their best performance
which impact the business profitability. In the other way, motivated employee perform good and
customers get impress with performance of employees which is also increase the profit of
business. It is not only good for business but also for the employees because good performance
open the way of success for the employees (María Del Rosario, et al., 2017).
It is very difficult to manage organizational culture in the hospitality organizations for managers
and leaders because follow the culture is all depend on the employees. If only one employee does
not follow the culture of the organization, then it will affect the entire organization (Khan, 2018).
For instance, good way of communication is a culture of hotel and all the staff the hotel follows
this culture but one of the staff member ignoring this rules and communicate very rudely with the
hotel guest which creates a very negative impact on reputation of hotel. Thus, it is very important
to choose right employees for hotel.
For choose a right employee for the organization, hospitality managers follow some steps, in
which the first step is hire and train the employee very carefully. In service- oriented hospitality
business, culture is all about the people. To follow the hospitality culture, it is very important to
explain the values and mission of the organization (Fakhar , 2012). Service culture is the part of
hospitality organization and to follow this, manager chooses candidates who have capacity to pay
attention to details. After choose the right candidate, manager train them very carefully and
develop their positive qualities ( Elsmore, 2017).
When manager hire candidates who is good for the culture of organization, then manager
explains the mission and values of organization. Managers and leaders tell them about the story
behind the values and mission of organization because every organizational culture has great
stories and history. After all this process, Employee begins his work by following culture of
organization (Elizabeth & Neil, 2013).
To create continuity in the organizational culture, hospitality managers and leaders understand
and observe the spirit of organizational culture and make changes, if culture needs any change.
Maintain the culture with ceremonies, symbols, rewards and modeling. If manager creates any
change in the culture then manager is very clear that why he is making this change and justifies

ORGANIZATIONAL CULTURE 3
the change. Besides it, managers observe all the employees of organization that they are
following the culture or not, if now then why and tell them about the importance of culture.
Four Seasons hotel follow the three level of culture; one is Artefacts, second is Espoused beliefs
and values and third is basic underlying. Hotel also follow their golden rule which is they want
treat others as they would have them. Hotel follows their goals, beliefs and principles which is
very important for the culture of organization (Fourseasons, 2019b). The greatest strength and
asset of the hotel is people and hotel believes that they want job satisfaction because patron
satisfaction depends on the group work. The main culture of this hotel is respecting the
colleagues and understands the importance of contribution. Hotel behaves very pleasantly with
the customers and this behavior increases the reputation and profit of hotel. The main reason
behind the success of hotel is that their every decision is based on their beliefs and clear
understanding of what they do. To achieve reasonable and fair profit, they ensure the success of
company as well as benefit of shareholders, customers and employees (Fourseasons, 2019b).
To maintain the culture of organization, hotel four seasons follow the HRM practices. Manager
of hotel collect the best employees team and for this they hire people for their attitude, not for the
experience. They empower the staff to solve problems independently. Managers create
environment of work based on the mutual respect and trust, provide proper training, guidance
and information about every important aspect of organization. Not only this, they also offer free
meals and complementary stays at their hotel around all over the world which motivate the
employees. With all these things, employees become dedicated about the work and also identify
the goals and values of the organization that can be very helpful to maintain organizational
culture and increase the profit. Hotel also offer rewards and incentives to employees for their
better performance as well as provide skill development training.
As discussed above, Artefacts are important for the organizational culture and hotel four season
also creating hotel properties using superior design and finish which shows the culture of hotel.
Hotel’s employees have a clear belief, value and understanding of work. The organizational
culture of Four Seasons has directed the company to create a strong service culture.
Organizational services are very important for the success of organization.

ORGANIZATIONAL CULTURE 4
It can be concluded from the above discussion that organizational culture is very useful to make
a unique identity of the hotel and increase the profit of business. It can be recommend to the
hotel that creates an environment that attracts the best and keep them. Provide competitive
salary, comfortable uniforms, work-life balance, ergonomic workstations, and exceptional food
staff. These motivational things provide the job satisfaction to employees and when employees
get satisfied then they give their best performance which satisfy the customers and increase the
business profitability.

ORGANIZATIONAL CULTURE 5
References list
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Dwyer, L., Teal, G. & Kemp, S., 2018. Organisational culture & strategic management in a
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Elizabeth, K. & Neil, K., 2013. Organisational Culture: Concept, Context, And Measurement.
Singapore: World Scientific.
Fourseasons, 2019b. about us. [Online]
Available at: https://www.fourseasons.com/about_four_seasons/
[Accessed 13 August 2019].
Fourseasons, 2019b. service culture. [Online]
Available at: https://www.fourseasons.com/about_four_seasons/service_culture/
[Accessed 13 August 2019].
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towards success in organizational goals in France. Hospitality & Tourism Management
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María Del Rosario, R.-S., Patricia S., S.-M. & René, D.-P., 2017. Eco-innovation and
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