Question

Suppose you are the owner-manager of a new five star hotel opening up in Goa / Darjeeling. For your venture to succeed you need to make sure that hotel employees focus on providing customers with the highest quality customer service possible. You are meeting to discuss how to create a culture that will promote such high quality service, encourage employees to be committed to the hotel, and reduce the level of employee turnover and absenteeism, which are typically high in the hotel business.

So on the basis of above imagination you need to answer the following questions.

1. What kind of values and norms will encourage employees to behave in ways that lead to high quality customer service?

2. Which factor is the most important determinant of the kind of culture you expect to find in five star hotel?​

Answer 1

For your venture to succeed you need to make sure that hotel employees ... Suppose you are the owner-manager of a new five star hotel opening up in Goa / Darjeeling. ... on providing customers with the highest quality customer service possible. You are meeting to discuss how to create a culture that will promote such ..