INFLUENCE OF ORGANIZATIONAL CULTURE IN HOSPITALITY. CASE STUDY: FOUR SEASONS

Camelia-Monica Gheorghe () and Patricia Andreea Muntean ()
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Camelia-Monica Gheorghe: Romanian American-University
Patricia Andreea Muntean: Serenity Resort Codlea

Romanian Economic Business Review, 2024, vol. 19, issue 1, 80-104

Abstract: The tourism industry is one of the most dynamic and competitive in the world, and companies operating in this sector must be able to provide high-quality services and respond quickly and efficiently to customer demands. In this context, organizational culture becomes a key factor in the success of tourism companies. It can directly influence how the company achieves its objectives and how it adapts to market changes. The aim of this paper is to explore the importance of organizational culture in tourism companies. In this regard, the project will focus on analyzing the main elements of organizational culture and how they can influence the success of the company and customer satisfaction. Additionally, the project will examine how tourism companies can develop a strong organizational culture that enables them to remain relevant and competitive in a constantly changing market. The paper will begin by presenting the concept of organizational culture and how it can be defined and measured. Furthermore, the main elements of organizational culture, such as customer orientation, employee personal development, effective communication, and social responsibility, will be examined. Additionally, the importance of leadership and management involvement in developing a strong organizational culture will be analyzed. In conclusion, it will be argued that a strong organizational culture is essential for the success of tourism companies and that developing such a culture should be a priority for any company wishing to be competitive and provide quality services to customers. The project will also provide specific recommendations for tourism companies to help them develop a strong organizational culture and achieve their long-term objectives. In this context, qualitative and quantitative research was conducted on the organizational culture of the Four Seasons hotel group. The purpose of this research was to evaluate the level of employee satisfaction, identify practices and cultural traditions that contribute to the company's performance, and suggest recommendations for improvement. The sample consisted of 100 employees from all major departments of the Four Seasons hotel group, selected globally. The research revealed a correlation between the company's values and organizational culture with its commitment to quality and customer satisfaction, as well as an identification of employees with the company's values and organizational culture and high satisfaction in this regard. These results suggest that encouraging and strengthening the organizational culture of the Four Seasons company through employee training and development programs, performance recognition and reward programs, and programs to promote organizational culture among customers and business partners can contribute to its success and performance.

Keywords: organizational culture; hospitality; tourism industry; Four Seasons Hotels (search for similar items in EconPapers)
Date: 2024
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