Organizational effectiveness in hospitality: the culture, process and professional growth

Abstract

Successful service organizations are characterized by a distinctive culture of service, leadership, and role modeling by top management and their active involvement in strategic decisions. Employees are seen as a resource that needs to be developed rather than a cost that needs to be minimized. In order to be successful, organizations need to focus first on their employees to understand organizational effectiveness. People's perceptions become reality. Employee satisfaction increase with an organization that offers greater skill variety, task identity, task significance feedback and independence. The combination of customer and employee satisfaction leads to improved organizational performance through repeat business and word-of-mouth recommendations from the customers, as well as improved employee morale, increased effort, and lower turnover. A highly effective organization is a means to developing a self-renewing, continuously improving organization. It focuses on developing a healthy culture, effective processes, and professional growth. Highly effective organizations that invest the time and resources necessary to master and deploy total quality service principles enjoy cost reductions, lower employee healthcare expenses, and greater productivity. The purpose of this study is to evaluate the organizational effectiveness of a particular hotel in Minnesota. This will be done through semi-structured interviews, focusing on the culture, processes, and professional growth of the organization. This study was important to improve the hotel's organizational effectiveness and to become a highly effective organization.