Award Date

5-2008

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration

Department

Hotel Administration

First Committee Member

Gary Potts, Chair

Number of Pages

20

Abstract

This paper uses exploratory, qualitative research to study the development of an organizational learning culture at a new luxury hotel. In the service industry, human resources represent the most valuable asset in the organization. Simply put, employees embody the brand as they interact with guests at every touch point. Internal and external guests evolving expectations, global competition and product commoditization, have forced lodging companies to look for ways in which to remain competitive and appealing to all stakeholders. A new property that joins a renowned hospitality management company, faces the challenge to deliver service that is up to its existing clientele expectations and consistent with its values, beliefs and principles. Hence, an organizational learning culture is pivotal to the success of new openings and future company growth.

Keywords

Customer services; Hotels – Employees; Luxuries; Organizational learning

Disciplines

Hospitality Administration and Management | Human Resources Management

Language

English


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