Master of Hospitality Administration
First Committee Member
Gary Potts, Chair
Number of Pages
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.
Customer services; Hotels – Employees; Luxuries; Organizational learning
Hospitality Administration and Management | Human Resources Management
Vargas, Andres F., "Creating, sustaining, and growing the learning culture of a new luxury hotel" (2008). UNLV Theses, Dissertations, Professional Papers, and Capstones. 582.