Culture cannot be forced - it can only be inspired
“How we do things around here” is the well known phrase the McKinsey organisation coined to describe the oft used term corporate culture. If that be the case, it is a sad indictment on the hospitality industry, which at a macro-level, is plagued with a turnover culture that has become a major problem.
Culture is defined as a basic set of understandings that are shared by members of an organization. Together with the expressed vision, mission, values, ethics and behaviour- they weave the fabric of the business. It’s more about a feeling that is created than specific programs that are put into place. Like that feeling of welcome which has nothing to do with a hotel’s category, size and range of amenities or staffing level.
Whether defined or not, make no mistake – culture exists. It is that inexplicable something that pervasively hangs in the air and influences how work gets done and determines the overall mood of the establishment - a mood that can thrill customers or kill the business.
It is by creating a common culture dedicated to perfecting the science and art of hospitality, that customer expectations - about how they wish to be treated will be met…every time, all the time. How the organisation is led would also influence its ultimate success or failure. As Richard Branson succinctly put it “There is no magic formula for great company culture. The key is to treat your staff how you would like to be treated”.
Employees are the secret sauce when it comes to handling customers. Unfortunately, only a few organisations have found that elusive recipe - one that enables them to carry out their magic. A recipe that includes empowering and encouraging staff, providing them with the tools they need to succeed, giving them the confidence to try new things, fostering an environment conducive to working with one another and most important of all, treating employees with respect - both owed and earned. In a nutshell, culture can’t be forced, but it can only be inspired.
It all starts with the level of organisation happiness. If employees aren’t feeling driven, engaged and energized, it makes it difficult to provide a great guest experience. An actively engaged and cheerful staff member will dramatically improve a guest’s attitude towards one’s business. Virgin Airlines swear by it, saying “…happy staff is proud staff, and proud staff delivers excellent customer service, which drives business success.”
An organisation’s ultimate success or failure is dependent on creating a culture that is a reflection of how the business is managed. Staffs need to believe that they are important in addition to profits, rather than instead of them. They shouldn’t feel that they are simply a means to an end. If they do, don’t be surprised to see them go out via the door…for good!
Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Ex-Hotelier
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