CULTURE LED MANAGEMENT for HOTEL MANAGERS

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By Dr Sri Kumar Sivakumaran
(President ASIA HOSPITALITY HUMAN RESOURCE ASSOCATION)

“WHEN WE TRAIN THEY WILL LEAVE FOR OUR COMPETITORS SO WHY TRAIN”
It’s a waste of money. As to my previous experience in the hospitality industry in Training Management this was the common advise provided by General Managers, Department Heads and sometime owners as the most important asset is neglected

Is it safe to say that all of us take the time to train our new employees on the technical aspects of their job so they can successfully uplift the service standards, easily maneuver through the operations and manage the budget. Is it as easy to say that we train the same Managers to lead in a way that is representative of the culture of our companies?

A company’s culture is evidenced by the actions of its employees. A Manager helps shape the mindset and actions of his or her team. Expectations have to be set for our supervisors, managers and directors by introducing the Mission Statement in orientation: As managers we should be committed to giving our staff the support, knowledge, and encouragement they need to deliver service that goes “above & beyond guest expectations.”
The Culture that should be in calculated in an organization are as follow.
Treating all employees with courtesy, respect and dignity: We believe that every employee should be treated as a whole person. By getting to know the individual, a Manager will learn how to show the type of courtesy and respect his or her employee desires.
Ensuring open communication: Our supervisors, managers and directors are trained to be a listening ear for their employees. However, the expectation is that they also share appropriate information to keep a level of transparency.
Acknowledging good performance: Not only does this encourage similar behaviour, it also proves to employees that their Manager pays attention.
Giving employees the tools, supplies and training they need: The best lodging management system in the world is no good if employees haven’t been properly trained. Managers are the advocates for their employees and must ensure their team is set up for success.
Being fair and consistent in discipline: Consistency leads to an easy-to-decipher expectation.
Developing our employees both individually and as a team: It is necessary to develop individuals through varied methods that make sense for the person and his or her aspirations.
Leading by example: If a company’s culture is evidenced by the actions of its employees, then a Manager’s actions need to lead his or her team to the desired company culture.