This paper examines the organizational behaviour of Heritage Marina Hotel, a hospitality organization viewed as mediocre in performance. Heritage Marina Hotel is a San Francisco organization running hotels and hospitality services. A diversified group of hospitality experts who have worked in the field for a long time and have collected extensive knowledge in the north coast region recently launched the firm (Chittiprolu et al., 2021). Consequently, this paper will discuss the organization’s culture, community contribution, and overall reputation.
To begin, Heritage Marina Hotel needs a well-defined and robust organizational culture. The missions and values of the organization are unclear and have not been adequately communicated all over the workforce. Lack of a clear direction may result in a lack of a sense of purpose and employee engagement. The absence of customer-centric culture can lead to a poor customer experience, resulting in customer satisfaction (Chittiprolu et al., 2021). Consequently, the organization still needs to enhance the culture of employee development and empowerment. Development and training initiatives are limited, leaving employees less equipped to handle different customer service cases. Therefore, the employee’s job satisfaction and morale are affected, resulting in poor services being provided.
Moreover, Heritage Marina Hotel still needs foster inclusive workplace culture for its employees. The organization has not recognized the significance of enhancing diversity and respecting varying backgrounds and perspectives. The employees working in the organization are not encouraged to participate in inclusion and diversity training that could further enhance their understanding of cultural competence (Chittiprolu et al., 2021). Inclusive culture helps to attract the best talents and innovation, and creativity in the company.
Regarding contribution to the community, Heritage Marina Hotel has yet to prioritize philanthropic programs and community engagement. While some organizations perceive community involvement as a chance to connect with their local markets and build their reputations, Heritage Marina Hotel has yet to invest significantly in this effort. Lack of community involvement could contribute to people negatively perceiving the organization as mediocre to the community’s well-being and societal issues (YURCU et al., 2020). The employees of Heritage Marina Hotel have yet to be encouraged to always take part in volunteer initiatives during their time of work which further the company from making positive contributions to the community.
The overall reputation of Heritage Marina Hotel is indifferent at best. The customers’ perceptions are mixed where. Others express their satisfaction with the organization’s services, whereas others claim dissatisfaction with it because of the subpar customer service and inconsistent experiences. The organization’s lack of community engagement and tie has made the review mediocre and disconnected from the community the organization serves (YURCU et al., 2020). The organization’s minimal dedication to community service has granted it less recognition and praise, which further affects its international and local reputation. Limited community service has significantly affected the organization’s operations as it could not gain customers who needed their services, making the organization suffer more losses.
The absence of well-defined leadership in Heritage Marina Hotel limits it from forming a more robust organizational culture. Leadership plays a significant role in communicating and shaping the organization’s goals and values. Lack of employee development and training in an organization results in a workforce that cannot quickly meet consumer expectations (YURCU et al., 2020). Proper training of the employees can help the organization deliver the best services. Heritage Marina Hotel reduced efforts in philanthropy and community engagement portray its lack of commitment to Corporate Social Responsibility hence affecting its reputation among various customers.
In conclusion, Heritage Marina Hotel is an example of a hospitality organization with mediocre organizational behaviour. The organization needs customer-centred culture, reduced community contribution and a mixed reputation which significantly contributes to the organization’s decline (Chittiprolu et al., 2021). By addressing the challenges related to this organizational behaviour, the organization can enhance its performance as well as its reputation in the field of the hospitality industry.
References
Chittiprolu, V., Samala, N., & Bellamkonda, R. S. (2021). Heritage Hotels and customer experience: a text mining analysis of online reviews. International Journal of Culture, Tourism and Hospitality Research, 15(2), 131-156.
YURCU, G., AKINCI, Z., & KÜÇÜKER, C. (2020). Tourist perceptions about food service characteristics in accommodation enterprises: An importance-performance analysis. Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7(3), 656-680.
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