...Managing cultural diversity in hospitality industry Yi Gong University of Nevada, Las Vegas Follow this and additional works at: http://digitalscholarship.unlv.edu/thesesdissertations Part of the Hospitality Administration and Management Commons Repository Citation Gong, Yi, "Managing cultural diversity in hospitality industry" (2008). UNLV Theses/Dissertations/Professional Papers/Capstones. Paper 480. This Professional Paper is brought to you for free and open access by Digital Scholarship@UNLV. It has been accepted for inclusion in UNLV Theses/ Dissertations/Professional Papers/Capstones by an authorized administrator of Digital Scholarship@UNLV. For more information, please contact digitalscholarship@unlv.nevada.edu. 1 MANAGING CULTURAL DIVERSITY IN HOSPITALITY INDUSTRY by Yi Gong Bachelor of Science China Chongqing University 1998 A professional paper submitted in partial fulfillment of the requirements for the Master of Science in Hotel Administration William F. Harrah College of Hotel Administration Graduate College University of Nevada, Las Vegas December 2008 2 ABSTRACT Managing Cultural Diversity in Hospitality Industry By Yi Gong Gail Sammons, Committee Chair Professor of Hotel Management University of Nevada, Las Vegas Cultural diversity has become a major issue in the hospitality industry of the United States. This paper focuses on analyzing the change faces and current status of the cultural diversity in the hospitality workplaces...
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... In order for companies to expand cultural diversity considers a complicated part of management phase inside the corporate culture. Managing cultural diversity need a right method mainly from top management personnel in conditions of cultural sensitivity and local focused. International expansion was a “desirable” element for senior executives of mainly large corporations, firms of every size can now no longer afford to ignore the consequences of remaining a domestic player (O’Hara). Foreign companies face many challenges in expanding their business activities globally. Cultural barriers can make unpredictable problems as companies set up offices and production around the world. Critic of the multinational corporation usually views it as an economic and often political means of foreign domination. Many organizations, global diversity and cultural differences are seen to be difficult to overcome rather than as tools to be influenced for business success. Although more than 75% major American companies focus on diversity as a strategic advantage and business leverage in the U. S. there is minimal carry over internationally (Digh, 2001). These companies find themselves in the perplexing position of attempting to “roll out” overseas those diversity initiatives that were designed for a domestic workforce in many cases without knowing why or how (Digh, 2001). Understanding the nature of diversity helps businesses to understand a culture’s needs and wants...
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...Portfolio of Reflective Cultural Practice Assignment Contents Page Portfolio of Reflective Cultural Practice Assignment 1.1. Introduction In recent times, there has been seen an increased change in the composition of the workforce in organisations because of the rapidly growing globalisation which has made the world increasingly more interrelated (SOURCE). Therefore most business’s around the world including the hospitality and tourism industry need to enter into a cross-cultural alliance to become more effective due to globalisation having a significant impact on the personal characteristic in the workforce because of the increasing cultural diversity (Lloyd and Hartel, 2010). Ferraro (2005) argues that globalisation is not just a passing trend but has submerged acting as a replacement for the cold war system. Therefore this reflective portfolio aims to explore some of the theories surrounding cross-cultural behaviour in order to relate and understand the behaviours of the cultures in respectively Denmark and the US. However in order to do so, a definition of the meaning culture will be primarily discussed and what stereotypes Denmark and the US the authors carries toward both countries. Through the analysis and the information gathered from the theories, potential opportunities and difficulties will be identified between the two countries cultural diversity in relation to motivation, teams, communication channels and conflict and dispute resolution. Lastly...
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...THE INTERNATIONAL JOURNAL OF KNOWLEDGE, CULTURE AND CHANGE MANAGEMENT Madrid, Spain Diversity Assessment Tools: A Comparison Abstract: Much has been written about how to address diversity in the human resources function (recruitment, retention, professional development etc.) but less has been written about how to develop strategies to leverage diversity in other areas. This study proposes an approach to exploring diversity through the value chain and a tool to help an organization assess its strategy. The Diversity Audit Tool (DAT) was developed from an analysis of current diversity practices in the Information Communications and Technology (ICT) Sector in Canada. This paper will review the dimensions of the tool and compare it to six other diversity lenses. Keywords: Diversity assessment, diversity audit tool, diversity lens, “business” case for diversity. Increasingly corporations in Canada have stressed the importance of embracing diversity and have stressed the benefits of creating inclusive work environments which: Promote the work of all organizational members and ensures that it is acknowledged, respected, and that employees are compensated equitably for it Value diversity both within the organization and outside of it Implement a meritocracy – rather than non-job-related ascribed characteristics – ensuring the need for equality and fairness underpins the organizational culture Emphasize individual accountability at all levels of the organization Constantly...
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...CHAPTER 1 INTRODUCTION Today’s world is the booming of technological industry. Courses like Hotel and Restaurant Management are being upgrade as people go through information age. If we look at the hotels in the city, Hotel's are using the new form of technology, including the interior design, tools, room and kitchen equipments to provide the accurate service to guests. According to the Oxford English dictionary, Hospitality means the reception and entertainment of guests, visitors or strangers with liberality and good will. The Hotel and Restaurant Management Curriculum provides a synthesis of different skills, concepts and principles specializing in hospitality training. It involves the study and application of practical and managerial knowledge and functions such as hotel and restaurant operations, culinary arts, food service, hospitality education and research that are essential in preparing the students to become adept future restaurateurs and hoteliers. In the broadest sense, information refers to both the hardware and software that are used to store, retrieve, and manipulate information. At the lowest level people have the servers with an operating system. Installed on these servers are things like database and web serving software. The servers are connected to each other and to users via network infrastructure. And the users accessing these servers have their own hardware, operating system, and software tools. Many companies now have IT departments for managing the...
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...NCVER Cross-cultural training and workplace performance Robert Bean Robert Bean Consulting The views and opinions expressed in this document are those of the author/project team and do not necessarily reflect the views of the Australian Government, state and territory governments or NCVER Publisher’s note Additional information relating to this research is available in Cross-cultural training and workplace performance: Support document. It can be accessed from NCVER’s website . To find other material of interest, search VOCED (the UNESCO/NCVER international database ) using the following keywords: cross cultural training; cultural awareness; workplace learning; capacity building; training provider; employee attitude; employer attitude. © Australian Government, 2008 This work has been produced by the National Centre for Vocational Education Research (NCVER) under the National Vocational Education and Training Research and Evaluation (NVETRE) Program, which is coordinated and managed by NCVER on behalf of the Australian Government and state and territory governments. Funding is provided through the Department of Education, Employment and Workplace Relations. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced by any process without written permission. Requests should be made to NCVER. The NVETRE program is based upon priorities approved by ministers with responsibility for vocational education and training (VET)...
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...Strategic Human Resource Management McDonald’s Restaurant Rose C. Masiku, Olutosin Babatunde, Jose Mira Uguina, Alberto Villarrubia Garcia, Paola Aguirre B00031200, B00029719, B00054480, B00065743 and B00065744 Department of Business School of Business & Humanities Institute of Technology, Blanchardstown Dublin 15. Word Count: 3500-4000 Actual Word Count: 3,857 EXECUTIVE SUMMARY The aim of this project is to analyse McDonald’s human resources practices from a strategic Human Resources management perspective. Strategic human resource management is a concept that relates to the way an organisation links its human resource strategies and practices to the organisation’s objectives and strategy. Since it’s a ‘strategic’ approach to human resource, the company’s strategy according to (Johnson, Scholes & Whittington 2011; p3) should be ‘the direction and scope of an organisation over a long- term, which achieves advantage in a changing environment through its configuration of resources and competences’. However there have been many debates varying from academics to critics about what strategic human resource management (SHRM) actually embraces and implies for organisations. Definitions range from 'a human resource system, that is tailored to the demands of the business strategy', (Snow, 1984)to 'the pattern of planned human resource activities intended to enable an organization to achieve...
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...full text archive of this journal is available at www.emeraldinsight.com/2046-9012.htm EJTD 36,4 Developing diverse teams to improve performance in the organizational setting 388 Katherine L. Yeager and Fredrick M. Nafukho Received 2 February 2011 Revised 18 August 2011 Accepted 7 October 2011 Department of Educational Administration and Human Resource Development, College of Education and Human Development, Texas A&M University, College Station, Texas, USA Abstract Purpose – The use of teams in organizations given the current trend toward globalization, population changes, and an aging workforce, especially in high-income countries, makes the issue of diverse team building critical. The purpose of this paper is to explore the issue of team diversity and team performance through the examination of theory and empirical research. Specifically, the paper seeks to answer the question: “How might individuals with diverse characteristics such as culture, age, work experience, educational background, aptitude and values, become successful team members?”. Design/methodology/approach – A review of theories that are pertinent to individual differences and team formation, including social identity theory, mental models, inter contact theory, social comparison theory, and chaos theory, was conducted. Team formation and diversity literature were reviewed to identify ways of developing diverse and effective teams. Findings – It is a truism that working together...
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...of the HR department. The paper will then address personal preferences and reasoning. Finally, the paper will discuss methods of improving Marriott’s competitive advantage and three ways they can increase diversity. Ensuring HR strategy is in alignment with the business strategy One way a company can ensure the HR strategy is in alignment with the business strategy is to organize the HR department to be a strategic entity. This would entail every aspect of HR – hiring, training, development, compensation, performance, etc. - being strategically focused in alignment with the business strategy of the organization. It will take effort and a realization that HR is more than administrative support. The definitive goal is for HR to support an organization through the management of human capital, which is the major subset of the broader organization’s strategy (Righeimer, n.d.). A more specific way to ensure the strategies are in alignment is to incorporate the company’s strategy into performance management. Goals are developed for personnel which incorporate the specific tasks necessary for each area to successfully complete in support of the vision. This assists in the accountability of employees in support of the business strategy and allows employees to see how they personally and specifically contribute to the success of the organization. And when employees have “buy-in”, they traditionally perform better resulting in a stronger organization. Ultimately, they “integrate...
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...Introduction Marriott International, Inc. is a global leading hospitality company with more than 4,000 properties, and more than 690,000 rooms in 77 countries. Marriott operates franchises, and licenses hotels and timeshare properties worldwide. It also licenses the operation, development, marketing, sale, and management of vacation ownership and related products. Marriott was founded in 1927 by J. Willard Marriot and Alice Marriott in 1927 and is headquartered in Bethesda, Maryland, USA. JW Marriott Hotels & Resorts is Marriott International’s luxury brand that consists of 60 exceptional properties in gateway cities and distinctive resort locations around the world. JW Marriott Hotels & Resorts are expanding into gateway cities and established resort destinations as well as emerging luxury markets throughout the world. JW Marriott Hotels & Resorts compete with other fine luxury hotel brands such as Fairmont, Park Hyatt, Shangri-La and Conrad and high-end independent properties. Marriott International reported revenues of nearly $13 billion in fiscal year 2013. It has been committed to guest satisfaction, and operates and franchises hotels under 18 brands for more than 80 years. There are three roles within the Marriott “family” culture which are associates (employees), customers and its communities. “Take care of your employees and they’ll take care of the guests” was the philosophy of Marriott’s founder. “Spirit to serve the customers” is the core value of...
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...Page |1 NAME DEGREE Jingjing LI BA (Hons) Business with Human Resource Management TUTOR TITLE Hans Christian Andersen Factors that Influence Employee Turnover in the Hospitality Industry DATE STUDENT March 2012 No: 10037381 Newcastle CAMPUS STUDENT No: 11027894 Project submitted in partial fulfilment Of the requirements of the BA (HONS) BUSINESS WITH HUMAN RESOURCE MANAGEMENT Of Northumbria University Page |2 DECLARATIONS I declare the following: (1) that the material contained in this project is the end result of my own work and that due acknowledgement has been given in the bibliography and references to ALL sources be they printed, electronic or personal. (2) the Word Count of this project is: Section A: 3991 Section B: 6422 Reflective Statement: 508 Total Word Count: 10921 (3) that unless this project has been confirmed as confidential, I agree to an entire electronic copy or sections of the dissertation to being placed on Blackboard, if deemed appropriate, to allow future students the opportunity to see examples of past dissertations. I understand that if displayed on Blackboard it would be made available for no longer than five years and those students would be able to print off copies or download. authorship would remain anonymous. (4) I agree to my project being submitted to a plagiarism detection service, where it will be stored in a database and compared against work submitted from this or any other School or from other institutions...
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...particular industry if they receive quality service and quality product that they want. Customer will be satisfied if they get what they want. To achieve service quality and customer satisfaction must have valuable human resources. Through training and development program, employee will be become more perfect to achieve service quality. Therefore, training and development program that will influence service quality and customer satisfaction are very important for an organization to be successful. Keywords: Service quality, customer satisfaction, training and development program Acknowledgement I would like to acknowledge the important role of Ms.Adeline Yong, my tutor for teaching us how to write a research proposal, how to find journal, how to set up questionnaire, how to collect data and how to use SPSS system. This research proposal is one of my coursework to review the relationship between training program, customer satisfaction and service quality. Introduction In this research proposal, include explanatory study that will seek to test the effective training program influence service quality and customer satisfaction. The first section of the proposal introduces the proposed study. Nowadays organizations need to make themselves different from all the competitors. The most important part to make them different and special is good service quality that can achieve highest customer satisfaction. According to Hansemark...
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...is to provide a brief description of the hospitality industry in UK along with its size, scope and diversity in order to convince the panel of potential investors to invest in the hospitality industry. My management consultancy firm was asked to produce a formal report focussing on the foreign business people to help them to decide whether to invest or not in particular sector of the industry for the coming London 2012 Olympic games. It will provide them a brief description of different ownership styles, management styles as well as organisational structure of several different sectors of the hospitality industry. Moreover, it will also provide the detail analysis of current trends, issues and recent developments within the industry. There are different sectors in the hospitality industry like hotels, restaurants, clubs and bars, contract catering, casinos etc. The particular sector that I am going to focus is the accommodation sector i.e. hotel and I am presenting the ideas that i have generated while doing the research. INDEX PAGE Executive Summary…………………………………………2 Definition of hospitality industry……………………………4 Scale, scope and diversity…………………………………...5 Organisational Structure……………………………………..6 Contemporary issues…………………………………………7 Changes in last 20 years……………………………………...8 Current trends…………………………………………………9 Conclusion…………………………………………………….9 Bibliography………………………………………………….10 Definition of hospitality industry Hospitality industry is a very broad industry. It is...
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...Project: Operations Description of NCR Corporation Introduction NCR Corporation is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming and public sector organizations in more than 100 countries. NCR has a rich history providing high-quality, innovative solutions that meet customers’ needs in an ever-changing market-place for 125 years. But a great company is more than the product it sells. I believe a great company is focused on long-term and sustainable growth, placing just as much emphasis on growing its product line as it does on growing its employees and the communities it serves.NCR is headquartered in Duluth, Georgia. It is a place where people want to come to work because they are continuously invigorated by new ideas and are engaged in improving how to do business. It is a place that recognizes its profound responsibility to the communities where it does business, striving to help those communities thrive by supporting local institutions and employing people who make volunteer work a priority. It is an organization that sees environmental stewardship not as the latest new trend, but as a critical issue in sustaining the future- ensuring our natural resources are protected and preserved. NCR expecting business partners throughout their supply...
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...Improving Communication and Diversity at Huzzah Valley Kaitlynne Forbes Western Governors University A. Introduction/Abstract Due to our ever changing culture and diversity, the United States has become commonly referred to as the “melting pot.” Every day this country is becoming more and more diverse and acceptant of other cultures. This is becoming more and more prominent in the workforce as well. Not only are people from all around the globe able find work in the United States, but women are also becoming more dominant in the workforce. Although there is still a lot of speculation as to whether or not women and men are getting equal treatment and pay, many women today are finding themselves suffering from little to no discrimination in the workplace. In today’s society, people also tend to stay in the labor force longer. Recent studies show that more elderly people are working longer than in previous years. With more women, elderly, and culturally diverse people working, communication between workers can become quite challenging. Therefore, it is important to practice improving communication abilities in the company through the application of diversity skills (Linn, 2013). A.1. Demographic Changes One demographic change that we see regularly today is the work force becoming more culturally diverse. Every year the numbers of culturally diverse employees are growing more and more. According to the U.S. Bureau of Labor Statistics, by race, Caucasians made up...
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