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The paper explains how the organizational culture of Shangri-La Hotels and Resorts is based upon a five-tier organizational design. The paper goes on to discusses how the critical success factor in the organization culture at Shangri-La hotels is the delegation of authority that encourages the employees to take initiatives on their own. The paper examines how in China, employees were reluctant to make decisions on their own, and so the management of the company focused upon continual training and communication to impress upon the employees the importance of taking initiatives on their own. The paper demonstrates how this has given the company a sustainable competitive advantage. The paper also provides recommendations to the company regarding future strategies and technology systems.
From the Paper:"Shangri-La Hotels and Resorts had been established in Singapore by Malaysian-Chinese tycoon Robert Kuok. Soon after its founding, the company quickly differentiated itself from competition by uniquely positioning on distinctive Asian standards of service and hospitality. By 2006, the company had diversified its operations into four main areas: hotel ownership and operations, property development, hotel management and spas. By this time the company had also become the largest hotel chain in Southeast Asia. This position had been built based on the intangible resource of it service model which was to delight the customer each and every time. Shangri-La hospitality was built around five core principles: respect, humility, courtesy, helpfulness and sincerity. These core principles formed the basis for the company's service model (http://www.shangri-la.com/)."
Sample of Sources Used:
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- Luxury hotels and resorts. Official site Shangri-La Hotels and Resorts 2010. http://www.shangri-la.com/
- Sirkin, H L, Keenan, P & Jackson, A 2005, 'The hard side of change Management', Harvard Business Review, vol. 83, pp. 108-118.
Cite this Case Study:
Organizational Culture at Shangri-La Hotels (2011, January 06) Retrieved February 24, 2021, from https://www.academon.com/case-study/organizational-culture-at-shangri-la-hotels-146626/
"Organizational Culture at Shangri-La Hotels" 06 January 2011. Web. 24 February. 2021. <https://www.academon.com/case-study/organizational-culture-at-shangri-la-hotels-146626/>