Leader

A person who directs a unit and who

has the authority to command.
Organizations Culture
Is a way of behaving, thinking, and acting,
that is learned and shared by the
organizations members.
Is one that follows: the shared philosophies,
ideologies, values, assumptions, beliefs,
attitudes, and norms that knit a community
of different people together.
Its how they do things around.
 The Importance of Leaders
To create and sustain organizational culture that still
defines the corporate values. They are the role models.
They all had a strong commitment to excellent service
and they communicated it- through their words and
deeds- clearly and consistently to those inside and
outside the organization.
Translators and teachers of a top managers cultural
values and beliefs than as definers of their own units
culture.
 Managers must not only
consistently walk the walk and talk
the talk of excellent service; they
must constantly remind all
employees that they supervise to do
the same.
 Employees are natural boss
watchers. Everything their bosses
say and do tells employees their real
concerns, their goals, priorities and
values.
Culture & Reputation
Reputation
Overall quality or character as seen or
judged by people in general.
 Companies whose culture honor
customers, employees and
shareholders usually have excellent
reputations with all three groups.
 If the culture values excellent
service, the members learn that
providing excellent service is what
they are supposed to do.
 Unmanaged culture give weak and
inconsistent guidance to their
members on what the organization
needs them to do, why, how and
when.
The Gaylord Palms Hotels
Vision
1. Look everyone in the eyes and smile.
2. Speak first and last.
3. Look sharp.
4. Know your stuff.
5. Discover and delight.
6. Make it right.
Importance of Culture
 Culture as a Strategy
No matter how brilliant and well thought
out a strategy is, it will fail if it doesnt fit
with the organizations cultural values and
beliefs.
Culture as a Competency
If the organization is committed to a
strategy of service excellence, its cultural
norms, beliefs and values must support
service excellence. Otherwise, excellence
will not happen.
Beliefs
Define the relationships between
causes and effects for the
organizational members.
 If culture is a set of assumptions
about how things operate, beliefs are
formed to help the people inside the
organization make sense of how those
assumptions influence what they do
inside the organization.
Values
Define for the members what is right
and wrong, preferred and not preferred;
desirable behavior and undesirable
behavior.
 If management sends a clear signal to
all employees that providing good
service is an important value to the
organization, then the employees know
they should adopt this value.
Norms
Are the standards of behavior that
how people are expected to act while
part of the organizations.
 Norms in Advertising
Many hospitality organizations use
advertising as a means to sell their
services, to show the guest visually what
the guest experience should look like.
 Norms of Appearance
In addition to the norms of behavior,
most hospitality organizations have
norms of appearance and standards of
personal grooming.
Communicating the Culture
Culture is communicated to those
inside and outside the organization in a
variety of ways including laws, language,
stories, legends, heroes, symbols, and
rituals.
 Changing the Culture
he world changes and the people inside
the organization change. The culture
must also evolve to help members cope
with the new realities that the
organization faces.
 SAMSUNGS
Commitment to Human Resources
 CASE STUDY
1. What was meant by the philosophy of Chairman Byung-
Chull Lee-A Company is Its People?
2. What is the commitment of Samsung to its Human
Resources?
3. How do the management shape and equip its
employees? What are the positive effects to the
organization?
4. How do Samsung strengthen its Global Competency?
5. Samsung became a national company representing
Korea. Explain the Priority of Human Resources spirit
implemented by their organization.