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Hospitality Administration and Management
University of Nevada, Las Vegas
UNLV Theses, Dissertations, Professional Papers, and Capstones
Customer services; Hotels – Employees; Luxuries; Organizational learning
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Creating, Sustaining, And Growing The Learning Culture Of A New Luxury Hotel, Andres F. Vargas
Creating, Sustaining, And Growing The Learning Culture Of A New Luxury Hotel, Andres F. Vargas
UNLV Theses, Dissertations, Professional Papers, and Capstones
This paper uses exploratory, qualitative research to study the development of an organizational learning culture at a new luxury hotel. In the service industry, human resources represent the most valuable asset in the organization. Simply put, employees embody the brand as they interact with guests at every touch point. Internal and external guests evolving expectations, global competition and product commoditization, have forced lodging companies to look for ways in which to remain competitive and appealing to all stakeholders. A new property that joins a renowned hospitality management company, faces the challenge to deliver service that is up to its existing …