14 Dec 2018

Corporate Culture

Corporate Culture in Hotel Industry of Nepal as experienced By Deependra Singh ( Director- Food and Beverage Service, Hotel Crowne Imperial)

Corporate Culture in Hotel Industry

This may not be surprising to see the head of the department or managers at a 5-star hotel abruptly stop reporting to work after serving in the company for years. I am putting more emphasis on “5 star” here, for it means luxury, comfort, and security for guests. But what about the comfort and security of people, including security for the guests. But what about the comfort and security of people, including managers, working there on a contractual basis.

It seems to be common practice in star hotels here; a general manager may ask any of the managers abruptly not to report to work from the following day- the reason given for the diktat may vary.

It’s bitter truth to say employees get’s paid less in Nepal. Even though they work 10-12 hours on daily basis dedicately.

On April 25, 2015, a massive earthquake hit the country. But a contractual manager had to work that day and had to be on time the next morning, for there were in-house guests to be taken care of. Why am I giving this reference? Does this show this reference? This shows the dedication on the part of contractual managers as well as expectations from them.

Many contractual managers often dread to hear that a new general manager is arriving. The worry seems from whether the new boss would like him/her or not. The meaning of “like” may not be related to work and performance only; it goes a bit far and may carry a wider definition.

My Experience about Corporate Culture

I am a hotel management graduate with 18 years of experience in Nepal’s privately run 5-star hotels. Working as managerial positions for more than a decade and led one of the largest departments of a hotel making it Number one in Nepal in terms of revenue earning.

I have come across a situation in which one of the key department heads who gave his 30 years to a 40-year-old hospitality facility to make the department Number one, left or had to leave suddenly.

General Manager(foreigner) was unsatisfied with the food cooked at hotel. So he called him and directly fired him. That GM was working just for 4 months only.

The department head put in his papers not to return to work the next day. What one must not forget is that 90 percent of food items could have been not to the liking of the general manager, a foreigner who had arrived in Nepal only four months ago.

Question aroused on my mind

So the question arises; was there any corporate culture in the Rs.100 crore company? The hotel industry is different from others in the sense it is up and running all the time 24×7, seven days a week, round the year without fail, even during curfew and strikes. Not to mention even the immediate aftermath of the earthquake.

Those working in the hospitality industry have to work day and night. The gentleman I mentioned above- I had seen myself was at work until 8 pm the day the massive earthquake struck the country, and the next morning he was back to work at 7 just to ensure that everything was in place, that operation was smooth with the limited number of staff present that day. He used to live 20 kilometers from the hotel.

The hotel industry in Nepal has gone through several ups and downs. The Nepali management staff have worked very hard to save this industry. With tourism expected to flourish and more tourists expected to arrive here, we believe the industry will see further growth. But where we are lagging is we have not been able to bring corporate culture into the industry.

What else

Corporate culture is rooted in an organization’s goal strategies, structure, and approach to employees, customers, and community. Corporate culture refers to the beliefs and behaviors that determine how a company’s employees and management interact and handle outside business transactions. One of the major aspects of corporate culture is employee benefits. But sadly this part seems to have been overlooked in Nepal’s hotel industry.

In the hospitality business, while customers must get the best of services, those who ensure these services the staff within the organization also deserve fair treatment. Only then can an industry sustain, ensure smooth operations and flourish.

Corporate culture develops slowly over time and a company creates a niche through its culture that is reflected in various aspects staff dress code. Discipline, office setup, treatment of clients, client satisfaction, etc.

If you are a keen observer, you must have noticed some of the renowned hotels have the same furniture same setup and even the same setup cutlery for ages. I encountered a guest who told me the plates used during his granddaughter’s rice feeding ceremony were similar to what he had seen 20 years ago when he had hosted his daughter’s wedding party.

My thoughts on Corporate Culture

This is just an example, what I am trying to say is the industry must learn to adapt to the change with time.

The success of any company depends on the cumulative efforts its human resources put in. In the hospitality business, where humans directly deal with customers face to face on most occasions staff play a crucial role in writing the success story of the company. Staffs are the pillars and takes good care of clients with utmost priority. Definitely Staffs must be treated well emotionally and financially. It’s what hotels must embrace the corporate culture. The sooner the better.

Why am I sharing about Corporate Culture in Hotel’s of Nepal

Before entering in the Hotel Industry, I was not aware of such things. I assumed that skills that I had learned would only matter however corporate culture practice was new thing for me. It was that moment I realized that Hotel Management Colleges/ Schools in Nepal would make us aware of such factors. Becuase it had major effect and impact on my career.

As being one of the Teacher/ Trainer in IHTS I do certainly make students aware of such things. Letting them know in advance will make them mentally prepared and won’t be frustrated in future while walking towards the career.

Last but not the least I would also suggest each and every Hotel Management Collges in Nepal to make students aware of it like IHTS does provide to it’s students.