Managing Organizational Communication In The Hotellerie Sector


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Key issue of Organizational Communication in Hotellerie Sector
Gestire la comunicazione organizzativa nel settore alberghiero

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Managing Organizational Communication In The Hotellerie Sector

  1. 1. prima Managing organizational communication in the Hotellerie sector Fabrizio Maimone, LUMSA University
  2. 2. prima The Tao of organizational communication <ul><li>Organizational communication is: </li></ul><ul><li>The fuel ; </li></ul><ul><li>The neural system ; </li></ul><ul><li>The satellitar navigator. </li></ul>Fabrizio Maimone, LUMSA University
  3. 3. prima The intangible assets <ul><li>The intangible assets of Organizational Communication in the Hotellerie sector: </li></ul><ul><li>Positive and warm relationships; </li></ul><ul><li>Climate of trust; </li></ul><ul><li>Integrity and cooperation; </li></ul><ul><li>Climate for innovation and knowledge exchange. </li></ul>Fabrizio Maimone, LUMSA University
  4. 4. prima The intangible assets <ul><li>(Effective) managerial communication; </li></ul><ul><li>(Effective) planning and management of web 2.0 communication tools; </li></ul><ul><li>Service oriented “Organizational space”. </li></ul>Fabrizio Maimone, LUMSA University
  5. 5. prima Climate for service Organizational behaviours and internal climate impact directly on the customer perception! Organizational communication is a powerful tool for the improvement of the quality of service and the “sex-appeal” of the brand experience. Fabrizio Maimone, LUMSA University
  6. 6. prima Climate for service <ul><li>The climate for service is made up of: </li></ul><ul><li>Culture; </li></ul><ul><li>Behaviours; </li></ul><ul><li>Relationships; </li></ul><ul><li>Emotions and feelings. </li></ul>Fabrizio Maimone, LUMSA University
  7. 7. prima Climate for service <ul><li>The climate for service is the key to improve: </li></ul><ul><li>The rate of customer fidelization; </li></ul><ul><li>The quality of work and service; </li></ul><ul><li>The level of customer delight. </li></ul><ul><li>Organizational communication is a critical factor for the “ climate for service ”. </li></ul>Fabrizio Maimone, LUMSA University
  8. 8. prima Climate for service Managers should be fully aware of the importance of the improvement of “ climate for service ”. Fabrizio Maimone, LUMSA University
  9. 9. prima Managing cultures <ul><li>There are (at least) 3 levels of organizational culture: </li></ul><ul><li>National (national identity); </li></ul><ul><li>Organizational (Corporate identity); </li></ul><ul><li>Group level (professional identities, subsidiaries, etc.). </li></ul>Fabrizio Maimone, LUMSA University
  10. 10. prima Managing cultures <ul><li>Each level of culture includes his own specific: </li></ul><ul><li>Languages (jargon, etc.); </li></ul><ul><li>Values ; </li></ul><ul><li>Paradigms ; </li></ul><ul><li>Behaviours . </li></ul>Fabrizio Maimone, LUMSA University
  11. 11. prima Managing cultures <ul><li>Each level of culture includes his own specific: </li></ul><ul><li>Meanings ; </li></ul><ul><li>Symbols ; </li></ul><ul><li>Rituals ; </li></ul><ul><li>Material artifacts . </li></ul>Fabrizio Maimone, LUMSA University
  12. 12. prima Managing cultures Organizational space can facilitate the ibridation among cultures Organizational space can facilitate the production and re-production of (new) values, meanings, symbols, behaviours, languages, paradigms, practices, etc. Fabrizio Maimone, LUMSA University
  13. 13. prima Managing cultures <ul><li>Hotel managers should facilitate the continuous negotiation among different languages and cultures of: </li></ul><ul><li>Customers; </li></ul><ul><li>Organization. </li></ul><ul><li>Building up a service oriented “third culture” </li></ul>Fabrizio Maimone, LUMSA University
  14. 14. References <ul><li>Maimone, F. 2005. Organizzazione cosmopolita. Relazioni organizzative e comunicazione nei contesti multiculturali. Un approccio sociologico . Rome: Aracne. </li></ul><ul><li>Maimone F., 2007, Dalla rete al silos. Modelli e strumenti per comunicare e gestire la conoscenza nelle organizzazioni “flessibili” , Milan, Franco Angeli; </li></ul><ul><li>Maimone, F., & Sinclair, M. forthcoming/2010. Affective climate, organizational creativity and knowledge creation: Case study of an automotive company. In W. J. Zerbe, N. M. Ashkanasy, & C. E. J. Härtel (Eds.), Research on Emotions in Organizations , volume 6, Bingley: Elsevier JAI </li></ul><ul><li>Sinclair, M., & Sinclair, C. R. forthcoming. Improving Hotel Efficiency through Integration of Service and Project Management Cultures. International Journal of Hospitality and Tourism Administration. </li></ul>Fabrizio Maimone, LUMSA University