Exploring cultural traits in a local hotel in Jordan using qualitative approach

How do researchers impact society? 

If they disseminate their findings, they will benefit society, represented by institutions, organisations and businesses; those parties may then decide to use the findings in changing the ways and methods they use, which depend on their organisational culture, to advance their performance.

The question is: Do we have this research sector in our society that is connected to the different industries of the country? What are the chances that those researchers could be part of a change that advances society’s performance in many sectors?

As an independent researcher, I explored the impact of managing cultural change on performance in local hotels in Jordan. It is several people’s concern within the industry that led me to study this aspect, since literature suggests that organisational performance is associated with organisational culture. 

For this reason, I approached a hotel to investigate the association of organisation culture and its impact on performance through a case study approach. I interviewed the manager in charge using semi-structured questions designed for the interpretation of the status quo of performance, the relation of performance to culture and if there are ways to enhance the quality of performance.

The interviewee was selected for his proper experience in the local hotel management in Jordan and abroad, and for his position. From his stand, he can evaluate and decide on many issues that would encounter the quality of performance in the local hotels in Jordan. This hotel formulates a good case study for describing the issue of performance and how could management solve this issue in order to enhance the quality of performance in such a hotel.

The first question was trying to identify an established definition between the researcher and the interviewee about the meaning of management culture. The second question tried to verify the link between management programmes and the culture in the work environment. The third question focused on the recognition of the status quo of quality of performance in a local hotel in Jordan, which this hotel is an example of. In the fourth question, after describing what is meant by culture management, the researcher tried to connect change with performance. The fifth and the sixth questions focused on exploring the customer’s view of performance and the obstacles that hindered the advancement of performance.

It was found from the main themes extrapolated from the answers’ transcription that the organisation’s culture is associated with low-level conduct associated with national culture in this hotel. Laziness, carelessness, focusing on easy work, “do-not-follow” the rules habit and “do-not-accept” new knowledge were among the traits that local employees share within the organisation culture. Moreover, it was noticed that similar required functions done by different cultures among employees, were achieved with more dedication to their work. Furthermore, an inverse relationship was discovered between higher amount of work in high seasons and the quality of the hotel’s performance.

Based on the findings, I would recommend adopting programmes that enhance performance related to motivation, team building, departmental teamwork, cooperation and building new skills. I would also recommend conducting training and development programmes related to departmental leadership and performance improvement in high seasons, that could teach the employees, within their different levels, to build managerial tasks, time management, and then connecting performance to motivation. These procedures may have an impact on the organisational culture that would enhance its performance in this particular hotel.

But what about other local hotels? Do they face such issues?

Further investigation is needed related to this aspect. However, I would suggest that starting on this path would be the organisational contribution to the cultural change in the hospitality industry that would impact performance. Moreover, we need this impact in our society not only from one sector but also from other sectors: Public and private.

Last but not least, we also need research practitioners in our society and an association between them and the industry in different sectors to assist in building a productive culture that can advance our society’s performance within the international community.