GRAND TARGHEE RESORT AND ITS SERVICE CULTURE ENVIRONMENT
Linda Holland-Blackwell
HOSP321
American Public University
I. Creating A Service Culture Within an Organization What is a service culture? “A service culture exists when you motivate the employees in your organization to take a customer-centric approach to their regular duties and work activities” (Kokmuller, n.d.). The management team of Grand Targhee delegated authority and responsibilities to their ski instructors. “At the time, Targhee’s horseback riding concession was run by an outside outfitter that strictly scheduled everything” (Kotler, 2013). Once management redesigned its service environment to make sure it knew what customers really wanted and planned how to attract and retain those customers, by changing the horse riding times and the way the service was offered to customers, this action did not change in marketing, just guest satisfaction and accommodations. Employees were responsible for carrying out the horseback riding tasks and given the authority to do whatever is necessary to fulfill customer the responsibilities. This helped develop effective employees and deliver quality customer service. What is a service culture in an organization? The answer is that it is different for each organization. No two organization operate in the same manner, have the same focus, or provide management that accomplishes the same results. Among other things, a culture includes values, beliefs,
Linda Holland-Blackwell
HOSP321
American Public University
I. Creating A Service Culture Within an Organization What is a service culture? “A service culture exists when you motivate the employees in your organization to take a customer-centric approach to their regular duties and work activities” (Kokmuller, n.d.). The management team of Grand Targhee delegated authority and responsibilities to their ski instructors. “At the time, Targhee’s horseback riding concession was run by an outside outfitter that strictly scheduled everything” (Kotler, 2013). Once management redesigned its service environment to make sure it knew what customers really wanted and planned how to attract and retain those customers, by changing the horse riding times and the way the service was offered to customers, this action did not change in marketing, just guest satisfaction and accommodations. Employees were responsible for carrying out the horseback riding tasks and given the authority to do whatever is necessary to fulfill customer the responsibilities. This helped develop effective employees and deliver quality customer service. What is a service culture in an organization? The answer is that it is different for each organization. No two organization operate in the same manner, have the same focus, or provide management that accomplishes the same results. Among other things, a culture includes values, beliefs,