Managing cultural diversity in the hospitality industry

Seminar presented by:Garibaldi A, Stanisic G,Petrides P,University of West London

Introduction

http://www.youtube.com/watch?v=ib-Qiyklq-Q.

Objective of seminar

To explore

What is cultural diversity and how can it be effectively managed in the Hospitality Industry?

Overview of seminar Section 1 – What is Culture and diversity Section 2 – What is cultural management Section 3 – Cultural diversity in the hospitality industry Section 4 – Legislation and policies relating to cultural diversity Section 5 – Hofstede’s Cultural dimensions theory Section 6 – The mosaic model by Kandola and Fullerton. Section 6 - Managing cultural diversity Section 7 - Cultural diversity and its benefits Section 8 - Challenges and issues with cultural diversity Section 9 – Conclusion and Questions ?

Culture … that complex whole which includes

knowledge, belief, art, law, morals, custom and other capabilities and habits acquired by man as a member of society. Taylor (1871) citied in Minkov

(2011) Culture - human activity and symbolic structure

designs that emphasize the importance and value of the actions. (Reisinger, 2009)

Culture diversity management

Culture diversity encompasses “… language, culture, race, nationality and religion” (Devine et.,2007:125)

Effective managerial response to the challenges of managing increasingly diverse workforces (Gröschl, 2011)

Cultural diversity in hospitality industry

Migrant workers have formed a substantial part of the hospitality workforce in UK (Janta,2011).

The growth of cultural diversity in the hospitality workforce results from a combination of global or international factors and conditions within the host country environment (Baum, 2007)

Legislation and policies relating to the cultural diversity

The Equality Act 2010 legally protects people from discrimination in the workplace and in wider society (UK Government, 2013)

Hofstede,s cultural dimensions theory

"Culture is the collective programming of the mind that distinguishes the members of one group or category of people from others“ Hofstede (2013)

Hofstede,s cultural dimensions theory

Hofstede 2013

Power Distance, Uncertainty Avoidance, Individualism versus Collectivism Masculinity versus Femininity Long Term versus Short Term Orientation Indulgence versus Restraint(Hofstede, Hofstede & Minkov, 2010)

Hofstede,s cultural dimensions theory

Kandola and Fullerton mosaic model

Mission and values

Objective and fair processes

Skilled workforce: aware and fair

Active flexibility

Inclusive

Culture that empowers

Kandola (2006)

Cultural diversity and its benefits

Rise people interpersonal skills. Increases team-work. Expand innovative and creativity. Different attitudes and behaviors. Skills and variety of language spoken. Growth company credibility. Increases productivity on complex tasks.

Divene et al 2007, Clements & Jones 2006, Peterson 2004, Sonnenschein 1997, Blair et al 2000

Challenge and issues with cultural diversity

Communication. Commitment and loyalty. People perceptions of change. Complicates decision-making. Generate conflict. High employment turnover Discrimination and legal ramification.

Baum et al 2006, Carr-Rufino 1999, Cox & Blakes 2001, French 2007, Holaday 2007, Schneider and Barsoux 2003, Wrench 2001,

Managing cultural diversity Adopt an employee relationship management system. Overcoming stereotyping and discrimination. Training. Empowerment of individual. Appraisal and performance evaluation. Implementing and practicing cultural diversity policy. Equal treatment/treat people individually

Groschl 2011, Ledwith & Seymour 2001, Madeira 2011, Maxwell et al 2000, Seymen 2006, Testa 2004, Wirth 2001

Diversity is an increasingly important component of the 21st century workplace. But putting these

strategies into action, your organisation will be well-positioned to leverage the power of difference.

(Leondakis 2011)

Conclusion & Question

References Accor Hotels (2009), Workforce diversity, (online), Available from:<

www.accor-na.com/diversity/index.asp> (Accessed October, 2013) Baum, T. (2006). Human Resources Management for Tourism, Hospitality and Leisure:

An International Perspective. London: Thomson Learning Chiavenato, P. (2005) The New Time for Administration. Expanding Knowledge in

Cultural Diversity International Journal of Human Resource Management, Vol. 2, pp. 85. Devine, F., Baum, T., Hearns, N. and Devine, A. (2007) "Managing cultural diversity:

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Equality Act 2010: guidance (online) Available from: <https://www.gov.uk/equality-act-2010-guidance>. (Accessed on October 2013)

Hanashiro, D and Carvalho, F.P. (2008) Cultural diversity: an overview and reflections for the European reality, Ed. 47, Vol. 11 No. 5. Hearns N.,Devine F.,Baun T (2007)The implications of contemporary cultural diversity for

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