This is part of step 1 of the "Star Service Method". Our approach to driving guest experience.
"The Culture Map" is a strategic tool developed by Strategyzer that is used to design and understand company cultures. This tool is particularly effective in collaborative environments and can be adapted to address specific needs in different industries, including hospitality. Here, a methodology is described for how to use "The Culture Map" to improve and strengthen the culture within a hotel operation.
Step 1: Map the current culture
In order to gain a deeper understanding of the prevailing corporate culture, one begins by individually mapping the factors that currently enable and block the culture's development. This includes identifying:
- Enablers: Education programs, technology tools, and leadership engagement.
- Blockers: High staff turnover, lack of resources, and communication gaps.
Step 2: Discuss in teams
Gather the team to jointly explore and discuss the current cultural map. This process should be carried out in an extended session to allow a thorough review of all relevant aspects and perspectives.
Step 3: Design a workshop for change
Plan a workshop where the goal is to transition from the current culture to a desired culture. Use insights from previous discussions to direct the focus of the workshop to specific areas of change.
Use the garden analogy
Think of corporate culture as a garden where behaviors are the heart and outcomes are the desired fruits. Identify factors that promote (fertilizer, expertise) and hinder (weeds, pests) the culture's flourishing.
Source: https://www.strategyzer.com/library/the-culture-map
Tell specific stories
During discussions, encourage participants to share specific stories that illustrate observed behaviors. This gives a more concrete picture of the reality within the organization and helps to identify patterns.
Place the culture map visibly
After the session, place the culture map in a prominent place to continuously remind everyone of the tasks and goals ahead.
Keep the document alive
Regularly review the culture map to ensure that the company culture is moving towards the desired state. Use the document for continuous learning and adaptation of the culture.
Values that drive outcomes
To enhance and enhance the guest experience, these core values should permeate every aspect of the business:
- Guest focus
- Quality
- Respect
- Integrity
- Innovation
- Responsibility
- Team game
These values not only strengthen guest satisfaction but also the brand and contribute to a sustainable business model.
By actively integrating “The Culture Map” into your strategy, hotels can not only improve their internal culture but also optimize their guest service and work environment, leading to measurable improvements in both guest satisfaction and financial performance.
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