Organization Culture to Enhance Organization Performance at The ST. Regis Bali Resort

Putrayadnya, Dewa and Ernawati, Ni Made and Mudana, I Gede (2023) Organization Culture to Enhance Organization Performance at The ST. Regis Bali Resort. Masters thesis, Politeknik Negeri Bali.

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Abstract

The development of organizations in the increasingly rapid era of globalization makes competition within an organization increasingly stringent. An organization can run well through a superior organizational culture so that it can achieve good performance and be able to compete with other companies. This proves that organizational quality also determines the quality of company performance and the company's future. Research at The St. Regis Bali Resort requires a management team collaboration strategy and maximizes the performance of stakeholders such as Employees, Owners, Communities and convinces guests by improving service, resort experience and financial success. This research was conducted to identify models of organizational culture in improving company performance, it is hoped that there will be awareness that organizational culture plays an important role in increasing company revenue which will have a direct impact on owners, employees and vendors. Applied research with methods qualitative descriptive. This is done with a sequential exploratory pattern. 104 respondents filled out a questionnaire where the data generated were methodologically valid and reliable. In addition to involved observation and questionnaires, research data collection used interview techniques, document studies, and focus group discussions. The theories used are the theory of organizational culture by Robin and Coulter (2022) with its seven characteristics and the theory of organizational performance through a questionnaire with five categories called SERVQUAL (Parasuraman et al., 1988) which includes: Tangible, Reliability, Responsiveness, Assurance and empathy. Marriott's organizational culture demonstrates that successful business organizations do not adopt extreme cultural orientations, but try to find the right balance to develop an effective culture. Marriott has succeeded in creating a strong organizational culture that is firmly ingrained and widely accepted by its diverse workforce. successfully create alignment between its structure, culture and business strategy, and understand the complex relationships between underlying assumptions, core values and observable behaviors, then can use organizational culture as a tool to gain strategic advantage. Organizations with a strong work culture secure their position in a highly competitive market. The St Regis Bali Resort is part of Marriott International that the organizational performance of The St Regis Bali Resort as stated by Husein (2011: 130) in the interpretation of the average score reaches 4.6 which means very good / very high.

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