Section outline


    • Organizational Culture in a Successful Hotel: Focusing on Amandari

      Abstract:
      This study explores the distinctive organizational culture of Amandari, a luxury resort in Bali known for its excellence in service and staff well-being. Since opening in 1989, it has endured pandemics such as COVID-19, solidifying its reputation. Amandari maintained its operational stability and staff motivation through a culture rooted in family-like relationships and mutual trust for over 30 years. Based on qualitative interviews conducted in August 2023 and September 2024 with Amandari employees, the research highlights how the hotel fosters strong organizational citizenship behavior (OCB). Staff members described their work environment using expressions such as “We are a family,” reflecting a sense of belonging and shared responsibility. This culture enables self-motivation and proactive engagement, even under crisis conditions. Amandari’s management philosophy aligns with Berry and Parasuraman’s (1991) concept of “Treating Employees as Customers,” emphasizing empathy, trust, and long-term support from leadership. These findings resonate with previous studies on successful hotel organizations, such as Hoshino Resorts in Japan (Hashimoto,2021) and point to universal elements of effective organizational cultures in the hospitality industry. This case suggests that cultivating a supportive internal environment not only sustains service quality but also strengthens organizational resilience. The study contributes to understanding how trust-based and family-oriented cultures can drive long-term success in the hotel sector.