Global Mindset Strategies for Increasing Hotels' Performance

Global Mindset Strategies for Increasing Hotels’ Performance by Robert Donato MBA, Florida International University, 2013 BS, University of Phoenix, 2012 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2019 Abstract Between 2010 and 2014 there was a 25% increase in international visitors to the United States, which signifies an opportunity for leaders and managers with a global mindset to take advantage of the opportunities derived from globalization to increase competitive advantage. However, some organizations have not prepared executives and managers to operate in a global environment, which can lead to business failure. The purpose of this multicase study was to gain an understanding of what global mindset strategies hotel executives developed to increase competitive advantage. The target population consisted of the general managers, directors of sales, and directors of catering from 3 full-service hotels at two international airports in the United States who have developed and deployed successful strategies reflecting a global mindset. Porter’s 5 forces model served as the conceptual framework for this study. Data sources for this study included semistructured interviews, company websites, advertisements, franchise disclosure documents, and observations. Based on coding interview transcripts, creating mind maps using software, and methodological triangulation of the data, 3 themes emerged: leverage brand resources, personalize services, and leverage staff diversity for service delivery. The implications of this study for positive social change include the potential to create a multiplier effect starting with increased staffing due to increased business volume and profits. The potential increase in competitive advantage may also help hotels prosper and help to ensure funds are available for the hotels to remain contributing businesses for local communities’ tax revenues to benefit citizens.Between 2010 and 2014 there was a 25% increase in international visitors to the United States, which signifies an opportunity for leaders and managers with a global mindset to take advantage of the opportunities derived from globalization to increase competitive advantage. However, some organizations have not prepared executives and managers to operate in a global environment, which can lead to business failure. The purpose of this multicase study was to gain an understanding of what global mindset strategies hotel executives developed to increase competitive advantage. The target population consisted of the general managers, directors of sales, and directors of catering from 3 full-service hotels at two international airports in the United States who have developed and deployed successful strategies reflecting a global mindset. Porter’s 5 forces model served as the conceptual framework for this study. Data sources for this study included semistructured interviews, company websites, advertisements, franchise disclosure documents, and observations. Based on coding interview transcripts, creating mind maps using software, and methodological triangulation of the data, 3 themes emerged: leverage brand resources, personalize services, and leverage staff diversity for service delivery. The implications of this study for positive social change include the potential to create a multiplier effect starting with increased staffing due to increased business volume and profits. The potential increase in competitive advantage may also help hotels prosper and help to ensure funds are available for the hotels to remain contributing businesses for local communities’ tax revenues to benefit citizens. Global Mindset Strategies for Increasing Hotels’ Performance by Robert Donato MBA, Florida International University, 2013 BS, University of Phoenix, 2012 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2019 Dedication I dedicate this study to the business professionals of all industries who wisely understand the benefits of globalization, and who strive to develop globally-centered business strategies within their organizations. To the thought leaders who understand the interconnectedness of people and cultures, and who work to share their perspectives to affect positive social change. I also dedicate this study to my parents, the late Mr. Robert A. Donato, Sr. and Mrs. Anita Heitmann, who through their support and love encouraged my independent nature, and gave me the perseverance to achieve my goals. Acknowledgments I thank you, God, for bringing to fruition the dreams that you placed in my heart, and for you guiding my steps on the path of life. May I accomplish all the tasks that you intend for me to pursue. I would like to thank my research Chair, Dr. Tom Schaefer, DBA, committee member Dr. Jerry Franklin, III, Ph.D., and university reviewer Dr. Al Endres, Ph.D. for your patience, guidance, and support throughout the writing process. I certainly would not have been successful in this endeavor without your help. I acknowledge Mr. Tom Voss, CHA, Dean Emeritus at the Institute of Culinary Education in New York City, who despite my uncertainty, predicted that I would pursue a doctoral degree. I thank my friend and colleague, Ms. Maria Garcia, for introducing me to Mr. Voss, and for recommending me for my first teaching position at the Institute. I would like to thank all of my friends and colleagues for their encouragement and support during my doctoral study. Finally, I would like to thank the hotel executives who sacrificed their time and shared their insight on the topics of global mindset and competitive advantage.