5 Leadership and Management for Service Industries

LEADERSHIP AND
MANAGEMENT IN THE
SERVICE INDUSTRY

TABLE OF CONTENTS
• Introduction
• Comparison between change management systems of
different hospitality firms
• Conclusion
• References

INTRODUCTION
Change management is an important activity for hospitality
business firms as they have to change various business
practices with changes in the external environment to
provide exceptional guest experience to consumers. This
presentation compares change management systems of The
Merchant Hotel and Holiday Inn with the help of Lewin’s
change management model.

COMPARISON BETWEEN CHANGE
MANAGEMENT SYSTEMS OF
DIFFERENT HOSPITALITY FIRMS
Lewin’s change management
model
The Lewin’s change model
describes the change in three
stages and aims to explain the
concept of organisational
change with the help of changes
in a melting ice block.

CONTINUE
The threes stages
described in this
change management
model are mentioned
below:
• Unfreeze
• Change
• Refreeze

CONTINUE
Unfreeze
This is the first stage of
organisational change and focuses on
ensuing that the change is accepted
by every member of the company.
This involves concentrating that
employees are able to understand the
necessity of the change which is
being implemented.

CONTINUE
In case of the Merchant hotel the company ensures that the
employees challenge present beliefs of the company and are
able to understand that the present business practices of the firm
are weak.
On the other Hand Holiday inn focuses on encouraging employees
to re-examine the core values of the areas related to change and
their role in organisational development.

CONTINUE
Change
At this stage business firms starts to
look at new practices and transition
of change is started. The Merchant
Hotel ensures employee contribution
at this stage by communicating
benefits of change to each employee.

CONTINUE
Refreeze
This stage, refreeze the change, is
about solidifying the change.
After the change has been
implemented in the change
stage, employees are inclined to
revert to their old habits.

CONCLUSION
From the above presentation it is concluded that business
firms need to change management abilities in order to
ensure that change is implemented effectively. Lewin’s
change management model provides there stages of
change management which are necessary to ensure
change is implemented effectively to provide successful
results to business firms.

REFRENCES
Talawanich, S. and Wattanacharoensil, W., 2020.
Transforming graduates into successful hotel
management trainees: Exploring important management
trainee competencies. Journal of Teaching in Travel &
Tourism, pp.1-29.
Xuemei, R., 2017. Personalized educational mode in
tourism and hotel management majors of vocational
college: the perspective of innovative talent
training. Journal of Higher Education, 2017. p.23.

Thank You