Leadership Styles and Change Management

The report provides a comprehensive analysis of leadership styles and change management in the context of Rita's role as manager at the Barnacle. It discusses the application of democratic leadership, situational approach, and Kotter's Change Model to address employee absenteeism, customer complaints, and other challenges. The report also explores how Rita implements continuous improvement through analysing stories of success and improving individual experiences.

Business & Management

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................1
MAIN BODY ..................................................................................................................................1
Challenges and way to overcome...........................................................................................1
Leadership style and path ......................................................................................................2
Planned or emergent changes ................................................................................................2
CONCLUSION ...............................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Management is the direction of business that involves actions of setting of approach and
coordinating efforts of its workers. This help to achieve goals of business by application of
available financial, technological and human resources (Amanchukwu, Stanley and Ololube,
2015). This case study is based on Barnacle Bay Country House Hotel which is located on
Scottish coast in rural setting few miles from comfortable market town. This report will explain
different challenges that faced by Rita who is manager of hotel. It will state way to overcome
challenges and planning for emergent change in the workplace.
MAIN BODY
Challenges and way to overcome
Barnacle Bay Country House Hotel is waning fast and its glamorous past which is
increasingly attenuation from people's memories. Therefore, Rita Clement who is owner
manager of hotel. She is highly committed to the hotel business. But now, she faces various
challenges about hotel such as:
Employee Absenteeism:
Barnacle is major localized employees. Its 75 staff, 55 come from its immediate locality
and 20 are mostly from overseas. They are working on live-in basis and occupying range of
cottages located on estate (Mariotti, 2014). Basically, employee turnover is very low as
compared to other hotels. Rita face challenge about employee absenteeism, because majority of
staff are absent when hotel is busy that is summer month, Christmas, weekends, wedding and
banqueting. Therefore, she is trying to overcome this challenge by motivating to their employees
in normal days. Thus, employees are working in workload in the hotel.
Customer Complaints:
Through understaffed in hotels, many of consumers are complained about services which
given staff. This is major source of customer complaints. Guest felts that they were kept waiting
too long for services, getting wrong dishes and cold food. Customer are also felts that staff are
rarely defiant to fulfil requests such as lavatory paper, de-caffeinated coffee and map of locality
(Iqbal, Anwar and Haider, 2015). Therefore, Rita Clement is identifying different problems and
trying to overcome it. In this context, she has appointed training manager in the hotel. However,
they are giving the appropriate training and development to employee, so that staff are working
efficiently in relation to give the appropriate services to guest and improving the behaviour with
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them. With this, training manager achieve objective that is reduced the customer complaints by
25%.
Insufficient Customer Services:
Employees are working insufficiently in relation to cleanliness of hotel rooms, giving the
wrong dishes and drinks, inappropriate behaviour with them. Therefore, Rita face challenge that
is poor guest satisfaction towards the hotel. In order to that, she tries to overcome this kind of
challenges. Therefore, she has appointed training manager to provide training regrading
customer service of the employees.
Leadership style and path
Rita who is manager of Barnacle Bay Country House Hotel faces many challenges in the
workplace, so that she has followed situational approach to leadership to guide the employees.
This theory help in different situations. A situation is set of values and attitudes with individual
to deal in procedures of activity.
Situational Approach: It is approach that leaders apply range of various styles
depending on environment of company. In this context, Rita adapt democratic leadership style to
identify problems about absenteeism, insufficient customer service etc. Thus, she tries to solve
these situations (Nanjundeswaraswamy and Swamy, 2014). Democratic leadership is the kind of
leadership style in which team members take more participative role in process of decision
making. Each and every members are given chance of participate, sharing problems, exchange
ideas etc. with her in the workplace. However, she finds solutions about difficulty.
With this, she tries to motivate and increase capacities for providing services to consumer
in the hotel, so that customer feel happy and comfortable in the hotel. In order to that, Rita make
efforts to change culture and motivate to staff in normal day. Therefore, employees easily work
in workload such as summer month, weekend and Christmas times which is organised in
Barnacle.
Planned or emergent changes
Rita implement Kotter change model for planning changes in the Barnacle. There are
various steps included in this model. Such as:
Creating an Urgency:
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In this step, Rita identifies the possible threats and examine chances which can be
broached by effective interventions. She requests participation and support of people, employees
and consumers on the issue of change in the Hotel.
Forming powerful Guiding Coalitions:
Through this step, Rita recognize changes leaders in company and also request to
employees and other stakeholder to involvement and commitment towards whole procedures.
She also identifies weak field in team and ensure that team includes influential people form
different functional divisions. Thus, they performing in various level in the hotel.
Developing Vision and Strategy:
Rita follows this step in which determine core values, define vision and strategies for
realizing changes in the Barnacle. She also makes sure that vision can be understand and follow
by employees in the workplace.
Communicating the Vision:
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Illustration 1: John Kotter’s Change Model
Source: (John Kotter’s Change Model, 2016)

Manager follows this stage, to mange concern and issue of employees honestly and with
participants by communicating change in the vision (John Kotter’s Change Model, 2016). All
the aspects connect with vision such as performance, training and so on.
Removing Obstacles and creating Short-term Wins:
Rita adopts this stage, Rita ensures that process and structure are aligned with visions of
organization. Also, she creates short term wins early in the change process that can give feel of
victory in stage of changes. After that, employee are contributed who are included in meeting the
targets.
Consolidating Gains and Anchoring Changes:
Manager accomplishes continuous improvement through analysing stories of success and
improving individual experiences (Schaafsma, Anema and van der Beek, 2015). After that, she
discusses successful stories regarding to change initiatives on every given chances. She ensures
that support of existing and new leaders of firm to extend their help towards the change.
CONCLUSION
This report has summarised that different challenges that effects on customer satisfaction
and overcome them by Rita. It can be concluded that democratic leadership style in situational
approach to solve the situations regarding employee absenteeism, customer complaints and so
on. Furthermore, report has completed that Rita implement Kotter's Change Model for planning
of changes in the Barnacle.
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REFERENCES
Books and Journals
Amanchukwu, R. N., Stanley, G. J. and Ololube, N. P., 2015. A review of leadership theories,
principles and styles and their relevance to educational management. Management. 5(1).
pp.6-14.
Iqbal, N., Anwar, S. and Haider, N., 2015. Effect of leadership style on employee
performance. Arabian Journal of Business and Management Review. 5(5). pp.1-6.
Mariotti, S. L., 2014. Adorno on the Radio: Democratic Leadership as Democratic
Pedagogy. Political Theory. 42(4). pp.415-442.
Nanjundeswaraswamy, T. S. and Swamy, D. R., 2014. Leadership styles. Advances in
management. 7(2). p.57.
Schaafsma, F. G., Anema, J. R. and van der Beek, A. J., 2015. Back pain: Prevention and
management in the workplace. Best Practice & Research Clinical Rheumatology. 29(3).
pp.483-494.
Online
John Kotter’s Change Model. 2016. [ONLINE].Available through. :
<https://culcfathimathsanynblog.wordpress.com/2017/07/17/theme-4-leadership-and-
change/>.
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