Change Management in Hospitality: A Case Study

This case study explores the implementation of change management in the hospitality industry, specifically in the context of Premium Inn's restaurant. The study focuses on Kotter's change management model and how it was applied to overcome resistance from employees. The article also provides recommendations for future change management initiatives in the industry.

Hospitality Case Study

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Kotters change management model:............................................................................................3
Study major resistance from employees and intervention of change model...............................6
RECOMMENDATION...................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Change Management is said to be one of the finest criteria that is brought about by various
challenges. Every sector that is composed of difficulties and the maintenance is said to be a
prominent criteria that will bring him set of speculation as well as atrocities in a particular
management. In this regard Hospitality Management is said to be one of the finest and the most
was criteria that is a brought about by different components and the maintenance is said to be a
biggest approach that includes various resources and set of ideologies (Chen, Y. and et.al, 2021).
There are several factors that will constituted the model of the organisational operation as well as
the kind of changes that will have to be made. Change management is also one of the important
factor that will have to be fostered in the organisation and it is not until when the change is being
implemented as the prominent criteria that the organisation can move ahead with pace of
development. The entire report will deal with the essence of Hospitality Management along with
the ideologies of Change management and how far the implementations are made possible in the
organisation. These regulations are being derived in a spectacular entity that has evolved as a
dynamic approach towards its maintenance.
MAIN BODY
Kotters change management model:
Creating a sense of urgency: this is one of the first and foremost step in the Kotter’s change
model. Urgent will have to be created upon initiating a process and in this regard change
management is set to be one of the biggest functionality that will have to be expressed upon
variations as well as these variable will determine the place with which the organisation will
have to move ahead. This particular stage will bring in the ideologies as well as the speculation
that are in charge of dealing with the requirement of the organisation. It is necessary to identify
the practices that are to be implemented in the organisation because these are the essential factors
that will have to be stressed upon (Chen, Y. and et.al, 2021). Creating a sense of urgency will
bring in a mechanism as well as the movement can be speed up with respect to the action from
the authorities such that the organisation can be implementing its policies of change within a
particular time period that is being framed. The part of creating the sense of urgency the

organisation will have to stipulate its resources such that the process of change management can
be fostered with than the required resources.
Guiding coalition: the new manager of the Inn's restaurant have to implement these changes in
the organization in the betterment of its structure. These changes are very essential for restaurant
to grab the public holiday opportunity (Cameron and Green, 2019). For implementing such
changes, they need to create better coalition with the team, the new manager notice that many
employees are not happy or satisfied to work on public holiday, many wants some change in the
strategies of the new manager. The new manager need to have strong team to win the
opportunities, that is why they called a meeting which included every member of the restaurant
and shown the strategies developed by the manager. The strategies included benefits such as
extra leave as a compensatory or extra money for working on such public holiday. Almost every
employee was satisfied with the decision of the new manager, now they have the strong team to
grab the up coming opportunities. It is observed that, there was better communication between
employees after the management of new manager. Employee tend to be more happy than with
previous general manager (Tattersall, 2020). New general manager successfully created the
coalition team that will provide their 100% in the betterment of the restaurant and organization.
Hard working team will going to achieve all the success stages and without any conflict between
themselves, team and staff behaviour plays an important role in bring change in the organisation.
Developing vision: developing vision is one of the most important part to bring change in the
organization, without the vision an organization cannot implement change (Adnan and
Valliappan, 2019). For Inn's restaurant, they need to have better vision to win the up coming
public holiday opportunity. The new manager have identified the opportunity and started to work
on vision. The new manager know that coalition only work when they have a valid and effective
vision, the manager have only one big vision and that is to bring Inn's restaurant back on track.
To complete this particular vision, the manager have to create various other vision which help
employee to stay on the track and guide them about the change. The new manager develop the
vision which is targeting the next upcoming public holiday and asked their team to be ready as
per the vision (Venus, and Van Knippenberg, 2019). The new manager hold the vision to get
effective result of the sales of the Inn's restaurant. Vision include strategies and new manager's
strategies was to open the restaurant even on the public holiday. This was very successful in

terms of the best vision developed by the new general manager. Vision is very important to bring
change in the organization.
Communicating the change vision: providing vision is not enough, the effective
communication of the vision is also important. Communicating the change vision means help or
guiding employee to understand change, when employee do not understand the vision this often
lead them into confusion and create misunderstanding which leads to failure of the vision (Tang,
2019). For Inn's restaurant, the new manager hold the most powerful vision, to implement this
vision, the new manager have to communicate vision to every employee of the organization. The
new manager observed that employees are facing issue in understand the vision, they are often
rising questions such as 'why the change is important ?'. To answer these questions, the new
manager have to explain the vision of betterment of organization. In communicating vision to the
employee, the new manager include there was unnecessary spending which causing huge loss to
restaurant and to overcome that new manager have implemented vision. In communicating
change with the employees, coalition plays an important role, the new manager knows this and
effective use it to manage the questions of their staff. Communicating the vision is not enough
for the manager rather he have to effectively take participation in implementing such change
vision.
Removing obstacles: obstacles are barriers in the smooth implementation of the change, these
obstacles not only slow the speed of change, but they also create unnecessary issues and conflict
between management and employees. An organization need to identify the obstacles on time and
try to provide moderate solution for such issues (Doppelt and McDonough, 2017). Obstacles can
be related to any part of the organization. For Inn's restaurant, they are been facing various
obstacles in lower moderated results, poor performance of the staff and organization and low
income I revenue of the restaurant. The new manager have to identify the obstacle in the
organisation and have to plan the strategies accordingly. The most common obstacle faced by the
new manager was, lack of value of his words. The new manager was freshly graduated and do
not have experience so the employees start to ignore his words. New manager notice that his
words are not powerful and often a big obstacle to bring change, so he started to use his
communicating skills to overcome this barrier. New manager have effective communication
skills that help them to explain the change to the team (Hayes, 2018). Communication between

manager and staff was weak because the manager was new to the restaurant and also have no
previous experience. The communication skills of the manager help him a lot to mange the staff.
Short wins: short wins are booster for an organization, these short wins not only boost the
growth but this often boost the productivity of the employees as well. For Inn;s restaurant, they
have to create short goals and objectives to achieve the short wins. The restaurant has the
opportunity to increase their sales by keeping their restaurant open on public holiday. The new
manager knew that public holiday is the best opportunity to keep the sales of the restaurant high,
so he planned the strategies which help them to achieve the desired results (Galli, 2018). The
new manage made the strategies to develop new attractive menu for the restaurant or even
thinking to change the decoration. After bringing these changes, it is often observed that sales of
the restaurant tend to increase by few percent which was a short win for the new restaurant. They
planned shorter wins strategies to target all the upcoming events, the new manager knew that
with great coalition team, he can achieve these small and short wins. The emotional connection
between manager and their team plays and vital role in achievement of short wins in the Inn's
restaurant.
Build on change: if one change is successful in the organization, then business should focus on
bringing more change. When there is achievement of first change, then all the other change will
be achieved effectively. For Inn's restaurant, the new manager successfully implemented the first
change and now planning to bring more change in the organization with help of strong and
motivated team (Doten-Snitker, et.al., 2021). When there was huge sales in the first change, the
manager knew that next change will bring even more effective results. The next change the new
manager have planned was marketing of the restaurant, he have observed that marketing of the
restaurant was not up to the mark which is impacting the sales of the restaurant. Marketing plays
a vital role in increase the overall sales and good online presence. When the business I active on
online platforms that means they are performing well but when business do not focus on online
presence then will be bad impact of the image of the company. The new manager knew that
marketing of the restaurant will going to promote the business and also going to provide
competitive advantage. New manager start to spend more marketing campaign, and he tried to
promote the key attractive points. Highlighting the important attraction of the restaurant will
increase the overall growth.\

Cultural change: every change in the organization starts with bringing change in culture of the
business. Bring any changes in culture will create tension often changes in culture of the
organization is the most difficult part. Organization need to make proper strategies and beneficial
plans to implement changes on employees of the business. For Inn's restaurant, the new manager
was aware that the change process starts with bringing change in the organization. The
employees were not satisfied with the working of the new manager, they started to complain
about the managing style. New manager planned to overcome such conflict in the organization,
he callled the meeting with the staff of the restaurant and started to discussing the issues faced
by them, from observation, the manager understand that employees are not happy on working on
public holidays, they are demanding leave on such days. The manager understands the issue and
provide them solution. This solution includes that employees who worked on the holidays will
going to get extra holidays on up coming days as compensatory new manager also included that
all the staff will get paid extra if they are willing to work on these public holiday.
Study major resistance from employees and intervention of change model
The new general manager of Premium Inn's restaurant have identified where change is required,
he finds out the opportunity to implement such changes. New manager focused on changing
structure of the organization to accomplish his goals he first has got his staff ready to adopt the
change. General manager knew is his employees are unhappy then he can not enhance the
reputation of restaurant. In order to make resistance from employees various issues observes in
their management (Rajab and Doblas, 2021). By analysing Kotter's change model in 49 room inn
restaurants by recommending from using change models is hospitality sector through which
organization impact on employees. In accordance to this, helps in proper formulation of function
of management and increase sales of restaurant by determining their barriers through which
major resistivity is determined. That are explained below;
Salary issue- Due to GM, want their staff to come on public holiday it is required to give
employee salary, by not deriving this factor effect function of restaurant (Raldow and et.al,
2021). This creates problem because of salary related problem that impact on performance of
organization by which employee not work in efficient manner, and they leave their job because
of problem occurring in salary. The salary issue impact on employees because they want to come
on occasional days by providing them reward, but because of decrease in sales of restaurant,
general manager not giving employees extra cost because of this create salary problem by not

working in effective manner and affect business of restaurant through decreasing productivity
and profitability.
Communication barrier- The proper communication not determined in restaurant due to which
arise obstacle because of miscommunication takes place. This lead to create problem in function
of management, through this impact on restaurants that affect badly on organization
performance. In this between employees and general manager problems occurred because of not
proper functioning of communication that create barrier for company. By this arise through
effecting restaurant because of not effective communication takes place among employee and
GM. Due to this obstacle affect organization of 49 room Inn Restaurant, because of lack of
communication takes place and effect restaurant through not determining and managing
communication with employees in constructive way. Through this leads communication barrier
in restaurant because of not providing and ask their suggestion about working on holiday to
increase sales, if not proper communication takes place under employees and general manager
develop communication barriers to restaurant. In order to this affect business and management
function by communication barrier that build risk for general manager for raising sales. As
employees not well-known about all structure that created for which purpose that impact on
restaurant.
Emotional barrier- In order to this, develop emotional barrier that prevents by not sharing
views, ideas, opinions to general manager. Through which employees who work in
organizational are not feel free to share their thoughts to GM, that create emotional obstacle
which impact on performance of restaurant and effective communication are not determined in it.
In employee consist anger, anxiety and develop many other factors that affect and arise in
employees behaviour (Cook and Dewaele, 2021). Due to which are not able to function in
proportionate manner and lead to impact on Premium In restaurant. By this employee finds
emotional obstacle through not discussing their issue from general manager and affect their
restaurant due to arise of emotional barrier in function of management. As employee not finds
suitability in order to come on holiday that create emotional barrier and develop problems among
employees because of emotional barrier.
Management barrier- In this also arise management obstacle because general manager has not
that much knowledge about how to work in restaurant. Due to which it not works in productive
manner and are not analyse situation in efficient manner and effect management because of

which develop problem in organization. As this create problem for working on public holiday as
GM are not able to analyse strategy and has no required knowledge through which work in
desirable manner. So, barrier of management is observed in restaurant because of these affects'
organization performance and affectivity. This impact on sales of company due to not properly
facilitate function of management. This develops threat because of management obstacle that
affect business due to not functioning of management role in productive manner.
By recommended skills in organization improves profitability and growth of business is arisen in
an organization. Knowledge improvises on regular basis by every time to lead in area of business
towards arising development in organization. Skills improvise and creates knowledge to work in
productive manner to leading towards achieving success in organization by implementing skills
in different sectors of their work.
Towards mitigating CEO resistance in environment of business they can do by explaining
each reason because of which changes takes places and developing by proper understanding
them and gives them tips and extra cost for coming on occasion. Through stages and
arrangement of their participations and assessment in company towards leading business and
make rapidly changes according to changes that takes place in technology due to enhancement of
their sectors to work in an effective manner. By given employees emotional support through
wages, rewards helps in conducting effective function in restaurant and enhance profitability and
sales of business. In accordance to employees come on occasional days and through these raises
their sales in productive manner. Also, facilitate by improvising communication through
interacting with other employees and ask about their issues and provides them emotional support
through which they are ready to work on public holiday. Due to this sales revenue of
organization increases and conducted in profitable manner (Chen and et.al, 2021). By focusing
on each and everything, organization improves resistivity in restaurant business through making
an effective way of conduct to lead organization in path that raises productivity. Through
focusing on risks that organization faced in implementing occasional dining option that
demotivated customers, and they not do their work in an effective manner. It positions leaders to
change and allot them personal answer ability for changing in succeeding ways. Also, defends
and driven productivity of operations during period of deterioration. By having good
understanding with their employees helps in succeeding organization objectives and aims to lead
their satisfying requirements of employees by paying extra cost on come to hotels occasional.

That boost morale as well development of organization in order of getting success in their roles
of business by maintaining their responsibility in hotel towards leading in their sectors. Also,
increase skill and knowledge of general manager by getting idea through which their
enhancement takes place. In order to work in definite manner and raising sales, it is essential to
conduct effective function of management for enhancing capability of employees towards which
they come on occasional days. Through this enhances sales and cost of restaurant, and they work
in effective manner by providing facilities to them by general manger that satisfies their needs
and requirements and raises their productivity in restaurant. They should provide clear sense of
path in which employees have to go for making their work more proper way in leading business.
That where they have to go for in direction in performing their functions of management in their
work. So, by studying this approaches helps in making growth of restaurant and raises sales of
organization in productive manner. By emphasizing control on management by driven positive
approach and employees work in definite manner. To makes strategies in organization enhance
development through it innovates hotel industry in 49 room inn. Also, satisfies employees to
work in positive manner towards attracting customer into their restaurant.
RECOMMENDATION
By recommended Kotter's change model of eight steps through their distinctive factors
justifying report for appraising theories of change to build positivity in organization (Gupta and
et.al, 2021). Also, by examining of these model that are used by employees to enhance their
service and mitigation of CEO in resistance of employees towards make effective and productive
approach to restaurant industry. Through which facilitating positive approach of management in
manner to function in effective manner and remove all barriers by providing facilities to
employees. In accordance to this enhance sales of restaurant and effective function of
management determine in productive manner. By applying in organization this framework
industry achieves success in their field that enhances profitability of industry due to which able
to make resistivity in company. Through recommending this helps in facilitating employee
performance and raise sales of restaurant in effective manner by conducting an effective way of
approach.
CONCLUSION

The report concludes upon highlighting the aspect of Change management as well as the
formulation that are in regard to its. The hospitality industry is being taken forth in this report
such that the truth Change management that will have to be initiated can be included. It is
necessary that the organisations will have to stress over the factors that are included in change
management. The report also explains that change is a variable function and that can amend its
shape according to the kind of formulations that are being derived. Change is also the superior
quality that will help the organisation to be reputed and to stay at pace. As a part of paint
management organisation will bring in quarters model that will help to identify the eight stages
of Change management in the organisation. Every change will explain the functionality that is in
regard to the organisation and it is the one that will formulate the set of unique ideas that are a
part of organisational upliftment.

REFERENCES
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