Change Management and Organisational Development CASE STUDY Barnacle Bay Country House Hotel

This report discusses the impact of unplanned and emergent changes on Barnacle Bay Country House Hotel and provides recommendations for a planned approach to change. It also covers conflicts that Rita might face from implementing changes. The report suggests training employees, engaging them to work within a team, and modifying leave policies to mitigate issues within the organisation.

Change Management
and Organisational
Development CASE
STUDY Barnacle Bay
Country House Hotel

Executive summary
It is essential for every organisation to adopt change for the business growth. Scanning the
business environment will provide the opportunity for the company to identify the areas which
need change within the company. The following report is based on the case study of Barnacle
Bay Country Hotel House. There are few issues faced by this hotel such as their employees
waste their time while chatting which does not provide any profit to the company, employees
take leaves on occasional days due to which their productivity declines. There are many
suggestions and recommendation made in this report to tackle the situation such as providing
training to employees, engage them to work within a team and many others.

Table of Contents
Executive summary..........................................................................................................................2
INTRODUCTION ..........................................................................................................................4
MAIN BODY...................................................................................................................................4
What impact has unplanned and emergent changes had on the Hotel?......................................4
What guidance would you give Rita for undertaking a planned approach to change, with
consideration to organisational development approaches?.........................................................5
What conflict might Rita face from implementing any changes?...............................................7
CONCLUSION ...............................................................................................................................8
Recommendation.............................................................................................................................8
REFERNCES:..................................................................................................................................9
Books and Journals:....................................................................................................................9

INTRODUCTION
The organisations adopt change for enhancing their productivity and profitability.
Planned change is the process of preparing the employees of the organisation to adopt change.
Here, employees are well known about their change practices and change purpose (Mansaray,
2019). On the other hand, unplanned change consist of those changes which is not predicted by
organisation and which takes place suddenly. Here, employees are not aware about the changes
and vision of their change management. Barnacle Bay Country House Hotel is well known hotel
of Scotland which is a family business. It is having 100 bedrooms, swimming pool, a well
developed golf course and all the business activities of this hotel is managed by 75 employees
from which 55 are local employees who knows the culture and traditional way of satisfying
customers. There is a good employee turnover for the company and few of the employees even
worked for more than 5 years. The following report covers impact of unplanned and emergent
changes of the mentioned hotel, recommendations about the guidance to Rita to understand a
planned approach to change and the conflicts and issues faced by Rita from implementing the
change within their organisation.
MAIN BODY
What impact has unplanned and emergent changes had on the Hotel?
Unplanned changes has impacted the chosen hotel upon their operations and management by
following ways-
 Rita decided to change the menu of hotel which is unplanned because she added few of
those items which are too expensive for affording by their targeted customers (Vargas
and et. al., 2019). Here, Rita did not analyse the pricing strategies for her business and
introduce a vast variety of vines in the menu of the hotel.
 COVID pandemic is also not predicted by the Rita and her staff members and the impact
of this pandemic upon the business is high. Now, when situations comes under control
than the customers are more focused to buy those products and services which are
hygienic in nature. They become more health conscious hence, the hotel is required to
analyse the needs and wants of their customers after the pandemic and adopt effective
strategies to grow their business.

Emergent changes are those continuous change process with an open and unpredictable end. This
change will bring a powerful cultural shift for whole organisation. There is no proper plan for
such changes within the organisation due to which it impacts badly upon productivity and
profitability of the company. Few of the impacts which is seen in the hotel due to emergent
changes are mentioned below-
 Longer slack time- It was noticed by the Rita that most of staff members waste their
time while chatting with each other or with their regular customers about their personal
life which is unproductive for the hotel (Higgins and et. al., 2019).
 More leaves of employees during festival times- It is seen that at the occasional time
when it is a good opportunity for the hotels and rearrests to attract more customers, the
employees of chosen hotel take leaves during this time due to which the customers face
issues to have appropriate services.
 Untrained employees- The employees of chosen hotel is seen to be untrained because
sometime they offer wrong order to wrong customers and customers complaint about
their hotel that they have received that food item which they have not ordered. This can
be the result of untrained employees within the hotel. Hence, it is essential to focus on
this issues and make few changes by the hotel before it ruin the brand image of the hotel
in market. The reports of this hotel also shows that employees take too longer time to
serve the services to their customers.
What guidance would you give Rita for undertaking a planned approach to change, with
consideration to organisational development approaches?
Lewin's model of change change be used by the chosen hotel to adopt change management
effectively. The application of this model for chosen organisation is mentioned below-
Unfreeze- This is the stage where company communicate with their employees and make
them understand the nee for change within their organisation for their benefits. In context of
Barnacle Bay Country House Hotel, Rita is required to communicate with their staff members
and make them aware about the negative impacts of their practices and low performance upon
the productivity of their hotel. She must also ask their employees to suggest few changes to
adopt within few days to come back on the track of high performance.
Change- This is the second stage of the change model where change is implemented
within the organisation (Blumberg and et. al., 2019). In context of chosen hotel, Rita must hire a

effective training manager and ask him/her to train their staff members appropriately so that they
will reduce the mistakes of offering wrong order at wrong table. The organisation also focus to
modify few of the leave policies where they can restrict the number of leaves on occasional days
for their employees or they can influence employees to stay in the hotel and work on occasional
days by providing them extra payment per day for their operational work for the hotel. Proper
hygienic factor after COVID pandemic can also be focused by the staff members.
Refreeze- This is the stage of this model where employees will continue to work with
new change adopted by the hotel (Stoneham, Edmunds and Pollard, 2021). Here, the hotel is
required to train their employees well and conduct their training within a simulation environment
which is considered as artificial environment for a real situation. Here, the trainer must prepare a
artificial environment and ask few people to act like a customer and give a order request to the
staff members of the hotel. New HR manager will also focus on the productive communication
and unproductive communication of their staff members and try to eliminate unproductive
communication which waste their time.
Few of the organisational development approaches can be suggested to Rita for enhancing
their productivity and profitability of chosen hotel-
Goal attainment approach- Every organisation work to achieve a certain goal and
objective of an organisation. The main goal of chosen hotel is profit maximization and higher the
productivity, satisfy more customers and gain high customer as well as employee experience. In
context of Rita's hotel, she is required to mention the main goal of her hotel to her staff members
and help them to make few strategies for achieving their goals. Goal of the organisation should
be manageable and attainable as well as measurable. To mitigate the issues within the
organisation, chosen hotel must try to implement small term goals such as minimizing the
chatting time for unproductive matters, focusing on hygienic factor after COVID pandemic and
many others.
Employee relation approach- employees is considered as one of the most important
asset for a organisation which help them to achieve their goals and objectives on time
(Rosenbaum, More and Steane, 2018). It is essential for a company to build a good relationship
with their employees and this can be done only after analysing the factors which help the
employees to get motivated to work effectively within the organisation. In context of chosen
hotel, Rita is required to identify the needs and wants of their employees and also identify the

factors which will influence more to the employees to mitigate the unwanted practices of staff.
Here, she must provide more rewards and extra working pay to their employees to work on
occasional days so that they will avoid to take leaves.
Team building approach- It is also one of the most essential approach for the employees
of the organisation to work as a team and build a strong coordination network with each other to
satisfy customers appropriately (Dung and Hai, 2020). When employees learn to work
effectively within a team then they will not conduct any mistake of offering wrong order to
wrong customers which is common issues faced by the hotel from their staff members side. HR
trainer is required to make different and effective teams of 75 employees of their organisation
and make sure that each team will have both kinds of employees productive as well as
unproductive so that unproductive employees will have better opportunity to learn from
productive employees.
What conflict might Rita face from implementing any changes?
There are many conflicts which can be faced by a person who introduce the new change within
their company. In case of Rita, she can face few of the challenges while implementing the above
mentioned changes and these challenges are mentioned below-
Conflicts with employees- Rita is planning to adopt change for mitigating the leaves of
their employees on occasional days through their new leave policy (Leego and Bider, 2021). It
can be possible that employee stand against of this policy and may create conflict with
management team. In this case, the chosen hotel's management team must make them understand
the additional benefits which they can get after taking no leaves.
Providing time will consume long time duration- In context of chosen hotel, Rita had
decided to train their employees by a trainer for reducing the mistakes of offering wrong product
to wrong customer. Hence, the training session will take longer time and it might be impact
negative upon hotel for closing their hotel till their employees get trained. Hence, for the chosen
hotel it is suggested to the Rita that she must order to train half employees first and other half
will continue to work in the hotel and when they get trained then they will be working within the
hotel to manage their operations and other remaining will sent for training.
Huge cost will be incurred- The trainer which is selected for providing training to
employees will take huge amount of fees for his services (Busse and Doganer, 2018). It might be
possible that the chosen hotel will adopt high technological tools and software for training

process of employees which can increase the expense of the company. Hence, it is essential for
Rita to make a appropriate budget for the training process and ask the trainer to complete the
training within the prepared budget.
CONCLUSION
From the above information it is concluded that change management is one of the most
important factor for a company to grow. A manager is required to adopt those change
management strategies and practices which can directly help them to enhance their productivity
and profitability. Lewin change model is consist of 3 stages which is unfreeze, change and
refreeze. Few of the organisational development approachers will help the company to manage
change effectively. Focusing on issues after adopting change is also essential by a company
because in case the conflicts and challenges are get ignored than this will create obstacle to
achieve objective of change.
Recommendation
 It is recommended to the mentioned hotel that they must train their employees while they
were working their operational task so that they will get training as well as hotel will not
face issue of lack of employees which can be happen if employees is sent to other place
for training.
 It is also recommended to the mentioned hotel that they will allow participation of
employees in decision making process related to their policy of leaves and holidays.
Including employees will help to gain effective and negotiated solutions for the issues.
 It is also recommended to the hotel that they will hire a high technological tools and
software for their dinning area so that customers will order from their sitting area through
touch screen technology and the order with a special code will offer at right table by the
staff members.

REFERNCES:
Books and Journals:
Blumberg, M. and et. al., 2019. Effective organisational change to achieve successful ITIL
implementation: Lessons learned from a multiple case study of large Australian
firms. Journal of Enterprise Information Management.
Busse, R. and Doganer, U., 2018. The role of compliance for organisational change: Qualitative
evidence from German SMEs. Journal of Organizational Change Management.
Dung, L.T. and Hai, P.V., 2020. The effects of transformational leadership and job satisfaction
on commitment to organisational change: a three-component model extension
approach. The South East Asian Journal of Management, 14(1), p.6.
Higgins, C. and et. al., 2019. Journey or toolbox? Integrated reporting and processes of
organisational change. Accounting, Auditing & Accountability Journal.
Leego, S. and Bider, I., 2021, September. Using Fractal Enterprise Model in Technology-Driven
Organisational Change Projects: A Case of a Water Utility Company. In 2021 IEEE
23rd Conference on Business Informatics (CBI) (Vol. 2, pp. 107-116). IEEE.
Mansaray, H.E., 2019. The role of leadership style in organisational change management: a
literature review. Journal of Human Resource Management, 7(1), pp.18-31.
Rosenbaum, D., More, E. and Steane, P., 2018. Planned organisational change management:
Forward to the past? An exploratory literature review. Journal of Organizational Change
Management.
Stoneham, M., Edmunds, M. and Pollard, C., 2021. Local governments' decade of organisational
change to promote child health and wellbeing: a Western Australian qualitative
study. Australian and New Zealand Journal of Public Health, 45(4), pp.355-363.
Vargas, V.R. and et. al., 2019. Sustainable development stakeholder networks for organisational
change in higher education institutions: A case study from the UK. Journal of Cleaner
Production, 208, pp.470-478.