Change Management and Organisational Development in Hospitality Industry

This report discusses the impact of unplanned and emergent changes on the hospitality industry, guidance for undertaking a planned approach to change, and conflicts faced by Rita for implementing any changes. The report highlights the use of Kotter's change management theory for effective change planning and implementation. The subject is Change Management and Organisational Development, and the course code is CMOD 2. The report is relevant to students studying hospitality management or organisational development in any college or university.

Change Management and
Organisational Development

Executive Summary
Change management is the process of effectively planning, directing, coordinating and
controlling the changes within and outside the organisation. In hospitality industry change is
constant and so is there management for better customer service. The report aims to highlight the
some unplanned and emergent change in the hotel and the planned approach to implement the
change for organisational development. It is find out from the report that Brexit and Covid-19 are
the changes that has impacted the business of hotel. Kotter's change management model is
effective theory for planning the change effectively.

Table of Contents
Executive Summary ........................................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
What impact has unplanned and emergent changes had on the Hotel? .....................................1
What guidance would you give Rita for undertaking a planned approach to change, with
consideration to organisational development approaches?.........................................................2
What conflict might Rita face from implementing any changes?...............................................4

CONCLUSION................................................................................................................................5
Recommendations............................................................................................................................5
References:.......................................................................................................................................6

INTRODUCTION
In the hospitality industry the customer satisfaction is the major responsibility of the
organisation. In the hospitality industry there is huge change in the customer trends, technology,
infrastructure etc. which is resulting in constant changes in the organisation (El-Aminand et. al.,
2021). For the successful growth and development of the organisation effective change
management using appropriate theories and models is important for the organisation. The
management of the change with employees of the organisation is very essential for the company.
The present report is based on the case study of the Barnacle Bay Country House Hotel
commonly known as the Barnacles situated at the Scottish coast. Rita Clement is the current
owner of the hotel and is deeply committed to the business. As per the case study the company is
currently facing the issue of employee staffing such as slack time etc. Therefore, the owner has
planned to turn things around with proper change management and organisational development.
The report will answer three questions, firstly the impact of unplanned and emergent changes on
the hotel. Secondly, models for undertaking a planned approach to change with organisational
development approach. In the end, conflicts faced by Rita for implementing the change.
MAIN BODY
What impact has unplanned and emergent changes had on the Hotel?
Unplanned changes are those changes which are not planned before. These changes are done on
the spot to manage the efficiency of organisation against those circumstances which occur
instantly and unknowingly (Shaik, 2020).
Impact of unplanned changes on Barnacle Bay Country House Hotel-
 Covid 19 pandemic- This is the pandemic which occurs unexpectedly and has impacted
bad upon business. In context of hospitality sector, their total number of customers
decline due to government rules like lock downs and social distancing. Secondly,
Barnacle Bay Country House Hotel has made few changes in their hotels to gain the trust
and attention of their customers again after this pandemic like they focus more upon the
cleanliness of their rooms. This may help them to attract more customers.
 Death of owner- From the case study it is mentioned that Rita Clement's father was
owner of this business and he died due to some disease after that Rita Clement have to
manage all her father's business effectively. Rita is aware that she need to bring some
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changes in business either the business will gain no profit. She made some changes
during Brexit situation like hiring new staff members which are having skills to manage
customers behaviour effectively (Evans, 2020).
Emergent changes are those changes which are known by owner or staff members of a business.
Here, employees and management team make effective plans to mitigate those issues which they
have predicted before and which have more chances to impact upon organisation. This type of
changes can be controlled by companies effectively by adopting strong strategies.
Impact of emergent changes on Barnacle Bay Country House Hotel-
 Change in menu- Barnacle Bay Country House Hotel is making changes in their menu
which means they are bringing new dishes which are more expensive then earlier. Now
this can be impact upon their customers and they can switch to other hotel die to high
expenses of food dishes. Hence, to mitigate this issue, Barnacle Bay Country House
Hotel can introduce some new services with new prices which will help them to gain
their customers loyalty. They can also make sure that the prices of new dishes will not
exceed the expected price of their customers. It must be affordable.
 Mismanagement of staff- It is seen that Barnacle Bay Country House Hotel is facing
issues in their cleanliness matters and service providing facilities. Their most of the
complaints are related to wrong delivery of food dishes to wrong customers. Hence, it
indicates that they are having low skilled and experienced staff members (Klein, Ramos
and Deutz, 2021). This will impact worst upon their brand reputation and also impact bad
by declining their customers because no customer expect that wrong dishes of foods will
be served to them. Hence, this issue can be mitigated by hiring new staff members who
are having experience or providing training to their existing staff members on regular
basis.
What guidance would you give Rita for undertaking a planned approach to change, with
consideration to organisational development approaches?
The Barnacle Bay Country House Hotel has been facing some significant unplanned and
emergent changes such as staffing changes, Brexit, sudden death of owner, Covid-19 etc. which
has directly or indirectly has impacted the profitability and productivity of the hotel. The hotel
has come across the different changes which are required to be planned through effective change
management models. The Kotter's change management theory is the most popular theory for
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planning the change and is widely used in many organisations of the hotel industry. The
Barnacles hotel also use the Kotter's change management approach in order to implement change
for the organisational development. This approach of change management consist of eight stages
and each focus on the implement and planning the changes by keeping in mind response of
change by employees (Semenets-Orlova and KuzmenKO, 2021). The eight steps of this planned
approach of change is discussed below:
Increase urgency: for implementing the changes of the Barnacles hotel such as change of menu,
refurbishment of hotel due to the customer complaints etc. The hotel has created the urgency of
the change among the employees through factors like customer complaints, decreasing profits
etc. to motivate them to cultivate the change and engage them in the process of change.
Build the team: for the effective change management the development of the team is very
essential. For the planning of the above discussed changes in the Barnacles the company must
develop the team with right set of skills. The ream will be accountable and responsible for the
driving the changes within the organisation.
Get the correct vision: for the implementing and planning the successful changes in the
Barnacles the hotel should develop the appropriate strategies. All the strategies must include the
employees creativity, emotions and reason for the change in mind.
Communication: for the effective and clear change planning the employees and employers must
communicate their thoughts to each other to have transparency. When the communication will be
effective the hotel will be able to meet the customer needs and also their be no complaints.
Get the things going: with the support of the employees during the change in the Barnacles the
hotel with this approach of change management also keep moving ahead by removing the blocks
and collect the constructive feedbacks for the better understanding of changes are planned as per
the development objective of the organisation (Coventry and Nutley, 2020).
Focus on short term goals: the hotel must not focus on long term objectives rather aim on the
short term wins in order to maintain the image of the hotel in the market. With the short term
goals help the hotel in recognizing the short term achievements of the company and also help in
realizing what issues are mitigated. This is useful for the hotel in boosting the morale of their
employees.
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Incorporate the change: at this stage the Barnacle hotel has to reinforce all the planned
changes into its system for the better working of its operations and to vanish all the issues and
difficulties faced by the company due to the external changes like Brexit and Covid-19.
Don't disappoint with failure: there are times when changes may not give outcome as expected
but the hotel musty not give up or lose hope. As some changes take time to due to the obstacles
so hotel must stay persistent in order to have fruitful results of the change reinforced into the
organisational culture for the development of the organisation.
Hence, it is critically evaluated that the this planned approach of the Barnacle to
implement the new menu in the hotel, refurbishment of hotel with new spa, carpets, indoor pool
with sauna, gym etc. this approach of the company is effective strategy as the organisational
development in terms of infrastructure as well as profitability, because, with this approach of
organisational development the company will charge more from customers for their luxurious
service, expensive menu card which will raise the profitability of the company (Ifenthaler,
2020).
What conflict might Rita face from implementing any changes?
With the implementation of the changes such as Brexit, Covid-19, customer complaints,
peacock hall etc. the Barnacles hotel and its owner Rita will face some serious conflict issues at
internal ad external level both. Some internal and external conflicts faced by Rita are discussed
below:
Employees resistance conflict: this internal conflict is the most common and highly impactful
on the organisation like Barnacles. The employees are the key asset for the implementing the
change in the hotel. Therefore conflict of employees with the employers for resisting the change
of menu, hall, hotel infrastructure is the major issue. This lowers the speed of process of
implementing the change and act as the obstacle during the implementation of the change in the
hotel. This also lowers the customer service and satisfaction increasing the chances of
complaints.
Government and hotel conflict: in the hospitality industry there is huge role of government in
implementing the changes. The government is highly concerned for the environment and
customers safety therefore, has strict rules and regulation for implementing any changes in the
company (Kamal, Zhang and Akbar, 2020). For instance the Barnacles hotel has to take
permission from food and health safety department for the menu change of the hotel. For the
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change of infrastructure and new service the hotel must take agreement of the safe and
environmental friendly operations which will provide sustainable growth to the hotel.
Restriction from government on any permission or allowance will caused the conflict during the
change implementation.
Customer conflict: customers are the reason for the existence of the hotel. But when the
Barnacle hotel will implement the change of the modern menu which is much more extensive
and expensive. Also the hotel will implement the change of implementing new wine list. This
change of the hotel will create the conflict with the customers as the every customer is not
comfortable with the high prices in the menu (Golshirazi, 2020). Thus, this conflict of customers
may cause problem for the hotel in losing its customer base as the expensive prices with modern
menu is not easily acceptable.
CONCLUSION
It is concluded from the above report that the in the hotel industry the changes are most constant
thing. With the changing customer trends and high competitive rivalry of the hotel industry in the
market the organisations have to implement changes for the better operations that can raise the
profitability and size of guest in the hotel. Thus company face many issues and difficulties with
unplanned and emergent changes in the hotel which are required to be planned through effective
change management model. Thus the issues that company will face while change
implementation is the resistance of employees.
Recommendations
 The hotel Barnacle is very large Scottish hotel and is recommended to use its brand
image to create social media advertising of its new changes such as new infrastructures,
services like spa, pool, gym etc. to attract larger guest.
 The hotel is also suggested to regularly take constructive feedbacks and opinions of
employees in maintaining the best quality services in the hotel for better profitability
(COVIC and PLANINIC, 2020).
 The Barnacles is suggested promote its peacock hall and its attributes through different
promotional strategies in order to increase its future financial boosting through its
operations of the hall. This will also help the hotel in creating some new opportunities
with greater organisation agility.
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References:
Books and Journals
El-Amin, A and et. al., 2021. The way forward: collaborative organisational decision-
making. International Journal of Innovation in Education, 7(1), pp.17-26.
Shaik, K., 2020. FABRICATING THE PROFICIENCIES OF EMPLOYEES TRANSFORM TO
IMPERISHABLE ORGANISATIONAL DEVELOPMENT: AN
EXAMINATION. Global Journal For Research Analysis (GJRA), 9(4).
Evans, T.R., 2020. Improving evidence quality for organisational change management through
open science. Journal of Organizational Change Management.
Klein, N., Ramos, T.B. and Deutz, P., 2021. Factors and strategies for circularity implementation
in the public sector: An organisational change management approach for
sustainability. Corporate Social Responsibility and Environmental Management.
Semenets-Orlova, I. and KuzmenKO, H., 2021. Development of Human Potential in the
Information Society: Educational Changes and Organisational Development. Edukacja
Ekonomistów i Menedżerów, 59(1).
Coventry, H. and Nutley, S., 2020. Change management. In Australian handbook of public
sector management (pp. 163-173). Routledge.
Ifenthaler, D., 2020. Change management for learning analytics. In Artificial intelligence
supported educational technologies (pp. 261-272). Springer, Cham.
Kamal, T., Zhang, Q. and Akbar, M.A., 2020. Toward successful agile requirements change
management process in global software development: a client–vendor analysis. IET
Software, 14(3), pp.265-274.
Golshirazi, H., 2020. The development of an automated decision-making framework through the
utilisation of the latest Enterprise Resource Planning (ERP) technologies for
organisational change (Doctoral dissertation, Middlesex University).
COVIC, D. and PLANINIC, I., 2020. ORGANIZATIONAL CULTURE KEY ROLE IN A
SUCCESSFUL CHANGE MANAGEMENT PROCESS. DAAAM International
Scientific Book.
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