Marriott International: A Comprehensive Report on Leading Change

This report delves into the critical aspects of understanding and leading change within Marriott International, a prominent global hotel chain. The analysis begins by examining the impact of change on the organization's strategy and operations, followed by an exploration of internal and external drivers of change and their influence on leadership, team dynamics, and individual behaviors. The report then investigates measures to mitigate the negative effects of change on organizational behavior, including the development of effective training sessions, clear communication, and the implementation of support structures. Furthermore, it identifies barriers to change and their impact on leadership decision-making, and concludes by outlining various leadership approaches to effectively navigate change within the organization. The report uses SWOT analysis to understand the environment and provides practical recommendations for managing change effectively.

Understanding and Leading
Change

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Impact of change on an organisation’s strategy and operations............................................1
TASK 2............................................................................................................................................3
P2 Various ways in which internal and external drivers of change affect leadership, team and
individual behaviours .................................................................................................................3
P3 Measures that are used to minimise negative impacts of change on organisational
behaviour.....................................................................................................................................5
TASK 3............................................................................................................................................7
P4 Different barriers for change and determine how they influence leadership decision-
making.........................................................................................................................................7
TASK 4............................................................................................................................................8
P5 Different leadership approaches to dealing with change......................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Understanding and leading change is an essential for organisation to sustain their position
and reputation in market. It is necessary for management provide different variety of products
and services to people in respect to their needs and requirements. For this, transformation in
system that is implementation of innovative and creative technologies. Along this, changes in
strategies and objectives are made by top personnel, for execution of business activities in
respect to market conditions (Fullan,2014). Present report is based on Marriott International
which is popular hotel and has branches worldwide. This assignment define impact of change on
organisation's strategy and operations. For this, internal and external drivers of change influence
on leadership, team and individual behaviours is acknowledged by superior. This aid
management to examine measures that they can take in respect to reducing of negative impacts
of change. Besides this, different barriers for change and influence on decision-making and
leadership approach to deal with change is stated in this report.
TASK 1
P1 Impact of change on an organisation’s strategy and operations
Each and every firm is present in a environment which is dynamic and keeps on changing
with time. It is essential that transformation in system are made by superior for execution of
business activities in according to market conditions. People demands changes with times, for
this manager conduct market survey to acknowledge this and make alteration in system and
offerings. Along this, there are large number of competitors so top personnel require to provide
items and services differently to attract customers easily. Marriott International hotel has outlets
in different countries which benefit management to have large market reach and customers. It is
necessary for top personnel to design system and have sufficient manpower to deliver quality
services to customers. Along this, changes in organisation require to be made by management in
respect to requirements and needs of people (Yoder-Wise,2014).
But change is not simple process, as management require to make alterations in system.
Along this, they even require to inform staff members about modification to make them work
accordingly. For this, employees need to have capability to perform tasks effectively in new
system and strategies.
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Types of organisational change: These are different changes in structure, strategy,
people and process which are made by management for execution of business activities in
according to market. Structural change: In organisation structure is formulated by management in respect to
hierarchy in which staff members are divided. Different department that are operation/
production, marketing, sales, finance and many other for execution of business activities
effectively. These unit are arranged in systematic order, so that employees have superior
and team with whom they require to function. Organisation structural change is made by
management, if business activities and strategies are not working properly. Strategic change: Top personnel frame plan of action for making activities conducted in
respect to organisation objectives and goals. In Marriott International, manager provide
strategies to employees to make them perform tasks in effective manner. Besides this,
changes in strategies are made by them in respect to transformation in business in
according to rival firms (Van der Voet, Kuipers and Groeneveld, 2015). People: Organisation require to have sufficient workforce for execution of business
operations and accomplishment of business goals and objectives. For this, human
resource responsibility of Marriott International is to conduct staffing process to fill
vacant positions and recruit new joiners in hotel. Along this, training and development
programmes which are organised by manager to enhance capabilities of staff members.
Thus, employees are made competent to work with modified system.
 Processes: In firm, activities are conducted for delivery of products and services to
customers to fulfil their requirements. Management make changes in business process
that is implement latest technologies in support of new strategies. For this, employees
require to have skills and ability to conduct activities and provide appropriate products
and services to people.
Drivers of change: Management conduct analysis to have information about internal and
external state of organisation and market (Wagner, 2016). For this, SWOT analysis is appropriate
technique which is used by manager of Marriott International for having knowledge about
change drivers.
SWOT analysis of Marriott International:
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 Strengths: Marriott International have good brand reputation which help management to
attract customers easily. This also benefits top personnel to retain subordinates for
longer time to provide quality services to customers. There are technical innovations
which are made to enhance customer's experience in hotel. Besides this, hotel have
branches in different nation which help top personnel to enhance sales and profitability. Weaknesses: Market has large number of hotel chains which affect on business of and
market share of Marriott International. Along this, hotel has outlets globally which result
in decline in brand image (Bascia and Hargreaves, 2014). Opportunities: Marriott International have different opportunities which is related with
potential which is present in emerging markets. Management require to make innovation
in system that is improve interior of hotel to provide variety of services to people.
 Threats: In hospitality sector, different international brands have enter in market which
affect on business of Marriott International. Along this, hotel has competition in respect
to prices which required to be provided in respect to competitors.
TASK 2
P2 Various ways in which internal and external drivers of change affect leadership, team and
individual behaviours
Every organisation requires to opt change according to the market scenario which helps
them to sustain their position at marketplace. There are various types of change driver which
affects every employee at individual and team level, manager and top management of
organisation. In context Marriott International, manager of this hotel is required to analyse all
factors which may affect their organisation and its employees. As it belong to hospitality
industry where taste and preferences of customers are changing every day. Therefore, it is
important for them to understand requirement of customer's in order to develop their services
accordingly (Dreher, Clintonand Sperhac, 2014). There are two types of change drivers that is
internal and external which affects leaderships , individual behaviour and team of the
organisation. Both of them are described below with their influence on the organisations.
Internal drivers of change: This refers to the elements like capabilities, inventions,
conditions people, structures, and systems within an organisation which are controlled by
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company. Basically, all these elements affects Marriott International and business operations.
Some of these elements are evaluated as below: Employees: Employees of this hotel are most essential component which influences its
working pattern. It is the responsibility of manager to provide appropriate working
environment to its employees so that they can perform their assigned work in appropriate
manner (Chappell and et. al., 2016). This increases satisfaction level of employees and
also improves their performance. Inventions: It refers to the new thing which employees and R&D develops in the
organisation which helps in introducing new product. In context to Marriott International,
invention done by their R&D influences whole organisational working pattern as firstly it
is required by employees to understanding newly invented services. Further, they plans to
use it for attracting customers as well (White and Robinson,2014).
 Resources: This refers to sum up of all things which are helpful for organisation in
performing its activities. In context to Marriott International, its resources includes
money, employees, assets, wealth etc. It is required by manager of this hotel to adapt the
changes developed by the resources. For example: if Marriott International suffers from
the financial issues then it is required by the manager to make new strategies in order to
satisfy need of all departments. This affects work of every individual within an
organisation.
External drivers of change: Changes which are may affect the organisation from outside are
considered as external component. In context to Marriott International, there are various factors
which affects its team and individual behaviour. These factors are evaluated as below: Customers: Changes related to customers like demand, income, demographic
alterations, taste and preferences influences business of Hotel Marriott International. As
this organisation belongs to service industry and its customers are considered as the
main core of their business (Goldstein, Sauer and O'Donnell, 2014). For example: If
income of the customer's is increasing, then it may increase its visit to the hotel. As a
result it will directly increase sale of hotel room and generate benefit for organisation. Government: Alteration in legislation and policy also affects organisations business and
working pattern of its employees. For example: If legislation policies of UK will chnaged
then manager of Marriott International also have to change their internal policies in order
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to meet governmental laws. It will also consume lots of time of management team in
formulating best polices which will not minimise their revenue level. Competitor: There are several number of competitors and new entrants which are
offering similar kind of services in UK. It also forces Marriott International to update
their existing services and also involve some innovative services which can differentiate
them from their competitors and attract customers towards them.
 Technology: Technology is updating every day which influences its users to adapt them
as soon as possible so that they could easily achieve their targeted goals and objectives
(Jacobs,Rouse and Parsons, 2014). Manager of Marriott International, is required to opt
latest technology in their business so that they can defeat their competitors and gain more
number of customers.
P3 Measures that are used to minimise negative impacts of change on organisational behaviour
Change is uncomfortable for every individual whether it is related to employee or for top
management of the organisation. It is required by every individual to think in new direction in
order to minimise effect of change. In context to Marriott International, this hotel owns staff in
huge numbers in various countries. So, it is essential for its manager to understand the change
first and then find out new ways through which they can minimise its affect. Some of the
measures that are helpful in reducing negative impact of changes over organisational behaviour
are evaluated as below: Develop effective training sessions: Training sessions are considered as another measure
through which organisation can minimises negative impact of change. As provides
opportunity to employees so that they can improve their skills and knowledge according
to the requirement of change (Espedal, 2017). This helps them in performing their
assigned work in new pattern in order to achieve organisational goals and objectives. In
relation with Marriott International, its manager should evaluate the requirement of skills
according to change and further conduct appropriate training session for them. In addition
to this, it is also important for top management to decide medium of training that is
individual and group training Convey change with its requirement: Change is done for the purpose of improvement
and growth. It is essential for manager of Marriott International to tell the requirement of
change with its benefits in order to persuade employees to accept it. Further, manager
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should meet the change with the business goals and objectives. This helps employees to
understand requirement of change and also realise them that it is beneficial to accept it.
As it is not only improving organisational growth but also enhancing their knowledge and
skills (Byers, 2017). Execute support structure: Support is the key factor for every change as it helps
employees in achieving its goals and objectives of organisation. This also guide
employees in finding the ways to overcome various barrier which resist them to perform
their work. In context to Marriott International, top management of this hotel have
developed various supports system for employees so that they can perform their work in
changed format without in barrier (Kuipers and et. al., 2014). Its manager have initiated
various support system like mentors, counselling services, open door policies with higher
authority. All of them helps employees to discus their queries with management and
also resolve their obstacles at the same time. Measure change process: This measure emphasize on monitoring whether change is
executed in organisation or not. In this manager of Marriott International evaluates that
change in meeting its targeted objective or not. It is also evaluated on other factors like
change is successful or not, other ways through which it can be executed etc. This helps
the manager to identify actual reflection of change with its outcome so that manager can
make new policies to meet requirement of change.
 Stay positive and search for opportunities: In this measures, managers of organisation
guides employees to remain positive during each change (Drover and Ariel, 2015). It is
also advised to them to find opportunities in every situation so they can become
successful. For example: if Marriott International have added new services in their hotel
services, its manager will tell benefit of that service. Along with this, various
opportunities like skill development, monetary benefits etc. are also introduced to
employees. This will develop personal interest of employees in the new services and
enhance their way of providing those services to customers.
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TASK 3
P4 Different barriers for change and determine how they influence leadership decision-making
Barriers for change refers to the obstacles which stops organisations in adapting change
for its growth. These barrier can be minor or big, but they affect organisation which reduces
their effective and efficiency. There are various types of barrier for change which influences
decision making process of leadership. Some of barriers of change are evaluated as below: Poor Communication: This barrier affects the business as well as its decision-making
process as many times organisation do not use appropriate communication which creates
various issues among them (Chatalalsingh and Reeves, 2014). It is required by manager
of Marriott International to develop effective communication strategy in organisation. So
that whole staff of hotel can discuss their queries with each other. This also influences
leadership decision making as if employees are not involved in this process. Lack of clear scope: It is considered as one among the common barrier which is faced by
every organisation and its leader. Many times leaders are not clear about the actual
change. This creates difficulty for them as if they are not able to understand it then how
they will take required decision. For example: In context to Marriott International, if
actual change is not clear to the leader then it wont be possible for him to formulate
strategies to implement change in organisation. This becomes barrier for this hotel as it
also fails the leader to take appropriate decision which beneficial for organisational
growth. Employee involvement: Lack of employee involvement is also considered as the barrier
for change as if employees are not involved in the decision making process then it will be
difficult for leader to take appropriate decision. In context to Marriott International,
manager of this company should conduct various meeting for the employees so that they
can discuss and represents their valuable suggestion with the management fro
overcoming the changes. This helps the staff in taking appropriate decision which will be
taken by considering employees advice too (Storey, 2016).
 Complexity: Change is itself considered as the biggest barrier in large organisation like
Marriott International. As it is difficult to execute appropriate change in company with
lengthy procedure. This initiates difficulty for leaders as it affects decision making
process too. For example: Change in policies and strategies of Marriott International
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creates difficulty for its leader. As they are not able to accept change quickly which
sometimes delay essential in decisions. This may also affect reputation of the hotel.
Therefore, these are barriers for change which majorly affects business of Marriott
International and also interrupt in decision making of its leader.
TASK 4
P5 Different leadership approaches to dealing with change
In organisation, situational leadership approach is used by leader to direct staff members
to work in effective manner. It is leader responsibility to make subordinates competent to work
in flexible environment. This help them to make changes in system and strategies, thereby deal
with problems that are originated from change properly.
Situational leadership approach: This model was developed by Paul Hersey and Ken
Blanchard, which state adjustment that are made by manager and leader in their style to influence
staff members and their functioning. It is essential for superior to use appropriate style which aid
them to direct and encourage team members to perform tasks effectively(Courtney and et. al.,
2015). Thus, leader responsibility is to change its style continuously in according to organisation
and market. This tactic is used by leader of Marriott International to manage subordinates
properly. They require to use style which aid them to direct staff members to execute activities,
thereby offer quality services to customers. Along this, leader support and involve employees in
decision-making process to make judgements which are beneficial for firm. Thus, management
develop capabilities of subordinates to make them execute tasks innovative manner.
Change model:
Kotter's 8-step Change Model: This concept was propounded by Dr. Kotter which define
modification in system, which are made for execution of operations in respect to market
conditions. Marriott International is hotel which is present in different countries and thus is
affected by government body regulations and demands of public, which keeps on varying with
time. Along this, increase level of competition also affect on profitability of hotel. Thus, leader
require to make changes in system to provide new and creative services to customers. For this,
these are eight stages which are conducted by superior are mentioned below:
Increase urgency: This is powerful tool which help superior to sustain firm's position in
market which is developing at faster rate. Manager of Marriott International duty is to control
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system for protecting it from damage and irrelevant activities. For this, leader ascertain changes
that they require to make in system and convey it to executive to take approval from them.
Build guiding team: With creation of urgency tactic, management is able to keep staff
members work in coordination. For this, team is formulated which comprises right people that is
committed to perform tasks effectively. In Marriott International, manager require to have
efficient team which help them to avoid errors and problems while providing services to
customers.
Getting right vision: Top personnel formulate statement in which mission, vision are
stated to direct staff members to perform tasks in systematic and defined manner. Management
of Marriott International frame vision in respect to future where hotel require to reach. This help
leader to make strategy and budget for execution of activities in appropriate manner.
Engaging and enabling organisation: This step define management informing staff
members about vision and strategies to make them dedicated towards duties. In Marriott
International, employees are given knowledge about urgencies to guide team. This help leader to
provide appropriate things and services to customers in hotel in according to their requirements
and needs.
Communicate for Buy-in: This is an essential phase which consists important role in
respect to informing staff members about changes that are made in organisation. Leader of
Marriott International responsibility is to direct subordinates to perform tasks and deliver
creative services to customers.
Empower Action: Management faces barrier in respect to change is disagreement of
employees in context of transformation in system. This issue occurs due to non-involvement of
staff members in decision-making process. In Marriott International, employees are given value
and engaged at time of judgement activity. Thus, manager is able to make changes which are
beneficial for hotel (Kaivo-oja and et. al., 2014).
Create short-term wins: Organisation which are conducting business at large scale
require to make achievement for sustaining their position and reputation in market. It is essential
that management have acknowledgement about validity of vision and strategies. For this,
employees are given recognition and encouragement to conduct activities for attainment of
business objectives within stated time. Thus, leader construct faith among subordinates in respect
to change to provide appropriate products and services to customers.
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