Organisational Development and Change Management Report: Grand Hyatt

This report offers a comprehensive analysis of organisational development and change management within the Grand Hyatt Melbourne, a luxury hotel. It begins with an executive summary, followed by an introduction detailing the hotel's background and the study's aim and scope. The analysis section includes a SWOT analysis of the hotel's internal and external environments, evaluating its strengths, weaknesses, opportunities, and threats. The report then examines the current and future states of the business, considering environmental factors. It proceeds to discuss the implementation of change, including determining a model for planned change, specifically referencing Kurt Lewin's three-step change model, and identifying potential sources of resistance. The report concludes with recommendations for managers, employees, and similar companies, offering actionable strategies for improvement. References are included to support the analysis.

Running head: ORGANISATIONAL DEVELOPMENT AND CHANGE MANAGEMENT
Organisational Development and Change Management
Name of the Student
Name of the University
Author’s Note

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Executive Summary
This current report is focused on the analysis of the environmental factors which includes both
internal as well as external factors. The development of the organisation along with
implementing the change management have been performed which points out the products and
services that are provided to the customers. This study considers the Grand Hyatt Melbourne
which is a hotel and falls under the category of hospitality sector. Both current and future
statement of the company have also been mentioned along with the implementation of the
changes that are required to be made. The possible source of resistance have also been discussed
and later, recommendations have been made to the managers and employees along with similar
companies.

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Table of Contents
1. Introduction..................................................................................................................................3
1.1 Background of the company..................................................................................................3
1.2 Aim and scope of the study...................................................................................................5
2. Analysis.......................................................................................................................................5
2.1 Environment of the organisation...........................................................................................5
2.2 Current and future state.........................................................................................................7
3. Implementing the change.............................................................................................................8
3.1 Determining a model for the planned change........................................................................8
3.2 Determining the possible source of resistance.......................................................................9
4. Recommendations......................................................................................................................10
4.1 Recommendation for the managers.....................................................................................10
4.2 Recommendation for employees.........................................................................................11
4.3 Recommendation for similar companies.............................................................................11
5. Conclusion.................................................................................................................................12
References......................................................................................................................................13

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1. Introduction
The development of an organisation is important for an organisation as it points out the
resources for improving the overall efficiency along with productivity of the company. The
company which is effective is required to boost their employees for increasing their overall
production. Boosting the morale would also help the company in the normal course of business.
On the other hand, change management is important for an organisation as it help in enhancing
the business process that are currently associated with the company. In this study, Grand Hyatt
Melbourne have been chosen which is a five star hotel based in Australia and provided luxury
services to the customers. Change development is also vital for an organisation as it highlights
the process of business transition along with aiding the people on the side of the changes. It also
help the employees to understand the people and the outer environment of the business that
might affects their overall process. The current business environment is also responsible for the
changes that are required to be implemented with the strategies of the business for better
outcome in future years.
1.1 Background of the company
Grand Hyatt Melbourne is considered as one of the best hotels in the country and one of
the most significant hotel projects that have taken in the recent years. The hotel has started their
business in the year 1957 and completed their recent project in the year 2011. Majority of the
rooms have already been remodelled within the 546 rooms and the interior design of the guest
rooms have been commenced within the overall process. It also includes the premium suites and
the lounges along with the club floors for entertainment purpose. The hotel have been designed
by a famous designer which includes the total update area and furniture for maintaining the
overall comfort of the guests. The design and concept of the luxury image is to be refurbished

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with the public interest along with contemporary residential styles (Ahmad & Scott, 2015). Other
updates have also been performed which includes the custom beds with the Egyptian cotton linen
and other modes of entertainment such as LED television. The hotel authority have also
enhanced the overall features of multimedia which points out the access of WiFi in every rooms
and suites. The total upgrade for the hotel rooms have been completed in the year 2011 and
offers the guest with premium experience along with other features and services. The company
consist of several hotels at different countries as it is a multinational company and tries to satisfy
the customers as much as possible.
Introduction to internal environment and external environment along with proposed change
The environment of a business is the most vital area on which the business is totally
depends on. Some of the changes are evitable which points out the adjustments that are required
to be made within the model of business (Bohle et al., 2017). The survival in the targeted market
is also an important aspect for a business as it help in enhancing the overall profitability of the
firm and maintains the track for long run. The environment of a business is categorised into two
parts, internal environment and external environment. Internal environment are the factors that
mainly occurs inside the business organisation and puts direct effect on the company (McPhail et
al., 2015). Moreover, internal environment are very easier to control rather than external
environment as they belongs to the outer world which also depends on several factors.
Some of the internal factors of an organisation are its strengths and weakness that
highlights the changes in the management, enhancing morale of the employees, changing the
cultures of the organisation and solving the issues that are related to finances. The factors of
external environment are mainly occurs outside the business and are harder to predict as it occurs
the business organisation (Kruja et al., 2016). The facts that figures out the unpredictable nature

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of the external environment includes the factors which are changes to the economy, threats from
the competitors, factors of political influences, regulations of the government and others. The
changes that are required for the Grand Hyatt Melbourne includes the strong management by
which the employees of the company would enhance their services and that would ultimately
satisfies the customers. The changes in the business environment is also to be highlighted by the
inline markets as the guests are from all around the world.
1.2 Aim and scope of the study
The main aim of the study is to develop the organisation along with implementing the
change management which would be beneficial for the company in their normal course of
business. The scope of the study is to shed light on the analysis of the internal environment as
well as external environment of the company (Prayag & Hosany, 2015). It also highlights the
theories which would be used for developing the organisation along with implementing the
change management.
2. Analysis
The analysis of the business environment have been described along with the current as
well as the future statement of the company. Analysing the business environment includes the
SWOT analysis that focuses on the strength, weakness, opportunities and threats of the company.
2.1 Environment of the organisation
The internal environment as well as external environment of the company is to be
discussed with the help of SWOT analysis that mainly points out the strength, weakness,
opportunities and threats of the Grand Hyatt Melbourne.
Strengths

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The services that are provided by the Grand Hyatt Melbourne are unique in nature which
includes the club, lounge and suites under one roof. This particular unique selling proposition
attracts the customers towards the business and enhancing the overall amount of profitability
(Patiar & Wang, 2016). Moreover, it also allows to penetrate the targeted market in Australia and
gains some competitive advantages against the rivals. Upgrading the technology with the help of
modern equipment is noticeable for the company as it figures out the latest trend within the hotel.
The entertainment experience of the hotel that are provided to the customers are extremely
updates which allows the customers to enjoy their experience of the entertainment during their
stays (Robinson et al., 2016). It also allows the get some special treatment during the arrival and
staying at hotel such as luxurious hotels and sensory welcome.
Weakness
The primary weakness of the hotel is that it is very expensive which means that the only
elite class people can afford and stays at the hotel. Therefore, only few customers gets the
premium services from the hotel in exchange of huge amount of price. Moreover, the company
would have to make some of the decent room within the budget prices that would allow other
customers to stay at their hotel which would assist in getting more customers (Solnet, Kralj &
Baum, 2015). The management of the company is also required to spend some of their time for
planning a better outcome which would allow not only the premium customers.
Opportunities
Grand Hyatt Melbourne includes the opportunities to hold the advantage during the stage
of growing tourism within the country. As the tourism industry is current growing in the country,
so, the company hold one of the better position in the targeted market that allows them to earn

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more amount of revenue than the rival companies (Brien, Thomas & Hussein, 2015). This allows
the business to interact and serve more number of customers that would increase their total
amount of profit. Different association of the country are present that includes the partnership of
the company in their normal course of business. The decreasing of the prices of the services
along with building certain rooms for non-premium customers would allow the company to serve
more number of guests and ultimately increases their revenue.
Threats
Business of hotel requires huge amount of capital as working capital and as Grand Hyatt
Melbourne serves premium guests so, the company might face lack of working capital within
their business (Patiar & Mia, 2015). The company also faces tough competition from the
competitors as they also provides almost similar kind of services which might take away the
customers from their business.
2.2 Current and future state
The environmental factors that affects current state of the business points out the
effective management that are required to be implemented within the business activities.
Increasing the prices of the commodity mainly forces the company to increase their prices of
rooms and the services which are required to be paid by the customers (Bakkevig Dagsland,
Mykletun & Einarsen, 2015). The environmental impact on the Grand Hyatt Melbourne mainly
includes the increasing the cost of the electricity that effects the greenhouse gases as the power
are mainly generated from burning of coals. Changes in the climate might also affect the
company in their normal course of business by raising the level of the ocean from the climatic
effect along with flooding the areas. Increasing the temperature would also make more
uncomfortable for the guests for staying in the hotel rooms. The future state of the business

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would also affect the activities as their performance might get hamper with the environmental
changes (Mooney, 2016). Making the services more effective for the business points out the
motivational approach that would help in motivating the employees and enhancing the business
activities.
3. Implementing the change
The changes that are required to be implemented within the hotel that is Grand Hyatt
Melbourne includes the behaviours of the guest that are coming to the hotel. The expectation of
the guests is also required to be implemented which would change the ultimate views of the hotel
in the eyes of the customers. Shaping the technology is also another changes that can be made
with the help of theory for the business.
3.1 Determining a model for the planned change
Planned includes the changes that have been planned by making the changes within the
business. The engineering approach is also beneficial as it focuses on the efficiency and
simplification of the procedures. The results in the traditional works along with the designs of the
work groups is also to be changed as per the business activities of the hotel (Brien, Thomas &
Brown, 2017). The new technologies that are implemented within the hotel points out the needs
of the different expectation. There are several models that are required to be associated with the
process of implementation of the change and among which the Kurt Lewin’s three step change
model have been considered. The management of the planned change is also to be highlighted
within the respective process in which certain people are solely involved for making the change
(Haque, Fernando & Caputi, 2019). This particular model mainly consist of three steps which
includes unfreeze, change and refreeze. Each step of the model is solely considered with the
steps and the first step in unfreeze that mainly points out the preparation of accepting the

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organisation in which the changes are required. Breaking down to the existing status mainly
prepares the organisation which involves the existing policies for considering the factors for the
existing foundation (Deery & Jago, 2015). The understanding of the changes to the management
of the company might be one of the difficult task that highlights the risk collapse and seeking out
the new kind of equilibrium.
The second part mainly consist of the changes that is required to be implemented within
the business organisation in their normal course of business. The change in the business is to be
highlighted within the business and that have to be implemented with the help of understanding
the aspect (Ruhanen & Whitford, 2018). The issue of the personal transition includes the
environment that requires more successful aspect for understanding the common assumptions.
The factors that affects the changes within the organisation mainly consist of time and
communication. The requirement of connectivity is also to be highlighted that points out the
transition period for better outcome with the process of managing change. The last stage involves
the refreezing state which points out the time frame at which the changes are taking shape and
allowing the people to follow the new ways of working. This particular stage also requires the
new sense of stability along with the confident for the employees to work for the company (Lu et
al., 2016). Ensuring the overall support of the leader is also to be considered that highlights the
overall structures of the organisation which is to be ready for the change. Moreover, it also
requires the support and training for which the some of the time would be consumed.
3.2 Determining the possible source of resistance
There are certain source of resistance that might affect the overall process of change
management with the business processes. Inertia is one of the resistant that might prevents the
overall process of change management and it exists in the satisfaction of the status along with

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hindering the change (Brown, Thomas & Bosselman, 2015). Indecision is also plays a vital role
as the source of resistance. Fear of making the mistakes is also another resistance that prevents
the management of the company to implement any kind of changes within the organisation.
Sometimes, lack of practices might be the source of the resistance which figures out that the
practices might be best the way of implementing the changes (Fraj, Matute & Melero, 2015). It
also includes that the services that are provided by the company to the public are not that much
attractive which means that the customers are least bothered about the products and services that
are currently provided by the company (Goh & Lee, 2018). The possible changes that are
associated with the company might get affected by the above mentioned resistances.
4. Recommendations
Recommendations are the ideas that are required to be provided to the person for
benefitting the overall experience of the guest by highlighting the process on analysing the
outcome. The following are the recommendations that are given to the managers and employees
along with other similar companies.
4.1 Recommendation for the managers
The recommendations that are provided to the managers includes the capturing and
analysing the feedback that highlights the overall experience of the guests. This is required to be
enhanced by capturing the proactive manner and the overall sources of the feedback includes the
satisfaction of the customers. The continual improvement of the delivering the experience for the
guest points out the segmentation of the facilitating the cultures of the guests. Tracking and
measuring the performance is also required to be implemented by the managers of the company
which points out the ability to make the sense of raw data that are available with the company.
The incentives of the staffs is to be highlighted with the business process that highlights the

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effective process of the financial reward system. This would attract most of the employee to
work in a better way and opens the gate for earning more. Making the training priority for the
employees would also help in enhancing the quality of services that are provided to the
customers. A periodic training process would assist in practicing of serving the services to the
customers. The implementation process of property management system is also to be considered
for effective learning for the employees which would also enhance the quality of the services.
4.2 Recommendation for employees
The recommendation that are provided to the employees points out the focus that falls on
the segmentation of the guests’ along with their level of satisfaction. The workforce of the hotel
which enhances the employees mainly focuses on the building of the morale among the staffs
that highlights the effective management within in the employees. Guest are like the gem of the
hotel and they have to be satisfied after the services that are provided by the hotel staffs. This
help in building the brand value for the company which would be easier for the customers to
identify the hotel. Treating of every guest in an equal manner is also another recommendation
that are required to be followed by the employees. The line between the harassment and
familiarity is not to be crossed as it might affect the overall quality of the services which are
provided to the employees. The process of receiving the benefits is not to be stopped as it attracts
the customers towards the business and help in increasing the total amount of revenue.
Therefore, treatment of the employees is one of the important factor that affect the benefits of the
business which are required to be highlighted within the effective business process. The
secondary factors that highlights includes the reward system and that have to be distributed
within the employees.