Leading and Managing Change Report for Barnacle Bay Hotel

This report examines strategies for leading and managing change within Barnacle Bay Country House Hotel, focusing on improving staff efficiency, reducing customer complaints, and fostering a positive organizational culture. The report begins with an introduction highlighting the hotel's challenges, including declining profits, older clientele, and competition from newer establishments. It then proposes a vision for enhancing service quality and outlines a planned change approach. Key strategies discussed include defining a clear vision, hiring the right employees, promoting open communication and transparency, empowering employees to solve customer issues, and identifying problem areas. The report also addresses staff efficiency, recommending delegation of work, matching skills to job roles, reviewing compensation, and eliminating redundancy. Finally, it details steps to reduce customer complaints, such as resolving issues promptly, implementing quality assurance systems, ensuring consistency, and gathering customer feedback. The conclusion summarizes the key findings and emphasizes the importance of strategic vision and cultural change for the hotel's success.

Leading and
Managing Change

Table of Contents
INTRODUCTION...........................................................................................................................1
Main body........................................................................................................................................1
Developing strategy that will help organisation in achieving the wholesale cultural change.....1
Develop staff efficiently to reduce the wage bill by 10%...........................................................3
Take steps to reduce customer complains ..................................................................................4
Conclusion.......................................................................................................................................5
Books and journals ..........................................................................................................................5
References...................................................................................................................................5

INTRODUCTION
Leading and managing play crucial role in changing the working environment of business
in order maximise the profits and productivity (Benn, Edwards and Williams, 2014). In this
various policies are implemented which help in improving existing services to satisfy customer's
requirement. Barnacle Bay Country House Hotel is situated in Scottish coast in rural area, it
offers wide range of hospitality services like outdoor swimming pool, nine-hole golf course and
suite bedroom.
This is among the oldest hotel which is been operating from past 70 years. Further, it has
been analysed that returns on profit is gradually decreasing because clients are growing older.
This company has threat from Peacock Hall hotel which is designed according to the current
requirement of clients. There are certain issues faced by this organisation like customers
complains and decreasing working efficiency of employees. This report will develop strategy
that will help organisation in achieving the wholesale cultural change and reducing customers
complains.
THE STRATEGY
Define the new vision and the type of change that the company is undergoing, under
leading and managing change theories :
-Vision : enhancing quality of services delivered to customer's so that they can have better
dining experience at Barnacle Bay Country House Hotel
-Type of change this is a planned change which has been made after past customers
experiences and feedback,
1. Developing strategy that will help organisation in achieving the wholesale cultural
change
Culture of a company play crucial role in making business stable and sustainable,
entrepreneur is mainly concerned about the culture changes of business (Dawson and
Andriopoulos, 2014).
 Management motivate staff members by rewarding them for excellent performance to
effectively communicate with other team members and guest.
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 Positive working environment can be created by encouraging workforce to work
collectively, this will help organisation in retaining employees and satisfying the
demands of their potential buyers.
 There are strategical steps like define vision, hiring of right employee, communication
and trasparency which will help HR manager of Barnacle Bay Country House Hotel in
establishing wholesale cultural change within three months. Detailed discussion of
strategical steps are as follows.
Define vision: Hotel will identify their vision, which is essential for creating good
brand image by offering valuable services. According to the situation of Barnacle Bay Country
House the focus of manager will be on high customers services, budgeted and economical
accommodation for middle class people and providing facilities like adventuring and partying.
Management will work on creating good working environment by encouraging employees to
work together, where they are dedicated towards their work and provide authentic experiences to
the customers (Wiesner, Chadee and Best, 2018). Positive Organisational culture in the Barnacle
Bay Country House Hotel will allow employees to work more efficiently which will further
assure that guest are provided with luxurious and best expedience, this will be achieved by
following open line communication..
Hiring right employees: It is the foremost responsibility of Human Resource
management to select capable employees to perform the task in a prescribed manner. Barnacle
Bay Country House will focus on hiring people on the basis of skills and personality traits which
are essential to carry out all activities of business. They match individuals specific set of skills
and emotional intelligence with the job description. Team members will be motivated to
participate in the hiring process in order to ensure that they are satisfied with the new additions.
Hotel will appoint people those who interested in achieving the long term goals and will assist in
fulfilling gap which will arise due to retirement of employees (Day, 2014).
Mentorship is essential for monitoring workers as it assist in reducing informal communication
and aim at increasing working efficiency.
Communication and transparency: This is important for employees working in
an organisation, they need to be regularly updated about the policy and procedures. Management
of hotel will focus on effectively communicating instructions and messages to them. It will help
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in influencing the behaviour of staff members and they will coordinate their efforts in a common
direction.
Open communication is the fastest method of sharing information from one end to the
other. This strategy will assist in reducing informal chat of employees to each other and with
guest. Barnacle Bay Country House must make sure that workforce is comfortable in sharing
opinions. Sense of transparency help in establishing of positive working environment.
Organisation can organise general meetings on regular basis to monitor what is happening
(Doppelt, 2017). They must collect feedback from staff and implement them to modify existing
process and services.
Empowering of employees: In a service oriented company like Barnacle Bay
Country House employees be capable of providing solutions to the clients. Organisation is
committed towards providing valuable customers services. Staff members be capable enough to
deal with different problems relating to guest. Efficient teams make good decision according to
the circumstances. Workforce are trained in order to maintain good and positive cultural
environment.
Identify the problems: It is necessary for Barnacle Bay Country House to identify
the area of problems. Management hire employees for performing a particular task but sometime
they turn out to be inefficient for that position. Such circumstances creates negative and toxic
working environment (Ways to Create a;' Great Culture, 2018). It is responsibility of business to
identify the problems and develop strategies to deal with them This strategy helps in identifying
problems at initial level which will assist manager in reducing chance of mismanagement and
customer complaints.
Develop staff efficiently to reduce the wage bill by 10%
According to the given staff members are not attending clients properly, they are
occupied in chatting with each other or with the regular guest. Employees are insufficient in
delivering quality hospitality services to clients, which has resulted in overall decrease in profits
and revenue (Fullan, 2014). There are certain steps which will be implemented by Barnacle Bay
Country House Hotel in order to increase efficiency of staff are as follows:.
Delegation of work: Delegation of work is defined as a capability of dividing work
among the team members in order to achieve higher level of efficiency. It is essential for the HR
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manager to prioritise task in order to achieve the desired goals and objectives. Assigning task to
the right employees will enhance the overall productivity and profits of the business. Division of
work can minimise the wastage resources and task is completed within the prescribed time
frame. It provides employees with the opportunity to learn and develop new skills and gain
experience in the specific areas. Organisation will assign task on the basis of staff capabilities,
this is among the important element of management which will helps in reducing wage bill by 10
% (Proctor and Ross, 2015). Delegation of work will reduce informal communication between
employees and they will get more time to focus on their job.
Match skills according to the job: In order to maximise efficiency it is required
to match capabilities and employee’s behaviour with the job. HR manager of Barnacle Bay
Country House hire creative and extroverted person in order to deliver quality products and
services to clients. It is responsibility of HR manager to match up the task with employees’
capabilities, this will improve efficiency of employees. If organisation select right employees
then it will reduce the number of lines in-front of bars and valuable services will be delivered .
Review the level of compensation: This is among the best techniques which is
required in motivating employees to be more efficient and capable. Human resource
management recognise their staff members for their achievement of the benchmark
(Groeneveld, 2016). Appreciating of staff members will motivate them to increase productivity
and profits. If employees get proper compensation they will not leave the organisation, thus it
will reduce in employee turnover rate
Eliminate Redundancy : effective management of employee will minimise employee
redundancy, performing of particular job on a regular basis can give rise to negative
consequences. Given organisation can assign complementary activities and motivate them to
effectively coordinate with each other.
Employees turnover : Company can establish healthy and safe environment in order to
minimise the turnover rate. Management must motivate their workforce to accomplish the task
and provide them with desired incentives. Retaining of employees, increase efficiency and
productivity.
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Take steps to reduce customer complains
According to the given case customers are continuously complaining about the services
of hotel. They were not getting proper attention from the staff members as they were busy
chatting and gossiping with each other. The hotel was unable to maintain standards of
cleanliness where the rooms were messed up and dirty. Guests were getting served wrong dishes
which led to dissatisfaction with the services of the hotel. Certain steps are taken to reduce the
complains of customers, some of them are as follows.
Resolving of issues in the first call: It is necessary to attend customers complain
immediately this will help in creating positive relations with them. Hotel can employ skilled and
capable employees to resolve the grievances and problems (Hayes, 2018). Management must
assure that their clients do not complain about the same issues again. For example, if client call
for the queries, hotel must address it and do not put on hold.
Implementation of the correct system: It is necessary to have quality staff which is
capable of collecting all relevant information and communicating the same. This is an effective
way of improving the existing products and services. Implementing quality assurance system
will help management in addressing complaints in desired manner and understanding
requirements of clients. For example, this system can be used enhancing the services like
delivering of right food, providing client with clean rooms and minimising waiting list of guest.
Stay consistent: Management of hotel will focus on being consistent and resolving the
issues and problems of customer's. Human resource manager will aim at organising training to
employees which will help them in managing effectiveness in hotel services according to
customer requirement. Moreover, this will reduce the changes of long queues which develop at
bar when hotel is busy during festive season or weekends. . Call centre leaders must be assuring
that all problems are handled effectively and clients taken care of.
Creative ways of feedback: Effective communication help in establishing good relation
with customers and collecting the feedback regarding the procedure and products. For example,
hotel can as their clients to post experiences on the official websites, on basis of this company
can improve services.
Rewarding customers: When potential buyers spend their day to provide feedbacks,
then company can provide loyalty points and offers to them (Piña, Lowell and Harris, 2017). The
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given organisation will take measures to praise their potential buyers and reward them. They can
offer them with discount vouchers, which is beneficial in retaining of employees.
Conclusion
This project concluded that hotel can identify strategical vision, which is essential for
creating good brand image in the market. HR manager of Barnacles will work on creating good
working environment, where employees are dedicated towards their work and provide authentic
experiences to the customers. This report explained about cultural change of a company which
play crucial role in making business stable and sustainable, entrepreneur are concerned about the
culture changes taking place in business. Further this report explained steps which will be taken
by manager to resolve the customers complains and to reduce wage bill by 10 percent.
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REFERENCES
Books and journals
Benn, S., Edwards, M. and Williams, T., 2014. Organizational change for corporate
sustainability. Routledge.
Dawson, P. and Andriopoulos, C., 2014. Managing change, creativity and innovation. Sage.
Day, R.D., 2014. Leading and managing people in the dynamic organization. Psychology Press.
Doppelt, B., 2017. Leading change toward sustainability: A change-management guide for
business, government and civil society. Routledge.
Fullan, M., 2014. Leading in a culture of change personal action guide and workbook. John
Wiley & Sons.
Groeneveld, S.M., 2016. Managing change in hard times: A study on how public managers act
on organizational change success conditions during cutbacks (Master's thesis).
Hayes, J., 2018. The theory and practice of change management.
Piña, A.A., Lowell, V.L. and Harris, B.R., 2017. Leading and Managing E-Learning: What the
E-Learning Leader Needs to Know. Springer.
Proctor, M.M. and Ross, K., 2015. Leading Change while Managing Conflict in Departmental
Transitions.
Wiesner, R., Chadee, D. and Best, P., 2018. Managing change toward environmental
sustainability: a conceptual model in small and medium enterprises. Organization &
Environment. 31(2). pp.152-177.
Online
Ways to Create a;' Great Culture. 2018. [Online]. Accessed through:
<https://www.cloudbeds.com/articles/9-ways-to-create-a-great-culture-at-your-hotel/>
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