Analyzing Change Management Strategies: Hilton and Marriott Report

This report provides a comprehensive analysis of change management within the context of the Hilton and Marriott hotel chains. It begins with a comparison of the two organizations, examining how strategic and operational changes impact their overall performance and market positioning. The report delves into the internal and external drivers of change, exploring their influence on leadership styles and individual behaviors within the organizations. It evaluates measures that can be implemented to mitigate the negative consequences of change, such as technological advancements and structural adjustments. Furthermore, the report identifies and discusses the barriers to change, and how they affect leadership decision-making processes. Finally, it outlines and contrasts different leadership approaches employed by the hotels, offering valuable insights into effective change management strategies within the hospitality industry.

Understanding and Leading Change

Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Comparison of two organizations and impact of change on organization strategy and
operations.....................................................................................................................................1
P2 Ways in which drivers of change affect leadership................................................................3
P3 Measures that can be taken to minimize negative impacts of changes..................................4
TASK 2............................................................................................................................................6
P4 Barriers for change and their impact on leadership................................................................6
TASK 3............................................................................................................................................7
P5 Different leadership approaches.............................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Change management is the essential part of business, companies have to make
modifications in its working process in order to sustain in the market for longer duration. Current
study is based on Hilton and Marriott hotel. Both are leading firms operate in the field of
hospitality (O'Donnell and et.al., 2015). Both are the closest competitors of each others, both
offers quality products and services to their consumers and try to satisfy them. Present study will
discuss way in which internal and external drivers of changes affect leadership and individual
behaviours. It will evaluate the measures that can support in minimizing negative impacts of
changes. Furthermore, study will illustrate barriers for change and how they influence leadership
decision making. In addition, different leadership approaches will be described in this
assignment.
TASK 1
P1 Comparison of two organizations and impact of change on organization strategy and
operations
Changes are part of business unit, companies always try to modify its operations so
that it can run its business as per the current market requirements (Richards, 2015).
Companies have to make changes in its policy, structure, strategy time to time in order to
enhance profitability of the organization. These changes impact on strategy and operations to
great extent.
Various changes implemented in organizations
There are many types of changes are are implemented by company. These are as
following:
 Structural changes: This is the change which is done into structure of the organization.
This supported in improving communication between employees and employers and
making people aware with their responsibilities.
 Strategic changes: It is related with making changing in purpose and strategies of the
firm. This includes products, service changes, development of products or modification in
existing service procedure (Hallinger and Bryant, 2013).
 Process change: It is related with alteration in existing procedure, Creativity and
innovation are helpful in improving in effectiveness of process.
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 People: Innovation can support in encouraging people and developing their skills. By this
way people feel happy and they retain in the workplace for longer duration.
Changes affect overall business operations of the firm to great extent. Technological
changes are the main modification that can support in improving the operational efficiency of the
business unit. Hilton hotel is planning to implement advance technology so that wastage and
errors can be minimized in the organization. On other hand Marriott hotel is planning to make
structural changes in its process. This is the type of change by this overall company's
performance can be influenced.
Change's impact on Hilton strategy and operations
Main objective of Hilton Hotel is to expand its business across the world and enhance
satisfaction level of its valuable consumers. Management of the organization always try to
provide high quality services and products to its valuable consumers so that their satisfaction
level can be increased. Changes impact on its strategic planning and overall operational
procedure to great extent. If there are technological changes then it would affect positively to the
operations and strategies of the company (Simons, 2015). As cited firm will be able to improve
its efficiency level and would be able to produce high quality products and services to
consumers.
Technological changes would be profitable for the company because by this way Hilton
hotel will be bale to coordinate with customers well. This may help the entity in its expansion
and growth. But it can increase operational cost of the Hilton hotel that is negative impact of
changes. Apart from this before implementing this change in the workplace entity will have to
make changes in its planning and strategy (Wylie, O’Neill, Miller and Jackson, 2017).
Technological changes can impact positive on the Hilton hotel. By this way employees
will be able to perform well and they will be able to reduce errors. This will help in providing
quick and effective services to customers,. Technological changes will be positive for the growth
of the firm and it will be able to gain competitive advantage. On other hand implementation of
advance technologies will enhance cost of the company that would be negative impact of
changes.
Changes can affect the business unit in positive or negative manner. The success of
changes are completely depends upon the employees and other staff members of the firm. Hilton
hotels adopts market and product development strategy. Company mainly focus on its expansion
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so that it can earn high revenues (Yoder-Wise, 2014). Mangers of Hilton hotel continuous
makes new strategies so that it can identify needs of consumers and can make such strategies
through which it can accomplish needs of clients. Hilton hotel has conducted market research, it
was the strategy of cited firm, in which company has identifies needs of different group of
people and their buying behaviour., This has supported the firm in improving quality of products
and developing market as well. This has helped the company in providing high quality products
and services to consumers and retaining them in the workplace for longer duration (Aitkenhead
and McCann, 2017).
In order to bring this changes and implement it in the workplace effectively, Hilton hotel
has allotted resources to each department and company has recruited skilled employees those
who can contribute well in making it successful (Anderson, 2016).
Impact of changes on Marriott hotel
Marriott is the multinational hotel which provides luxurious products to consumers. Its
level of services are too high that has supported in gaining competitive advantage to the business.
Company has adopted Just in Time (JIT) and six sigma strategy. Implementation of this change
have given positive result to Marriott hotel. This has supported in improving production system,
procedure of serving best to consumers (Peters, 2012). After implementation of this method
company has realised that there is some loop fall in the system so all employees were given new
role and responsibilities. Company has given them training so that they can perform their work
effectively. JIT and Sig sigma changes have positively impacted the Marriott hotel. This has
improved operational efficient and has reduced cost of the company because wastage of the firm
is being minimized. This has helped the entity in making its production process more efficient.
Implementation of such change has raised brand image of the Marriott hotel (Nazir and Naqvi,
2012).
Marriott hotel aims to make changes in its structure, currently it is following tall
structure, where employees have no rights to discuss their issues with management directly. But
now company is planning to change its structure and adopt flat structure. This will impact
positive on the business unit. Because by this way employer will be able to coordinate well with
workers, that will enhance satisfaction level of staff members. This will develop relationship
between employees and confusions will be minimized
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P2 Ways in which drivers of change affect leadership
There are many internal and external element that helps in bringing modification in the
existing business process to great extent. These are related with strategic process and operations
of the entity (Harding, 2012). Both these aspect affect leadership and individual behaviour to
great extent. Internal drivers are as following:
 Resources: Marriott and Hilton hotel both are big brand and both have adequate
resources. So both these have capability to make changes in it operations and process. If
company does not have adequate resources then it will, not be able to fulfil needs of
employees (Organisational change and leadership styles 2012). In such condition
behaviour of individual and team members may get negative towards the brand. In such
conditions leaders will not be able to concentrate more on work and it will enhance
dissatisfaction among them. Capabilities: If Marriott and Hilton has capabilities to expand its business them it will
affect leadership positively. Because team members and employees will get change of
promotion and they will put their hard efforts. By this way leaders will be able to perform
their work effectively (Aitkenhead and McCann, 2017).
External drivers
There are many other external drives that impact on leadership, team and individual
behaviour in the Marriott and Hilton hotel.
 Customers: Consumers like to go to such places where they can get quality services and
products. If they are unable to get quality products then they can not prefer to spend
amount (Yoder-Wise, 2014). Consumers impact on leadership and individual behaviour.
If consumers are not taking interest in the firm then entity will not be able to provide
additional benefits to its leaders and employees. In such condition people will fail to
perform their work effectively.
 Political drivers: Changes in political conditions impact on the Marriott and Hilton to
great extent. In such condition cited firms have to make changes in its operational process
which may impact on business strategies (Simons, 2015). Implementation of changes will
not be accepted by people easily and they resist changes. In such condition their
behaviour may get changed towards the firm.
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 Economic drivers: It is another external drivers that impact on leadership, individual and
team behaviour of the organisation. Raise in inflation, deflation impact on salaries of the
employees. If company is unable to enhance its revenues due to inflation then it starts
cutting salaries of staff members. This impact negative on their behaviour and they think
to leave their jobs soon. Their confidence level gets decreased and that affect quality of
work as well (Richards, 2015).
 Technological drivers: It is another main factor that impact on leadership and individual
behaviour in the corporations. Changes in technology can not be accepted by people
easily because they do not have any knowledge about new technologies. Leaders
motivate people so that they take interest in these new techniques and support firm in
growth. Motivation enhance loyalty and confidence of people and they put their hard
efforts to gain success (O'Donnell and et.al., 20150.
Impact of changes
Changes impact on individuals, team and leadership to great extent. If company
implements technological changes in the workplace then it will impact positive on individuals
because this will enhance their performance level and will reduce errors. On other hand team will
be available to produce quality produces and services for consumers. Technological changes will
impact positive on leadership as well in the Hilton hotel because by this way leader will be able
to monitor perforce of workers effectively. This will help in controlling over their mistakes.
Structural changes will impact positive and negative in both ways on individual , team
and leadership in Marriott hotel. By adopting flat structure individual will feel motivated and
they will become loyal towards the brand. It will help in raising their performance level. On
other and team members will be able to coordinate well with each others. This will minimize
confusion and performance level of company will be improved. In addition, leadership may get
negatively affected because some time power to make decision making to employees create issue
for the leaders because employees do not listen their leaders views seriously and they behave
wrong with leaders. But it also impacts positive on leadership because by this way leaders can
get to know issues of workers and leader of cited firm can resolve their issues by meeting their
needs.
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P3 Measures that can be taken to minimize negative impacts of changes
Changes can impact on business unit to great extent, it is very essential for the entity that to
take necessary measures so that such type of negative impacts can be minimized. Changes not
only impact on functioning but also affect revenues of the cited firm to great extent. If entity
does not pay attention on these negative effectives then it may affect its brand image and can
lose its skill employees (Wylie, O’Neill, Miller and Jackson, 2017). It is essential to take timely
measures so that expected outcomes can be achieved by the Hilton and Marriott hotel. Cited
firms are required to train its staff members, most of the time people resist changes because they
have no knowledge about new environment. By giving proper training cited firms can minimize
such resistance and people can understand benefits of modifications (Aitkenhead and McCann,
2017). There are various measures that can support organizations in minimizing negative impact
to great extent. These measures are explained as below:
Communication
It is considered as one of the efficiency measures that can help Hilton and Marriott in
successfully implementing changes and gaining success. By coordination well with staff
members companies can reduce chances of resistance and people can contribute well in
accomplishing goal of the cited firms (Harding, 2012). Management is required to listen point of
views of employees and have to make them aware with the necessity of changes. This is the only
ways through which confusion and misunderstanding can be avoided. This would be better for
the entity in reducing negative impact of changes.
Training to employees
Changes are helpful for employees and employers both. It is essential for the companies
that to have skilled workers (Hallinger and Bryant, 2013). If people are well trained and have
good knowledge about new technologies then they will be able to perform their duties well. But
if entity does not train its employees well then it may create complications. Because people will
not understand new changes and they will feel demotivated. By giving proper training to staff
members knowledge and skills of workers can be minimized which will support in gaining
success (Yoder-Wise, 2014).
Motivation to workers
In order to minimize negative effective Hilton and Marriott hotels are required to
encourage its employees so that they feel motivated and positive This will help them in retaining
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in the workplace for longer duration and they will support the companies in changing duration.
Entities are required to give rewards and recognition to their workers so that they feel happy and
like workplace (Simons, 2015). In such condition they will not resist and will try to work better
so that overall goal of the corporation can be achieved soon.
Feedback and improvement loop
It is another measure that can be taken by the organizations in order to minimize negative
impact. Firms are required to take time to time feedback from employees. They can tell better
about effectiveness of changes. This may support entity in identifying the actual results by this
way they will make necessary changes in their strategies that would support the firm in gaining
success and minimizing negative impacts (O'Donnell and et.al., 2015).
TASK 2
P4 Barriers for change and their impact on leadership
Change management is the lengthy process, before implementing any change Hilton and
Marriott hotels are required to conduct deep market research. They have to understand necessity
of modifications and what measures can support in gaining success (Harding, 2012). There are
various barriers that are faced by companies while implementing change management in the
organizations. These barriers create complications for the corporations in successfully
implementing changes in workplace. If entity does not pay attention on these barriers then it
would not be able to meet with its objectives (Anderson, 2016). These barriers not only impact
on leadership but also affect leadership and decision-making process. There are various barriers
of changes:
 Resistance of workers: Employees are life blood of business, if they do not accept
modifications then it may create complications for the business. Whenever company
implement changes then due to no knowledge people feel dishearten and they resist this
change. In such condition they do not perform their duties well (Yoder-Wise, 2014). This
impact on productivity and efficiency level of company. People think that changes can
make their activities more complex and they will not get any benefit so they do strikes
and stop working. In such condition company can not be able to meet its goal soon.
 Integration: It is another barrier for the organization because due to this entity can get
failed to implement changes effectively. Changes in structure, process and system impact
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on moral of the workers. In such condition managers have to face difficulty. It is
complicated situation for companies because managers would not be able to develop
effective strategies (Simons, 2015).
 Competitors: It is another main barrier that impact on change management and
implementation of modifications in the workplace. There are many external forces that
affect the business unit and impact on its operational process. If competitors make
changes in their pricing policy or marketing techniques then it would be difficult for the
managers that to implement changes successfully.
 Political factors: Government can make changes in its policy and regulations any time. If
company plans to make alteration in its process and at the same time government make
changes in its policy. In such condition management has to change its entire planning. It
is complicated situation because this can increase budget of organization (O'Donnell and
et.al., 2015). By this way Hilton and Marriott would not be able to implement changes
effectively.
 Financial issue: It is another major barrier that create issue for the business unit in
implementing changes successfully in the workplace. If company does not have adequate
resources then it would be difficult to make changes, make new planning (Nazir and
Naqvi, 2012). Because these activities are required huge investments. Though Hilton and
Marriott have adequate financial resources and it is able to make changes in its process
for improving its operational process and enhancing efficiency level to great extent.
TASK 3
P5 Different leadership approaches
There are various leadership approaches that are helpful in dealing with changes in range of
organization context. These approaches are as following:
Autocratic leadership
It is the type of leadership in which higher authorities make all decision about the
company. In such type of leadership approach higher authorities do not involve employees in
decision making process. They just make decision and force workers to follow their instruction.
In such type of leadership companies do not give flexibility to their valuable employees. Though
it is good because it improves efficiency in working performance of workers because strict rules
support in minimizing mistakes (Hallinger and Bryant, 2013). But due to tough rules and
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regulations staff members feel demotivated and they think to leave their jobs soon. In such type
of leadership employees do not get right to say any thing and directly communicate with their
higher authorities. Hilton hotel follows Autocratic leadership style in which only top
management make decisions (Peters, 2012).
Participative leadership
It is another type of leadership approach which is considered as one of the effective
leadership style. In this style managers and leaders enhance participation of employees. Higher
authorities involve them in decision making process and listen their point of view as well. This
involvement enhances moral of employees and raise their confidence as well. In such condition
employees become loyal toward brand and they put their best efforts to accomplish goal of the
firm. Marriott hotel follow participative leadership style (Anderson, 2016). Top management
involve workers and take their feedback time to time. This brings innovation in the business unit
and support in retaining staff members in the workplace for longer duration.
Transactional leadership
It is another leadership approach in which leaders allot task to workers on the bases of
their capabilities and abilities (Yoder-Wise, 2014). Leaders give reward to good performance and
also give punishment to those people those who do not perform well. Managers and employees
work together in order to achieve pre determined goal of top management. Higher authorities
review work of these people and evaluate their working performance. On the bases of their
evaluation they analyse training needs of workers and give training to staff members. Many big
organizations such as Tesco etc. adopts this leadership. Training enhance knowledge and skills
of employees and they perform their work effectively (Wylie, O’Neill, Miller and Jackson,
2017).
Hersey Blanchard model
Hersey Blanchard model of leadership helps in understanding the situation and helps in
managing changes effectively. This theory explains that leaders have to make changes as per the
readiness of the employees. Readiness shows the ability of followers to complete given task.
Readiness can be divided into several levels:
 Low readiness of followers
 Low to Moderate readiness of followers
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 Moderate to high readiness of followers
 High readiness of followers
Leaders of the organization have to adopt two types of behaviour in the task behaviour
they have to make the follower understand with their duties and have to guide them. On other
hand in relationship behaviour leaders of company have to listen point of view of followers and
needs to encourage them so that they accept changes easily and perform better in the workplace.
Burke-litwin change model
Some of the changes may not give accurate results, in such condition this model helps the
leaders in revealing areas that are not performing well. With the assistance of this model
managers can assess the key environmental and organizational dimensions that can help in
gaining success by making changes. External environment is the area in which external forces
affect the business process. For example consumer behaviour, fluctuating market conditions etc.
Organization performance is another factor on which overall results are depended. Leadership,
mission, organization culture are strongly influenced by external environment. Structure,
management practices, work unit, motivation changes helps in gaining desired results. All these
elements impact on the individual performance in Hilton and Marriott hotel.
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