This report examines the Barnacle Bay Country House Hotel case study, focusing on the impact of unplanned and emergent changes, particularly those stemming from the COVID-19 pandemic. It analyzes the challenges faced by the hotel, including the need to adapt to changing customer expectations and increased competition. The report provides guidance for the owner-manager, Rita, on undertaking a planned approach to change, considering organizational development approaches such as data collection, action planning, and team building. It also addresses potential conflicts Rita might face during implementation, such as employee resistance and competition from a newly opened hotel. Recommendations are provided for the hotel to focus on hygiene, implement a COVID department, employee retention, and improving service quality to maintain profitability and brand value.
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