This report delves into change management within the service industry, focusing on the practical application of Lewin's change model. It provides a comparative analysis of change management strategies adopted by the Savoy Hotel and Four Seasons Hotel. The report examines how these hotels have implemented changes, such as incorporating new technologies like chatbots and digital check-in/out systems, to enhance customer experience and improve operational efficiency. It also explores the impact of these changes on leadership and talent management, highlighting how both hotels have adapted their approaches to meet evolving customer demands and maintain a competitive edge. The analysis includes a detailed comparison of the hotels' features, roles, communication strategies, and the use of various marketing and pricing strategies to attract customers and increase sales. The report emphasizes the importance of embracing change and utilizing talent to ensure continuous business success in the dynamic service industry.
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