Leading and Managing Change: Holiday Inn Case Study Report

This report examines change management within the context of Holiday Inn, a global hotel brand. It explores the necessity of change for organizational survival and competitive advantage, comparing Holiday Inn's strategies with those of Whitbread. The report identifies key drivers of change, including political, economic, social, and technological factors, and analyzes their impact on individual and team behavior. It also discusses the barriers to change and proposes leadership approaches to effectively manage and implement changes within the organization. The report covers internal drivers such as financial management, resources, and employee morale and external drivers including political, economic, social, and technological aspects. The report also emphasizes the importance of employee involvement and training to mitigate the negative impacts of change, providing a comprehensive overview of change management strategies within the hospitality industry.

Understanding and
Leading Change

INTRODUCTION
Adopting change is a effective way which the organisation adopts and leads to changes
in business strategies and policies and ensures survival of the business Adopting change in the
organisation causes changes in the company's strategies, structures and methods and causes
difference in conducting the business activities. Therefore change can be adopted for a
permanent or a specific time period within the organisation (Alaviand and Gill, 2017). Therefore
it is necessary for the managers to lead change effective process of acknowledging the needs of
change within the organisation and implementing and leading that in a particular way so as to
accomplish the targets and objectives of the organisation. The report is based on Holiday Inn
hotel which is a British owned American Brand of hotels which are providing services
worldwide, headquartered in UK. This project will throw highlights on comparing different
companies whose strategies and operations are affected by implementing change. . It also
determines different drivers of change which has a impact on the individual and team behaviour.
In addition to this it also explains different barriers of change and apply different leadership
approaches to deal with the change.
TASK 1
P1
Implementing and adopting change is necessary for the administration so as to meet the
changing requirement of the customer and to gain competitive advantage over rival companies.
Therefore adopting change within the respective company has a consequence on the
organisations plan of action and operations which is described as follows-
Case- Holiday Inn which deals in service sector industry provides lodging, accommodation, food
and beverage services to the customers through out the world. This led the company to follow
different political rules and regulations of the varied countries, this influences and creates
complexities in the conduct of the business activities. Moreover with the changing demands of
the customer it influences the company to adopt to change and provides services that meets the
demands and requirement of the customer and allow the company to gain competitive advantage.
Moreover there is increasing environmental concern which forces the hotel to adopt change and
conducts the business activities in a different manner (Anderson, 2016). Therefore as a way

compete in global market, it requires managers for Holiday Inn for Holiday Inn to bring changes
in the organisational strategy and operations discussed as follows-
Basis Holiday Inn Whit Bread
High competition Holiday Inn which provides
services to the customers
throughout the world is
impacted by the different
governmental rules and
regulations in varied countries.
Moreover there are various
competitors which are
providing best services to the
customer and results loss for
Holiday Inn . This causes the
respective organisation to
adopt change and formulates
new strategies so as to conduct
the business operations in a
proper manner.
Strategies- In order to
compete with the higher
competition respective hotel
has started providing best
services to the customers at an
appropriate rate and moreover
can provide discounts to the
customer on special occasions
so as to attract major
customers.
Change in Operations-
Adopting and implementing
It is a British Multinational
hotel and is the largest brand
of hotel in Uk. But within the
high level of competition in the
global market, it is necessary
for company to formulate
effective strategies and gains
the competitive advantage.
Strategies- In order to sustain
in this competitive market, it is
necessary for managers at
Whit Bread hotel to formulate
effective strategies and
implement change in the
organisation such as
customised services would be
provided to the customer
according to their demands so
as to gain competitive
advantage.
Change in Operations-
Leading change cause change
in the business operations and
will allow manager t
implement change such as
involving all the employees in
decision making so as to
increase their morale and this

change leads to change in the
business operations of the
activities. It leads the manager
within hotel to provide
necessary training to the
employees so as to make them
work effectively. to the
customer without any issues
and assist in implementing
change in successful manner
(Doppelt, 2017).
will allow them to function
business activities in an
appropriate way.
Environmental Concern In today' s modern world
individual are more concerned
about the environment and
wants to avail the sustainable
services . This leads Holiday
Inn to implement change
within organisation and has a
impact on the organisation
strategy and operations.
Strategy- In order to adopt
change and attract customers,
Leader within Holiday Inn to
store minimum level of
inventory and thereby uses the
resources to the optimum
level, moreover automatic on
and off lights system will be
implemented so as provide
sustainable services to the
customer and avoid damage on
In order to attract larger
customer base , it is necessary
whit Bread hotel to adopt such
strategies which doesn't have
any negative effect on the
environment. This will help
them to attain maximum
profitability for the company.
Strategies- In order to
implement change and provide
sustainable services , Whit
bread hotel reduces the paper
work and conducts the
transaction online. This will
not impact the environment.
Changes in Operations-
Implementing eco friendly
strategies within the
organisation causes change in
the business operations such as

the environment.
Changes in Operations- It
causes the change in business
operations as generating
automatic system will reduce
the work load of the hotel
employees and results in
conducting the business
activities in appropriate
manner (Fragouli and Ibidapo,
2015).
training should be provided to
the employees so as to hadle
online payment, issues and
concerns of the employees and
conducts the business activities
in proper manner.
M1
In order to gain competitive advantage it is essential for the organisations to implement
change drivers within the organisation. Basically there are two drivers of change which has a
effect on the performance of the business as these factors enables the business in evaluating all
the external as well as internal factors which can affect the business and its performance. It also
helps the business in identifying all the government interventions and changes that business
needs to adopt in order to survive in competitive era. Therefore Holiday Inn is adopting the
change of providing sustainable services to its guest and moreover services are offered according
to the demand and requirement of the customers. This causes a transformational organisational
change within Holiday Inn in which hotel carries out changes in the business activities of the
firm so that business activities can be properly functioned within the respective organisation.
D1
It is essential for every administration to implement alteration in the business activities so
as to meet the existing trends in the market. and sustain competitively in the global market place.
This will ensure the respective company to enhance their brand image in the market and attains
maximum profitability for the company. Therefore it is recommended to the company to conduct
the market research in a proper manner and analyse the existing market trends so as to implement
the change and derive positive outcomes out of it.

TASK 2
P2
Some of these are various drivers which impact internal leadership, individualistic and
social unit behaviour. These drives are internal and external. Internal drives consist of internal
financial management, resources and culture whereas external drives consists of political,
economic, social and technological.
Internal drivers :
Financial management – These have the powerful impact on the running of worker as a
unit or individual in the organisation as if the allocation of the funds and capital in the
organisation will not be done in appropriate manner it can decrease their working. And if the
funds of the organisation Holiday Inn is maintained in a significant way than the leader will be
able to perform their task effectively.
Resources- These serves as an asset to the organisation. If the availability of resources
such as human being, finances and other resources will be less than employee as an individual or
a group will faces challenges in operating activities. And if the resources in the organisation are
surplus then employees as an individual or team can carry out their activities in desired way.
Employee morale- These drives the organisation towards success and growth of the
company. If the worker of the establishment Holiday Inn do not mortal team spirit or are not at
all serious about their job then the company may face problems and if the employee, leader or a
team of the organisation are satisfied with the company they can work with their full devotion
towards accomplishing the goals of the organisation.
External drivers:
Political factor: These factors involves changes in rules and regulations, government
policies, tax rates etc. which impact the working of the organisation . In context of Holiday Inn
the company needs to adopts all those changes, rules and regulation which have been amended
by the government in order to survive their business. . These changes in policies and legislations
will also affect the running way of employees, leaders and group as they also need to alter their
working style conformity.
Economical factor : These factors consists of changes in inflation rates, consumer
behaviour and interest rates etc. This has also affect the working of employees as a leader or a
team . These changes have also reduced the working capabilities of the workers in situations

where purchasing power of the consumer is high. and has also reduced the costs of hiring new
staff in the company like Holiday Inn.
Social factors : Due to the rapid changes in the demand of the customers it is important
for the individual to have hard-hitting pattern of leading to full-fill the demands and requirements
of the market place. This will benefit Holiday Inn in achieving large customer base and
competitive advantage and will also improve the productivity and the performance of the
individual and team leaders.
Technological factors: This will help the business of Holiday Inn in securing the data by
adopting new and advance technology which will protect the information in positive manner.
These change will help the business to enhance their level of productivity and the standard of
living with the help of individual employees, leaders and the team members. (Gupta, 2011).
P3
When change is implemented and adopted within the respective organisation, it has some
positive and negative outcomes. Therefore it is required by the manager within the respective
organisation to take proper measures and decisions so as to reduce the impact of the change in
the business activities of organisation.
 Increasing participation of the employees in change process- When change is
enforced within the respective system, managers and leader should involve all the
employees and take their concern regarding implementing change. This feel makes them
feel as a valuable part of the organisation and will enable the employees to function
business activities in a proper manner. towards implementing and managing change
within the organisation.
 Appropriate Training to the employees- In context to hotel Holiday Inn, when change
has been implemented towards providing sustainable survives to the customers, thereby
reducing the impact on the environment. Adopting this change will require manager and
leaders within the organisation to provide specific training so as to enhance their skills
and capabilities so that they can conduct the business activities in a proper manner
(Hillson and Murray-Webster, 2017).
These are the effective measures which can be taken by the respective organisation so as
to minimise the negative impact of the change on the organisation and allow the work forces to
deal with the change in an appropriate manner. In addition to this, Manager at Holiday inn

should should adopt PDCA model so as to take proper measures to minimise the negative impact
of change on the organisational behaviour. It is described as follows-
 Plan- This is the first step in which managers within the respective organisation decides
to implement change within the organisation. It is necessary for the managers to conduct
the marketing research before implementing change. This will provide the manager with
the idea of exiting market trends, issues and opportunities available. It leads to framing of
appropriate strategies so as to implement change successfully within the organisation.
 Do- This is the second step which needs manager of Holiday Inn to implement planned
strategies so as to check their effectiveness. In context to Holiday Inn when the manager
sets new strategies for providing sustainable services to the customers such as reducing
paper work, automatic on off light system. Manager implements such strategies so as to
analyse whether they are meeting customers and assist the company to gain competitive
advantage (Jones and Harris, 2014).
 Check- This step is concerned with checking the effectiveness of the strategy that
whether they are helping to gain competitive advantage or not. In order to check the
effectiveness of strategy manger of Holiday Inn should compare the current
performance of the company with the past performance. This helps the manager to take
effective decision so as to continue the business operations with the planned strategies or
to make necessary changes in the strategies so as to to minimise or reduce the negative
impacts of change.
 Act- This step within the model is concerned with implementing the appropriate strategy
so that business activities can be conducted in a appropriate manner, and change can be
positively implemented within the organisation.
M2
There are two drivers such as internal and external factors which causes the respective
organisation to initiate change within the organisation. Moreover when change is implemented it
leads to positive as well as negative effects. When there are negative outcomes it determines
Holiday Inn to use PDCA model so as to evaluate organisation response to change as it is
concerned with proper planning of strategies and checking out the deviations in the performance
of the business activities. This model has various advantages within the organisation as it leads to
continuous improvement in the business activities and helps the manager to take corrective

actions while implementing small changes and helps in reducing the possible risks associated
with implementing change. It has various disadvantage such as when the manager within the
respective organisation frames inappropriate strategies it leads the company to face losses and
risk an this resist the employees to adopt change (Henderson,Gulati and Tushman, 2015).
TASK 3
P4
Barriers to change are the hurdles or the constraints which comes the way while
implementing change within the organisation. Moreover, while implementing change within the
organisation there exist different barriers which causes difficulty in implementing the change and
makes difficult for the business activities to conduct business activities in a appropriate manner.
In context to the case study of Holiday Inn which is trying to implement change within the
business activities by providing sustainable and eco friendly services to the customer. While
implementing changes these causes some barriers towards implementing them in organisation.
Therefore it is necessary for the managers and leaders within the organisation to remove such
barriers and take proper actions towards the success of the organisation.
Hurdles while Implementing Change
 Lack of proper communication Channel- Lack of proper connection channel act as a
barrier in implementing the change. When the change is implemented within the
respective organisation it is required by the managers and the leaders within the
respective organisation to have proper communication channels so that employees are
also aware of the necessary information which helps them to perform their job related
responsibilities in a proper manner. Hence when lack of interaction is there between the
employees it will not allow the company to implement the change in a successful
manner. It influences leadership decision within the organisation as leaders within
Holiday Inn needs to adopts various communication methods so as to create a interactive
and a harmonious environment and implements the change in a better manner.
 Negative attitude of the employees- When the employees within the organisation resist
to the change when the hotel is trying to provide sustainable services to its customers. It
causes change in the work of the employees which resist them to implement change and
attain positive outcomes within the organisation. This act as a barrier towards

implementing change and also influences leadership decision as leader at Holiday Inn
needs to provide training facilities to the customer so that they can work properly as well
as involve them in decision making during the process of implementing change. This will
make the employees confident to work towards implementing and adopting change.
(Iveroth and Hallencreutz, 2015).
In addition to this manager within the respective organisation would adopt Force Field
Analysis Model so as to determine the driving forces and restraining forces of change within the
organisation. Therefore for implementing the change of adopting sustainable practices and
providing services as per the requirement of the customers driving forces of this change at
Holiday Inn should exceed the restraining forces.
llustration 1: Force Field Analysis, 2019
Source:(Force Field Analysis, 2019)
Driving Forces for Change

Increasing Competition- With the increasing competition from rival companies, it is
necessary for respective company to adopt and implementing change of adopting to eco friendly
services so as to gain the trust of the customers and gains competitive advantage over rival
companies (Field Force Analysis, 2019).
To maximise the profit margins- In order to sustain in this competitive business
environment it is necessary for the business to provide products and services to the customer
according to the requirement of the customer. Therefore when services are provided as per the
requirement of customer, it will attract larger customer base and therefore helps Holiday Inn to
maximise its profit margins.
Restraining Forces of Change
 Lack of employees involvement- Employees always resist to change in the organisation.
As the employee gets comfort towards their work and doesn't want to move away from
their comfort zone. This is the restraining force towards which the manager faces
difficulty in implementing the change successfully (Kotter, 2012).
 High Cost- When the mangers at Holiday Inn tries to implement change such as of
providing customised services according to the requirements of the customers and
adopting to sustainable services will led the company to adopt changes , but this led the
company to bear heavy cost and act as a restraining force towards implementing change.
M3
When change is implemented within the organisation there exist different barriers which
causes difficulty for the business managers to implement the change. Therefore company should
adopt Force Field Analysis model so as to determine the forcing and the resisting forces.
Therefore driving forces for the change within the organisation is increasing competition and
therefore to earn maximum profit. It influences decision making of leader as it allows the leader
to adopt effective strategies so as to enhance skills of the employees thereby so as to implement
the change effectively. Restraining forces of change are high cost and lack of employee
involvement which makes difficult for the managers to implement the change. It also influences
leadership decision as leaders within the chosen company should enhance participation of
employees so as to increase their morale and make them work effectively in the organisation.

D2
Force Field Analysis is a effective model which helps the managers within the respective
organisation to ascertain the driving and the resisting forces. This also helps the company to
attain the organisational objectives as as by properly analysing the resisting forces it takes
corrective actions against the same so as to help the employees to work effectively towards
attaining the organisational objectives in a proper manner (Latham, 2013).
TASK 4
P5
Every arrangement operates their business with different pattern and leadership style. Its
differs from organisation to organisation. Leadership is the power of the individual to influence
and motivate another to work so that the goal of the organisation can be achieve effectively. The
leader of the Holiday Inn have also adopted different leadership style in order to motivate their
employees. These are the leadership style which have been used by the manager of the company
Holiday Inn:-
Democratic leadership style- This leadership style is the prime for the company like
Holiday Inn as this style involves delegation of authority and responsibility to their subordinates
so that they can give their view points on the problems and can also take part in the judgement
devising process of the arrangement. This will increase the business of Holiday Inn as the
employee will works towards the organisation goals with their full efforts without considering
about their personal interest.
Situational leadership style- The manager or the leader of the Holiday Inn will focus on
this style of leadership to overcome the particular situation or the problems . This will also allow
the employee of the respective company in performing the business operations by resolving the
conflicts between their workers, employer and employees. It will also support them in achieving
the vision and objectives with the situation and leadership rendered.
Lewin's change model:
It is designed so that the enterprise can easily adopt and cope up with the rapidly
changing environment. This model is based around the 3 phases which will help the business of
Holiday Inn to improve their working condition. Phases of Lewin's model are :

 Unfreezing: This phase of the model states the resistance to change. Here, the manager
or the leader of the company Holiday Inn will focus on motivating their employee to
adopt the changes by implementing transformational leadership style in regard to
improve the performance of their employee.
 Changing: This is the second phase of this model which involves change . In this stage
the employee of the Holiday Inn have the mindset for easily adopting all those changes
which will help them in solving the emerging issues by implementing the participative
leadership styles.
 Refreezing: In this phase all the changes are enforced in the system and are adopted by
the worker without disrupting the environment . The manager of the company like
Holiday Inn can apply supportive leadership way to assist their employee in performing
the task in the most effective manner.
These phases will help the business of Holiday Inn in performing their business smoothly with
the proper and effective utilisation of the this model and will also allow them to motivate their
employee effectively.
M4
Their are various leadership approaches which should be adopted by the organisations so
as to handle the organisational situation in a better manner. In context to this there are various
leadership approaches such as autocratic and democratic style of leadership should be adopted
according to the organisational situation and assist the company to gain competitive advantage.
The company has also focused on the lewin change model in order to sustain in the market . This
model provides us with different situation like unfreezing in which the employee resist to change
, changing in which the member of the organisation are flexible to adopt the change and at last
refreezing in which the change has been implemented in the organisation. When democratic style
is adopted within the organisation it leads to the involvement of the employees in decision
making process which will increase their morale and led towards implementing organisational
change in a better manner (By and Burnes, 2013).
D3

Leadership approaches such as situational and democratic style should be adopted by the
organisation so as to handle the organisational situation in a effective manner. Their are various
advantages and disadvantages of these approaches such as-
Situational Leadership
 It provides flexibility to the leaders within the organisation to adopt to different styles
according to the prevailing situation in the organisation and creates a harmonious work
place environment.
 It increases the awareness of the leader to analyse the organisational situation in a
effective manner and takes corrective action for the same.
Disadvantages-
 It creates complexities for the business leaders to take proper actions as various
parameters are interrelated.
 It may create dependency on the leader within the organisation to take effective action.
Democratic Leadership Style
Advantages-
 It improves morale of the employees to perform business activities in a proper manner.
 It enhances team spirit among the employees to implement change in a successful
manner(Alavi and Gill, 2017).
Disadvantage-
 It creates confusion among the leader as there is high involvement of employees which
provides different decision to the manager.
 It is a time consuming leadership style in which urgent decisions cannot be taken.
CONCLUSION
It is analysed from the above report that that it is vital for the business organisations to
adopt and implement the change in a successful manner within the organisation. There are
internal and external drivers of change which forces companies to adopt to change and succeed
in the global environment. It has also been recognised that Force Field analysis is an effective
model which suggest managers regarding the driving and resisting forces to change and therefore
necessary actions can be taken to motivate employees which resist change and assist the
company in gainining competitive advantage. Moreover there are various leadership approaches

which are adopted by managers and leaders so as to handle the organisational situation in a better
manner.