Change management in the Hospitality industry

The hospitality industry, a constantly evolving industry, is facing rapid changes while operating during times of tremendous uncertainty. Thus, change management is a method which allows to manage organizational changes applied to the staff and the property, in order to adapt to challenging situations and reach desired objectives within the team. Change management aims to help staff, management, and all other acting parties ready to accept and embrace the change within their work environment.

gestion-changement-hotellerie

Each person undergoes adjustment at their own pace

Change can have an impact that is organization-wide, team-wide, and individual. Indeed, each individual can react differently when faced with an unsettling and uncomfortable situation. It is natural to initially feel reluctant to change. Moreover, reluctancy reflects being afraid of risk, feeling uncomfortable, confused, worried or even having biases take control of our emotions. 

We can take the example of a hotel which suddenly decides to use a new property management software, or other new technologies. This forces employees to learn how to use these technologies efficiently in order to save time and gain productivity on a daily basis. 

Change can be a real challenge, so it is important to motivate and reassure your staff to encourage them to embrace the change, avoid getting tied to old habits, and overcome their fear of the unknown and insecurity.

Change is inevitable and necessary

Change is inevitable so why not prepare for it in proactively? Before initiating your change procedure, it’s vital to have a well thought-out and carefully planned management strategy. The manager’s role is extremely important as he or her has the role of leadership in change management. The manager is the one who supports, leads, listens, and helps their staff and collaborators throughout the process. Moreover, change is necessary for the growth of a property while it is normal to be reluctant at first, it is important to be able to keep things in perspective to welcome change with ease. 

When it comes to using a new technology to improve your efficiency on a daily basis, your staff will often assume the additional utility of such technology is small to none and that this technology will not be required for your hotel in the long run. It is therefore your responsibility to persuade your staff of its value, and inform them that procedures will be modified in order to welcome and benefit from this new technology.

Optimism and mutual support are your biggest strengths

In order to lead your change management successfully, it’s imperative to focus on the benefits that change may bring instead of fears and potential losses that may arise. Do not forget that strength lies in numbers: you are not alone as all the staff is together with you in this process. Prioritize active and constructive listening in order to spot those affected by this difficult situation and do not hesitate to reassure them. Help them perceive change as an opportunity to live a new experience which will allow you to innovate and offer a memorable stay to your guests.


The hospitality industry is facing many uncertainties, forcing properties managers to adapt despite their reluctances to face new challenges. Whether it be structural changes or strategic changes, changes are inevitable and necessary for a property’s evolution. Most importantly, optimism and mutual support will be key for overcoming your comfort zone to better perceive the benefits of change.

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