Beach Hotel has 20 rooms to accommodate guests. The hotel is situated next to
the beach with fantastic views of the sea and was rated as a 4-star
accommodation by the AA.
During a recent reinspection by the AA, the rating of the hotel was decreased to
two stars.
The manager is rather disappointed and wants to return to a 3-star rated
accommodation. The manager approaches your team of change consultants to
address the main issues highlighted in the inspection:
1. Customer service was basic and at times rushed.
2. Cleanliness within communal areas could have been improved.
3. The reception area was at times left unattended.
Task 1: Use the ProSci ADKAR model to explore and critically appraise
appropriate practical steps, (underpinned by strategy) that might be
used to effectively manage the implementation of changes within the
hotel (60 marks) (LO2)
Task 2: Analyse and evaluate the applicability of McKinsey’s 7S model.
Discuss actionable strategies for addressing ‘soft-factor’ challenges
that the senior management might face. (40marks) (LO4)
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