What do you do if your team in the hospitality industry is resistant to change?

When my team at a luxury resort that I had mentored, was resistant to a new digital check-in system, I arranged an open forum to discuss their concerns. It turned out, many were anxious about the technology's complexity and their ability to adapt. Understanding their fears, I organized hands-on training sessions and brought in a tech specialist for support. This approach not only eased their worries but also fostered a sense of confidence and ownership over the new system. By addressing their concerns directly and empathetically, the team’s resistance turned into enthusiasm, illustrating the power of tailored communication and empathy in managing change.

Engage in open discussions, conduct anonymous surveys, and hold one-on-one meetings to understand their concerns. Allow your staff to discuss openly, creating an environment where they don't feel intimidated communicating with you. Lead by example and offer incentives to encourage adaptation. Communication and empathy are key to addressing resistance effectively.

Employ surveys, one-on-one discussions, or team meetings to comprehensively understand the underlying concerns and reservations. For instance, during the implementation of a new PMS, it became evident through staff feedback sessions that there was a pervasive fear of complexity and inadequate training, leading to resistance...

Resistance is a full stop to growth - Identify the reason for resistance - Understand the Team's point of view about the change - Make them understand the benefits to new area - Open Discussion platform - Train the team

I always try to show the personal benefits that each staff member will gain if they implement the necessary changes. For example, I mentioned that what they will learn will help them grow as professionals, will be a good addition to their CV, and will be great for their future jobs. Of course, it is necessary to always consider the corporate benefits, but personal benefits are truly very motivating.

When introducing a new reservation system at a luxury hotel, I encountered significant resistance from our front desk team. To address this, I conducted a presentation highlighting how the new system would reduce their workload by automating repetitive tasks and improving guest check-in efficiency. I shared a scenario demonstrating a smoother, faster check-in process during peak times. After seeing the direct benefits and having the opportunity to discuss their concerns, the team's resistance shifted to acceptance, ultimately recognizing the change as a positive step towards enhancing both their workday and guest satisfaction. This example underscores the importance of clear, benefit-focused communication in overcoming resistance to change.

Utilize various communication channels such as training sessions, informational materials, and real-life examples to clearly articulate the benefits of the proposed changes. For instance, in the case of introducing a new PMS, we showcased how the system streamlined processes, it was easier to understand and operate, reduced workload, and ultimately enhanced guest satisfaction, thereby improving staff efficiency and overall hotel performance.

At a prestigious hotel, when we introduced a new property management system, there was noticeable resistance among the staff. To mitigate their concerns, we implemented a thorough training program that included interactive workshops, detailed manuals, and continuous on-site support from IT specialists for two months post-implementation. This hands-on approach allowed staff to practice and ask questions in real-time, building their competence and confidence. The result was a smooth transition with increased efficiency and a team that felt empowered and adept in their roles, demonstrating how effective training can transform resistance into readiness and reassurance.

When we rolled out a new digital booking system at hotel, resistance was palpable. To counter this, we selected tech-savvy staff members as 'Digital Leaders'. These champions received advanced training and shared their insights in team meetings, showcasing the system’s ease and efficiency. Their positive experiences and peer-to-peer teaching quickly transformed skepticism into excitement, demonstrating how empowering and supporting internal champions can effectively encourage widespread acceptance of new technologies.

One you know the reason , and found a solution to the issue. It's important to implement the solution only when you have the confidence of staff, Ensure proper training is given to staff before implementing change . It's vital to take time .

In my 25 years of hospitality experience tasks for employees are overwhelming and so create a work less task driven system. Let the tech automate the tasks so more focus is on service. Listen effectively to what the team desires and wants. Don't throw the kitchen sink at them instead provide them one item at a time and see how they do. Focus on one piece at a time.

Implement changes gradually in manageable phases, ensuring ample support and feedback channels are in place. This could involve rolling out system updates or procedural changes over several stages, with each phase accompanied by comprehensive training sessions and ongoing support mechanisms. For example, when upgrading our property management system, we phased in new modules over a period of 4 months, each department separately, providing continuous training opportunities and establishing dedicated support channels for staff to address any issues or concerns they encountered along the way.

Don't act as a boss act as a colleague where they feel comfortable and look up to you as a mentor. Pizza parties will not do justice. Providing them what they desire will create the best culture possible. Listen carefully and then excute.

As a hospitality industry that has been so behind to the rest of Industries when we talk about innovation. So lead by example and don't be afraid to innovative. Your ideal could be the gamechanger and that is the reason I created EV Hotel. I wanted to create the most revolutionary hotel brand ever to be created. I know you can do the same.