31 Dec '15, 3am

Re-Branding Gone Bad - The Importance of Change Management. - 4Hoteliers

Re-Branding Gone Bad - The Importance of Change Management. - 4Hoteliers

Exclusive Views: Luxury Travel Intelligence (LTI) recently listed Shangri-La’s Le Touessrok, Mauritius, and St Regis Mumbai in the top 5 worst luxury hotel openings in 2015.1 The report describes the former as “poor service and inadequate staff training plus a distinct impression that management is not present”, and states for the latter that is was “a rare slip up by this well regarded brand, due to a rushed and badly executed takeover of an existing (and troubled) property”. One must realize that the above cases did not constitute new hotel openings, but rather re-branding projects of existing properties. The comments made in the report suggest that the hotel associates were not “won over” by the re-branding. If we consider their buy-in as critical (and we should!), then resources and attention should have been invested in a credible change management program. According ...

Full article: http://www.4hoteliers.com/features/article/9493

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