Lake Resort Case Study Overview: You are going to have the opportunity to practice applying the different components of ADKAR within the context of the below case study. Directions: Read the below case study, then answers the questions associated with ADKAR. Case Study Lake Resort is a resort that has been the home to guest for over 120 years. Unfortunately, in the two years ago, the resort was shut down due to underperformance and the bank foreclosed on the property. About a year ago, a new owner bought the property for a bargain and the resort reopened. The resort has been open for about three months when you join their team as the Guest Services Manager, responsible for building a culture of guest (customer) service and develop and implement standardized guest service policies and procedures into all resort operations (note that while the word standardized is used, each department obviously needs to have things customized their way e.g. a food and beverage employee cant act exactly the same as a front desk employee). You report directly to the General Manager of the resort and all departments report directly to you regarding guest service initiatives. The departments that report directly to you are: front desk, housekeeping, food and beverage, banquets, sales, golf operations, spa operations, and the recreation department. You are walking to one of your first meetings with the General Manager, and you pass a small plaque on the wall in a non-guest area that has the companys mission statement written on it: Through a shared commitment, we are dedicated to maintaining a culture of integrity and excellence by providing the highest quality of lodging, food, and services. We strive to enhance our guest experience through innovation and creativity. Lake Resort promises to foster a collaborative environment through continuing education, community stewardship, loyalty, and accountability. We are passionate about delivering genuine Wisconsin hospitality where memories are made and stories are relived. You make note of the content, its location, and keep walking to your meeting. In this meeting with the General Manager, he emphasizes to you the importance of excellent guest service as the resort is reopening and reestablishing a new image separate from their past image. The resort has not only been home to guests for quite some time, but it has also been home to some employees for quite some time. When you join the team, you find that the resort currently employs many who have worked at the resort for 5+ years, many even 10+. For some, this is the only company that they have worked for. Even after the resort had shut down, many of the same staff, managers, and executives were hired back on. Within your first few weeks on the job, you have observed to learn what you will be dealing with. You have noticed that many of the staff members, particularly the ones who have been there the longest, see no real reason to change the way they are doing business. The phrases this is the way we have always done it and if it aint broke, dont fix it get thrown around a lot. At lunch, you ask questions about changes that have been made since the resort re-opened, compared to its old self. The employees you are sitting with laugh at you and say that decisions to make changes happen all of the time, but there is rarely ever any follow through. They continue and say they rarely react because it is just a matter or time before a new change comes rolling down the organizational chart. You have noticed that the guest service is average at best, and your online reviews are ranging from poor-average, with a lot on the lower end. You have paper guest comment cards with generic questions that could apply to any hotel/resort, and these also are showing poor-average results when they are completed. Being the intrepreneur that you are, you know you have the mindset to make some changes and build something new within your organization. Your job is to develop a culture of guest service within the resort by developing and implementing standardized guest services policies and procedures into the resorts operations. This is the change you must implement. Awareness You need to first build awareness with the team at the resort. Answer the following questions referencing our class content and anything supplemental you have read in ADKAR. Why would an employee likely ignore or discredit this need to change in terms of their persons view of the current state? YOUR ANSWER HERE. Now that you have identified a reason that would impact an employees awareness, your next job is to identify a way to build awareness with the existing staff members on this need to change. Explain how all of the components of effective communication (a tactic that we identified as a way to build awareness) would specifically look in this situation/scenario. YOUR ANSWER HERE Explain how access to business information (a tactic that we identified as a way to build awareness) would specifically look in this situation/scenario. YOUR ANSWERS HERE Desire You need to next build a desire to change with the team at the resort. Answer the following questions referencing our class content and anything supplemental you have read in ADKAR. Why would an employee likely not have a desire to change in terms of the organizational context? YOUR ANSWERS HERE Now that you have identified a reason that would impact an employees desire, your next job is to identify a way to build desire with the existing staff members on this need to change. Explain how having executives and managers sponsor the change (a tactic that we identified as a way to build desire) would specifically look in this situation/scenario. YOUR ANSWERS HERE Explain how the different components of engage employees in the change process (a tactic that we identified as a way to build desire) would specifically look in this situation/scenario. YOUR ANSWER HERE Knowledge You need to next build knowledge to change with the team at the resort. Answer the following questions referencing our class content and anything supplemental you have read in ADKAR. Explain what the different components of effective training and education programs (a tactic that we identified as a way to build knowledge) would specifically look in this situation/scenario. YOUR ANSWER HERE. Explain what would job aids (a tactic that we identified as a way to build knowledge) would specifically look in this situation/scenario. YOUR ANSWER HERE. Ability You need to next foster ability to change with the team at the resort. Answer the following questions referencing our class content and anything supplemental you have read in ADKAR. What would day-to-day involvement of supervisors and availability of subject matter experts specifically look like in this situation/scenario? YOUR ANSWER HERE. How will you monitor performance? YOUR ANSWER HERE. Reinforcement Finally, you need to reinforce the change with the team at the resort. Answer the following questions referencing our class content and anything supplemental you have read in ADKAR. Identify what building a performance measurement and accountability system would look like for this change? YOUR ANSWER HERE Provide a specific example of how you could reward an employee good and close? YOUR ANSWER HERE