The client

Our client is one of the world’s leading hospitality groups. They operate a diverse portfolio, which includes some of the world’s best-loved hotel brands and more than 6,000 hotels in 100+ countries.

Hotel Reception counter with bell in foreground

The challenge

Our client works in a dynamic marketplace and has an ambitious strategy for growth and improving guest experience; a strategy requiring significant change in the company. To support this, they wanted to get better and faster at delivering organisational change. 

They asked Change Associates to help. 

What we did

We had already worked with the client to set up a consistent approach to organisational change, supported by frameworks, tools and templates, and trained some of their key staff in the methodology.

Our client asked us to build this organisational change capability more broadly with a global HR team of more than 500 people. In addition, they asked us to deepen the expertise of key individuals who work closely with senior leaders.

We worked with the Centre of Expertise to design and deliver two programmes of learning over four months:

  1. An open programme for all HR Group employees, ensuring a common understanding of the importance of – and need for – organisation design and change capability. This featured an introduction from the Global CHRO, who explained the commercial impact HR can have by improving change agility throughout the business
  2. A Masterclass programme for specialist HR team members who support senior leaders with complex organisational change. This longer programme involved workshops in which colleagues worked in teams to build capability, test ideas, and share success stories through hands-on exercises and case studies

The programmes were run in two different timezones to allow colleagues from the Americas, EMEA, the Far East and Australia to attend at a convenient time.

The Masterclass programme brought together team members across business and geographical boundaries into small groups to help build relationships, share learnings, align on a common approach, and establish a broad base of organisational change capability.

The result

  • The programme was well-attended, with the Masterclass oversubscribed
  • The CRHO was happy that the programme met its objectives
  • Delegates felt better equipped and more confident to drive the organisational change agenda for their part of the business
  • Participant feedback on the programme was very positive

“I like the framework we have for organisational change. It helps us think in a systematic way, which allows comprehensive preparation for change.”

“This allows us to be more self-sufficient when delivering big change interventions.”

“I can now see how I can better facilitate the change journey in Greater China.”

“I really enjoyed the case studies. They were a good way to encourage us to dig into our capabilities.”

“The materials are fantastic. I can use them practically and understand what to use when.”

“Thank you so much, really loved the sessions and the great exchanges across the days!”

“I have really enjoyed this master class series – lots to take away and incorporate in our day-to-day work”

 

Get in touch to discuss organisational change

 

Image (c) Shutterstock | Dmitry Kalinovsky