The Organizational Change Problem:
Emirates Hotels and Resorts was about to open its flagship property. There are over 280 employees from 32 different nationalities and each with different hotel training with different service styles. The hotel will be operational in 4 weeks and everyone is franticly running around to complete their tasks by extra short deadline. Yet, despite efforts of management to align and create a unified vision, let alone culture, there was no unified identity and individuals were acting and reacting as individuals and not as a cohesive force. Emirates wanted a cohesive force that provided an exclusive type of service in line with the Emirates philosophy.
See The Emirates Video
The background:
When people are “busy” or “stressed” they tend to be on autopilot, they react to situation after situation and force feeding values and missions will have little effect. Traditional “Change Management” approaches apply the “change the policies, reinforce them, then eventually behavior will change” while this does work, its takes too long often highly resisted, and therefore most of the time gets abandoned in the process.
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“I probably need to pinch myself to know that this is me. This program has changed the way I think, the way I deal with people. I’m not as impatient and stressed out like I used to be. Every situation now makes me pause to think of the appropriate way to address it. This program is a must!”
Andre Leung
Administration Manager
This program has far exceeded our expectations, it has managed to achieve more in 2 weeks what we have he been trying to implement for the past 6 months. It has added a new dynamic in the whole approach to establishing a service culture.”
Martin Le Roux
Manager Planning, Projects & Development