Recently I was in Taiwan.
Standing in the streets of Taipei, I saw firsthand how cultures meet and mingle – East and West, tradition and modernity. Amidst the blend of bustling markets and serene temples, I was struck by the quiet reminder of how fragile freedom and peace are, especially with potential tensions looming.
It also made me think about the certainty of change.
The only thing that is certain, other than death.
Now don't get me wrong. This is not a morbid blog post.
Venerable Master Hsing Yun, founder of Humanist Buddhism (Fo Guang Shan) in Taiwan, said, “The flower may fade, but the fruit remains.”
In other words, while change may look daunting, it can lead to growth and resilience if we embrace it.
Reflecting on our industry’s experience with Covid change was unavoidable.
The numbers tell the story: during the pandemic, global hotel occupancy dropped to as low as 25%, with 75% of businesses in the travel and hospitality sector reporting serious financial loss.
But out of that struggle, new models emerged.
By 2021, as travel restrictions eased, there was a shift toward experiential travel, a rise in contactless services, and a stronger emphasis on sustainability – all new “fruits” born from forced change.
Why Change is Good – Even When it Doesn’t Feel That Way
Historically, hospitality has been an industry that prides itself on tradition. But change is vital, and it’s the very thing that can keep us moving forward. When we embraced digital check-ins, reduced paper waste, and even simplified menus, we learned we could create guest experiences that are not only efficient but also more environmentally conscious and relevant.
However, implementing change doesn’t come without a plan.
Here are five steps hospitality leaders can take to navigate and even thrive through change:
Step 1: Identify What Needs to Change – with Data-Driven Insights
It’s crucial to know where change is needed before diving in. This could mean anything from upgrading outdated software to reassessing guest feedback to better understand current expectations. An analysis by McKinsey showed that hotels incorporating digital innovations post-Covid increased guest satisfaction rates by 20% and operational efficiency by 15%. Start by collecting data through customer surveys, staff feedback, and operational reviews, identifying areas that could improve both guest experience and team workflow.
Step 2: Get Buy-In from Your Team
Change can feel unsettling, especially in a workplace. But the best transformations come from teams that believe in them.
When Marriott began its “TakeCare” program, which focused on health and wellness for staff, it saw a 5% rise in employee retention and a boost in morale across departments. Leaders who bring their teams into the conversation, explain the why, and demonstrate the long-term benefits often find greater success. Schedule team discussions, gather input, and ensure everyone understands how the change will make things better – for them and the guests.
Step 3: Start Small, with Achievable Goals
Making sweeping changes can feel overwhelming and even lead to burnout. Instead, start with a pilot program or smaller goals that can be scaled up. When implementing new tech, for example, consider rolling it out in stages – perhaps starting with a particular service area or during off-peak hours. Shangri-La Hotels tested digital concierge services in select locations before expanding the program, allowing them to refine the system based on early feedback. Small, phased changes reduce resistance and increase the chance of long-term success.
Step 4: Embrace Flexibility and Keep an Open Mind
Hospitality is known for its structured processes and traditional hierarchy, but a little flexibility can go a long way. Encourage staff to bring forward their ideas and experiment with new approaches. For instance, during the pandemic, many hotels used their kitchens to prepare meals for local charities – a simple yet impactful way to adapt to lower occupancy while building community goodwill. Change doesn’t have to be rigid; sometimes, the best transformations come from ideas born on the frontline.
Step 5: Measure, Refine, and Recognise Progress
Tracking the impact of changes is essential. Did that new digital check-in process speed up guest arrivals? Are guests responding well to your new eco-friendly amenities? Use metrics to measure impact, refine approaches, and, importantly, celebrate progress. Recognising team efforts keeps morale high and shows everyone that their work matters. In one survey, hotels that celebrated staff achievements saw a 12% increase in employee engagement, which correlated with better guest satisfaction scores.
Change Is a Path Forward, Not a Roadblock
In Taiwan, I was reminded that change is constant, and rather than resisting it, we can use it to drive meaningful progress. By embracing a thoughtful approach – analysing data, securing team buy-in, starting small, staying flexible, and measuring success – hospitality leaders can guide their organisations through uncertain times with confidence.
When we let go of our fears and accept that change, much like the meeting of East and West, brings something new and invaluable, we create not just a better workplace, but a brighter future for our teams and our guests. So, while the flower may indeed fade, the fruits of our efforts – the innovations, the improved experiences, and the stronger teams – remain, and they’re worth every bit of change we’ve embraced along the way.
