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Table of Contents
Introduction

Introduction
This report looks at analyzing the case study The Lake Side Hall Hotel where the paper
will look at analyzing the different issues that the hotel is facing, the analysis of the issue
through the Burke-Litwin model of organizational performance and change, the different
recommendations for the hotel and the future direction which the hotel can take. This will
thereby help to develop and take steps through which the overall performance of Lake Side
Hall Hotel can be improved and will thereby help to bring a change in the manner different
activities are carried out. This will help to bring about a complete change in the strategy
and will provide an opportunity through which better results can be achieved in the future.
Brief Description about the hotel
The 4 Star Lakeside Hall Hotel is situated on the shores of Windermere in the English Lake
District. Michael Davies owns the hotel, a local businessman who has managed the
establishment for the past five years. The key to the success of the business has been
maintaining a high quality of service and hence guests come back time and time again.
With the growth of the business the hotel has hired more and more employees and
managers at different levels so that the different activities can be carried out in the most
effective manner. The hotel looks at providing different training to its employees and aims
towards bringing a complete change so that the different needs of the customers are better
met. Quality and good service has been the pillar which has shaped the performance of the
hotel but off late the hotel has started to face issues which is affecting their productivity
and requires development of proper steps so that better results are achieved and the overall
productivity of hotel increases.

Issues Identified
The Lake Side Hall Hotel which has been performing well over the years has started to
face different issues due to which their performance has dipped. This has affected their
productivity and level of service quality. Some of the issues which is identified to be
associated with The Lake Side Hall Hotel are as

The hotel failed on the national quality standards which Lake Side Hall Hotel had
got due to the training programs and development of the environment in such a
manner that it ensured better degree of services to the customer. The hotel failed on
quality standards like performance measurement and quality measurement. This
raises doubts on the training programs and other programs which the hotel uses for
better services and development of its employees so that they are able to work
according to the benchmark which has been established by them.

Continuous complaints from customers regarding the hotel being unethical and
involving into activities like brothels raises concerns about the manner in which the
operations of the hotel are carried out. This can be adjudged from the fact that four
complaints regarding pornography was seen in the hotel which creates suspicion in
the minds of the customer that the hotel carries out such activities and will thereby
make people refrain from such hotel

The hotel has also witnessed issues regarding the cleanliness being raised against
it. This was one of the unique selling point based on which Lake Side Hall Hotel
was carrying out its business. Concerns regarding the cleanliness raise doubts
regarding the manner in which different services are carried out. This has also
created doubts regarding the manner in which ambience is looked after. This will
make customer remain away from the hotel as people looking to pay heavy rates

look towards cleanliness and not being able to provide the same would make people
refrain from it.

The training program which the hotel provides is inappropriate as despite the
required training the hotel hasnt been able to provide quality services to its
customers. This can be seen from the lack of cleanliness which is witnessed in the
hotels. Further, the standard and quality of services which was provided to the
customers have also fallen which raises concerns regarding the manner in which
different service standards and manner in which service needs to be provided is
being taught to the employees through the training program.

The hotel has also faced issues regarding the quality of food which is served to the
customers. This will make different food and health department being concerned
regarding the manner in which food is provided to the customers and will require
that the hotel ensures better food quality. This will make people to remain away
from the hotel as the lack of proper service quality and standards will make it
difficult for the hotel to be able to carry out different activities

Analysis of the Issues through Burke-Litwin causal model

The different issues which have been identified that Lake Side Hall Hotel will be further
analyzed through the Burke-Litwin causal model of organizational performance and
change. The analysis will look into the transactional and transformational model through
which work is carried out and will thereby provide the useful direction through which
activities for the future can be developed (Burke-Litwin, 2014). This will help to provide
different direction and directives through which better opportunities will be developed so
that the performance improves in the future. The analysis is as follows

External Environment: External environment has a role in the manner different

activities are carried out as changes in the environment which is beyond the control
of the organization needs to be understood so that its impact on the business can be
understood. It is quite evident that Lake Side Hall Hotel didnt look into the manner
in which the external environment is evolving. With changes in time customers
demand better and higher quality services but Lake Side Hall Hotel hasnt been able
to develop it. This has resulted in the service standards to fall on a continuous basis
and has thereby impacted the food quality, service standards and cleanliness. This
makes it imperative that Lake Side Hall Hotel analyzes the manner in which the
external environment is evolving and needs to make the required changes so that
the business is able to work as per the changing environment and is able to bring
about a complete change in the manner different activities are carried out.

Mission & Strategy: Mission and strategy helps to determine the path which the
employees need to follow as mission determines the goals and strategies helps to
determine the path which will be followed to accomplish the missions. Lake Side
Hall Hotel has a mission of providing quality services to its customers and looks at
enhancing the experience of the customer. The mission for the hotel is clear but the
strategy which has been developed to achieve it is not clear. This is either due to
lack of effort from the management or employees or lack of proper programs which
develops the employees to work in the direction of accomplishing the mission.
Lake Side Hall Hotel needs to ensure that the employees are clear regarding the
mission and the standards which has been developed to achieve the mission. This
will require developing proper training programs and communicating the different
things clearly so that employees are able to work towards accomplishing the
mission

Leadership: This is an important function as it seems to provide the required

direction and helps to take control of the different activities. This also provides the
opportunities to make timely changes and ensure that the resources are used in a
better way. Lake Side Hall Hotel lacks leadership in this regard as the leaders who
are managers in this situation hasnt been able to control the manner in which the
different activities are carried out. The managers were not able to determine the
correct path as continuous complaints highlights the lack of effectiveness from
leaders. Further the lack of control which leaders demonstrated requires to be
introspected and better strategies needs to be developed for the leaders so that they
are able to visualize the process and make changes at the appropriate time so that
better service quality standards can be established.

Organizational Culture: This reflects the values, customs and rules which the
organization demonstrates and highlights the manner in which different activities
are carried out. It is quite evident that Lake Side Hall Hotel lacked values as the
continuous availability of pornographic magazine at the hotel rooms raises concerns
regarding the values of the employees and others visiting the hotel. This also raises
concerns as customers who have a different value and want places which are ethical
would abstain from visiting the unethical places. This has a role on changing the
organizational culture and will make employees and others to look into similar
activities and will thereby make it difficult for the business to be able to carry out
the different activities in the desired manner. This also raises doubts on the
authenticity and the manner in which different activities are carried out thereby
raising doubts on the brand image of the hotel.

Structure: This determines the manner in which different responsibilities are shared
in the organization, the manner in which decisions are taken, communication takes
place and relationship is developed. Lake Side Hall Hotel has managers for every
activities and have a role in taking decisions so that the daily activities are carried
out. The managers were ineffective in carrying out their functions as continuous
complaints shows that the decisions takes by the managers were not effective or no
new decisions were taken and the hotel looked to continue in a similar manner. This
also raises doubts regarding the manner communication takes place as despite being
able to find that the hotel was losing on the quality standards not proper
communication was made to the employees to make changes in their behaviour so
that better service standards are achieved. This clearly shows that the structure
which was in place was not working in the determined manner due to which the
results were not as desired.

Systems: This determines the organizational policies and procedures, reward

management, management information and HR planning. It is quite evident that
Lake Side Hall Hotel didnt have the appropriate system in place so control their
activities. The hotel despite receiving repeated complaints was not able to change
the employees so that such activities could be controlled (Thakur, 2013). This
clearly shows that the HR future planning was lacking. In addition to it the hotel
didnt have an appropriate reward management system as it would have otherwise
ensures that the employees would have been punished for the different activities
which were not according to the required standards. This would have also helped to
ensure that the development of better system through which better use of resources
would have become possible is lacking leading to ineffective use of resources and
wastage.

Management Practices: This aspect deals with the manner in which the organization
uses the different resources to carry out the different activities. It is quite evident
that Lake Side Hall Hotel wasnt able to use its resources in the correct manner.
This led towards continuous wastage and dissatisfaction among the different
customers which visited the hotel. The fact that the hotel was not able to develop
quality standards with regard to cleanliness, food and ambience highlights the
manner in which the business was unable to control the different resources which
they had at their disposal (Thakur, 2013). This is in addition to the fact that the
management practices were not developed and nurtured based on the changes
which the business requires and will thereby need the importance of developing
ways though which better management practices are developed so that resources
are effectively used.

Work Unit Climate:

References
Burke-Litwin, 2014. Burke-Litwin: Understanding Drivers for Change. on July 25, 2014
from
http://www.exeter.ac.uk/media/universityofexeter/humanresources/documents/learningdeve
lopment/understanding_drivers_for_change.pdf
Thakur, S. 2013. Explaining the Burke-Litwin Change Model. Retrieved on July 25, 2014
from

http://www.brighthubpm.com/change-management/86867-explaining-the-burke-

litwin-change-model/