But We’ve Always Done It This Way: Overcoming Change Resistance in Hotels

In the ever-evolving hospitality industry, embracing change and overcoming resistance to doing things differently is not just beneficial—it’s essential. Yet, if you work in the hotel industry, chances are you’ve heard the phrase, “But we’ve always done it this way.” in the face of new ideas or processes. In a world where every day feels like a high-speed train, and your staff juggles multiple roles, change at your hotel often seems daunting. It feels like an extra layer of work when time is already scarce. And, as humans, we naturally fear the unknown, preferring the comfort of familiar—albeit imperfect—processes.

Change resistance in hotels can create barriers to innovation, efficiency, and ultimately, guest satisfaction. So how do hotels overcome resistance to change while ensuring a smooth transition? Let’s explore strategies to foster a culture that welcomes progress.

The Reality of Change: Why Change is Crucial in Hospitality

But here’s the truth: change is inevitable. The hospitality industry demands adaptability to keep pace with market shifts, evolving guest expectations, and rapid technological advancements. Today’s guests expect brand consistency at competitive price points, enriched by tailored experiences. They crave immediate, seamless communication and access to technology, all while wanting to feel valued and special.

The good news is that while change is inevitable, it also brings incredible opportunities. Hotels that embrace change can gain advantages such as:

• Enhancements in operational efficiency
• Deliver memorable guest experiences
• Stay competitive in a crowded market

Common Causes of Change Resistance in Hotels

So, why does resistance persist if there are benefits to change?

Resistance to change often in the hospitality industry stems from:

Fear of the Unknown

Staff may worry about how changes will impact their roles.

Comfort with the Status Quo

Long-standing processes feel familiar and safe.

Lack of Communication

If the “why” behind a change isn’t clear, skepticism grows.

Perceived Loss of Control

Employees may feel excluded from decisions, fueling resentment.

Key Strategies to Manage Change Resistance at Your Hotel

According to Leadership IQ studies*, leaders often struggle to effectively sell change to their teams. Two major factors emerge as critical to breaking through resistance:

Employees want to know the WHY.

24% of an employee’s belief that the company needs to change is driven by whether they understand the rationale behind the change process.

Employees need a clear path to success.

23% of an employee’s belief that the company needs to change is driven by their confidence in their personal ability to succeed in your change management initiatives.

Let’s explore these principles in action.

The Power of the WHY: Using Rationale to Drive Change

As leaders, we often internalize the reasons for change and feel energized about it, but we fail to articulate these reasons to our teams. Operational teams are the engine of a hotel—they’re the ones who bring the WHY to life. But how can they succeed if they don’t fully understand the reason behind the change?

Paint the Big Picture

Imagine you want to increase guest satisfaction by 25% this quarter. A typical directive might include cleaning rooms better, smiling more at the front desk, and ensuring amenities are pristine. While these actions may yield a small improvement, they might fall short of the goal. Without understanding the bigger picture, your team may feel micromanaged or demoralized.

Instead, share the WHY: A 25% increase in guest satisfaction could boost your hotel’s ranking on search engines, drive a 5% occupancy increase, and raise ADR by $10 per night. Corporate has even approved performance-based salary increases if the goal is met. Suddenly, your team has a personal stake in the outcome.

Map the Path to Success: Show HOW You Will Get There

Most people aren’t natural risk-takers. Without a clear roadmap, change feels like a leap into the unknown. Leaders need to guide their teams with clarity, support, and encouragement.

Build Confidence Through a Plan

Perhaps you’re considering transitioning from an on-premises tech stack to a cloud-based solution. While you understand the benefits of increased efficiency and replacing outdated servers, your team sees potential disruption: new systems, data migration, and process overhauls—all on top of their regular workload. To ease this transition:

Create a Project Plan

Define roles, responsibilities, and timelines.

Communicate Change Plan Clearly

Regular updates prevent misunderstandings.

Celebrate Milestones

Acknowledge Key Performance Indicator (KPI) progress to maintain momentum.

Work with a Vendor to Support Change Goals

A solid training and onboarding plan is key.

Show your team how their efforts contribute to the bigger WHY and provide consistent support. By addressing concerns upfront and offering training and resources, you transform anxiety into confidence.

Turning Change Resistance in Hotels into Collaboration and Success

As Andrew Carnegie once said:
“Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishments toward organizational objectives. It is the fuel that allows common people to attain uncommon results.”

Open communication is the foundation for overcoming resistance. Share your vision, invite feedback, and actively listen to your team. This dialogue will reveal your champions—enthusiastic team members ready to lead—and your detractors, who may simply need more time and reassurance to get on board.

When detractors feel heard and supported, they can become your strongest advocates for change. Address their concerns directly, clarify expectations, and empower them to contribute meaningfully to the project’s success.

Your Next Steps to Leveraging Change at Your Hotel

What changes will you make at your hotel to thrive in 2025? If upgrading your tech stack is on the list, choose a partner that supports your WHY and empowers your team. At Tripleseat for Hotels, we embrace change. Our innovative solutions for hotel sales and catering teams simplify processes and ensure your team’s success through implementation, onboarding, and beyond. Let’s break the spell of “But we’ve always done it this way” together. Book a demo to ask your questions and get a personalized demo.

Tripleseat for Hotels customers are saying:

“Tripleseat is super user-friendly and very easy to learn. The support team is also very quick to respond and thorough.”

“We love how easy is to use and train other employees. Is well designed and solves most of our needs.”

“This CRM platform is THE easiest I have ever encountered. After 30 years in the industry and using over 12 different systems, I absolutely recommend this system to anyone for events.”

Whitney Spratt

General Manager, Hotels Division at Tripleseat. Connect with Whitney on LinkedIn.