From ‘We’ve Always Done It This Way’ to ‘We’re Leading the Way’: A Guide to Overcoming Change Resistance in Your Hotel

In the ever-evolving hospitality industry, embracing change and overcoming resistance to doing things differently is not just beneficial—it’s essential. Yet, as part of the 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.

Resistance to change 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 and yet so beneficial to the growth of your business. The hospitality industry demands adaptability to keep pace with market shifts and evolving guest expectations. Today’s guests, with 85% carrying a smartphone, expect instant, seamless communication and easy access to technology — all while feeling genuinely valued and personally attended to. They seek consistent brand experiences at competitive prices, elevated by thoughtful, tailored touches that make every interaction memorable.

The good news? Change doesn’t just bring challenges — it opens the door to opportunity.
Hotels that embrace change position themselves to:

• Enhance operational efficiency through automation and smarter workflows
• Deliver unforgettable guest experiences that drive loyalty and repeat business
• Stay ahead of the competition in an increasingly crowded marketplace
• Leverage data-driven insights to personalize marketing and improve decision-making
• Empower staff with tools and training that boost productivity and morale
• Improve sustainability by adopting eco-friendly practices and reducing waste
• Adapt quickly to market trends and evolving guest expectations
• Increase profitability through optimized pricing, upselling, and resource management

Why Hotel Employees Resist Beneficial Change

Even when new initiatives promise to improve efficiency and guest satisfaction, they often face internal resistance. This pushback is rarely about opposition to progress itself; instead, it’s typically rooted in four key concerns:

Fear of Uncertainty

Change disrupts routine and creates ambiguity. Staff members naturally worry about how new systems or protocols will affect their roles and job security. They may question their ability to adapt to new technologies or fear that their current skills will become obsolete. This uncertainty can breed significant anxiety.

• Example: Introducing a new property management system (PMS) might cause a front desk agent to worry, “Will I be able to learn this quickly enough to avoid making mistakes during check-in?”

Attachment to the Status Quo

There is a powerful sense of comfort in familiarity. Established processes, even if inefficient, are well-understood and feel safe. Proposing a change can feel like a criticism of the “old way” and the employees who mastered it, making them defensive of current habits.

• Example: A seasoned housekeeper who has used the same cleaning sequence for years may resist a new, more efficient method simply because the existing routine is second nature.

Ineffective Communication

Resistance is almost guaranteed when leadership fails to clearly explain the “why” behind a change. If employees don’t understand the purpose, benefits, and long-term vision, they are likely to fill the information gap with skepticism and distrust. A lack of transparent communication makes change feel arbitrary and poorly justified.

• Example: If management decides to change room service hours without explaining that it’s based on guest data showing low demand, the kitchen staff might see it as a random cost-cutting measure that disrespects their work.

Perceived Loss of Autonomy

When changes are mandated from the top down with no employee input, staff can feel disempowered and excluded. People have a natural desire for control over their immediate work environment. By not involving them in the decision-making process, you risk fueling resentment and creating a sense that the change is being “done to them,” not “with them.”

Example: A banquet manager who has perfected their event setup process may actively resist a new standardized layout or modern event management software if they weren’t consulted or given a chance to provide feedback.

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.

The Power of the WHY: Using Rationale to Drive Change

Let’s explore these principles in action. 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 more thoroughly, smiling more at the front desk, and ensuring that amenities are always 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: You could say something like, “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 can feel like a leap into the unknown. That’s why great leaders don’t just announce change—they guide their teams through it with clarity, structure, and encouragement.

Build Confidence with a Plan

Imagine you’re transitioning from an on-premises tech stack to a cloud-based solution. You see the benefits—greater efficiency, scalability, and freedom from outdated servers. But your team might see only disruption: new systems, data migration, and changing workflows—all on top of their day-to-day responsibilities.

To make this transformation smoother:

1. Create a Project Plan

Outline goals, roles, responsibilities, and timelines so everyone knows what’s expected and when.

2. Communicate the Change Clearly

Keep information flowing and provide thorough staff training. Regular updates prevent confusion and help the team stay aligned.

3. Celebrate Milestones

Recognize progress toward Key Performance Indicators (KPIs). Acknowledging wins—big and small—builds momentum.

4. Partner with a Vendor Who Supports Your Goals

The right partner provides training, onboarding, and resources to help your team confidently adopt new systems.

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.

Ready to Embrace the Future?

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 not only understands your ‘why’ but also empowers your team to succeed.

See how Tripleseat for Hotels can help you leave ‘we’ve always done it this way’ in the past.

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 it is to use and train other employees. It 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.”

Schedule a personalized demo today and discover how our user-friendly platform can streamline your sales and catering process, boost team morale, and drive revenue.

Whitney Spratt

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