A HOTELIER ’ S GUIDE TO CONTINUOUS IMPROVEMENT .
Contributed by PETER FOLLOWS AND RYAN ZARB , CARPEDIA
Continuous improvement is a little like running a race where the finish line keeps moving .
In the hotel industry , this game of endurance is particularly intense . Success requires the speed to stay ahead of fierce competition , the ability to anticipate and meet guests ’ ever-changing needs and the focus to deliver unparalleled consistency despite a challenging labor market . Achieving high performance in this type of setting is difficult enough . Sustaining and building upon it is even tougher .
Hospitality leaders are not alone in tackling the obstacles of sustaining improvement . Across industries , this is a challenge . But leaders can position their organizations for sustained elevated performance by drawing on proven strategies and lessons learned from successful improvement initiatives .
THREE PHASES OF CHANGE Change is hard . Disrupting familiar patterns of behavior is uncomfortable for everyone , both for employees and leaders . Often ,
34 hotelsmag . com Jan / Feb 2025