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Resistance to Change in Food and Beverage Department

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Resistance to Change in Food and Beverage Department
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Resistance to Change: A Case Study in the Food and Beverage Department

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Change is common in an organization and is initiated due to the need to survive and adapt to the changing market. As change is a disruption of routines and what people

are used to, resistance to change is a common reaction of the change recipients. People resist changes because changes are uncomfortable and require them to adapt to a new way of thinking and doing things. Also, people have trouble envisioning how

life will be like after changed; hence, they tend to stick to the unknown rather than embracing the unknown. This essay is going to demonstrate why employees resist

change in the hospitality and gaming organization with around 6000 employees and how the change agent can turn their resistance to advantages.

The Food and Beverage department (F&B) is undergoing a change in the food safety management initiated by the new F&B director. The director attempts to introduce a

new food safety audit scheme with the objective to raise the food safety standard of the dining outlets. The change recipients, the F&B Kitchen, Service and Stewarding

teams, are resisting the change by ignoring the director’s requests and refusing to cooperate with him. The change of food safety management creates disruption in the daily operations of the change recipients. As a result, rather than providing

improved services, the number of guests’ complaints and the turnover rate of F&B staff increase drastically one month after the change has started. The process of

change is now stuck at its beginning because of the conflicts between the director and the F&B teams. The employees’ reactions and resistance are so great that the change The proposed change, which is

now appears to be impossible to implement.

originally of a good intention to upgrade the F&B outlets, is doomed to failure because the change agent – the F&B director – is so engrossed in his plan that he never tries to


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