Green Mountain Resort

Green Mountain Resort

The Green Mountain Resort is a resort that has embraced the idea of change. The owner, Gunter, was able to realize that the turnover rates in the business were high and needed to be addressed. With the location and size of the resort there is little opportunity for advancement leaving high quality employees to move on to “bigger and better” positions.

Gunter’s Role

Of the six change images described in the chapter Gunter displayed a director role in the beginning of his efforts. He felt that he was going to be able to get the job done. He felt that it was up to him to change the organization and that once the plan was implemented it would work well and the future turnover would be reduced. After it was determined that they would embrace the high turnover rates, Gunter took on the role of a coach. The quality of training that the employees received in the time that they were there was facilitated by him. He is instilling the qualities needed in order to provide exceptional service and high quality work that prepares them for future work and better paying positions.

The Hospitality Literature’s Role

The hospitality literature took on the role of the navigator. They saw there were problems with the turnover and realized that they needed to be addressed. The literature gave some advice on how to combat the turnover. The navigator feels that “managing change is something that is not able to be controlled; rather it is only partially controllable” (Palmer, Dunford and Akin, 2009). With the literature offering ways to help the organization overall and trying to help the turnover they are not attacking the overall problems but just finding ways to help control it.

The Consultant’s Role

The consultant’s role can be described by an interpreter’s role. The consultant was able to change the perspective of the problem. By looking at the turnover differently they were able to determine that embracing the turnover would enable the business to stay...