Introduction
Organisations can thrive in a market environment only when they effectively compete and adapt to new trends by improving the quality of goods and services they offer (Fen & Lian 2010). In the hotel and restaurant industry, indicators of quality services include adherence to standards set forth by laws and customer satisfaction. In order to be effective, any change project aimed at enhancing services must be managed well. It is then important to understand the process of change and the role of leaders/managers in it.
In this paper, I propose a change project for a hotel in Nigeria, which I will refer ...
