Transforming Technology for a FTSE 50 Hospitality Organisation

A FTSE 50 hospitality organisation embarked on a large-scale digital transformation program to modernise its technology landscape and streamline operations. The program included migrating from on-premises to cloud services, rolling out new laptops and devices, consolidating multiple tenants into a unified global tenant, and upgrading telephony systems. This transformation impacted both frontline and head office teams across multiple brands within the organisation.

The initiative faced significant challenges, including a history of mixed and often negative experiences with IT-led changes, a high risk of change fatigue due to multiple concurrent change programs, and the complexity of managing diverse stakeholders across brands and geographies.

Challenges

  1. Complex Organisational Structure: Multiple brands under the same organisation required tailored approaches to ensure alignment and effectiveness.

  2. Change Fatigue: Employees were already experiencing fatigue from multiple ongoing change programs.

  3. Negative Perception of IT-Led Changes: Previous initiatives lacked impact and trust, resulting in skepticism towards new programs.

  4. Widespread Impact: Changes affected both frontline and head office teams, requiring solutions that addressed diverse needs and workflows.

Approach

1. Governance and Coordination

  • Change Board Establishment: A dedicated change board was created to enhance stakeholder awareness and coordinate the scheduling of changes, minimising conflicts and disruptions.

  • Business-Led Sponsorship: Ownership of the program was transitioned from IT to the business, ensuring better alignment with organizational priorities and improving buy-in.

2. Program Identity and Awareness

  • Visible Campaign: A strong program identity was developed to raise awareness and create a sense of ownership across the organisation.

  • Team Engagement: Teams were visited during meetings and stand-ups to discuss upcoming changes and address concerns directly.

3. Training and Support

  • Awareness and Training Sessions: Early awareness sessions and hands-on training were conducted to familiarise employees with new systems and devices.

  • Champions Network: A network of champions was established to support the program. This network:

    • Included one champion per 40 employees.

    • Covered all teams and locations.

    • Was trained to provide ongoing support and facilitate future technology changes.

  • On-Site Clinics: Joint clinics involving the program team, champions, and the service desk were held to assist with device enablement and Microsoft 365 adoption.

Results

  1. Successful Technology Rollout:

    • Migrated to a unified global tenant, improving collaboration and consistency across brands.

    • Deployed new laptops and devices, enhancing employee productivity and mobility.

    • Upgraded telephony systems, enabling more effective communication.

  2. Improved User Experience:

    • High levels of awareness and training minimized disruption and boosted confidence in new systems.

    • On-site support ensured timely resolution of issues during the transition.

  3. Sustained Change Support:

    • The champions network provided a lasting framework for ongoing user support and adoption of future technology changes.

  4. Rebuilt Trust in Change:

    • Business-led sponsorship and visible, coordinated efforts helped rebuild trust in organizational change programs.

    • Positive feedback from both frontline and head office teams demonstrated the program’s impact and effectiveness.

Key Takeaways

This case study underscores the importance of:

  • Governance and Coordination: Clear structures, such as a change board, ensure alignment and reduce disruption.

  • Empowering the Business: Shifting ownership to the business enhances alignment and trust.

  • User-Centric Support: Investing in awareness, training, and on-site support ensures a smoother transition.

  • Building a Support Network: A champions network provides sustainable, localised support for employees.

By prioritising communication, user engagement, and ongoing support, the FTSE 50 hospitality organisation successfully navigated its digital transformation, laying a strong foundation for future innovation and growth.