Windermere Manor: Sustainability and Change
(5 pages of text)
In the hotel industry, the reuse of towels is considered a main step toward reducing hotels’ high carbon footprint. Windermere Manor, a private, high-end hotel, has established a routine to encourage its guests to reuse towels; however, the hotel’s towel-replacement rate exceeds its towel-reuse rate. The intended routine for identifying towels for reuse is not being followed, even by the hotels’ own housekeeping staff. The hotel's general manager examines the reasons for the breakdown of routine and considers ways of correcting the situation.
The case provides an opportunity to highlight the role of routines in organizational change, the importance of messaging in social communications, the use of field experiments to test proposed changes in an organization's routine and the impact of micro-level changes on the environment. Courses suited to this case include organizational theory, research methods, sustainability/corporate social responsibility and business communication.
Accommodation & Food Services
Canada, Large, 2012
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