Abstract: This study examined the influence of change management practices on the performance of contemporary hotel businesses in Kigali City, using Sainte Famille Hotel as a case study. The study was motivated by the increasing challenges faced by hotels in implementing organizational change, including employee resistance, inadequate training, ineffective communication, and limited innovation, which undermine service quality, operational efficiency, competitiveness, and long-term sustainability. The study was anchored on theories of technological change, leadership, organizational learning, stakeholder engagement, and organizational performance. A quantitative research approach employing a descriptive and correlational research design was adopted. The target population comprised 268 respondents drawn from hotel management, employees, and guests at Sainte Famille Hotel. A sample of 192 respondents was determined using Slovin's formula. Primary data were collected using structured questionnaires and analyzed using descriptive statistics, including frequencies, percentages, means, and standard deviations, as well as inferential statistical techniques to examine the relationship between change management practices and organizational performance. The findings revealed that effective change management practices significantly improve hotel performance by enhancing service quality, operational efficiency, employee adaptability, customer satisfaction, and organizational competitiveness. Specifically, technological innovation, transformational leadership, organizational learning, stakeholder involvement, and effective communication were found to play a significant role in reducing resistance to change, fostering employee commitment, and promoting innovation. The results further demonstrated that well-implemented change management practices strengthen teamwork, improve decision-making processes, and contribute to sustainable organizational growth. The study concludes that effective change management is a critical determinant of organizational performance in contemporary hotel businesses. It recommends that hotel managers institutionalize comprehensive change management strategies by investing in employee capacity building, strengthening internal communication, promoting participatory leadership, and encouraging continuous innovation. Policymakers should support the development of policies that facilitate organizational transformation within the hospitality industry, while future researchers should extend similar studies to other hospitality establishments and employ mixed-methods or longitudinal research designs to provide broader empirical evidence.
Keywords: Management Practices, Performance, Hotel Businesses, Contemporary, Kigali City.
Title: Change Management Practices and Performance of Contemporary Hotel Businesses in Kigali City, Rwanda: A Case of Sainte Famille Hotel
Author: Bimenyimana Gabriel, Dr. Charles Aloo
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Vol. 14, Issue 1, April 2026 - September 2026
Page No: 714-723
Research Publish Journals
Website: www.researchpublish.com
Published Date: 31-July-2026
