Hospitality Management - Assignment

Running head: HOSPITALITY MANAGEMENT
Hospitality Supervisor and Training Skill
Name of the Student:
Name of the University:
Author’s Note:

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Table of Contents
Introduction......................................................................................................................................3
Question 1........................................................................................................................................3
Introduction..................................................................................................................................3
a) Identification of the main issues that supervisor needs to consider while planning for
German delegation visit...............................................................................................................4
b) Discussion of the main skill of the supervisor to run the department smoothly.....................5
c) Analysis of the motivation techniques that the supervisor could use to ensure the maximum
performance of the team..............................................................................................................6
Conclusion...................................................................................................................................8
Question 2........................................................................................................................................9
Introduction..................................................................................................................................9
Actions that the supervisor needs to take to address the situation...............................................9
Recommendations of the action plan for the supervisor to bring the required changes............10
Conclusion.................................................................................................................................12
Conclusion.....................................................................................................................................13
Reference List................................................................................................................................14

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Introduction
Hospitality supervision is a crucial area of the hospitality sector. In order to improve the
brand image and the customer satisfaction level, proper supervision in the hotel is required. For
every hotel, it is important to recruit skilled employees to improve the level of service. One of
the major important areas of hospitality sector is the food and beverage section or the restaurant
department. The quality of food is the major concern of the visitors (Kukanja et al., 2017). Poor
quality food often hampers the service as well as the image of the hotel sector. This study deals
with the issues of the restaurant department of Courthouse Hotel. Therefore, the role and
responsibility of the supervisor and the action plan to resolve the problem will be discussed in
this section.
Question 1
Introduction
The hospitality industry has one of the highest employee attrition rates and the industry
also underscores the significance of having strategies and programs to motivate and train the
staffs. The management team can make every day into a learning experience for the executives.
Courthouse Hotel is considered as one of the major hotels in the city. German delegate is coming
and the management has to identify the main issues when planning for the event. In the
following section, main skills of the supervisor and motivation techniques of the supervisors are
discussed.

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a) Identification of the main issues that supervisor needs to consider while planning for
German delegation visit
In the recent years, this hotel has been facing challenges regarding their profitability.
They have struggled to maintain their profit margin. However, recession and high level of
competition are the major two causes that hamper the profitability margin of the business.
However, Courthouse Hotel offers low price but, their service quality is poor. The quality and
range of the food are low that creates an opportunity for the competitors to offer an alternative
product to the customers. Apart from the food quality, the accommodation is not good in this
organisation. In this hotel, the total number of room is less in comparison to other hotels. There
is a carvery style restaurant and only one function room for the private dinner. There is no large
banquet facility and no option for the room service. As stated by Alhelalat, Mamoun & Twaissi
(2017, p.46), ‘employee behaviour plays a significant role in satisfying restaurant customers,
however, there is a paucity of research highlighted personal and functional aspects of employee
behaviour and their influence on customer satisfaction’. Less number of part-time employees is
another major issue of Courthouse hotel that needs to consider during the German delegation’s
visit. There is only one and two part-time employees and maximum employees are fulltime
members. However, the managers have the expectation that the workers must work either early
or late shift. The German delegation will stay at night. Thus, it is important for the hotel to
recruit employees for the night shift. However, there are no staffs to work at night as well as in
weekend. Hence, the Courthouse will be allocated for the Germans. Due to the poor food quality
of the hotel, it is difficult for this hotel to gain a good review from the guests.
If the hotel can provide standard service then they will be able to gain positive publicity
and if they fail then their brand image will be hampered. The image of a hotel depends on its

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service quality (Kay & Russette, 2012). Hence, it is important for the Courthouse Hotel to give
their concern towards the poor quality food, restaurant structure, and staff numbers if they want
to improve their brand image among the foreign clients. Food is the crucial aspect of the hotel
service. Poor quality food is the main reason of the customer dissatisfaction. According to
Brochado, Rita & Gameiro (2015, p.30), ‘the quality of the staff and the social atmosphere are of
utmost importance to enhance the hostel backpacker experience’. Therefore, less number of
staffs also hampers the service of an organisation. Thus, these major areas should be considered
by Courthouse Hotel while planning for the German delegation visitors.
b) Discussion of the main skill of the supervisor to run the department smoothly
As per the given case study it has been received that the Courthouse Hotel has been
facing challenges due to the high competition, poor quality food, lack of an adequate number of
staffs and poor infrastructure of the restaurant. It is important for the supervisor of the restaurant
to consider such areas and take action by utilising and developing their skills. One of the vital
skills of the restaurant supervisor is the excellent customer service skill (Bharwani & Talib,
2017). In order to provide better quality service, the supervisor of the restaurant needs to
improve their customer service skill. The managers of Courthouse Hotel want staff for the night
shift. For the restaurant section, it is crucial to provide excellent customer service to satisfy them.
On the other hand, commercial awareness is another major skill of the restaurant supervisor.
High competition is a big challenge for the Courthouse Hotel. It is important for the supervisor to
increase their commercial awareness as it helps them to understand what kind of services and
prices are provided by their competitors. Courthouse provides service at a low price, however,
the quality of the service is not good. As stated by Cho et al., (2016), by increasing the
commercial awareness the supervisor of the restaurant department will be able to understand that

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providing high-quality service at a low price will be helpful for them to increase the customer
numbers.
As opined by Tuntirattanasoontorn (2018, p.26), ‘in today’s changing global
environment, many of the businesses are facing intensifying competition in order to gain the
competitive advantage and efficiency, hospitality business must seek profitable ways to
differentiate themselves.’ Effective communication is mandatory for the supervisor to improve
the service quality in the restaurant department (Mok, Sparks & Kadampully, 2013). In the
Courthouse Hotel, it is important for the supervisor to communicate with the staffs regarding the
dinner and lunch of the German visitors. This is not possible without establishing an effective
communication. Effective communication enables the supervisor to establish an interpersonal
relationship with the staffs and the customers. By using a clear communication the supervisor
will be able to motivate the staffs for the night shift. Apart from this, the supervisors must have
the problem-solving skill to deal with the issues in an organisation (Bharwani & Talib 2017). In
the Courthouse Hotel, there are many problems in the restaurant division, which may hamper the
brand image of the hotel during the visit of German delegation. By developing the problem-
solving skill the supervisor of the restaurant department will be able to improve the quality of
food and the infrastructure of the restaurant.
c) Analysis of the motivation techniques that the supervisor could use to ensure the
maximum performance of the team
Employee motivation is crucial for every organisation to achieve the business goal. On
the other hand, by using motivational techniques the performance of the team can be improved.
Creation of a positive work environment is an effective motivational technique (Kuppuswamy
et al., 2017). However, the staffs of the Courthouse Hotel do not want to work in night shift and

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early morning. The German visitors will stay in this restaurant at night thus; food service at early
morning and late night will be required. Hence, due to the unavailability of part-time staffs, such
service process is hampered. Based on the current situation of this hotel it is clear that there is a
low level of motivation in this organisation. Hence, by creating a positive work atmosphere the
supervisor will be able to make a comfort zone for the staffs. Development of an incentive plan
is an effective technique to motivate the staffs. As pointed out by Wang, Tsai & Tsai (2014,
p.80), ‘in hospitality organisation, creative role identity is found to mediate the relationship
between leadership and employee creative self-efficacy.’ In order to motivate the staffs for the
early and late shift, it is crucial for the supervisor of Courthouse Hotel to provide them
incentives. For the full time and part-time employees, an incentive plan is required. This will
insist the staffs work any shift. On the other hand, to provide a better quality service to the
German visitors the supervisor wants to motivate the staffs to work on the weekend. This can be
done by using the incentive plan. By using the profit sharing program the supervisor of
Courthouse Hotel can provide an incentive to the employees. The profit sharing program helps
the employees to earn more by helping the organisation to increase their profit. According to the
Maslow’s motivational theory employees have some basic needs that they want to fulfil their
job (Fallatah & Syed, 2018). Physiological needs, safety, belonging, self-esteem and self-
actualization are the major four elements of this theory. In order to motivate the employees, it is
important for an organisation to fulfil their basic needs and give them job security. The basic
needs can be fulfilled by providing incentive. Hence this theory also supports that incentive is a
good motivational tactic for an organisation.
Besides providing the incentive performance appraisal program is another vital
motivational technique (Khan, Khan & Khan, 2017). In the context of Courthouse Hotel, the

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supervisor of the restaurant department needs to celebrate employee achievement. It can be done
by providing a month of the star or employee of the month award. This will lead the employees
to feel respected and valued. In the restaurant section, the staffs need to concentrate on their
work while preparing food. Performance appraisal helps the staffs to enhance their confidence
and give a better performance (Kukanja, Gomezelj Omerzel & Kodrič, 2017). The supervisor
needs to give the opportunity to the staffs to take part in the decision-making process regarding
the food delivery. This will be beneficial for the Courthouse Hotel to improve the service
delivery process in restaurant department by motivating their staffs.
Conclusion
The executives in Courthouse hotel have been facing the issue of poor food and
accommodation quality. The organisation has also been facing the issue of fewer rooms when
German delegates are visiting. The staffs should be trained and the management can talk to the
staffs regarding the career growth. The staffs must be trained so that they can show the skills and
the executives can make a team make the employees motivated. The teamwork is very important
for the employees in Courthouse and the management can announce rewards and incentives to
motivate the employees.

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Question 2
Introduction
The hospitality organisation reads the customers to understand what the customers’
needs. Customers may want the service or food quality or the customers may want the
competitive pricing. The service standards can be improved with the planning with the
executives and staffs. As stated by Wang et al., (2014), great hospitality comes from great
hospitality people. The service quality must be addressed by the supervisor and in this section, a
course of action for the supervisor which would enable the organisation to successfully make the
required changes are discussed.
Actions that the supervisor needs to take to address the situation
According to the present case scenario, the hotel management wants to transform
Courthouse from 3 stars to 4-star Hotel. However, the management is concerned that the required
service level will not be met during the visit of German delegator. In order to address this
situation, the supervisor of the restaurant department needs to listen to the guest's complaint
carefully. This is a good process to analyse the demand and concern of the guests regarding the
service (Kukanja et al., 2017). The supervisors need to express enthusiasm to support the
customers. However, food section is a crucial area of the hospitality sector. Guests have various
complaints regarding the quality, delivery, and items of the food. In Courthouse Hotel the range
and quality of the food are not good. Hence, the supervisor needs to analyse this matter wisely.
This critical situation of the restaurant department may create a bad image of the hotel among the
German visitors. Therefore, sharing the information regarding the service issue is another vital

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action that must be taken by the supervisor. This will help the employees of Courthouse to
understand the drawbacks of their service.
The supervisor needs to make the guest feel comfortable while they visiting the restaurant
section (Tuntirattanasoontorn, 2018). In the context of Courthouse Hotel, the supervisor needs to
give instruction to their staffs to prepare food based on the various cultures. This will make the
guests feel comfortable while they are visiting the restaurant. As stated by Aissa & Goaied,
(2016, p.479), ‘hotels profitability depends on managers' education level’. The service quality of
this organisation is hampered due to lack of sufficient staffs. However, it is important for the
supervisor to support the staffs by providing them with a guideline. This will help them to treat
the guests properly and satisfy them through the service. Apart from this continuous follow up is
required to address the critical situation of Courthouse Hotel. The staffs of the restaurant
department of this Hotel need to follow up continuously. This will help the supervisor to identify
the work procedure of staffs. As a result, the supervisor will be able to rectify the problems and
to improve the service quality in this department.
Recommendations of the action plan for the supervisor to bring the required changes
Courthouse needs to provide high-quality service at low price. This strategy will help
this organisation to gain competitive advantages. They can provide a variety of food service at a
low price, which will enable this organisation to bring changes in the old system. As per the
given scenario, there is a need for carte restaurant. In order to implement this Courthouse Hotel
needs to change the infrastructure of the restaurant, which can be done by arranging fund and
employees. Therefore, they need to create a carte menu for their carte restaurant. From the
given case study it has been received that Courthouse needs to improve the interpersonal skill of
the staffs. In order to improve the interpersonal skill of the staff's establishment of both verbal

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and non-verbal communications are required. This can be done by providing proper training
to the employees. Training will enable the employees to improve their interpersonal skill by
communicating with the customers and the co-workers.
Recruitment of the part-time employees will be helpful for the Courthouse Hotel to get
staffs for early morning and late night shifts. In order to do this, they can offer a competitive
wage to the employees. Such competitive wage influences the employees to work in any
environment and shift. A proper market analysis is required to understand the competition level
in the market. In order to do this Courthouse Hotel needs to recruit a marketing team to
understand the price and service offered by other organisations. The customer satisfaction level
is not good in this organisation. To make a change in the customer service it is important to
provide personalized customer service. By providing personalised customer service the
restaurant department of Courthouse Hotel will be able to deliver fast service based on the
demand of the customers. Apart from this product differentiation needs to be done in food
department to improve the food range. The food range and quality is poor. To improve the food
quality Courthouse Hotel needs to develop menu and sourcing of the raw materials. By sourcing
the best product and managing low inventory will be effective for this Hotel to improve their
food quality.
Strategies Action Plan Time
Development of the
infrastructure
Carte Restaurant development 6 months
Market analysis Recruiting marketing
executives
1 month
Development of interpersonal Training 3 months

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skill
Improvement of food quality Proper sourcing and low
inventory management
4-6 months
Figure 1: Action Planning for the Required Changes
(Source: Author)
Conclusion
In the context of Courthouse, they have been facing a high level of completion as many
new hotels are developed in the same city and these hotels are operating in the national and
international chain. Service standards can be improved through the supervisors' enthusiasm to
support the customers and food section needs to be improved to deliver the quality German
cuisine. The supervisors can help the staffs to understand their service drawbacks. In addition,
improved service standard will enhance the guest visit. The supervisor should create a menu for
the restaurant and supervisors should plan about skilled employees' recruitment. The
communication, both verbal and non-verbal must be changed. Proper training will help the
employees to personalise the service.

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Conclusion
The above piece of study deals with the current issues in the context of Courthouse Hotel.
It has been observed that the poor quality food and the accommodation hamper the profitability
margin of this organisation. The managers of the Hotel are highly concerned about the German
visitors due to the low-quality service of the Hotel. It has been received that the employees of
this Hotel need the motivation to improve their performance. This can be done by using incentive
planning and developing a positive work culture. Moreover, the by developing the infrastructure
and the sourcing of raw materials the supervisor will be able to improve the service in restaurant
department.

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Reference List
Aissa, S. B., & Goaied, M. (2016). Determinants of Tunisian hotel profitability: The role of
managerial efficiency. Tourism Management, 52, 478-487.
Alhelalat, J. A., Ma’moun, A. H., & Twaissi, N. M. (2017). The impact of personal and
functional aspects of restaurant employee service behaviour on customer satisfaction.
International Journal of Hospitality Management, 66, 46-53.
Bharwani, S., & Talib, P. (2017). Competencies of hotel general managers: A conceptual
framework. International Journal of Contemporary Hospitality Management, 29(1), 393-
418.
Brochado, A., Rita, P., & Gameiro, C. (2015). Exploring backpackers’ perceptions of the hostel
service quality. International Journal of Contemporary Hospitality Management, 27(8),
1839-1855.
Cho, S., Woods, R. H., Jang, S. S., & Erdem, M. (2016). Measuring the impact of human
resource management practices on hospitality firms’ performances. International Journal
of Hospitality Management, 25(2), 262-277.
Fallatah, R. H. M., & Syed, J. (2018). A Critical Review of Maslow’s Hierarchy of Needs. In
Employee Motivation in Saudi Arabia (pp. 19-59). Palgrave Macmillan, Cham.
Kay, C., & Russette, J. (2012). Hospitality-management competencies: Identifying managers'
essential skills. Cornell hotel and restaurant administration quarterly, 41(2), 52-63.
Khan, Z., Khan, A. S., & Khan, I. (2017). Impact of Performance Appraisal on Employee's
Performance Including the Moderating Role of Motivation: A Survey of Commercial
Banks in Dera Ismail Khan, Khyber Pakhtunkhwa, Pakistan. Universal Journal of
industrial and business management, 5(1), 1-9.

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Kukanja, M., Gomezelj Omerzel, D., & Kodrič, B. (2017). Ensuring restaurant quality and
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(2017). The Role of Motivation on Employee Performance in an Organisation.
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