Hospitality Supervision and Training Skills.

Running head: HOSPITALITY SUPERVISION AND TRAINING SKILLS
Hospitality supervision and training skills
Name of the student
Name of the university
Author note

2HOSPITALITY SUPERVISION AND TRAINING SKILLS
Table of Contents
Introduction:...............................................................................................................................3
Question 1- Discussion about the hotel department:..................................................................3
a) Categorise the main issues that the supervisor would must consider at the time of
making plan planning for the visit of German delegation:....................................................3
b) Discourse the key skills which the supervisor should demonstrate in terms of making
his/her department run smoothly during the visit:.................................................................5
c) Consider the motivation methods which the supervisor can use for the sake of ensuring
the maximum performance of his/her team:..........................................................................7
Question 2- Required standard of service in hospitality industry:.............................................8
a) State the actions which the supervisor could take to address this situation:......................8
b) Recommendation on a course of action which the supervisor can execute for making the
required changes successfully:.............................................................................................10
Conclusion:..............................................................................................................................11
References:...............................................................................................................................12

3HOSPITALITY SUPERVISION AND TRAINING SKILLS
Introduction:
According to Koseoglu, Law &Dogan (2018) recently, the hospitality industry has
become highly volatile due to the inclusion of wide ranges of tourists, who are coming from
different background. Two-way communication is one of the major aspects of hospitality
industry. This is the mode of acquiring the participation of both the guests and the service
staffs in the process of service delivery. By the interaction with the guests, the higher
authority of a hotel can gain necessary information about the needs and expectations of the
guests.
Lederer, Van Niekerk&Okumus (2017) said that such information make it easy for
the management of the hotels to design service accordingly for the sake of generating
satisfaction among the guests. Present paper would put forth the discussion of hospitality
supervision in the context of The Courthouse Hotel. The main issues that the supervisor of
the hotel should consider during German delegation will be discussed in the paper. The
department of front of house will be chosen as it is the major department, which attracts the
guests at the first place. Main skills, which the supervisor must develop and the motivational
technique, which he should apply in order to ensure maximum performance will also be
presented in the assignment. Furthermore, recommendation will also be presented for the
supervisor of The Courthouse Hotel in order to employ necessary course of action for the
sake of making required changes.
Question 1- Discussion about the hotel department:
a) Categorise the main issues that the supervisor would must consider at the time
of making plan planning for the visit of German delegation:
Comprehensive planning is one of the major ways, through which any project can be
operated in a systematic manner. Strategic planning is one of the major aspects of running the

4HOSPITALITY SUPERVISION AND TRAINING SKILLS
internal functionality of a hotel smoothly. Elbanna (2016) observed that in the context of
hospitality industry, strategic planning is defined as the process of developing a plan or
roadmap for the hotel, which is entirely based on organisational mission, vision and values.
With the assistance of the plan, the higher authority of hotels can take needful action in order
to achieve organisational goals and objectives. According to the case study, The Courthouse
Hotel lacks comprehensive planning, which is making it difficult for them to maintain their
profit margin and public image (Durand, Grant & Madsen, 2017).
The hotel is facing severe planning issue during the process of organising the events
like German delegation visit. From the case study, it is evident that the hotel used to hire
temporary staffs, which is making it difficult for them to accomplish the long term goal. It is
the main duty of the higher authority of the hotel to conduct induction and training session for
the staffs to the new staffs in order to offer the guests with high quality of service. At the
same time, the hotel is also facing issues in the way of maintaining their profit margin due to
extreme competition from both the national and international hotels. As the hotel is going to
host the event of German delegation’s visit, it is important for the supervisor of the hotel to
modify the front of house, as it is the most important departments, which attract at the first
place.
The hospitality industry is highly diverse due to the inclusion of the guests, who are
coming from different background. Nieves & Quintana (2018) showed that this is the reason,
for which diversity among the staffs can also be seen in the hotel industry. It is the prime
responsibility of the higher authority of the hotel to acknowledge the fact that the way of
learning of people is different from each other. While arranging training program, the
supervisor of The Courthouse Hotel should put stress on considering the fact that the people
learn in different way. A certain method of learning may not be applicable to that of the
others. There are four different types of learning which includes activist, reflector, theorist

5HOSPITALITY SUPERVISION AND TRAINING SKILLS
and pragmatist. At the time of creating the training, it is imperative for the supervisor of The
Courthouse Hotel to consider these types of learning.
The activists are those type of people, who learn by doing, while the theorists are
those type of learner to wish to understand the theory behind any action. On the other hand,
Bettis et al., (2016) argued by saying that pragmatists are those types of learners who wish to
know the way of putting their learning into practice, while the reflectors learn by watching
the activities of others. Therefore, it is imperative for the trainer ofThe Courthouse Hotel to
understand and acknowledge the fact that the learners learn by mixing all these factors. Thus,
the supervisor of The Courthouse Hotel should design appropriate training plan by combining
all the above mentioned tasks. This is the way, through which the training session can be
operated successfully.
Köseoglu et al., (2019) commented that providing training to the staffs and promoting
their professional development is highly time consuming and expensive task. Most of the
hotels avoid conducting training and development program due to high cost associated with
it. However, as the Courthouse Hotel wish to be the five start hotel, the higher authority
should put stress on improving degree of productivity among the staffs as they are the biggest
asset. Therefore, high standard of training program must be conducted in order to inform the
temporary staffs about their roles and responsibilities, which is very much needed in order to
keep them committed.
b) Discourse the key skills which the supervisor should demonstrate in terms of
making his/her department run smoothly during the visit:
The supervisor is defined as a person, who holds the responsibility of managing
people running the internal process of a firm with utmost efficiency. In the context of
hospitality industry, the supervisors holds the responsibility of managing the queries of guests

6HOSPITALITY SUPERVISION AND TRAINING SKILLS
properly and offer high quality of service. Thus, the supervisors needs to develop some of the
major skills, which can help him to perform his assigned task with utmost efficiency.Turneret
al., (2017) opined that communication, time management and delegation of tasks are some of
the major skills, which the supervisors should develop. In addition, technical skill, people
skill, personal skill and conceptual skill are some of the vital skills, which the supervisors
needs to develop.
People skills is needed to be improved by the supervisor of The Courthouse Hotel for
conducting the event of German delegation visit properly.Hassanien& Dale (2019) stated that
communication is one of the major skills of supervisors of the hospitality industry. This is the
mode of offering services to the guests in a collaborative manner. Thus, it is imperative for
the supervisor of The Courthouse Hotel to improve communication skill, which is the key of
building healthy relationship with the staffs.
As the hotel used to hire temporary staffs, it is important to communicate with them
properly in order to convey relevant information to them. Thus, the supervisor should
improve the communication skill and execute a strong channel of communication throughout
the organisation, which is the key of offering services to the guests in a collaborative manner.
As discussed by Köseoglu, et al., (2019) time management is one of the major skills of the
supervisor. This is the way of responding immediately to the requirements of the staffs. By
improving time management skill, the supervisors can be able to make effective planning and
set goals and objectives. According to the case study, The Courthouse Hotel is going to
conduct an event of German delegation visit.Thus, the supervisor of the hotel must focus on
improving the time management skill, which can serve him with the ability to delegate the
roles and responsibilities of the staffs properly and prioritise their activities in accordance
with planning. As per the perception of Li &Singal (2019) the attitude of the supervisors
towards the staff members plays a major role in developing good team work. Therefore, it is

7HOSPITALITY SUPERVISION AND TRAINING SKILLS
important for the supervisors to show positive and effective attitude at the time of dealing
with the staffs.
As healthy team work is highly required in order to carry out the event of German
delegation visit properly, the supervisor of The Courthouse Hotel hold the responsibility to
show proper attitude while dealing with the staffs, which is the vital factor of having success
from team working. Chen et al., (2017) said that appropriate delegation of task is one of the
major skills of supervisors in the context of hospitality industry. This is the mode of dividing
task properly among the people throughout the organisation. This is the mode of getting the
people to do their task properly. Thus, the supervisor of The Courthouse Hotel must develop
the skill of delegating task, as it leads to greater efficiency within the internal functionality of
the hotel.
c) Consider the motivation methods which the supervisor can use for the sake of
ensuring the maximum performance of his/her team:
In the context of hospitality industry, motivation is the art of generating satisfaction
among the staffs by fulfilling their expectation. The inclusion of effective motivational
factors plays a pivotal role in terms of driving the individual people to satisfy their goals and
objectives. As opined by Zheng& Tsai (2019) it is the prime responsibility of the supervisors
to figure out the factors that can generate motivation among the staffs. Lack of motivation
can generate high dissatisfaction among the staffs, which ultimately affects their performance
level. According to McGregor's Theory of X and Theory Y, if the manager find a lazy
employee, it is important for him to take needful action in order to resolve laziness. On the
other hand,Song & Kang (2019) showed that it is important for the supervisors to encourage
the staffs regularly in order to drive them to put their full effort towards organisational
success. This is the way, through which the supervisors can offer the staffs with a feeling of
belongings, which is the key of generating high degree of motivation among the staffs. As

8HOSPITALITY SUPERVISION AND TRAINING SKILLS
The Courthouse Hotel used to hire temporary staffs, it is imperative for the supervisor of this
hotel to keep the staffsmotivated by giving them meaningful work. This is the mode of
driving them to offer the staffs with high quality of services ((Li &Singal, 2019).).
To conclude, it can be said that as the degree of inconsistency of demand among the
guests within hospitality industry is rapidly increasing, it is important for The Courthouse
Hotel to mitigate the issue related to temporary staffs properly. Therefore, it is the prime
responsibility of the supervisors to provide effective training to the staffs and keep them
motivated consistently in order to have high performance employees. The supervisor of The
Courthouse Hotel must practice effective leadership for the sake of carrying out the event of
German delegation visit with utmost efficiency.
Question 2- Required standard of service in hospitality industry:
The rate of competition in the global hospitality industry is rapidly increasing. This is
acting as a driving force behind the hotels to improve the quality of service in order to stay
aside from the competition. In this section of the paper, the action, which the supervisor of
The Courthouse Hotel can take in order to arrange the event of German delegation vision will
be discussed. Recommendation will also be presented for the hotel in order to manage the
required change successfully.
a) State the actions which the supervisor could take to address this situation:
The staffs are considered as one of the vital assets in an organisation, based on whom,
the full success of a firm is dependent. According to the case study, The Courthouse Hotel
was facing main issues in the way of increasing their profit margin. As The Courthouse Hotel
is allocated for German delegation, it is important for the supervisor to take needful action for
the sake of generating positive attitude among the human resources. It is the prime
responsibility of the supervisors to manage process, people, information and resources

9HOSPITALITY SUPERVISION AND TRAINING SKILLS
properly which is very much required for running the internal functionality of the hotel in a
comprehensive manner (Marco-Lajaraet al., 2019). Planning is one of the major ways of
carrying out any impending task in a systematic planning. As The Courthouse Hotel is
allocated to German delegation, it is important for the supervisor to make extensive planning.
This is the way, through which the supervisor will be able to allocate the duties to the staffs
and allocate the resources, which is the key of conducting the event of German delegation
visit properly.
Zaragoza-Sáez (2019) put stress on the fact that appropriate staffing plays a major
role in terms of improving organisational productivity. Thus, the supervisors should put stress
on shopping issues, which is the key of required level of services as it is the key of keeping
the guests happy and satisfied. Staffing comprises of multiple factors such as recruiting,
scheduling, training and motivating. In order to carry out the event of German delegation visit
properly, the supervisor of The Courthouse Hotel should focus on staffing, which is the key
of improving the organisational productivity and thereby carry out the event properly.
Hospitality means reception and entertaining the guests properly, which is the key of
keeping them happy and satisfied. The role of effective planning is needed to be considered
in this context as it can help in determining the best course of action, which is the key of
getting desired outcome (Konovalovaet al., 2018). As The Courthouse Hotel is going to
arrange the new event of german delegation visit, it is imperative for its supervisor to develop
comprehensive planning, which can help him to attain any kind of workable solution to any
impending issue and thereby meet the stated objectives. Appropriate organising is one of the
major ways of getting any job in a timely and cost effective manner (Moutinho& Vargas-
Sanchez, 2018). Organising is defined as the process of setting everything up in order to run
any process smoothly. Thus is the way, through which the factors that is causing the problem
can be identified and possible action can be taken in terms of resolving the same. As, The

10HOSPITALITY SUPERVISION AND TRAINING SKILLS
Courthouse Hotel is allocated to German delegation, it is important for the supervisor focus
on appropriate organising, which can help him to run the event effectively and efficiently.
b) Recommendation on a course of action which the supervisor can execute for
making the required changes successfully:
Change is the most inevitable factor for corporate existence especially in the hard-
core competitive business environment (Horner, 2017). According to the case study, a
business man has purchased The Courthouse Hotel and aims to change the entire business
strategy in order to lead the hotel towards suitable direction. The fundamental aim of the
business man is to transform the hotel into four star standard and thereby offer the guests with
high quality of services. Changing the entire process and structure might generate
dissatisfaction among the staffs, which can hamper organisational efficiency (Madera et al.,
2017).
Change is the inevitable factor in all the sectors as it is the key of coping up with ever
changing world. The organisation that deal with change well thrive, contrarily to those, who
do not do so may not survive. This is one of the most important ways of sustaining in the
highly volatile business environment (Bayraktar et al., 2017). Thus, it is recommended for the
supervisor of The Courthouse Hotel to implement effective change management strategy,
which can serve him with the ability to reduce the issue related to resistance to change among
the staffs.
According to Lewin’s model of change management, it is the prime responsibility of
the supervisors to participate activity in the entire process of change (González-Rodríguez et
al., 2018). As the businessman is aiming to change the entire business strategy, it is suggested
for the supervisor of the hotel to communicate directly with the staffs and provide necessary
information regarding the need of change. It is the role of the supervisor of The Courthouse

11HOSPITALITY SUPERVISION AND TRAINING SKILLS
Hotel to design actual change and integrate the management plan within the project plan. As
the staffs are the vital asset of an organisation, performance evolution is one of the major
ways of taking needful action for the sake of dealing with below working employee.
Therefore, it can be said that that managing change is a complicated process, which requires
systematic method. As the internal process and structure of The Courthouse Hotel is going to
change, it is important for them to develop comprehensive planning, which can help them to
carry out the required change in a comprehensive manner.
Conclusion:
To conclude, it can be said that with the rapid development of travel and tourism, the
hospitality industry is also experiencing massive changes. In the contemporary times, the
needs and requirements of the staffs is changing in a drastic manner, which is acting as a
driving force among the higher authority in an organisation to monitor the performance of
staffs on regular basis and take needful action in order to improve the same. The supervisor
should put stress on managing change properly as it is the key of transforming the hotel into
five star standard and thereby provide high quality of services to the guests. In order to offer
the guests with excellent service, it is imperative for the higher authority of the hotels to put
stress on two way communication.

12HOSPITALITY SUPERVISION AND TRAINING SKILLS
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