Courthouse Hotel Case Study: Enhancing Service, Training & Motivation

This case study analyzes the Courthouse Hotel's struggle to compete with emerging hotel groups and the subsequent efforts to improve its service standards and overall performance. It addresses key issues such as the need for modern facilities, enhanced room amenities, and a well-trained staff capable of handling international guests. The analysis includes a Force Field analysis to identify factors driving and resisting change within the organization. The study emphasizes the importance of a robust performance appraisal system, 360-degree feedback, and tailored training programs focusing on problem-solving, competency-based skills, and German etiquette. Furthermore, it highlights the need for continuous training and development for supervisors to ensure they can effectively manage performance, customer relationships, and adapt to evolving guest expectations, ultimately aiming to elevate the hotel's service quality and guest satisfaction.

Running head: MANAGEMENT
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Student’s Name
University Name
Author’s Note

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Introduction
In the course of this report, a case study analysis have been done. The case involves
the operations of the Courthouse Hotel group facility in big city. For some time recently, the
hotel could not compete with the new and emerging hotel groups and thus the sales of the
organisation fell dramatically. There was the absence of banqueting facilities and also there
was no availability of internet connectivity or room service. However after the acquisition of
the hotel by the businessman, the clientele of the hotel had not enhanced comprehensibly. In
such a situation, influenced from the ideas of Hon and Lui (2016), it can be commented that
hoisting of the international guests required a lot of preparatory activities, in context of which
the report have been prepared. The entire report have been prepare based on the three
questions by the end of the case study. In the first part, the primary issues that the supervisor
needs to consider in order to develop the service standard have been considered. In the
second part, the main training and development skills that employees and the supervisors
need to consider have been discussed and in the concluding section, the strategies that the
supervisors and the higher manger needs to adopt for the purpose of motivating the
employees have been discussed.
Question 1 (a): Main issues that the supervisor needs to consider
Since the hotel has struggled to maintain their margins of profit while the new and
emerging hotels have developed, the maintenance of the hotel is at stake. There are many
national as well as international hotel brands in the city which are opening branches in the
country. They have opened branches in the city also. Naturally it is expected that the
infrastructure of the city should be matching in standard with them so that there is availability
of all the modern facilities. Fore mostly the managers of the accommodation facility of the
hotel group should consider one importanmj+t fact that in addition to a number of facilities

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that have been included in the hotel, the condition of the rooms have to be considered also.
There should be all modern facilities matching the standard of all of the 7 star facilities in any
corporate class 7 star hotel of the city. There should be perfect balance of working as well as
entertainment facilities in the rooms. As the other hotels associated with hosting the guests of
the intergovernmental conference are providing, the supervisor must confirm that the
Courthouse should also incorporate facilities in their rooms (to be allocated to the 75
delegates from Germany) as follows:
 Personal working desk that would be accompanied with iMac laptop with
complimentary high speed internet connectivity
 Satellite TV with connectivity from German broadcasting stations.
 There should be radio connectivity from the gymnasium and the washrooms (both
attached and secular) also
 For the purpose of entertainment, there should be the availability of PlayStation or
other facilities with multiple gaming consoles.
 The glasses of the private gardens, associated with all the rooms of the hotels where
the guests would be kept, should be bullet proof
 There should be a private Gervasoni outdoor lounge which any and every of the
German delegates can avail any time of the day and that too absolutely privately.
Although the hotel have been recently renovated and the facilities as well as outlook of
the hotel have been changed mostly, the clientele as well as the workers’ base of the hotel
remains same and as an outcome, some of the aspects needs to be changed immediately.
However, in contrast to them, there are some of the specific factors that would be always
resisting from the change to happen (Slater, Evans and Turner 2016). In this light, a Force
Field analysis might be conducted to highlight the agents of change, the factors of change as
well as the resistors to the proposed changes to the company. The Force Field analysis

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recognises the agencies associated with the change (Meijer 2015). The first is the factors
driving the changes. The other is the factor restraining the driving factors (Toves, Graf and
Gould 2016). Since there are not many of permanent staff associated with the convention
centre of the Courthouse hotel, there is acute need of appointing some of the very dignified as
well as qualified staff in the hotel. The rejuvenation as well as the development of the new
convention centre needs the appointment of new staff who have the experience of handling
major delegates and high end guests in the hotel and that is why it is essential that there
should be an extensive and discreet staff line. However, it is evident that the company have
budget restraints and recent changes that would be done now, would be on a temporary basis.
A discreet staff line that needs to be developed for the maintenance of the convention centre
as well as the hotel rooms would be premium employee who cannot be employed on a
temporary basis. However, they cannot be employed from the batches of Hotel management
interns also, since they do not have adequate experience.
Forces FOR Change Change Proposal Forces AGAINST Change
Inefficient maintenance
and home care staff for
the convention centre
Appointment of new
premium staff for
attending to the
delegates
Funding the training
of twenty selected
staff from national
There are factors like budget
constraint since the hotel is
running on marginal profit.
On that note, it is difficult to
maintain newly appointed
high paid staff (Kaufman
2017)
Lack of training among
the current staff
The current staff in the hotels
are currently demotivated

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hospitality
management
academies
The German
Delegates’ team has
demanded that there
should be
availability of
individual security
personnel for each
delegates.
The culinary staff
have to be provided
with 5 star facilitated
rooms
from the current issues going
on in the hotel. Again, there
is lack of adequate budget
also.
Arrangement of adequate
security is another reason
for which the company is
concerned.
There have to complimentary
accommodation facility for
the military staff who would
be in guard of the delegates
and this demands that that
they would need other
facilities like a control room
and a space for private
chopper within the facility.
Accommodation for the
culinary staff who would
be arriving with the
German team of delegates.
5 star rated rooms are
inadequate in the hotel where
the culinary staff can be
accommodated and hence the
management have to
negotiate with the event
managers to see if 2 staff can
be accommodated in one
room.

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References and Bibliography for Question 1 (b)
Hon, A.H. and Lui, S.S., 2016. Employee creativity and innovation in organizations: Review,
integration, and future directions for hospitality research. International Journal of
Contemporary Hospitality Management, 28(5), pp.862-885.
Kaiser, S. and Schulze, G.C., 2018. Person–Environment Analysis: A Framework for
Participatory Holistic Research. Gestalt Theory, 40(1), pp.59-74.
Kasper, B., 2016. Empowering Workers and Clients for Organizational Change by Marcia B.
Cohen and Cheryl A. Hyde: (2014). Chicago, IL: Lyceum Books.
Kaufman, H., 2017. The limits of organizational change. Routledge.
Meijer, A., 2015. E-governance innovation: Barriers and strategies. Government Information
Quarterly, 32(2), pp.198-206.
Slater, M.J., Evans, A.L. and Turner, M.J., 2016. Implementing a social identity approach for
effective change management. Journal of Change Management, 16(1), pp.18-37.
Toves, P.R., Graf, L. and Gould, D.A., 2016. Innovative Use of Force Field Analysis: Factors
Influencing Technology-Enabled Change. Journal of Behavioral and Applied Management,
17(2), p.1183.

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Question 1 (b)
The supervisor of the accommodation facility of the Courthouse Hotel have to
develop supervision as well as training skills of the staff of the hotel. In order to do that
firstly it is necessary that a sound performance appraisal system have to be implemented.
Based on that evaluation outcome, a 360 degree appraisal strategy have to be affixed (Dhar
2015). The supervisor have to collect direct feedback from the managers, peers, customers as
well as the subordinates also. They would reflect feedback against the work and performance
level of the others. This is very essential for understanding the level of aptitude that the entire
line of staff are having in the whole organisation. After understanding this, the supervisor
needs to understand what kind of training is to be allocated for which group of employees. As
Tracey et al. (2018) advices, based on the reports that is created by the end of the 360 degree
evaluation process, the supervisor have to develop a process for the appraisal interview of the
individual candidates of the company.
Next, the training needs of the staff is to be determined by the supervisor and the team of
experts that is to be formed by the supervisor himself. The two most hyperannuated
categories of training that is required for the employees are problem centered training and the
competency based training. Firstly, a core team of IT trainers have to be affixed who would
train the room care staff how to handle the digital assets that have been developed in the hotel
recently. Secondly, the new batch of employees (premium staff, newly appointed) have to be
groomed properly so that they can accommodate easily with the existing line of staff of the
company. Secondly, the new as well as the previously existing employees of the
accommodation department of the hotel have to be groomed with German etiquettes so that
the delegates can give a homely feel to the delegates during their stay in the hotel. The staff
have not received formal training for handling the international and the ministerial level
guests. As an outcome, the staff have to undergo thorough training for learning fluent English

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as well as basic German language (reading, writing and speaking). After the completion of
the problem centered training, a competency based training of the staff members of the hotel
have to be determined. Based on the skills gained by the employees through the course of the
training process, the supervisor and the group of experts have to determine the most
important and skilled members of the employee base of the company, the employees need to
learn what the most important aspects are for dealing with the delegates. From the pool of 50
employees 30 most dedicated and learned employees have to be ascertained.
Along with training of the employee there is also the need to train the band of
supervisors also. There should be a group of supervisors under the chief supervisor. They
would b coming from various genres. There would be supervisors from the team of the
German delegate and there would also be team of supervisors from the end of the government
of the country where the delegates are coming for a conference. Influenced from the ideas of
Ravichandran et al. (2015), it can be said that the group of supervisors are supposed to attend
an initial grooming session based on the purpose of visit of the delegates and then they are
needed to be informed about the whole schedule of the visitors. This includes information
about the number of day they are going to stay in the hotel, at what time they are going to
have the conferences in the convention centre and at what time other scheduled delegates are
supposed to visit them at their designated rooms. They also needs to be inform and update the
database if any non-scheduled visitors come to visit the delegates. Based on the grooming of
the supervisory candidates, an evaluation session would be conducted thereafter. In that
session, the supervisor would emphasise on understanding how well they understand the
performance dimensions of their job role. This includes an understanding of the quality as
well as quantity of the work along with their attendance and appearance norms along with
their work habits. Lastly, how well they are adept in tacking customer relationship would be
assessed.

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Lastly, influenced from the ideas of Zaitseva, Goncharova and Androsenko (2016), it
can be commented that a common session would be held for all the concerned employees
who would be performing the role of the hosts to the German delegates. In this session, an
emphasis would be laid on the common mistakes that employees do in the scope of their
work. They should be mindful about the fact that they are not support to adopt any form of
authoritarian approach while dealing with the guests. They should be always attentive about
the demands of the guests and if any of the delegates requests for some of facilities that are
currently not available in the hotel, they have to be prompt about reporting the case to the
higher authorities. Fore mostly, they have to keep in mind that they should not be counter
arguing with any of the guests, including the delegates, their assistants, security personnel or
the culinary team members.

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References and Bibliography for Question 1 (b)
Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of
organizational commitment. Tourism Management, 46, pp.419-430.
McPhail, R., Patiar, A., Herington, C., Creed, P. and Davidson, M., 2015. Development and
initial validation of a hospitality employees’ job satisfaction index: Evidence from Australia.
International Journal of Contemporary Hospitality Management, 27(8), pp.1814-1838.
Ravichandran, S., Cichy, K.E., Powers, M. and Kirby, K., 2015. Exploring the training needs
of older workers in the foodservice industry. International Journal of Hospitality
Management, 44, pp.157-164.
Sheehan, M., Grant, K. and Garavan, T., 2018. Strategic talent management: A macro and
micro analysis of current issues in hospitality and tourism. Worldwide Hospitality and
Tourism Themes, 10(1), pp.28-41.
Tracey, J.B., Hinkin, T.R., Tran, T.L.B., Emigh, T., Kingra, M., Taylor, J. and Thorek, D.,
2015. A field study of new employee training programs: industry practices and strategic
insights. Cornell Hospitality Quarterly, 56(4), pp.345-354.
Zaitseva, N.A., Goncharova, I.V. and Androsenko, M.E., 2016. Necessity of changes in the
system of hospitality industry and tourism training in terms of import substitution.
International Journal of Economics and Financial Issues, 6(1), pp.288-293.

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Question 1 (c)
The supervisor have to set some strategies as well as some parameters for motivating
the employees so that they are at the best of their performance when the German delegates
are staying at the hotel. The most essential strategy is the development of a positive minded
workplace so that the employees do not feel demotivated. The employees might feel deprived
and burdened when they would be imposed with so much pressure regarding training and
development (Kim et al. 2016). However, the employees of the hotel need to understand that
they have been on the marginal line of business profit and that their revenue line has not been
active also. As an outcome, in the last few financial years the company have not profited at
all. However the acquisition of the company by a new owner have developed the scenario of
the hotel. They are now elevated to the standard of a premium hotel. Lastly, it is most
essential to understand that the opportunity of acting as the host to the German delegates is a
golden opportunity for the organisation. In case if they are able to cater to them
commendably, they would receive a huge word of mouth publicity. Naturally, their brand
equity, market value as well as the customer loyalty would also increase (Solnet et al. 2016).
Hence in order to excel in this environment, it is needed on the part of the employees to
encourage team work as well as idea sharing. The employees have to make sure that the
resources of the company like the essential tools as well as the knowledge is well with them.
The senior employees have to take the lead and act in the role of dispute mediator when they
feel that the juniors are not able to deal with the problems commendably.
In order to do that, Paek et al. (2015), opine that the juniors as well as the associate
employees have to approach the senior as well as the executives. There should be a proper
communication channel between them so that they are never left out and have the ease of
access with the seniors as well as the peers.

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Another most comprehensive strategy can be the setting of goals for better
performance. This can help in motivating the employees and they can have a clear
understanding of what is expected of them and their working method would be further
simplified also. However, the company as well as the supervisors also needs to understand
that the goals as well as the objectives that would be set for the employees should be
reasonable for them as well as achievable also.
The company is running through a marginal financial state. However if the company
is successful in hosting the delegates commendably with reputation, they should acknowledge
the effort of the employees with incentives. The most successful employees in every level of
the work groups should be receiving a basic hike in the crude salary and an incentive for
cooperating with the management for hoisting this big event (Naim and Lenkla 2016).
Another important strategy that the supervisors should communicate to the managers
is profit sharing. This would highly motivate the employees since they would realise that if
they can perform for the company in the best possible manner, the business value of the
company would be generated highly. In return they would strongly incentivised by the upper
management on pay per project basis. Influenced from the findings of Hashim and Shariff
(2016), the last recommendable strategy that they should consider for employee motivation is
providing employee enrichment. In case if the employees are working for extra work hours
they should be provided with servant quarters and rest rooms and free dining facilities. They
should also get a comprehensive leave policy after the end of the project. They might also
enjoy a getaway bonus also. This would help the company to retain the employees in good
spirit and as such they would be sympathising with the situational outcome of the company
also.

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Reference List and Bibliography for Question 1 (c)
Kim, S.H., Kim, M., Han, H.S. and Holland, S., 2016. The determinants of hospitality
employees’ pro-environmental behaviors: The moderating role of generational differences.
International Journal of Hospitality Management, 52, pp.56-67.
Solnet, D., Baum, T., Robinson, R.N. and Lockstone-Binney, L., 2016. What about the
workers? Roles and skills for employees in hotels of the future. Journal of Vacation
Marketing, 22(3), pp.212-226.
Paek, S., Schuckert, M., Kim, T.T. and Lee, G., 2015. Why is hospitality employees’
psychological capital important? The effects of psychological capital on work engagement
and employee morale. International Journal of Hospitality Management, 50, pp.9-26.
Hashim, H.I.C. and Shariff, S.M.M., 2016. Halal supply chain management training: Issues
and challenges. Procedia Economics and Finance, 37, pp.33-38.
Naim, M.F. and Lenkla, U., 2016. Knowledge sharing as an intervention for Gen Y
employees’ intention to stay. Industrial and Commercial Training, 48(3), pp.142-148.

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Question 2
2.1 Discussion of the actions required
As evident from analysing the list of delegations would be occupying the hotel, the
rooms that way not up to the international level accommodation standard, now needs to be
upgraded to corporate class seven star facilities. A workshop for at least 15 days is to be
conducted in the hotel for reframing of the rooms which will be allocated to the German
delegates. Glasses attached to the window panes have to be Bulletproof as well as scratch free
(Kaufman 2017). For this action another workshop of almost 5 to 7 days will be required.
However the main work for the accommodation department will be setting up the convention
centre which will be the centre of focus of all the activities that would be conducted by the
German delegates. Inserting of the convention centre of the courthouse hotel the first priority
will be hiring a set of permanent employees. The parameter of involvement Avenue
employees have been set above already in the first question.
There will be 12 panelled guest rooms as well as conference theatres also. It has to be
ascertained that no contractor booking for these facilities are accepted for the days when the
German delegates will be staying in this hotel. Setting up of the temporary helipad and the
extended parking lot miss another important action that needs to be completed in the span of
these 15 days (Meijer 2015).
This is the basic layout of what changes need to be done with the courthouse hotel for
accommodating in the German delegates. Next in discussion the training needs as well as the
needs for internal management and development will be given importance. Rigorous training
program of the selected staff will be kept in attendance of the German delegates will be
conducted prior to appointing them for duty. For this purpose as mentioned earlier also, a 360
degree appraisal strategy will be undertaken by the supervisor where buy you will be

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collecting feedback from the peers, customers other guests in the hotel and so on. Activity
training of the staff at the convention centre is also required since owing to lack of regular
activity in that area the staff of the convention centre also need not involve themselves in
their activities on a daily basis.
2.2 Recommendations
Engagement of a General contractor or one project manager is highly essential for the
education of this project. Besides, the supervisor should have a strong relationship with the
influential people associated with the project since the project must be finished on the
immediate Horizon.
Once the project manager is appointed the supervisor can look after the other
things at hand also. It is noteworthy that the supervisor should ensure that the project
manager or the contractor who is working over the project have Hotel specific project
experience and understand properly the brand design as well as the design standards that are
required by the hotel. For the purpose of this work a contingency budget has to be ascertained
which will be inclusive of 5 to 20% of the allocated value for the unforeseen issues like
mechanical comma plumbing as well as Electrical issues that requires high level of visual
inspection. The project that is taken up at hand is complex into two major factors. The first
among them is that for the first time group of International delegates is coming to stay at this
hotel and the second is that five considerable span of time no important visitors has set forth
in the hotel and which time and competition the hotel has lost the previous standard that it
used to maintain. Hence elaborate reframing strategy is to be formed for regaining of the
brand value of the hotel. As advised by the national committee for this event the forefront of

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the hotel needs to be coloured up matched with the German thing. This will be in curing a
cost of 20000 to 40000 US dollars.
The construction works that needed to be done in addition have to be planned very early so
that the schedule keeps moving. For instance the designers, consultants or the Architects who
are to be hired for this project will be highly professional and hence they will be also having a
personally set schedule for them and in order to Indus them for this project they will also
require an early pre booking the brand representatives as well as the stakeholders for of this
hotel who will also be benefited from this project will have to pay guest appearance. Hence
important stakeholders have to be invited to overview the project work also. It has to be kept
in mind that the government will run a dummy project about two to five days earlier of the
visit of the German delegates and hence all work will have to be completed prior to that time.
The time framing of the work for the constructors, project manager as well as other involved
with this work have to be done in such a way that they are not legging with their daily
schedule and able to complete the work within the stipulated time. Since the accommodation
department has been selected only by the supervisor under his discretion, the task of product
management of an allocation have not been considered under this project framework.

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Reference List for Question 2
Kaufman, H., 2017. The limits of organizational change. Routledge.
Meijer, A., 2015. E-governance innovation: Barriers and strategies. Government Information
Quarterly, 32(2), pp.198-206.
Slater, M.J., Evans, A.L. and Turner, M.J., 2016. Implementing a social identity approach for
effective change management. Journal of Change Management, 16(1), pp.18-37.
Sheehan, M., Grant, K. and Garavan, T., 2018. Strategic talent management: A macro and
micro analysis of current issues in hospitality and tourism. Worldwide Hospitality and
Tourism Themes, 10(1), pp.28-41.
Tracey, J.B., Hinkin, T.R., Tran, T.L.B., Emigh, T., Kingra, M., Taylor, J. and Thorek, D.,
2015. A field study of new employee training programs: industry practices and strategic
insights. Cornell Hospitality Quarterly, 56(4), pp.345-354.
Zaitseva, N.A., Goncharova, I.V. and Androsenko, M.E., 2016. Necessity of changes in the
system of hospitality industry and tourism training in terms of import substitution.
International Journal of Economics and Financial Issues, 6(1), pp.288-293.