Courthouse Hotel: Hospitality Supervision and Training Skills Report

This report examines the challenges faced by the Courthouse Hotel, focusing on issues within the human resource department. It identifies problems such as skill gaps, lack of teamwork, resistance to change, and employee retention. The report emphasizes the importance of a supervisor possessing strong management, communication, interpersonal, problem-solving, and leadership skills to effectively address these issues. It also explores various motivational techniques, including rewards, appraisals, goal setting, employee engagement, feedback, and training, to improve team performance. The report further discusses actions a supervisor should take to maintain service standards and implement changes successfully, such as task allocation and performance monitoring. The overall aim is to provide strategies for the hotel to improve its operations, particularly in preparation for a German delegation visit, ensuring the delivery of high-quality services and achieving its business objectives.

Hospitality supervision and training skills
Hospitality supervision and training skills

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Table of Contents
Question 1:.................................................................................................................................2
Introduction............................................................................................................................2
Issues supervisor would need to consider while formulating plans for the visit of German
delegation...............................................................................................................................3
Skills which supervisor need to possess for conducting the operations in an effective
manner....................................................................................................................................5
Motivational techniques supervisor can adopt for improving the performance of the team..7
Conclusion..............................................................................................................................9
Question 2:...............................................................................................................................10
Introduction..........................................................................................................................10
Actions supervisor should take for addressing the situation in a better manner..................11
Recommended actions for the supervisor for implementing the change in a successful
manner..................................................................................................................................12
Conclusion............................................................................................................................13
References................................................................................................................................14

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Question 1:
Introduction
The Courthouse hotel is facing several challenges or issues which have affected its
performance and reputation in the market. It has faced issues in maintaining profit margins,
high competition and maintaining the standard of the service. A new business strategy has to
be implemented which is being planned by the new owner of the hotel. The Courthouse hotel
is planning to improve the quality of the services for attracting the guests towards it. An
opportunity has been identified by the Courthouse hotel which will help in promoting the
hotel in the business environment. The government has announced that it will be hosting a
major intergovernmental conference in the next summer in the city. This report will discuss
the issues related to human resource department of the hotel. Skills will be discussed which
will be required by the supervisor for ensuring that operations of the department are carried
out properly. Motivational techniques will be applied for the purpose of focusing on the
performance of the team.

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Issues supervisor would need to consider while formulating plans for the
visit of German delegation
There are various issues related to the human resource department which need be considered
by the supervisor. These issues need to be resolved so as to grab the opportunity available to
the Courthouse Hotel. These issues related to the human resource department of the
Courthouse Hotel are lack of skills and knowledge, lack of team spirit, resistance to change,
retention of the employees, recruitment of the employees and lack of staff for the night shift.
These issues can create an impact on the performance of the employees. One of the most
important issues is related to the lack of the required skills and knowledge among the
employees of the hotel (Walsh, et. al., 2010). This issue affects the performance of the
employees as well as the performance of the hotel at large. The focus of the employees is on
the individual goal rather than team goal which affects the quality of the services and
effectiveness of the hotel. Teamwork needs to be promoted for the attainment of the goals of
the hotel. Another issue is related to resistance to change. Employees of the Courthouse Hotel
may resist to the change which new owner is planning to implement. Employees may develop
a fear that the change may affect their interest adversely (Hrout & Mohamed, 2014).
Lack of communication among the management and the employees affects the relationship
between both the parties. Proper communication is required for the purpose of ensuring the
support of the employees. Retention of the employees is another crucial concern for the hotel
as an increase in the employee turnover rates results in an increase in the cost, efforts and
time involved in the selection and recruitment process. Human resource department is one of
the most important departments of the hotel as operations of the hotel are performed with the
support of the human resource (Stankiewicz, 2015). Supervisors need to resolve the issues
related to human resource department for the purpose of preparing the effective plans for the
visit of the German Delegation. Hotel is not providing room services due to which the

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satisfaction level of the guests of the hotel is getting affected. Employees of the Courthouse
Hotel are not performing a night shift which is another important issue as guests of the hotel
may need the services during night hours (Boella & Turner, 2013).

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Skills which supervisor need to possess for conducting the operations in an
effective manner
A supervisor is responsible for the execution of the operations of the business in an effective
manner. The Courthouse Hotel is facing several issues which have affected the performance
of the hotel as well as the future growth of the business. For coping with these issues in an
effective manner, the supervisor needs to apply the skills possessed by it. This will help in
focusing on conducting operations properly and guiding the efforts of the employees in the
right direction. Supervisor of the Courthouse Hotel needs to develop various skills for
ensuring that the human resource department is operating smoothly and human resource of
the hotel is managed properly (Lee, 2013). These skills required by the supervisor include
management skills, effective communication skills, effective interpersonal skills, problem-
solving, leadership skills, critical thinker, a delegation of tasks, confident, motivating others
and a good listener. Different situations may arise at the workplace which needs to be
resolved with the application of the suitable or most appropriate measure. These skills
enhance the performance of the supervisor of the hotel and contribute towards the execution
of the roles and responsibilities effectively (Ahammad, 2013).
In the words of Subedi (2010), management skills are important for a supervisor as
supervisor has the responsibility to manage the different resources of the business effectively
and efficiently. The supervisor needs to manage the employees effectively and managing
their efforts. Effective communication skill is a must as communication skills help the
supervisor to exchange the information with the others properly. Effective communication
helps in reducing the chances of errors or mistakes due to miscommunication. Along with the
communication skills, interpersonal skills need to be developed which will help in interacting
with the employees and management. The supervisor must possess problem-solving skills for
resolving the issues which are taking place at the workplace of the Courthouse Hotel. The

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supervisor is responsible for the purpose of leading and guiding the employees. Leadership
skill needs to be developed in the supervisor which ensures a healthy environment is
maintained at the workplace. The supervisor needs to discuss the issues faced by the human
resource for resolving the issues. Supervisor of the hotel needs to delegate the tasks among
the employees for engaging them and motivate the employees for boosting their performance.
The supervisor must listen to every employee for analysing the issues faced by them at the
workplace. Supervisor of the Courthouse Hotel needs to think critically about taking right
decisions for the accomplishment of the objectives (Coyle-Shapiro, et. al., 2013).

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Motivational techniques supervisor can adopt for improving the
performance of the team
Motivation is an important aspect which enhances the morale of the employee and boosts
them for performing the tasks assigned to them in a better manner. Motivation plays a vital
role in enhancing the performance of the employees which results in an enhancement in the
performance of the business. Different motivational techniques are being applied by the
supervisors for improving the performance of the team. Supervisor of the Courthouse Hotel
can different motivational techniques for encouraging the employees for performing better.
Rewards or incentives can be provided to the employees for enhancing their performance by
motivating them (Ganta, 2014). Rewards can be in cash or in kind which will encourage the
employees to perform better. Rewards can be offered to the employees ready to work the
night shifts. This will motivate them to perform better for grabbing the growth opportunities
available to them. An appraisal is another technique for the purpose of motivating the
employees. Promotions or appraisals can be offered to the employees on the basis of their
performance. Rewards and appraisals enhance the satisfaction level of the employees and
develop trust and loyalty among the employees for the business. Clear goals or targets need to
set and employees need to be made aware of the individual as well as team targets. This will
help the supervisor to divert the focus of the employees towards the team goals which they
have to achieve (Abbas & Khurshid, 2013).
The supervisor needs to engage the employees in the operations of the business as this step of
supervisor will help in developing a healthy relationship between the employees and
organisation. The Courthouse Hotel is facing various issues and these issues can be resolved
by developing a healthy relationship between the hotel and employees. Feedbacks need to be
given to the employees on regular basis for making them aware of their performance.
Feedbacks will help the employees in identifying the issues which are affecting their

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performance and expectation of the management from them (Apolline, 2015). Growth
opportunities can be provided by the supervisor to the employees for enhancing their
satisfaction level and motivating them. Training sessions can be conducted for preparing the
employees for performing different tasks assigned to them. This will motivate the employees
for performing different roles. Motivational theories can be adopted by the supervisor for the
analysis of the needs and expectations of the employees from the hotel (Lai, 2011).

Hospitality supervision and training skills 9
Conclusion
Thus, from the above discussion, it can be summarised that it is vital for the Courthouse
Hotel to focus on the issues which can affect the planning done by the hotel for the visit of
the German delegation. These issues related to the human resource department have been
discussed in this report. These issues can affect the human resource of the hotel and
performance of the hotel. Supervisor of the Courthouse Hotel needs to target these issues and
resolve the issues with the application of effective techniques. This report has discussed
various skills which a supervisor must possess for the management of the employees and
operations of the business in an effective manner. These skills enhance the capabilities of the
supervisor and help in performing the role in a better manner. Various motivational
techniques have been discussed which can be used by the supervisor for encouraging the
team to perform better.

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Question 2:
Introduction
For the attainment of the objectives of the business, there is a need to grab the opportunities
available to the business. The management of the Courthouse Hotel is concerned that the
required standard of service will not be attained. It is vital for the Courthouse Hotel to match
up with the required standard of service which will help the hotel in overcoming the issues
which are being faced by the hotel. For the purpose of dealing with the situation, the
supervisor needs to take action. These actions need to be taken by the supervisor for dealing
with the situation faced by it in a better way. These actions will be discussed in this report
which supervisor need to take for coping with the various situations faced while performing
the roles and responsibilities assigned to it. Recommendations have been made so as to
recommend few actions which will help the supervisor in implementing the changes in a
better manner.

Hospitality supervision and training skills 11
Actions supervisor should take for addressing the situation in a better
manner
It is the responsibility of the supervisor of the Courthouse Hotel to take actions for the
different situations faced by it. These actions will help in coping with the adverse situations
and resolving the issues in a better manner. These actions which supervisor need to take for
the attainment of the required standard of service for gaining the opportunity available.
Supervisor of the Courthouse Hotel can allocate tasks to different teams for the purpose of
ensuring that the tasks are performed in the most appropriate manner (Eiopa, 2016). Teams
can be framed on the basis of the different departments of the hotel. For the purpose of
maintaining the quality of the service and enhancing the standard of the services offered by
the hotel, there is a need to allocate the tasks according to the skills and knowledge of the
employees. Another action is to keep a check on the performance of the team. Every team is
contributing towards the enhancement of the quality of the services. The supervisor needs to
keep a check on the performance of the teams for analysing the effectiveness of the
performance of the team (Victoria, 2017).
The supervisor needs to ensure that every department is achieving the targets set for the
department. It is important for every department to contribute towards the enhancement of the
quality of the services offered by the Hotel. This approach will help in improving the quality
of the service as low quality of the service is affecting the profitability of the business. This
approach will help in enhancing the profitability of the hotel (Taghavifard, et. al., 2009).
Another action which supervisor needs to take is identifying the issues which are affecting
the objective of enhancing the quality of the standard. Identification of these issues will help
in analysing the impact of these issues. The supervisor can identify the issues, the impact of
these issues and measures which help in dealing with the issues (Neal, 2013).

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Recommended actions for the supervisor for implementing the change in a
successful manner
Change management is an important aspect which helps in the implementation of change in
the organisation in a better manner. The supervisor needs to take steps for the effective
implementation of the changes for achieving the objectives and enhancing the performance of
the hotel. Motivating the employees for accepting the change will help hotel in planning
implementation of the change for improving the performance of the hotel. Training sessions
can be conducted by the supervisor for developing the knowledge and skills of the employees
for preparing them for adopting the change (Ying, 2012). Another action is developing an
effective communication channel. This communication channel will help the supervisor in
making the employees aware of the need of the change and the procedure which will be
adopted for the implementation of the change. Use of an effective communication channel
will develop trust and loyalty among the employees along with eliminating the fears of the
employees. Support of the employees is required for the implementation of the change as
change affects every operation of the hotel (Ali, et. al., 2013).
The supervisor can use delegation technique for delegating the tasks to the employees for
encouraging them to participate in the change management process. The delegation will help
in developing team spirit among the employees. Factors resulting in resistance to change need
to be identified by the supervisor for adopting strategies so as to deal with the resistance.
Change implementation process needs to be closely monitored for ensuring that the
employees are supporting the process (Kgomotso, 2011). The Courthouse Hotel needs to
form a team which will ensure that the change management is taking place in an effective
manner. Leadership skills need to be developed in the supervisor which helps in leading the
team towards the right direction. All these actions will help the Courthouse Hotel to deal with
the change management process in an effective manner (Gul, et. al., 2012).

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Conclusion
Thus, it can be concluded from the above discussion that it is vital for the business to adopt
actions which help in dealing with the adverse situation. The Courthouse Hotel faces different
types of situations which affect the performance, profitability and quality of the services
offered by the Hotel. These actions which supervisor can adopt include forming teams,
analysing the performance of the individual team, guiding the teams towards the set
objectives and identification of the issues along with their impacts. Few recommendations
have been provided which can be used by the supervisor for implementing the change in the
workplace. These recommended actions which can be used by the Courthouse Hotel include
Motivational techniques, conducting training sessions for improving the skills and knowledge
of the employees, developing effective communication channel, developing team spirit,
delegating the roles and responsibilities, developing leadership skills, dealing with the
resistance to change and monitoring the performance of the change implementation process.

Hospitality supervision and training skills 14
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Hospitality supervision and training skills 15
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