Courthouse Hotel: Supervision and Training Skills Report

This report examines the challenges faced by the Courthouse Hotel's accommodation department and proposes solutions for improving service quality and operational efficiency. The report addresses issues such as low service quality, lack of room services, and staffing shortages, particularly for night shifts. It identifies essential skills for supervisors, including communication, managerial skills, critical thinking, problem-solving, leadership, and delegation. The report further explores motivational techniques like setting clear goals, rewards and incentives, providing feedback, employee engagement, cross-training, and providing opportunities to enhance team performance. Additionally, the report discusses actions supervisors can take to address the hotel's issues, such as reviewing processes, forming teams, allocating tasks, and implementing changes effectively. The report provides recommendations for supervisors to implement necessary changes and enhance the overall performance of the hotel in order to capitalize on an upcoming government conference.

RUNNING HEAD: Hospitality supervision and training skills
Hospitality Supervision and Training Skills

Hospitality supervision and training skills 1
Table of Contents
Question 1:.................................................................................................................................2
Introduction............................................................................................................................2
Issues faced by the supervisors...............................................................................................3
Skills required by the supervisor for operating the department smoothly..............................4
Motivational techniques for enhancing the performance of the team....................................6
Conclusion..............................................................................................................................8
Question 2:.................................................................................................................................9
Introduction............................................................................................................................9
Actions which supervisor could take for dealing with the situation....................................10
Recommended actions for supervisors for the implementation of the required changes.....12
Conclusion............................................................................................................................14
References................................................................................................................................15

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Question 1:
Introduction
The new owner of the Courthouse Hotel is planning to implement a new business strategy for
enhancing the quality of the services offered in the hotel. An opportunity is available to the
Courthouse Hotel as an announcement has been made by the government regarding the major
intergovernmental conference taking place in the city. The Courthouse Hotel is planning to
enhance the quality of the services for the purpose of gaining this opportunity and promote
the hotel and attract the customers. The government delegation will analyze the quality of the
services for deciding the hotel for the major intergovernmental conference. This report will
discuss the various issues related to the accommodation department of the hotel. It will also
discuss the skills which supervisor will need for conducting operations of the department in a
smooth manner. The analysis will be made of the motivational techniques which can be used
by the supervisor for enhancing the performance of the team.

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Issues faced by the supervisors
Accommodation department of the Courthouse Hotel is facing few issues which are affecting
the quality of the services as well as satisfaction level of the customers of the hotel. These
issues related to the accommodation department of the Courthouse Hotel need to be dealt by
the supervisor in an effective manner for gaining the opportunity available. These issues
include low quality of the accommodation services, lack of room services and lack of staff
working in night shifts. Low quality of the accommodation services is an important issue as
satisfaction level of the customers is dependent on the quality of the service offered. This
issue has affected the standard of the hotel (Zhao & Jing, 2009). Another issue is related to
the non-availability of room services due to which competitiveness of the hotel is getting
affected. Hotels need to ensure that room services are available to the guest for providing
quality experience during the period of stay. Courthouse Hotel is not having staff for night
shift due to which experience of the guest is getting affected (Guttentag, 2015).
For gaining a competitive advantage over the others in the industry, the Courthouse hotel
needs to focus on improving the services offered by accommodation department. These
issues related to the accommodation department of the Courthouse Hotel are affecting the
quality of the service at large (Sampson & Akyeampong, 2014). Supervisor of the
Courthouse Hotel needs to cope with these issues for enhancing the chances of success and
expansion. Supervisor of the Courthouse Hotel needs to adopt strategies or measures which
will enhance the performance of the accommodation department of the hotel (Sage
Publications, 2012).

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Skills required by the supervisor for operating the department smoothly
A supervisor is responsible for the management of the operations of the different departments
of the hotel. Accommodation department of the Courthouse Hotel is facing issues related to
the quality of the accommodation services, lack of room services and lack of staff for night
shifts. The supervisor needs to possess certain skills for the management of the operations of
the accommodation department in a proper manner. These skills are listed below:
 Communication skills: a supervisor needs to communicate with the other employees
in a proper manner for the purpose of creating an impact on them. Failure of the
operations at the workplace can be due to the lack of proper communication between
the supervisor and the employees. Supervisor of the Courthouse Hotel must possess
communication skills which will help in sharing information in an effective manner
and enhancing the relationship between the supervisor and employees (Aryee, 2011).
 Managerial skills: a supervisor must possess managerial skills which are required for
the management of different operations of the department. Accommodation
department of the Courthouse Hotel is facing several issues which are affecting the
performance of the hotel. Different jobs need to be managed by the supervisor of the
accommodation department for utilizing the opportunity available (Skills Future,
2016).
 Critical thinking: This skill helps the supervisor to take decisions and solving the
issues faced by the team and department. Critical thinking will help the supervisor of
the Courthouse Hotel to resolve the issues arising at the workplace. Critical thinking
will help the supervisor in developing a collaborative environment for working as a
team for resolving the issues (Kavita & Sharma, 2011).

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 Management skills: supervisor of the Courthouse Hotel need to manage the time,
teams and priority of the tasks for effective execution of the operations of the
accommodation department. It is the responsibility of the supervisor to manage the
human resource of the hotel as well as other resources.
 Problem-solving and conflict resolution: problems may arise at the workplace or
conflicts may arise among the employee. These conflicts need to be dealt in an
effective manner. Different issues or problems may arise at the workplace which
needs to be dealt with proper technique. Conflicts may arise between the employees
and a supervisor need to deal with these conflicts by being neutral (Marc, et. al.,
2014).
 Leadership skills: leadership skills will help the supervisor to maintain the team spirit.
It will help in leading and guiding the efforts of the individual towards the right path.
Leadership skills will enhance the performance of the employees of the Courthouse
Hotel. A supervisor needs to be a good leader for ensuring that the employees are
acting as a team and focusing towards the attainment of the common objective
(Sturken, 2012).
 Delegation: delegation is delegating the tasks to the other employees with a motive to
develop them as well as enhance the satisfaction level among the employees. A
delegation of the tasks will help in reducing the burden of the supervisor of the
Courthouse Hotel as well as help in focusing on the important areas (Colleen, 2011).

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Motivational techniques for enhancing the performance of the team
Motivation is required for boosting the morale of the employees and attaining the objectives
of the business. Motivation results in an increase in the performance of the individual which
contributes towards the overall performance of the business. Motivational techniques can be
applied by the Courthouse Hotel for the attainment of the objectives by enhancing the
performance of the team. Motivational techniques which can be used by the Courthouse
Hotel for improving the performance of the team are discussed below:
 Setting clear goals and measuring performance: goals can be set for the identification
of the targets which team has to achieve. Setting team goals will promote teamwork
and performance of the team can be measured against the goals set. Team goals will
help the Hotel in promoting healthy relationship among the employees.
 Rewards and incentives: rewards and incentives can be offered to the team for
meeting the targets set by the company. The Courthouse hotel can adopt this
technique for encouraging the employees for performing well. Monetary benefits will
motivate the employees for performing better (Barbosa-McCoy, et. al., 2016).
 Providing feedbacks: feedbacks can be provided by the hotel to its employees
regarding their performance. These feedbacks will help the employees in improving
the areas they are lacking in. Feedbacks need to be provided at regular intervals for
implementing the new business strategy for gaining the opportunity.
 Employee engagement: employees of the Courthouse Hotel need to be engaged in the
decision-making process. This step of the hotel will motivate the employees for
performing well and accomplishing the objectives of the hotel. Engaging the
employees in the operations and decision-making process will reduce the burden on
supervisor as well as help in making quick decisions (Rein, 2012).

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 Cross training programs: cross-training programs will help in developing the skills
and knowledge of the employees. This training program will prepare the individual
for performing different roles which will improve the performance of the team. This
will help in performing the different jobs effectively. This will contribute towards the
development of skills as well as prepare the employees for better opportunities.
 Providing opportunities: opportunities can be provided by the Courthouse Hotel to its
employees which will help in enhancing their performance as well as promotes
coordination among the team. Better opportunities for growth chances will boost the
morale of the employees (Palmer & Jennifer, 2011).
 Identification of factors affecting satisfaction level of the employees: motivational
theories can be applied for the identification of factors affecting the satisfaction level
as well as the performance of the employees. Herzberg's two-factor theory can be
applied by the Courthouse Hotel for analyzing the factors which will affect the
satisfaction level and performance of the team. The Courthouse Hotel can apply this
motivational theory for the purpose of factors promoting satisfaction level and factors
decreasing satisfaction level of the employees (Johnson, 2013).

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Conclusion
Quality plays a vital role which helps in attracting the customers towards the hotel and
increasing the sales of the business. Impact of the issues faced by accommodation department
can be seen on the reputation of the hotel, sales of the hotel and satisfaction level of the
customers. These issues need to be resolved for grabbing the opportunity available to the
Courthouse Hotel. The supervisor needs to apply the skills possessed for coping with the
issues faced by the accommodation department of the hotel. Motivational techniques have
been discussed which will contribute towards the performance of the team.

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Question 2:
Introduction
For the purpose of grabbing the opportunity available, the Courthouse Hotel need to ensure
that the new business strategy is implemented in an effective manner. Implementation of the
new business strategy will enhance the quality of the services offered in the hotel. This
opportunity will help the hotel in promoting it and increasing the sales of the business. Issues
are being faced by the different departments of the hotel which need to be dealt in a proper
manner. The management is concerned that the hotel will not be able to match up with the
required standard of service. For this purpose, actions need to be taken by the supervisor of
the hotel for coping with the adverse situation. These actions will be discussed in this report
along with the recommended actions for the supervisors for implementing the required
changes in the Hotel.

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Actions which supervisor could take for dealing with the situation
Supervisor of the Courthouse Hotel needs to take actions for coping with the adverse
situation as this can create a negative impact on the reputation of the business. Actions which
supervisor can take for matching with the required standard of service are stated below:
 Reviewing the process on regular intervals: the process of the change implementation
needs to be reviewed on regular basis for making sure that the process is moving
according to the plans. This review process will help the supervisor to bring the
change implementation process on track. Regular checks need to be kept by the
review team for generating the desired outcome. The supervisor can provide regular
updates to the team related to the change management process (Sturken, 2012).
 Forming teams and allocating group tasks: teams need to be formed for performing
the different tasks effectively. These teams will be given team tasks which need to be
performed by supporting and coordinating with each other. Teams need to be formed
according to the different departments of the hotel. These teams will be responsible
for performing the task in the best possible manner for dealing with the increasing
issues and improving the performance of the hotel. The supervisor needs to analyze
the effectiveness of the team in performing the roles assigned to them. Teams will be
formulated by the supervisor as a supervisor is aware of the skills and knowledge of
every employee (Lam, 2011).
 Forming a review team: a review team will be responsible for reviewing the
performance of the change for ensuring that the standard of service is matched. This
team will be responsible for the review of the implementation process of the change.
Failure of the plan can adversely affect the performance and reputation of the
business. Review team needs to include the experts or management so as to exercise

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control over the process and identifying the issues affecting the decision of change.
The supervisor needs to suggest this to the management as management will take the
decision regarding the formation of the review team (Sturman & Ford, 2011).

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Recommended actions for supervisors for the implementation of the required changes
During the implementation of the required change, various issues can be faced by the
supervisor which needs to be overcome. Few actions have been recommended which can be
adopted by the supervisor for implementing the required change in the Courthouse Hotel.
These actions are discussed below:
 Gaining the support of the employees: one of the important aspects which supervisor
must consider is gaining the support of the employees of the hotel. Different jobs are
performed by the employees. Change management is a huge process and for the
implementation of this process, support is required from the employees. Employees
will coordinate with the supervisor for implementing the change and moving in the
right direction (Youngsoo & Duncan, 2009).
 Delegating the tasks to employees: tasks need to be delegated to the employees for the
purpose of ensuring that employees are involved in the implementation of the change.
Employees perform the tasks of the business and employees need to be engaged in the
change implementation process. The supervisors of the Courthouse Hotel need to
delegate the process of change management for ensuring that every individual is
supporting the change management process.
 Management of the resistance to change: resistance may be faced by the hotel on the
part of the employees as employees may fear of the change which hotel is planning to
implement. The supervisor needs to make the employees aware of the objective which
needs to be attained by the implementation of the change. The supervisor can use
strategies for the management of the resistance to change. These strategies include
collaboration with the employees, providing training to the employees and making the
employees informed (Enz, 2011).

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 Monitoring the process of implementation of change: implementation process of the
change should be monitored at regular intervals for ensuring that new business
strategy is implemented by the Courthouse Hotel in an effective manner. This will
ensure that the change is implemented properly for gaining the advantage of the
opportunity available to the hotel (Gill, et. al., 2010).
 Effective communication process: communication process plays a vital role as there is
a need to adopt an effective communication process for ensuring the flow of
information in an effective manner. Plans need to be communicated to the employees
for making them aware of the objective behind the change which hotel is planning to
implement (Gutiérrez, et. al., 2015).

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Conclusion
The Courthouse hotel has planned for the implementation of a new business strategy for
taking an advantage of the opportunity. Management of the hotel is concerned regarding the
attainment of the required standard of service for enhancing the performance of the hotel. The
supervisor needs to take actions for the purpose of providing support to the decision of the
hotel. For dealing with this concern of the management, the supervisor needs to review the
process on regular intervals for ensuring that the set standard of service is met, forming teams
for allocating tasks to the team and forming a review team. Few recommended actions for the
supervisor of the hotel have been provided for the purpose of ensuring the successful
implementation of the change. This process of change management may get affected by
various factors.

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Hospitality supervision and training skills 16
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