INTODUCTIONIn this report the case study of the courthouse hotelis given and further main role of the supervisor which will be proved as to besuccessful for the future of the hotel. All the leadership skills of thesupervisor of the hotel are discussed further. Various characteristics that a leaderor a supervisor should sustain in them which could help in the benefit of the organsation.How the personal skills of a leader or a supervisor can help an organization togrown effectively, efficiently and faster. Further it is explained that how aleader should manage changes that are adapted by the industry and to make surethat those changes lead to success for the hotel. At the end of the report theconclusion for the discussion is given.
Followed by the references from wherethe material for the report is collected and which help us to complete thisreport. SUPERVISOR ROLES AND PERSONAL SKILLS A Supervisor plays a vital role in making ahotel flourished. And a good supervisor knows what is going in theirorganisation. In a courthouse hotel, it is important for a supervisor tomaintain contact with his team; he should posse’s leadership quality. . Heshould learn throughout his day..
So he must be aware of these attributes. Hence the supervisor mustdevelop skills of looking at himself critically.Acourthouse hotel supervisor should indulge in some activities with his team sohe can know what going on. He should possess productive knowledge so that theteam gets also benefitted with that knowledge. If the downfall of the courthouse hotelhappened there must be some reason, and this reason not only affected the hotelbut also affected his team in a negative way. A triumphant supervisorshould be able to sustain emotional balance and self-control so that they mayface various situations confidently and successfully. He should be active at every moment. Effectivesupervisors are independent as learners.
He should be the alpha ofhis team. he should be aspiring about his task and overseeing quality.Heshould not be so sensitive with his team. The supervisor works insituations which involve authority, leadership, meeting targets and deadlines,conflicts etc . he should takeresponsibility and lead his team to achieve a goal .He should not depend on others to complete his work .
he should havegeneral knowledge, Whatever the supervisor does is affecting hisjob and role, objectives, strengths and weaknesses etcThe supervisor of thecourthouse must have some goals to achieve. They cannot sketch everything inpast. Several times he has respond to the needs of the circumstances which hasarisen on the same moment. The supervisor must also be able to have qualitiessuch as being committed, having a missionary enthusiasm, taking responsibilityinstead of fleeting some work to others. he should be creative enough to take his thinking tonew possibilities, It means that thesupervisor must have the ability to come with new ideas that the situation has demanded.he should be able to recognize ideas coming from other people and how he canuse them for his work and for the sake of his team.LEADERSHIP SKILLS ANDMANAGING CHANGE Aneffective leader does his work properly and in the required time according towhat is required. By this line I meant that an effective leader is the onewhole leads his team in a proper way and reflects his status in their work.
“Thereare a few leadership competencies that have been proven time and again as theyare mandatory for effective leadership”( Bennis(1987; cited in Thach et al., 2007).these quotations has been proven by timeand time again. in a courthouse hotel these type of skills should be mandatory.Theseskills are necessary in a supervisor.
He should be competitive enough andcourageous to complete any task at any time. He should also be a good thinkerso that he can make decisions even at the eleventh hour. The supervisor musthave capability to visualize, he should have knowledge in every field so thathe can manage anything in an effective way and he should have technical knowledge which willhelp the management to make a team with good and productive knowledge and easymanage any work and in completing of goals. He should be capable of indentifyinggreat potential in his team, so that he can fetch more from his team. An Effective and efficient leaders shouldrecognize the elementary issues that are surrounding changes in theirmanagement system. a courthouse hotel’s supervisor should face challenges sothat he can learn how to tackle them, which may affect an organization in a greatway and he should be able to managethose, so to be able to influence histeam as well as his organization.Managing change is also an essential key to besupervisor; he should be risk taking and managing change in a way so that hiswork does not gets affected.
The courthouse hotel also needs some changes so that these changes will bring a positivereflection on his team and will bring the hotel in limelight, he should also bea good connector, by this statement I stated that he should keepthe people frequently visiting the hotel and stay connected with it ; he should be productive in managing changealso, productive management means that doing a sustainable change withoutwasting much time and man power, he should make his team working in a co-ordinatedway so that these changes will not hamper the guests those are frequentlyvisiting to the hotel. He should also bemotivated to bring changes as we know that when a thing changes it is moreadvanced and more sophisticated to other people. Also managing change is a bitof a hard work. change do not occur more often in a organization, so supervisorare not adapted to more often changes, if a supervisor is a smart worker he caneasily catch something that will eradicate the time been wasted in doingchanges and he can make changes efficiently. Herethe word comes efficiency, that Is the most required part of a supervisor.
acourthouse hotel must need this qualitiesin a supervisor. He should be instilled with these qualities. The most crucialissue in managing change is understanding of a person. A person must be of agrand vision but he should also have intiating power. By this I wanted to saythat the person must initiate the changes in a way that the plan does not fails.
As many ides gets failed not due to clear vision of that idea, but notexecuting them in a good, so exection is one of the most important part that isneeded in a courthouse’s supervisor. RECOMMENDATIONS FORIMPROVED CUSTOMER STANDARDSImprovingcustomer service is playing vital role in hospitality industry. Customer serviceis not only required for courthouse hotel , it also depend on the necessity forbudget cut and help to increase the guest satisfaction.Firstlythe courthouse hotel needs to set the goals for customer satisfaction andcustomer satisfaction evaluate with respect to other competitor .it is essentialto get better on customer satisfaction, the courthouse hotel needs to make strategyto help and achieve the customer service goal. The organization should make theperformance management program, it help to support and selling customer servicegoal and standard, for establishing management and feedback processes, forrecognizing and satisfying high-quality customer service.
“Employeesor staff performs best when they know the needs and desire or customer. Add authorityto clearly stated management expectations with consistent measurement andfollow up, and you can get the results you are looking for.”(Lindo, 1993).Herethe courthouse Herethe courthouse management is planning to improve the standard of the hotel aswell as bring change in the workingenvironment it should be equally beneficial for organisation and as well as foremployees. The courthouse hotel should vary for different people depending ontheir personal requirement and their expectations. The service should makepeople like they are in heaven. And the employees should make the guestsspecial.
They should feel and love their job as it’s not simply a job. Supervisor shouldalso watch his team and what is going between them . The courthouse hotel’sstaff and employees should be well trained in their work. The management shouldtrain their staffs to the topmost standard and the hospitality standards shouldbe instilled in them. The management should hold meeting with staffs to get dayto day interaction with them and can get daily updates about the problems facedby them. Interaction canmake the whole change. The employees should personally ask what is needed bythe guests.
But you can’t ask everyone who passes by. So the management teamshould make feedback card or can make online website to get the best feedbackfrom the customers, that what is needed by the guests and what can be changed . These feedbacks will be unbiasedas they are not in a physical interaction.
This process will make the wholechange .The management team of the courthouse hotel shouldnot only make interaction, but should keep guests in contacts this will makethem coming again and there can be the recommendation by the guests to theother people they meet. By maintaining contacts we can win their loyalty. Andmaking their moments memorable. They will never forget what you have treatedthem and make them feel special .these one of a kind experience make the comingoften to the hotel. “Management’s emphasis on productivity without a proportionateemphasis on quality and customer service issues can foster confusion andmisperceptions with the front-line employees.” (Audit of IRS practices,1997)Feedback is most effective and successful performance managementprogram.
As we know that customer are more essential source to know about theservice performance. Even the courthouse hotel can also generate feedback toolsto gather all the ideas about the what we should needs to change for theorganisation. The courthouse hotel should make effective customer serviceprogram, so that the employees needs to give feedback on day work on the basisof their performance ,it help the employees to reach their customer servicegoal. If any improvement needs to made by the courthouse hotel in their serviceor performance, the quicker they find out about it and faster they try to solvethe problem. If the any employees have reached a goal, the organisation receivepositive feedback ,they will get appraisal letter given by the hotel. He should also get to know his clients.
It means thay thesupervisor should take personal feedbacks for the guests. But the supervisorcannot always go and get the feedback. He should maintain comfort ability of thecustomers. By these methods the supervisor can make more interaction with hiscustomers and can build a contact with them. Also he should be available attimes when necessary . we know that the staffs cannot execute every work, asthe supervisor mainly executes every work.
The supervisor should also watch histeam in action, so that he can get some information about their working and howthey treat their guests. The hotel should also have some special service. Bythis I meant that in a courthouse hotelthe main customers are commercial people who travel a lot and want comfort aftercompleting their work.
The hotel should treat them in a special manners theytravel they will tell other what services the hotel holds. Their service shouldbe luxurious and formal also so that the keep visiting the hotel often. Also whenthe guests checkout the staffs should do the formalities so that the customerremembers the treatment even when they are not in the hotel.
By theseformalities the guests will be appreciated and they will tell other people,what type of treatment the hotel offers. cnclusionAt the end of the case study we will make analysis that what we havestudied in our research till now. From the first we took a case that was of acourthouse hotel. From beginning what we studied is that what challenges werefaced by the courthouse hotel and by these challenges which type of insecuritywas face by it.
And we answered some questions that were seriously demanded.Also in this case study we found how the role of supervisor can make changes ina whole way. From evaluating different resources and researches we found how toenact this study and find problems that should be fixed to bring in betterchanges that is beneficial for the courthouse hotel and its whole organization.Also we deeply analyzed the role of a supervisor. By research of differentpeople that we referenced in our study, we found that how management should becontrolled and how supervisory roles changes the way of leading his staffs. Weidentified that what a good leader comprises of and how he enacts hisleadership. We also summarized how a leader makes changes, according to what isrequired, how he suffers through those changes.
We also categorized hispersonal skills. How his personal skills can make an effect in the environment.Furthermore we discussed about how supervisor can train their staffs to thefullest. Also by the word conclusion we state that what factors wereresponsible for the downfall of the courthouse. We also presented somereformations that were a must for the hotel.
Lastly we conclude that thecourthouse hotel just needs some reformation and refurbishing to bring hisleague to its present.