Case Study - Leadership

Client Type: Mid-sized hotel, franchise location

Industry: Hospitality & Service

Engagement: Leadership & Team Performance

Duration: 4 weeks

The Challenge

A franchise hotel had been receiving consistently poor online reviews, most citing inconsistent cleanliness, broken amenities and inattentive staff. The new Assistant Manager faced company-wide disorganization, staff resistance to change and inconsistent direction from upper management.

• Mixed or conflicting direction from management
• Unclear chain of command and lack of onboarding
• Team resistance to higher standards
• Inconsistent use of job titles, roles and responsibilities
• Past decisions based on emotions or favoritism, not business priorities
• Low morale and high turnover risk

The Analysis

Interviews were conducted and the team structure, onboarding and leadership approaches were reviewed. Key findings:

• Inexperienced managers swayed by emotional appeals
• No role clarity - multiple people believed they were "in charge"
• Poor communication led to inconsistent instructions
• Incomplete onboarding caused friction
• No strategy for delegation, feedback or accountability

The Solution

Phase 1 - Leadership Coaching & Role Clarification

• 2-hour workshop with GM and Assistant GM on role ownership and constructive authority
• Clarified supervisor vs lead responsibilities
• Defined ownership of hiring and feedback decisions

Phase 2 - Team Structure & Communication Systems

• Introduced daily huddle format
• Created visual team structure chart
• Provided templates for onboarding, feedback and discipline

Phase 3 - Culture Reset Tools

• Trained managers on handling staff pushback
• Provided coaching phrases and scripts
• Drafted rollout communication plan

Results (within 30 days)

• Supervisor empowered to lead effectively
• Improved team communication
• Managers confident in accountability
• Reduced tension, improved performance
• Leadership regained control of team

Takeaway

Leadership isn't just about who's in charge. It's about clarity, consistency and courage. Copperwell helped this business align the team, raise standards and protect its best employees. The result: fewer complaints, a more professional atmosphere and a foundation for lasting improvement.

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