The Grandview Hotel Case
- Due No due date
- Points 5
- Questions 5
- Time Limit None
- Allowed Attempts 3
Instructions
Unit 6 The Grandview Hotel Case
Instructions
You will read a detailed case study about two major events held at the Grandview Hotel—a high-profile tech conference and a prestigious culinary invitational. These stories explore real-world workplace dynamics, leadership challenges, and professional problem-solving in the hospitality industry. As you read, pay close attention to the challenges faced by each team member, how these challenges were addressed (or not), and the strategies used by Ms. Sharma to guide each team toward a solution.
The Grandview Hotel Tech Conference
Part 1
The Grandview Hotel, a renowned establishment nestled in the heart of a bustling city, was known for its elegant ballrooms, luxurious accommodations, and reputation for flawless events. This reputation was on the line as they prepared to host one of the most important events of the season—a high-profile tech conference attended by industry leaders, innovators, and media. The successful execution of this event would secure the hotel’s reputation in the tech world and potentially bring in years of future business.
The team tasked with delivering a flawless experience included Louis Morgan, head of catering with over 15 years of experience in culinary design; Molly Greene, a talented but anxious audiovisual technician; and Kaia Thompson, a newly promoted banquet captain with a background in customer service but limited team management experience. The overall event was overseen by Anya Sharma, the hotel’s most seasoned event manager, known for her composure and problem-solving acumen under pressure.
Louis was a culinary artist whose passion for fine cuisine had earned him accolades in trade publications and praise from past clients. His menus were innovative and perfectly timed—on paper. However, his passion for perfection often morphed into over-control. For the tech conference, Louis had created a rigid timeline that left little room for unexpected issues. He insisted on personally overseeing each stage of the food preparation, from dicing vegetables to plating hors d’oeuvres, slowing his staff’s progress. Instead of empowering his sous chefs and line cooks to act independently, he double-checked each action, second-guessed their choices, and made frequent revisions. This micromanagement created stress in the kitchen, causing delays.
Part 2
Moreover, Louis made critical time management errors. His calculations didn’t include buffer time for potential setbacks such as refrigeration issues or late deliveries. As a result, the kitchen quickly fell behind schedule. Despite his team’s attempts to reassure him and suggest a shift in priorities, Louis pressed forward with his plan, ignoring their input.
Molly, responsible for setting up the audiovisual (AV) systems for keynote speeches and workshops, was technically gifted. She had a deep knowledge of equipment configurations and was known among her peers for her ability to repair or reprogram complex devices in moments. However, Molly had difficulty identifying which tasks were mission-critical. Instead of immediately focusing on testing microphones and syncing video feeds, she spent her morning organizing power cords by length and color-coding connector adapters—tasks that, while useful, were not essential in the immediate pre-conference window.
Her reluctance to ask for help stemmed from past criticism. She feared that seeking assistance would be seen as incompetence, especially in a male-dominated technical field. Even as she noticed a fault in the main projector’s signal processing, she attempted to fix it herself rather than contacting her colleague, Devon, who was on call for emergencies. This decision proved costly.
Kaia, though new in her leadership role, brought enthusiasm and optimism to the banquet team. Her background in hospitality made her a favorite among guests, and she was known for going above and beyond in guest interactions. However, her leadership in this high-pressure situation revealed several challenges. Kaia had trouble formulating precise instructions. She would say, “Just make sure everything looks good,” rather than specifying how many tables needed set up, which silverware pattern to use, or which team member was responsible for refilling water pitchers.
Without clear role assignments, some banquet servers started setting up duplicate table arrangements while others idled, unsure of what to do. Kaia also hesitated to course-correct when errors were noticed, concerned about being seen as overly critical or bossy by her peers, several of whom were her former co-workers.
Part 3
As the clock ticked toward the conference start time, issues escalated. Guests began arriving for the pre-conference networking hour, only to find no refreshments available. In the main hall, presenters struggled with glitchy microphones and misaligned projections. The servers milled about without clear instructions, and the atmosphere grew increasingly tense.
It was at this critical moment that Ms. Sharma arrived on the scene. Calm and collected, she immediately assessed the situation. She approached Molly and gently but firmly asked for a status update. Upon learning that the AV system had unresolved technical faults, Ms. Sharma called Devon to assist. She praised Molly’s attention to detail while also encouraging her to focus on the big-picture essentials in the future. Molly, visibly relieved, helped Devon troubleshoot, and the system was soon functional.
Ms. Sharma then turned her attention to the banquet team. She pulled Kaia aside and modeled how to deliver clear, concise directives. Within minutes, Kaia had divided her team into subgroups with distinct responsibilities—setup, guest greeting, and food station maintenance. The team sprang into action, energized by clarity and structure.
Finally, Ms. Sharma addressed Louis. With respect for his culinary passion, she firmly explained the importance of releasing control to his team to meet the timeline. She designated his sous chef, Darlene, to lead the plating while Louis focused on final quality checks. Though initially resistant, Louis relented, and the kitchen began operating at full efficiency.
The conference started 15 minutes late, but thanks to Sharma’s timely intervention and strategic leadership, the rest of the event ran smoothly. Guests praised the hotel for its professionalism and adaptability. The tech company’s CEO even mentioned the “impressive recovery and stellar service” during closing remarks, helping the Grandview Hotel secure a contract for their next annual conference.
The Culinary Catastrophe at the Grandview Hotel
The Grandview Hotel was abuzz again—not with the polished energy of a tech conference this time, but with the vibrant aromas and colorful chaos of its first-ever Grandview Culinary Invitational. As part of a strategic move to broaden its reputation beyond hospitality and into culinary prestige, the hotel had partnered with several regional organizations to host a competition for rising culinary stars. The Grand Ballroom was transformed into a culinary arena, complete with state-of-the-art kitchen stations, tiered guest seating, and a panel of elite judges from the culinary world.
At the center of the excitement was Chef Ian Dubois, a celebrated Scottish chef whose reputation for innovation preceded him. Recently signed on as a consulting chef for the Grandview’s upcoming restaurant overhaul, this competition was meant to be both a showcase and soft launch of his leadership style. With him was his new sous chef, Alejandro Rossi, a promising talent handpicked during a culinary mentorship program in Milan. Alejandro had relocated for the opportunity, full of dreams and admiration for the famed chef.
The Visionary Perfectionist:
Ian had planned a menu that blended avant-garde techniques with classic flavor profiles. His signature dish—saffron-infused langoustine ravioli in a delicate champagne beurre blanc—had won him acclaim in Europe. In preparation for the competition, he ran drills with Alejandro, rehearsing every chop, plate, and garnishment until both were exhausted.
Yet Ian’s pursuit of perfection had a shadow side. He could be volatile, especially under pressure. His attention to detail was so intense that he often micromanaged his team to the point of stifling creativity or agility. His staff walked on eggshells around him when deadlines loomed, and Alejandro, despite his talent, was growing increasingly anxious about making a mistake.
The Day Begins:
On the morning of the competition, the Grand Ballroom gleamed with promise. Hotel staff buzzed about, ensuring guests were seated, lighting was perfect, and camera crews were in position for live social media coverage. Ms. Sharma, now promoted to director of guest experience, was coordinating the event, and having seen firsthand how a major event can unravel, she was determined not to repeat past mistakes.
Ian arrived with Alejandro and immediately began inspecting their prep station. Everything seemed in order—until he opened a small refrigerated crate and let out a sharp gasp. His face drained of color.
“The saffron,” he muttered, digging through the containers. “Where is the saffron?”
The rare Iranian saffron he had shipped in had not arrived. A tracking error, a delay—whatever the reason, the cornerstone of his dish was missing.
“Alejandro, we need to find saffron. Real saffron. Not supermarket-grade. Go. Now.”
Alejandro, startled but obedient, nodded and dashed out.
The Eager but Unseasoned Explorer:
With a messenger bag slung over his shoulder and the address of a specialty grocer in hand, Alejandro sprinted through the Grandview’s lobby, flagged down a cab, and disappeared into downtown. He had only lived in the city for a few weeks, and his knowledge of local geography was thin. The GPS on his phone lagged. The grocer he sought had relocated. Time slipped away with every wrong turn.
Inside the ballroom, Ian was losing composure. He tried to revise the dish in his mind—perhaps a substitution, perhaps an alternative plan—but nothing felt right. He paced, snapped at a hotel staff member who asked if he needed water, and refused to answer his phone when Ms. Sharma called to check in.
The Composed Strategist:
From across the room, Ms. Sharma observed the growing storm cloud over Station 4. She remembered Ian from their earlier consulting meetings. Brilliant but brittle. She approached with calmness and a clipboard.
“Chef Ian, I understand there’s a delay,” she said gently. “We can adjust your station’s time slot. Would that help?”
He waved her off. “The saffron is gone. Alejandro is looking.”
“Would you like help sourcing it locally?”
He didn’t answer.
The Competition Unfolds:
As other chefs sliced, sautéed, and flambéed their way to crowd cheers, Ian stood paralyzed. He eventually began prepping the ravioli dough, then paused again, his mind racing. At 45 minutes before his scheduled plating, Alejandro burst back in, red-faced and breathless, clutching a slim pouch.
“I found it!”
Ian snatched it, barely acknowledging Alejandro’s effort. His hands moved with urgency, but his energy was frazzled. The beurre blanc broke once. He shouted. The ravioli were rushed. He cursed.
Ms. Sharma, now coordinating the judges’ rounds, made a mental note to follow up with both Ian and Alejandro after the event.
The Final Plate:
The dish looked beautiful. But a trained eye could spot the rushed presentation. The foam garnish was slightly deflated. The pasta edges were uneven.
The judges murmured.
An hour later, the winner was announced: a quiet chef from Boston whose dish was inventive and impeccably executed. Ian remained composed in front of the cameras but left immediately afterward. Alejandro lingered behind, watching other contestants celebrate.
Reflection and Repair:
The following morning, Ian asked Alejandro to meet him in the hotel’s rooftop garden. To Alejandro’s surprise, Ian greeted him with coffee and silence. After a few moments, the chef finally spoke.
“You did well yesterday. I didn’t.”
Alejandro blinked. “Chef?”
“I was rigid. I was stressed. And I was unkind. You ran across the city for me, and I repaid that with anger.”
Alejandro looked down. Ian continued.
“This isn’t the kitchen I want to build at Grandview. If I want to lead well, I need to trust, adapt, and stay composed—even when saffron goes missing.”
Alejandro finally smiled. “Then we both learned something.”
Growth in the Aftermath:
Ms. Sharma later received a thank-you note from Ian, along with a revised kitchen operations plan for the upcoming restaurant. The new plan emphasized flexible planning, redundant sourcing protocols, and mentorship structures for junior staff.
She also invited Alejandro to co-host a culinary demo for a local youth cooking camp the following month.
From a near catastrophe emerged something more valuable than a competition title: humility, professional growth, and the beginnings of a true team.