Marc Brennan and Matthew Moore’s Case Study Assignment
Marc Brennan and Matthew Moore
Trouble in Housekeeping Paradise
Target Audience
Students in upper-level business classes, with a focus on Human Resources problems as the context and supports learning in communication, interpersonal, critical thinking and problem-solving, Ministry of Colleges, Universities, and Research Essential Employability Skills (EES)
Teaching Strategy:
Students in groups of 4 lead classroom discussion of case and provide feedback and reflection on suggested solutions. An additional individual reflection assignment can be added to verify equal contribution by group members.
Learning Outcomes:
- Identify and analyze leadership issues affecting this department
- Identify the root problem of all of the issues
- Evaluate a leadership and communication approach, identifying areas of improvement
- Propose strategies to resolve conflicts and improve teamwork in the workplace
- Develop strategies to create an inclusive environment in a multicultural and multigenerational workforce
Background: Liam Conroy was hired to lead and transform the housekeeping department at Walkabout Beach Resort, a luxury four-star property known for its cleanliness and quality service. The resort operated at over 93% Occupancy. Liam, with 10 years of restaurant management experience, took on this role early in his career.
The housekeeping department had been without a manager for over a year, leading to internal conflicts and declining performance.
Issues in the Housekeeping Department:
- Leadership Conflict: Paige Newman was appointed interim leader over Samantha Guest, causing major disagreements. Samantha undermined Paige, leading to division and low morale among employees.
- Outdated SOPs: The current Standard Operating Procedures (SOPs) were obsolete, and supervisors lacked training on the latest procedures.
- Low Productivity and High Costs: Quality standards, productivity, and output were low, resulting in increased guest complaints. Departmental expenses were 50% over budget due to lack of controls, excessive overtime, and inefficient resource use.
Implementation of New Standards: Liam observed the department for a week and then held meetings with supervisors Paige and Samantha, discussing his expectations and goals without seeking their perspectives. He communicated his vision to the entire team, emphasizing efficiency and effectiveness. Liam developed new housekeeping standards without input from supervisors or employees, expecting enthusiasm and compliance.
Fallout: Employees requested a meeting with Liam to discuss concerns about the new standards, including obsolete procedures, poor quality cleaning chemicals, and reduced work hours. Liam declined the meeting until occupancy and room revenue improved. He implemented performance appraisals, highlighting strengths and areas for improvement, but did not allow employees to voice their opinions. The occupancy rate dropped from 95% to 63%, disturbing Liam.
Required Tasks:
- Key Problems/Issues:
- What are 5 different problems/issue happening at Walkabout Beach Resort?
- If you had to pick one of these problems/issues as being the root problem, which one would you pick? To clarify, a root problem is the one that is the root cause of all the other problems/issues.
2. Assessing Leadership and Communication:
- Evaluate Liam’s leadership style and communication What could he have done differently and what changes could he make to improve team morale and performance?
3. Improving Team Dynamics:
- Propose strategies to resolve conflicts within team members
- Propose strategies to improve teamwork within the housekeeping
4. Engaging Employees:
- Suggest ways to involve employees in decision-making processes and gather their feedback to foster a collaborative work environment.
5. Multicultural and Multigenerational Workplace:
- The housekeeping team is a multi-cultural and aging department. What type of strategies could Liam implement to create a sense of inclusiveness with the multi-generational /multi-cultural department.
Click on the links below to view Matt’s Leading Effort and Written Report Instructions and Rubrics, as well as the graded submission from Matt’s students Winter 2025.
HOS2243 Leading Effort Instructions with Rubric
HOS2243 Written Report Instructions with Rubric
Team 4 Written Analysis – Graded Example
About the authors
Marc Brennan is a full-time Professor at Algonquin College. Marc holds an MBA in International Hospitality and Services Industries Management from the Glion Institute of Higher Education, with a specialization in Asset and Revenue Management. He also holds various professional designations in hospitality and tourism analytics, and takes part in the Teaching and Learning Advisory Group at Algonquin College. Marc’s combined industry and academic expertise allows him to bring real-world insight into the classroom, inspiring future leaders in the hospitality industry.
Matt Moore brings over 25 years of diverse experience in the hospitality industry, combining hands-on operational expertise with a deep understanding of business and asset management. For 13 years, he was the co-owner of Chances R Restaurant, where he honed his skills in leadership, operations, and customer service excellence.In 2014, Matt joined Algonquin College’s School of Hospitality and Tourism as a faculty member, sharing his industry knowledge and passion for hospitality with the next generation of professionals. Today, he serves as the Acting Academic Chair for the School of Business and Hospitality, providing strategic leadership while continuing to teach and mentor students.
Matt holds a Bachelor’s degree in Economics from Carleton University and a Master’s degree in Hospitality and Tourism Management from Glion University, specializing in Asset Management. His expertise spans economics, entrepreneurship, and restaurant management, and he remains committed to adapting and evolving alongside an industry that continues to innovate and grow.
