I.
Group Case Study Revisions: Banyan Shore Hotel
1. Implementation Plan
Week 1 – Strengths Awareness & Alignment
Objective: Create shared understanding and reduce assumption-driven behavior.
● Supervisors complete the CliftonStrengths assessment.
● A short orientation session explains Executing and Relationship Building strengths and how
they appear during high-pressure service situations.
● Supervisors share their top strengths to clarify who naturally drives task completion and who
supports team coordination.
● A simple strengths reference list is distributed for daily use.
Week 2 – Strengths-Based Task Ownership
Objective: Strengthen accountability and cross-department coordination.
● Daily pre-shift briefings assign responsibilities based on strengths:
○ Executing strengths → ownership of tasks, timelines, and follow-through
○ Relationship Building strengths → interdepartment coordination and guest-
facing communication
● One supervisor per shift is designated as Strengths Owner to oversee VIP requests and
ensure alignment across departments.
● Strengths-based language is used to clarify expectations and accountability.
Week 3 – Coaching & Service Recovery
Objective: Improve behavior under pressure and during guest complaints.
● Supervisors receive short coaching guidelines on using strengths during service recovery.
● Feedback conversations focus on guiding strengths rather than correcting mistakes.
● Brief post-incident huddles review how Executing and Relationship Building strengths were
applied.
Week 4 – Integration & Sustainability
Objective: Embed strengths into daily operations.
● CliftonStrengths is integrated into onboarding and supervisor check-ins.
● Strengths language becomes part of routine feedback and coordination discussions.
● Management reviews early improvements in communication, coordination, and service
recovery.
2. Recommendation to GM (Adjusting communication style based on profiles)
Previous Statement:
“Implement CliftonStrengths as a flexible development and communication tool to improve
teamwork and service recovery, while reinforcing adaptability to meet the dynamic demands of
hospitality operations.”
TOP 2 Results based on Clifton Strength:
Executing, Relationship Building → Strength of GM
Adjusted GM:
“We propose CliftonStrengths by combining your Executing strength of establishing ownership and
follow-through with your Relationship Building strengths to coordinate calm, service recovery across
departments.”
II. Individual Assignment: Applying Self-Awareness and Personality Insights
Clifton Results: Executing is my dominant strength, followed by Relationship Building.
1. Reflecting on Strengths in Hospitality
Question: How have your top CliftonStrengths influenced your guest interactions, teamwork, and
ability to overcome challenges in hospitality settings?
My strongest CliftonStrengths are Executing and Relationship Building, and these showed clearly
during my internship at Hapag and AYA. Executing helped me stay organized and focused,
especially in fast-paced service environments where tasks needed to be completed quickly and
correctly.
One moment I remember was during a busy service when multiple tasks were happening at the
same time. I made sure my responsibilities were done without needing constant supervision, while
also stepping in to support my teammates when needed. This helped keep the workflow smooth.
Because I value relationships, I made an effort to communicate clearly and remain respectful, even
under pressure. This made it easier to coordinate with the team and respond to guest needs
efficiently. And because of these strengths, it helped me manage challenges calmly and contribute
to better service quality. By being dependable and cooperative, I supported both team performance
and guest satisfaction.
2. Leadership Traits and Relationships
Question: Which strengths and personality traits (from CliftonStrengths, MBTI, or DISC) will be most
valuable as you grow into leadership roles, and how will they shape your relationships with guests
and colleagues?
As I grow into leadership roles, Executing will be one of my most valuable strengths, paired with my
ENTP trait of adaptability and communication. Hospitality leaders need to balance action with
people skills, and these traits allow me to do both. Executing ensures that plans are followed and
standards are met, even during busy or unpredictable situations. My ENTP trait helps me stay
flexible and open to different perspectives, which is important when working with diverse teams.
During my internship, I often adjusted quickly when instructions changed or when service flow
needed improvement. I stayed calm and helped clarify tasks so everyone stayed aligned.
3. Self-Awareness and Ethical Decisions
Question: Reflect on a situation where self-awareness helped you navigate a challenge or make an
ethical decision. How can you apply this skill to align with hospitality industry values and
expectations?
Self-awareness helped me handle difficult situations, especially when stress levels were high. There
were moments when I felt frustrated or overwhelmed, but I recognized these feelings early. So,
instead of reacting negatively, I chose to pause, refocus, and maintain a professional attitude. This
helped me avoid conflict and stay respectful toward both guests and coworkers.
By being aware of my emotions, I was able to make better decisions, such as asking for clarification
or taking responsibility for mistakes. This reflects integrity and accountability.
4. Building Relationships Early
Question: What intentional steps can you take early in your career to develop self-awareness and
build strong, adaptable professional relationships in hospitality?
Early in my career, I can intentionally develop strong professional relationships by practicing
reflection, communication, and openness to feedback. These habits help me grow both personally
and professionally.
Reflecting after work helps me identify what I did well and what I can improve. Clear communication
prevents misunderstandings and strengthens teamwork, especially in high-pressure environments.
And seeking feedback allows me to learn from more experienced professionals and adapt quickly. It
also shows commitment to growth and respect for others’ input.