The Grand Park Hotel: Using Accountability and Inclusive Leadership to Save a Failing Business

Document Type

Case Study


accountability; inclusive management; employee engagement; organizational performance

Identifier Data


Sage Journals

Publication Source

Journal of Hospitality & Tourism Cases

Rights Management

Copyright © 2024 by International Council on Hotel, Restaurant and Institutional Education


When a business is not performing well, the biggest challenge of the leader is to determine the root cause of the issues and address each issue to turn performance around. This case study focuses on the deterioration of a hotel once considered one of the “grandest hotels in New England,” and the efforts undertaken by its new general manager, Barbara Jones, to return the hotel to its earlier stature of grandeur, superior customer service, and financial performance. The case study requires students to understand the role trust, accountability and inclusive leadership play to heighten employee engagement, manage conflict, and improve overall organizational performance.